AccountId: 011433970860
ContactId: f67bd0a5-e7cf-4d13-b277-a0a2f2c632c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1269500 ms
Total Talk Time (AGENT): 369947 ms
Total Talk Time (CUSTOMER): 329809 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/f67bd0a5-e7cf-4d13-b277-a0a2f2c632c4_20250312T20:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And, I want to had, this is [PII]. I had called earlier and talked to [PII] about [PII]'s account with American Public Insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His birthday is [PII].
[CUSTOMER][NEUTRAL] And he is, I'm with him now, so he, he can give you permission to talk to me. I am his sister-in-law. His, my sister and his wife passed away, [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII] at [PII] excuse me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I do not have a policy number. I don't have the account number.
[CUSTOMER][NEUTRAL] So we need to find out what insurance this covers, what, what this policy covers.
[AGENT][POSITIVE] OK. Well, I can definitely um help you with the policy and we are sorry to hear about the loss.
[AGENT][NEUTRAL] Um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, you can call my cell phone number it's [PII].
[AGENT][NEUTRAL] Thank you for that. And the, so the policy is [PII]'s policy or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have his social? I could look the policy up with the social.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Mm.
[CUSTOMER][NEUTRAL] I forgot now 4 it's [PII]. No, you better look it up. OK, let me look it up.
[AGENT][POSITIVE] Oh, take your time. It's, it's fine.
[CUSTOMER][NEUTRAL] [PII] I think.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And [PII] can hear you. I have him on the speaker phone, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm gonna say hello.
[AGENT][NEUTRAL] Hi, how are you doing?
[CUSTOMER][NEUTRAL] I'm fine and you?
[AGENT][POSITIVE] I'm doing good. So I'm just waiting for the um policies to pop up here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm enjoying this pretty weather.
[AGENT][POSITIVE] Yes, it's pretty out here too. I'm actually in [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Well, we're in [PII], so we're not too far from you guys.
[AGENT][POSITIVE] No, not too far and it's uh finally not rainy and ill.
[CUSTOMER][NEUTRAL] Right, right, right.
[AGENT][NEUTRAL] Alright, so it's circling, it's coming. Hold on one moment. I don't see.
[AGENT][NEUTRAL] And that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Hold on just a minute. Let me get my phone back open.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because.
[AGENT][NEUTRAL] I'm not showing a claim with the, uh a policy with the social, but sometimes they don't come over with socials. Was [PII] able to pull it with the social?
[CUSTOMER][NEGATIVE] She didn't ask me for her, his social because I was not with him 10 minutes ago. I drove this, this draft is coming out of his checking account and it's $16.25 a month.
[AGENT][NEUTRAL] 000, OK.
[AGENT][NEUTRAL] Let me see if maybe this is, I believe I may have just found it. I'm using the first and last name. And um Mr. [PII], your middle initial is [PII], right?
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, this is it. Hold on one second.
[AGENT][NEUTRAL] And I just need you to, um, Mr. [PII], to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] OK, it wasn't that [PII]. That's right. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] And he doesn't he doesn't have an email address.
[AGENT][NEUTRAL] OK, that first um address, the [PII], what's the address, because that's what's on file.
[CUSTOMER][NEUTRAL] Well, the [PII] was [PII], but their address has changed to [PII]. They still live in the same house. It's just they've changed the box number in [PII] to [PII] is the new zip code.
[AGENT][NEUTRAL] OK, and Mr. [PII], do I have permission to speak um with your sister-in-law on your behalf?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And ma'am, did you say your name was [PII] because it was breaking up in the beginning.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, and I do have permission, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and that's all I needed. And then, um, [PII], you said that you needed to know the type of policy it was?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, hold on one moment.
[AGENT][NEUTRAL] So this is a whole life policy?
[AGENT][NEUTRAL] Um, let me see who all is included on here.
[AGENT][NEUTRAL] But it's a whole life out.
[CUSTOMER][NEUTRAL] So what does the whole.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] So it's like a, it's a life insurance policy, but it's only on Mr. Mr. [PII], not
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who is the beneficiary on that?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] It says see file. OK, so I'm gonna have to do some digging. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I'm not going through 122 pages. I know that's not what that said.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, thank you so much for holding. I apologize for that wait. I just wanted to check with you. Um, um, the file that has the beneficiary in it is about a 122 pages. So I'm trying to get to where the beneficiary is so I can confirm it for you.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, I just wanted you to know what I was doing on the other line.
[CUSTOMER][NEUTRAL] OK, let me ask you this whole life, does it pay, does it pay if it, is it an accidental or is it whole life or what?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, it's a whole life policy, so, um.
[AGENT][NEUTRAL] It's not like accidental, if in the event that something was to happen to him, there is a
[AGENT][NEUTRAL] Let me see. There's a.
[AGENT][NEUTRAL] $10,000 that the policy could pay would pay out.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] And it does have a beneficiary and it, it says to see the file, but I guess because the, to be honest, the policy has been open since [PII]. So it's all the documents since then in one. So I'm trying to find it. I have my um supervisor working with me too, so hopefully one of us can get to it quickly.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Can he give you a beneficiary to put on there now due to the fact that [PII] has passed away?
[AGENT][NEUTRAL] Well, beneficiaries are, since it has to be notarized, that can only be mailed in to us because of that notary seal, um, so it can't be done over the phone. There's a form I can um have the beneficiary form sent to you, um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] Sure. And then did you want me to, well, hold on, because I had the other address on there.
[AGENT][NEUTRAL] So do I need to update this?
[CUSTOMER][NEUTRAL] Yeah, we need the
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what should I update the mailing address to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, so I will have the beneficiary form mailed to that address and then um did you still want me to see if she's listed?
[CUSTOMER][NEUTRAL] Yes, and do we have, do we need to send a death certificate with that when?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We get the form.
[CUSTOMER][NEUTRAL] Or do you have it? Can you put it in the computer that she has passed away?
[AGENT][NEUTRAL] So I have put
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I did put it in the notes here, but in terms of like an official, we've been notified, yes, you can, when you send the um beneficiary form back, you can like mail a copy of the death certificate in there as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and do when I send that form back, do I put this to your attention, [PII]?
[AGENT][NEUTRAL] No, no, so this is actually going to go to the customer service department. So the letter that the um claim form that I'm sending to you is going to on the first page there, it's going to have an instructions page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh it'll tell you um what's needed for what you're, because it'll it has like a section if you're trying to change the beneficiary, if you want to add a beneficiary, so depending on what you're wanting to do, it'll tell you what you need to submit.
[CUSTOMER][NEUTRAL] Well, to change that beneficiary for [PII] and due to her dad, we'll have to add another beneficiary. Correct?
[AGENT][NEUTRAL] Mhm. So on the claim form, you, you'll just, I'm just saying when you get the claim form, you'll just be following the directions for changing the beneficiary.
[CUSTOMER][NEUTRAL] OK, OK, so you've not found out who the beneficiary is on it yet?
[AGENT][NEUTRAL] Oh, no, ma'am. I'm still going through the pages. I'm on 37 right now.
[CUSTOMER][NEUTRAL] And how many pages were you on? I said.
[AGENT][NEUTRAL] So it's 122 altogether.
[CUSTOMER][NEUTRAL] Oh gosh. Well do you want me to hold on and for [PII] I know who the beneficiary was on that policy?
[AGENT][POSITIVE] Yes, if you're OK with holding, that's not a problem at all. Oh wait, actually, I think I just found it. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, [PII], [PII]. OK, yes. So she's listed as a beneficiary.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Let me let you him tell you who he would like to be the beneficiary, but you need to sign, send those forms on anyway. Your, your name, OK, just give me your name, [PII].
[CUSTOMER][NEUTRAL] You hear me?
[AGENT][NEUTRAL] Yes, sir. I'm writing it down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I will go ahead and I did note that you would like the beneficiary to be [PII], and then once we receive the the beneficiary form notarized, um, we can go ahead and make those changes for you.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Can you give me that policy number?
[AGENT][NEUTRAL] Sure, the policy number is, hold on one moment.
[AGENT][NEUTRAL] It's 152-725.
[CUSTOMER][NEUTRAL] 152725
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much and I appreciate you being so kind and patient with us.
[AGENT][POSITIVE] Oh, you're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Not that I know of if that's all that.
[CUSTOMER][NEUTRAL] This is that's what we needed to know.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, dear. You too.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Have a blessed one and bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.