AccountId: 011433970860
ContactId: f06759ba-087d-4a1a-be4b-cf4363af3225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341049 ms
Total Talk Time (AGENT): 152471 ms
Total Talk Time (CUSTOMER): 116785 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/f06759ba-087d-4a1a-be4b-cf4363af3225_20250402T15:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Moore Funeral Homes. I need to issue a death notice and request claim process.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, we need a.
[AGENT][NEUTRAL] Yeah and then uh claim information is that correct?
[CUSTOMER][NEUTRAL] It's for a death claim with American public life.
[AGENT][NEUTRAL] OK, so the, uh, the claim has already been filed, is that right?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, OK, so we're needing instruction on that, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] 01549204 on the life of [PII].
[AGENT][NEUTRAL] Um, let's see, I don't think I heard that policy number correctly, [PII], I apologize. Could you repeat that?
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] 04
[AGENT][NEUTRAL] OK, um, so that policy pulls up someone with a different name.
[CUSTOMER][NEUTRAL] I'm reading it right off the policy schedule and it's for [PII].
[CUSTOMER][NEUTRAL] Bank draft, life policy.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] Um, let's see, OK, so that was 01549204.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, when I enter that into our system, [PII] that does enter somebody else uh completely different, um, so do you happen to have her social I could search for her that way.
[CUSTOMER][NEUTRAL] I'm reading it too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and then did you have her date of birth?
[CUSTOMER][NEUTRAL] [PII] I found another number also if that might help us.
[AGENT][POSITIVE] I do believe I found it.
[CUSTOMER][NEUTRAL] It's just a six digit.
[AGENT][NEUTRAL] Um, it does look to be about the same. There's just no one. It's [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, sir. OK, give me just a moment.
[AGENT][NEUTRAL] And are you able to verify uh the mailing address that we had for her on file?
[CUSTOMER][NEUTRAL] Mailing address I have is [PII].
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] I think you may have.
[AGENT][NEUTRAL] Uh, that is the correct one I have.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir. OK, and is that that's accurate?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, got it. OK, I appreciate you verifying all of that, [PII]. OK, so we would of course need that death certificate sent to us and I do have a few different methods uh that you can get that to us. I've got a mailing address, a fax number and an email address.
[CUSTOMER][NEUTRAL] Email please.
[AGENT][NEUTRAL] Yes sir, uh let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is [PII], so [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] A as in Alpha, M as in Mike.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's [PII]
[CUSTOMER][NEUTRAL] Care team at.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, now I shall.
[AGENT][NEUTRAL] Did you want our mailing information as well?
[CUSTOMER][NEUTRAL] No, ma'am, I show her husband was the beneficiary. He is deceased. I will forward you his death certificates and then I show a daughter and a son is contingent, [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, [PII] is actually who we have uh currently listed as the beneficiary.
[CUSTOMER][NEUTRAL] Hey, do you have any forms for her or you just need the death certificate and an obituary and assignment form or what?
[AGENT][NEUTRAL] Yeah, so, uh, the death certificate is going to be the first thing that we need of course um and then uh we would most likely need to speak with [PII] as any of that information would go to her any claim information.
[CUSTOMER][NEUTRAL] OK, can I go ahead and forward you the assignment form with the death certificate?
[AGENT][POSITIVE] Absolutely, uh, you can send all of that information at the same time.
[CUSTOMER][NEUTRAL] OK, and you do not need a death certificate on her deceased husband, correct?
[AGENT][NEUTRAL] No, he is not listed unless he had a separate policy she is the only one listed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] We'll get everything.
[CUSTOMER][POSITIVE] That's all we needed, thank you.
[AGENT][POSITIVE] Alright, yes sir, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.