AccountId: 011433970860
ContactId: f12b03b7-9a12-4e50-b2d9-16e300cb02df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1515380 ms
Total Talk Time (AGENT): 398498 ms
Total Talk Time (CUSTOMER): 485145 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/f12b03b7-9a12-4e50-b2d9-16e300cb02df_20250509T20:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Um.
[CUSTOMER][NEUTRAL] I need to uh uh I, I called and they said they were going to email me.
[CUSTOMER][NEUTRAL] Something so that I could, cause I mailed my
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Copy of my
[CUSTOMER][NEUTRAL] Death certificate and stuff, but they said they didn't get it and I mailed it in in July.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the [PII], so they should have got it by now.
[AGENT][NEUTRAL] Like [PII]?
[CUSTOMER][NEUTRAL] [PII]. Wait a minute. No, I probably had that wrong. I mailed it on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're wanting to see if it has been received?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But surely that.
[AGENT][POSITIVE] Well, I can definitely help you um figure out what's going on and um.
[AGENT][NEUTRAL] Get you the correct information so we can get it received if we have it. May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] This is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And may I have your
[CUSTOMER][NEGATIVE] She said she was sending me an email but I didn't get it.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] OK. May I have your um policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] So security on the relationship.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, yeah. 001.
[CUSTOMER][NEUTRAL] 509.
[CUSTOMER][NEUTRAL] 35.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have the policy here. It's coming up now.
[AGENT][NEUTRAL] And what is the policyholder's name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Would that be the next of kin of date well that are with the one that that that the policy was on is that insured the one?
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] I'd be, it's supposed to be, it's supposed to be [PII], but they put [PII].
[CUSTOMER][NEUTRAL] That's what's on the policy. [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what
[CUSTOMER][NEUTRAL] And it was a beneficiary was my mother, but she passed away before my dad did.
[AGENT][NEUTRAL] OK, so you're, you're, you're their children, your, sorry, you're their child, their daughter.
[CUSTOMER][NEUTRAL] Exactly the only one left.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And let me check on the email.
[CUSTOMER][NEUTRAL] I can just mail it all again and see if they.
[CUSTOMER][NEUTRAL] Takes
[AGENT][NEUTRAL] Do you want me to, um, well, it's up to you if you'd like me to send you the loss of life claim form, I can do that. Um, I can email it to you if you, if you want to, it's up to you, whatever you want to do.
[CUSTOMER][NEUTRAL] Whatever it's the most likely to get to you.
[AGENT][NEUTRAL] OK, if I send.
[CUSTOMER][NEUTRAL] I have a form.
[AGENT][NEUTRAL] You have the loss of life claim form?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it the the one I have, I had it uh notarized and everything that I signed it.
[CUSTOMER][NEUTRAL] And I sent a copy to y'all. No, I have a copy. I sent y'all the original.
[AGENT][NEUTRAL] OK, hold on, I'm downloading the form so I can.
[CUSTOMER][NEUTRAL] Well this
[CUSTOMER][NEUTRAL] This is also uh.
[CUSTOMER][NEGATIVE] I I don't wanna watch. Maybe I had two originals because this is the original one here that I signed, I think. I don't think that's.
[CUSTOMER][NEUTRAL] But it may be I don't know.
[AGENT][NEUTRAL] OK, and you said that you, um, you have a copy of it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, yeah, if you already have the copy and you already have it notarized, um, you can send it, you can send what you have like another copy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] As long, but the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have a copy of the death certificate as well. I'm just going through this trying to see if this, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I have a death certificate.
[AGENT][NEUTRAL] OK, well, as long as you have the death certificate and the um the claim form and it's notarized, you can go ahead and mail that copy in um and make sure that you put
[AGENT][NEUTRAL] Also, like all of your, uh, well, it'll be on there, the next of kin, the contact information I was gonna say, but it's already on the claim form.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, so you can definitely um send that in.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'll try it again because like I say, I, I, uh.
[CUSTOMER][NEGATIVE] Do you need uh do you, you know, I don't wanna send this original.
[CUSTOMER][NEUTRAL] Death certificate is the only one I have is a copy of it all right.
[AGENT][NEUTRAL] Is a copy of the I'm sorry, yeah, is a copy of the death certificate OK, you're saying?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you can send a copy of it in and keep the original.
[CUSTOMER][NEUTRAL] OK, that's what I'd rather do because.
[CUSTOMER][POSITIVE] You know, I'd have to go buy another one.
[AGENT][NEUTRAL] But now
[CUSTOMER][NEUTRAL] If I needed it for anything.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The claim form.
[AGENT][NEUTRAL] I'm just thinking about what the claim form being notarized, but you have a copy of the notarized claim form?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I do it was done in July.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment. So let me see how this is. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] [PII]o, go ahead.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Something that don't fit. What you mean? I a.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, there we go. So that's where we at. So now she's trying to.
[AGENT][NEUTRAL] So that's what she's, OK.
[AGENT][NEUTRAL] Now, does it have to be?
[AGENT][NEUTRAL] That is my next question, um.
[AGENT][NEUTRAL] OK, it doesn't say that.
[AGENT][NEUTRAL] I mean if they have any.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for the wait. I just wanted to read through um the claim form. I didn't want to say one thing and it be another. But on the claim form, it does not say that it has to be the original notarized copy. So if you have the, if you have a copy of the um notarized claim form that you sent in originally, yeah, you can go ahead and send that in with the um death certificate.
[CUSTOMER][NEUTRAL] Rein.
[CUSTOMER][NEUTRAL] Because I, I mailed you, I mailed original.
[CUSTOMER][NEGATIVE] In [PII] and y'all haven't got it so something happened to it somewhere.
[AGENT][NEUTRAL] Yeah, I'm not sure what happened. I definitely apologize for the inconvenience. Do you, do you remember if it was sent to [PII] or [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It was sent to [PII] City, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's the correct address as well.
[CUSTOMER][NEUTRAL] At least that's what I have on here.
[AGENT][NEUTRAL] Yes, that's the correct address. Now, once we get these documents, if anything else is needed or can't be used or something, then we would definitely notify you, but um just reading the claim form, I don't see it. It just says the form must be notarized and have your signature um for the benefit consideration, so.
[CUSTOMER][POSITIVE] But I'm good
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I will hope that a copy is OK.
[CUSTOMER][NEUTRAL] OK, I've got uh just made a copy.
[CUSTOMER][NEUTRAL] Of the original.
[CUSTOMER][NEUTRAL] Death certificate.
[CUSTOMER][NEUTRAL] It doesn't have on the top, OK, so my.
[CUSTOMER][NEUTRAL] I'll have to do it again I guess I don't have the.
[CUSTOMER][NEUTRAL] County of Aransas path on it. I just have all the information on it.
[CUSTOMER][NEUTRAL] A County of [PII] now.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, how would I do that?
[AGENT][NEUTRAL] How would you, how would you get the counting on it?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, how would I get it on the copy? My, my copier only does legal I mean regular size, not legal size, and this certificate is legal size, so I couldn't get the whole copy one time, but I could.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Get the bottom
[CUSTOMER][NEUTRAL] I got the bottom so I could take the top and combine them I guess or something.
[AGENT][NEUTRAL] You could take a picture of the death certificate and wait a minute.
[AGENT][NEUTRAL] We already, hold on one second because I thought.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We might not even have to do the death certificate. Let me see.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Hold on one second. Mhm.
[CUSTOMER][NEUTRAL] You might already have it where I said.
[AGENT][NEUTRAL] But if we
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Oh, there was an obituary that was sent in. OK, OK, OK.
[CUSTOMER][POSITIVE] I hope you do.
[CUSTOMER][NEUTRAL] Obituary. Why would I send that?
[AGENT][NEUTRAL] Back in [PII].
[CUSTOMER][NEUTRAL] Oh well that was.
[AGENT][NEUTRAL] I mean, I don't know who sent it, it just, that's what we received the claim from
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Customer service.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] He died in August. No, he didn't. Yes, he did. I'm sorry. He died in [PII].
[CUSTOMER][NEUTRAL] Uh, 5 days after his birthday.
[CUSTOMER][NEUTRAL] Uh, I've got this, I've got the certificate if I can mail it if you need it, but.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, I don't wanna send you my original, but I can.
[CUSTOMER][NEUTRAL] I can try to get it.
[CUSTOMER][NEUTRAL] Onto this piece of paper.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so no, I just want to go through the notes to see if we have.
[AGENT][NEUTRAL] Received the death certificate or not, but no, we have not received it. OK, so,
[AGENT][NEUTRAL] Well, I'm not sure how you can make if make a copy there. Um, is there a way you can take a picture of the, the um death certificate and email it to us, but you can't email the claim form because we can't accept claims through email, but you can send the death certificate.
[CUSTOMER][NEUTRAL] OK, I can do that um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can try that. They were supposed to have emailed me.
[CUSTOMER][NEUTRAL] And to do it with email to send them but.
[AGENT][NEUTRAL] You want me to, I can email it to you.
[CUSTOMER][NEUTRAL] Uh, let me check again maybe.
[CUSTOMER][NEUTRAL] Yeah I think um I was looking and I hadn't gotten it yet and I was just saying I'm gonna check and see if it's come in now.
[AGENT][NEUTRAL] And also um check the spam folder as well. Sometimes the patient or insured say it comes through their junk folder too until they move it over.
[CUSTOMER][NEUTRAL] But I got old equipment, but.
[CUSTOMER][NEUTRAL] Yeah, because I don't have it as a.
[CUSTOMER][NEGATIVE] Trouble getting your pages well but.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] That ain't gonna work.
[AGENT][NEUTRAL] You don't see it.
[CUSTOMER][NEGATIVE] Oh, stupid.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Ah yeah.
[CUSTOMER][NEGATIVE] I made a copy of something that to send it to somebody else and I said no that ain't gonna work.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I would, it will necessarily have to be to y'all for you to receive it.
[CUSTOMER][NEUTRAL] So let me look on I'm trying to get on my email.
[CUSTOMER][NEUTRAL] And uh do that, you know, just.
[CUSTOMER][NEUTRAL] Uh, did, I don't think she gave me. Let me see if it's on this so I'll be on here the email.
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Got a fax number but.
[CUSTOMER][NEUTRAL] Oh I guess it would be uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] For our
[CUSTOMER][NEUTRAL] That would be all email.
[AGENT][NEUTRAL] No, that's our website, but I can give you our email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email address is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Care team, um, so [PII] Yes, ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] C A R E.
[CUSTOMER][NEUTRAL] D E A M
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that all small letters or?
[AGENT][NEUTRAL] Um, it can be either or.
[CUSTOMER][NEUTRAL] Oh, OK, OK, [PII].
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Care team at that OK.
[CUSTOMER][NEUTRAL] OK, well I will try that.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] No sense in you waiting on line while I tried or do you want to?
[AGENT][NEUTRAL] um, while you email it to us?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, it's up to you. Um, I'm not on the email team, but I, I mean, if you want me to wait with you, I can.
[CUSTOMER][NEUTRAL] OK, let me check again and see if I got it from your first junk mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you need me to resend a copy of the loss of life, uh, claim form, I can, I can resend it to you.
[CUSTOMER][NEUTRAL] Oh, no, I think I've got that, um.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] Yeah, I have the, the, the, I have the, the only thing is at the top of it, I wrote, I have a copy of the claim form, but on the top, but of course, when I make a, I can make a, I can wipe that out and make a copy of it to send to you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the loss of claim form.
[AGENT][NEUTRAL] Like, what else?
[CUSTOMER][NEUTRAL] I wrote, I wrote in the on the right top right corner that I mailed, mailed the originals [PII] to y'all.
[AGENT][NEUTRAL] Oh no, you can keep that note on there.
[CUSTOMER][NEUTRAL] But somehow
[CUSTOMER][NEUTRAL] Oh, OK, even though it's gonna be sent later.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, um, if you put a note on there that you sent the originals in [PII], yeah, I would definitely um keep that on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can just fill out the, the rest of the form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and let's see.
[CUSTOMER][NEUTRAL] This would be
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEGATIVE] It's giving you a hard time.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] It's old and it's slower than 7 year itch. I can't get anything.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] I was not expecting that. That was funny.
[CUSTOMER][NEUTRAL] Plus the person trying to use its older than that, way older, so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] That's hard.
[CUSTOMER][NEGATIVE] Then you have to mess with it I am computer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At one time I was real good on the computer but I got away from it and I don't.
[AGENT][NEGATIVE] Got a little rusty.
[AGENT][NEUTRAL] We can always pick it back up because they don't look like it's going anywhere.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It just down here, it won't change.
[CUSTOMER][NEUTRAL] It'd be so easy if it would just work.
[CUSTOMER][NEGATIVE] I push too many buttons probably to to catch up.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Get it
[CUSTOMER][NEUTRAL] Well, do you want me to just call you back when I get on it?
[AGENT][NEUTRAL] You can or um.
[CUSTOMER][NEUTRAL] Oh you wanna go.
[AGENT][NEUTRAL] Well, it's up to you.
[AGENT][NEGATIVE] I don't want you to, I don't want to.
[CUSTOMER][NEUTRAL] Well, and I
[AGENT][NEUTRAL] Leave you.
[AGENT][NEUTRAL] If you need help, but I mean if you want to call us.
[CUSTOMER][NEUTRAL] Well, if you, if, if you have to.
[CUSTOMER][NEUTRAL] If you have to get, you know, you have other people to take care of and stuff, so waiting on may not be.
[CUSTOMER][NEUTRAL] You know, you might need to go on instead of waiting on them.
[AGENT][NEUTRAL] OK. Well, if you
[CUSTOMER][NEUTRAL] But whatever.
[AGENT][POSITIVE] If you need anything, just give us a call. I'll go ahead and and jump back in, but if you need anything, just give us a call and you know, we're here to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too and [PII] bless you.
[AGENT][POSITIVE] Thank you. God bless you also. Bye-bye.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] I guess I do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm