AccountId: 011433970860
ContactId: f0b28ae3-23a9-44af-8511-9f97473914be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 669820 ms
Total Talk Time (AGENT): 281250 ms
Total Talk Time (CUSTOMER): 204010 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f0b28ae3-23a9-44af-8511-9f97473914be_20250211T14:35_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] Hi [PII], um, I was calling because we received uh a thing in the mail from you guys, um, and we normally do and normally we pay it, um, but I was calling to find out about this policy number.
[AGENT][NEUTRAL] OK. When you say you, are you wanting to just verify if the policy number is the correct number?
[CUSTOMER][NEUTRAL] Right, and what it is because, um, see, I had taken care of all of his stuff and he passed away in August and I can't remember. Usually, he tells me what everything is and what to pay and stuff and
[AGENT][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I just, I can't remember to be honest with you, so that's why I'm calling to find out about because it's saying he owes $180 usually we pay it, but he's no longer here so I need to find out what it's about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, ma'am. I can, I can help you as um as much as I can at this point, once I get the policy pulled up and verify things with you for security, then I'll be able to better help you from there, OK? So, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] This is [PII]. You probably have it on file. I have called before because
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] I took care of all of this stuff.
[AGENT][NEUTRAL] And [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh no [PII] OK. Thank you. And your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 1014688.
[AGENT][POSITIVE] OK, thank you so.
[CUSTOMER][NEUTRAL] It said
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] The premium period 2 1025 through 21026.
[AGENT][NEUTRAL] Um, OK, so.
[CUSTOMER][NEGATIVE] So I was supposed to, uh, I mean normally we pay it but of course we're not gonna pay it because he's no longer here.
[AGENT][NEUTRAL] OK, I must have misheard that incorrectly. Can you please give me the number one more time, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's 1014688 reference number is 153134.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 153134.
[CUSTOMER][NEUTRAL] Yeah, that's the reference number.
[AGENT][NEUTRAL] OK, so give me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I'm not sure if I've located the correct policy number or not. So I again, I will have to verify several things with you first for security. So if you could please verify the insured's name and date of birth.
[CUSTOMER][NEUTRAL] OK, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Also this is Mr. [PII]'s home mailing address that we would have had on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, the phone number that we would have had on file for him.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][POSITIVE] OK, thank you so much. All right, so just one moment.
[AGENT][NEUTRAL] OK, so at this, OK, so Miss [PII], yes, the, the 2nd number you gave me is actually the best number for us to pull up his policy.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Now, when did Mr. [PII] pass away?
[CUSTOMER][NEUTRAL] He passed away [PII] of last year.
[AGENT][NEUTRAL] Of [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so now we will.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK, so there's a couple of things, uh, I'm not gonna be able to provide you any detailed information, Ms. [PII], at this time.
[AGENT][NEUTRAL] Because we, we have to have some additional pieces of information first. Now, there is, we will have to have a copy of his death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there is also what is called a loss of life claim form that will need to be completed and submitted to APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now let me make sure I believe that this form is on our public website. I'm gonna check that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I ask you a question?
[AGENT][NEUTRAL] You can, yes, ma'am. I'm not sure if I'll be able to answer it depending on.
[CUSTOMER][NEUTRAL] OK, what is this um life? What is it? Because I can't remember and his son was asking me because I took care of everything and I just can't remember, um, I know we paid it.
[AGENT][NEUTRAL] The question.
[CUSTOMER][NEUTRAL] But I can't remember exactly what it was because most of the time he would tell me what to pay and what it was and all that, but I just don't remember.
[AGENT][NEUTRAL] Yes, ma'am. All I can tell you it was a life policy, but that's all I can tell you.
[CUSTOMER][POSITIVE] OK, that answers it well enough, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Right. Again, I'm still trying to pull up a few pieces of information on this policy, Ms. [PII], so please bear with me.
[AGENT][NEUTRAL] Now what I can do in addition to um those two documents which we will have to have, they can be submitted back to our, I can give you our email that those can be sent to.
[AGENT][NEUTRAL] And actually, I need to make sure that the loss of life can be, can be
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it does have all of the information on there as to and it will have to actually be mailed I believe because it does have to be notarized.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But what I will do is I will transfer you over to one of the examiners who works in our life division.
[AGENT][NEUTRAL] To answer any additional questions on submitting and completing this claim form.
[CUSTOMER][NEUTRAL] Well, um, well, if you would just give me the address and then um maybe an extension on to who I can speak with, I'm about to head to work, so.
[AGENT][NEUTRAL] Oh, OK, so it all could still call the same number, Ms. [PII], the [PII].
[AGENT][NEUTRAL] [PII] because it all has to come through before because the verification process has to be done before we can get you connected to another, you know, area if necessary.
[CUSTOMER][NEUTRAL] OK, and what is the address? Can you give me that that we will need to send the stuff to if I can pull it off of line and have it notarized and let his son do all that?
[AGENT][NEUTRAL] The mailing address? Sure, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Yes, ma'am, that is correct. Attention claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and.
[AGENT][NEUTRAL] I'm sorry, are you still there, Ms. [PII]? Are you still there? Your voice went out. I couldn't hear you. If you said anything, I wasn't able to hear you.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] Yes ma'am. What's your name?
[AGENT][NEUTRAL] Again, my name is [PII].
[CUSTOMER][POSITIVE] OK, OK, thank you so much, [PII], and um if I had.
[AGENT][POSITIVE] Well, you are certainly welcome.
[CUSTOMER][NEUTRAL] If I have any um other questions I can call back.
[AGENT][POSITIVE] Absolutely. Yes, ma'am. You certainly can.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. Is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.