AccountId: 011433970860
ContactId: f3a9e40e-2e10-47d2-bc0d-7f7e9fcad4f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509019 ms
Total Talk Time (AGENT): 225140 ms
Total Talk Time (CUSTOMER): 154816 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f3a9e40e-2e10-47d2-bc0d-7f7e9fcad4f8_20250114T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm doing wonderful. Um, I have a lady on the line and her son [PII], um, and from my understanding, [PII]'s supposed to be the beneficiary on his aunt's policy, and, um, she passed away and they're calling to like get next steps. Unfortunately, I don't see [PII]'s name listed on any of her three policies, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I I just don't know. I'm not very familiar with the loss of life stuff um but they did say that they have not submitted anything yet to us so I just wanted to get them in touch with somebody to explain like next steps.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, uh, what, what is one of the policy numbers?
[CUSTOMER][NEUTRAL] Yes, so I'm looking at the cancer policy. It is 253-578-2.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I don't even know like if I'm allowed to tell them like if she has any, even if she has any like loss of life benefits.
[AGENT][NEUTRAL] No, we are not allowed to discuss that unless they uh provide um any paperwork to us um or until we find that he is indeed a beneficiary, but it will take us a little bit of time while we research into documents, probably an application. Um, if we are not able to find anything, we would be trying or.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Pretty much he would need to try to reach out to the employer. They probably have the initial records, so it, it will involve um the employer.
[CUSTOMER][NEUTRAL] OK perfect um that is good to know. I will keep that in my memory if they're not listed on the account then we just do I just tell them like what I say like oh our legal team will get in touch and they'll go through those records with the employer is like that how I would word it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, um, or we would be reaching out back to them, um, um, responding back if we were able to find anything or not. In the case not they would have to reach out to the employer, um, but I can take the call and provide all the information. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I will, um, transfer them over to you, Miss [PII], and I'll I got [PII]'s name but I didn't get the lady's name, um, but I'll do my best to introduce you all.
[AGENT][NEUTRAL] OK, um, I've pulled up the policy and is it for Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] All right, got it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Hello, are you all still there with me? Yes, we're here. Hey there, so I have Miss [PII] on the line she's at our customer service department, um, and she's going to be able to go over those next steps with you all, OK?
[CUSTOMER][POSITIVE] OK thank you so much. Yes, it's my pleasure thank you all.
[AGENT][POSITIVE] Hello, good afternoon. This is [PII] customer service.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] I was just advised um about that uh we are researching information about the beneficiaries under um your mother policy. Is that correct?
[CUSTOMER][NEUTRAL] Sister-in-law.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am so sorry for your loss. Um, I am trying to search um about who are the beneficiaries listed into the policy. Um, if you allow me just a minute to look into our documents, um, to try to find out, would y'all be OK with it?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] All right. I'm gonna place you on a brief hold.
[AGENT][NEUTRAL] I'm gonna try to find out um to look through the paperwork. um I will be back in just a minute.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. All right, so I already looked through um our
[AGENT][NEUTRAL] Documents for the policies. Unfortunately I was not able to find any information about the beneficiaries. Um, as of the steps that will follow, I would recommend to reach out to the employer. Um, they usually keep out records about the beneficiaries, um, for the policies issues. Um, I will say also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] as well that if the employer is unable to provide that information, um, the only way that we can um help out with any type of claim that you have.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They're the ones I did that.
[CUSTOMER][NEUTRAL] They're the ones who provided it to me that it was my son, so they do have it, um, so they need to reach to call you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, that way they can um send us the paperwork about the beneficiary information, um, and we can, um,
[AGENT][NEUTRAL] Pretty much put in all that information so in case I'll have to file any claim um or anything are listed there.
[AGENT][NEUTRAL] Yes, that will be the most um,
[AGENT][NEUTRAL] The research that can be used.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, thank you. So just have them contact.
[AGENT][NEUTRAL] You're very
[AGENT][NEUTRAL] Mhm, yes, they.
[CUSTOMER][NEUTRAL] They're they'll have.
[AGENT][NEUTRAL] I'm sorry, I couldn't hear you very well. Can you repeat that?
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] They will have your
[CUSTOMER][NEUTRAL] They will have your information.
[AGENT][NEUTRAL] Um, yes, they can. Yes, can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, sorry, yeah, I can hear you're kind of cutting in and out.
[AGENT][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] I can provide an email where they can um send the information directly to us um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Let me know whenever you're ready.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] OK, that will be care team.
[CUSTOMER][NEUTRAL] Care team
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome and I hope you all have a nice day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.