AccountId: 011433970860
ContactId: eb6f5330-a51c-4384-80e3-63994e8e5f08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380190 ms
Total Talk Time (AGENT): 159900 ms
Total Talk Time (CUSTOMER): 208776 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/eb6f5330-a51c-4384-80e3-63994e8e5f08_20250205T17:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][NEUTRAL] I'm OK. So I have the insured, I have a spouse of an insured on the line, and the insured has passed away and this is on a life policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she knows that she's gonna need to complete the loss of life claim form as well as send in the death certificate, but then she has some additional questions on that, on any other forms that she may have to provide for it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is going to be 153004.
[CUSTOMER][NEUTRAL] That is for [PII], and this is Miss [PII] on the line.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Mhm. And I have a question, [PII], on the loss of life claim forms, obviously she doesn't use the internet at all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do we go about requesting one of those be mailed to her?
[AGENT][NEUTRAL] To send the form to her?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We can email it to her.
[CUSTOMER][NEUTRAL] She doesn't use the internet. Mhm.
[AGENT][NEUTRAL] The claim form. Oh, you did just say that. Mail it is the only other option then, or fax it.
[CUSTOMER][NEUTRAL] And how do y'all, yeah, and she doesn't, yeah, she, so it's gonna have to be mailed.
[AGENT][NEUTRAL] So it
[AGENT][NEUTRAL] By mail.
[CUSTOMER][NEGATIVE] Yeah, and our go word card doesn't tell us how to request it to be mailed.
[AGENT][NEUTRAL] To request for the claim form to be mailed?
[CUSTOMER][NEGATIVE] For a loss of life. Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We can, I can have [PII] cause she does the life policies and I'm gonna have to check with her on this one as well cause as much as I know about the life, um, cause I'm not familiar with them really. I just know that form needs to be completed. We always need the, the death certificate.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then any bene beneficiary information if that's, if we don't have that already, but let me take a look. I don't even see the policy certificate out here, so hopefully she's not about to ask me nothing pertaining to that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I know, girl, I feel, I feel that pain, trust me, I feel all of that. Yeah, there's nothing under this policy number on.
[AGENT][NEUTRAL] because, uh.
[AGENT][NEUTRAL] I don't even know what amount she has. I, I wouldn't even know. Let me see. I want [PII] here because she will be the guru on the life stuff. Let me see. I don't know if she.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] Mhm, I know, but we have to, you know, transfer to the skew, you know, and so.
[AGENT][NEUTRAL] Yeah, right. I'm gonna see if she's here cause I'm gonna have to probably get with her and see.
[AGENT][NEUTRAL] Um, but
[AGENT][NEUTRAL] Let me see, she.
[CUSTOMER][POSITIVE] I mean there's not a bad follower.
[AGENT][NEUTRAL] Is she here? Oh yeah, she's here. OK, so you can send her to me and I'll try my try. I can assist her to the best of my ability, and you said that that girl on the phone and it's his wife on the phone, [PII]'s wife.
[CUSTOMER][NEUTRAL] There's nothing under here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I unders. Look, that's all we can do.
[CUSTOMER][NEUTRAL] Yes, she said mhm, her name is [PII]
[AGENT][NEUTRAL] OK. Yeah, it's just he has individual coverage then.
[CUSTOMER][NEUTRAL] And her, her phone number she gave me because there's no phone number in the system and we can't have that and that but it will be in my note [PII] in a minute but it's [PII] and she said that he passed away on [PII] and I will put that in my note as well.
[AGENT][NEUTRAL] OK, and what's her name? because I still show as individual coverage, so I wouldn't be able to give her benefit amounts anyway. What's her.
[CUSTOMER][NEUTRAL] No, I don't think she wants the benefit amounts. It was more about just making sure of what all forms she's gonna need to send in besides those two documents we've already told her.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. OK. I can help her with that.
[CUSTOMER][NEUTRAL] Oh that's all she indicated to me.
[AGENT][NEUTRAL] OK. And what's her first name? Or did you just know she's Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII], [PII]. Mhm. OK. All right, [PII]. Well, thank you so much.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, hi, Ms. [PII]. This is [PII] with American Public Life. [PII] had told me you have some additional questions regarding submitting in a claim for the life.
[CUSTOMER][NEUTRAL] I, I, I don't know what I, what, um, I guess.
[CUSTOMER][NEUTRAL] I just wanna know what kind of forms am I gonna have to complete.
[AGENT][NEUTRAL] OK, so there is a form that you'll need to complete. It is available on our website or we can mail one to you or fax one to you.
[CUSTOMER][NEUTRAL] Well, I don't use the website so and I don't have a fax machine so you will, whatever the form is you'll have to mail it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can get that form mailed to you and then along with that form, we would need a copy of the death certificate as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and what is your mailing address?
[CUSTOMER][NEUTRAL] Well, I'm OK, it's.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Governor [PII].
[CUSTOMER][NEUTRAL] Just abbreviate the governor, GOV and [PII] is spelled [PII]
[CUSTOMER][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can get that mailed to you. Was there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, no, I don't think so. I just would appreciate sending me those forms as soon as possible though.
[CUSTOMER][NEGATIVE] Because, um, I am very concerned as to how much income I'm gonna have right now.
[CUSTOMER][NEUTRAL] So, uh, if you could just send me those forms, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, we can get these forms mailed out to you.
[AGENT][POSITIVE] Well, thank you for calling APL. You have a good day, Ms. [PII] and sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.