AccountId: 011433970860
ContactId: f8a2c194-15d0-4907-91b6-12727505000c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349059 ms
Total Talk Time (AGENT): 138443 ms
Total Talk Time (CUSTOMER): 133539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f8a2c194-15d0-4907-91b6-12727505000c_20250307T22:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey sir, how are you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing well. Um, my name is [PII] and [PII]. Um, I was told to give you guys a call from my mother who recently passed and to give you an ID number and I guess find out what my process is, um, and things of that nature.
[AGENT][POSITIVE] OK. Yeah, let's take a look. I'm sorry to hear of your loss. Do you have the uh policy number there? I can pull this up.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So, uh, what they gave me from her job was this ID number starts with a GA.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, yeah, we generally, ours, they don't have a lot.
[CUSTOMER][NEUTRAL] It's an ID number
[AGENT][NEUTRAL] Yeah, they don't have letters and um let me try by just name and.
[CUSTOMER][NEUTRAL] This, oh this and they I mean they said I need to be this, I need to be talking to claims and benefits.
[AGENT][NEUTRAL] OK. What's her, what was, what's the last name?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is that spelled [PII]?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can you verify with me the address we would have had on file?
[CUSTOMER][NEUTRAL] It's possibly [PII], or it would be, um, that I think that should be the address I, I believe that would be it.
[AGENT][NEUTRAL] OK, yeah, that looks like it's it. And then let me get, um, do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Alright, I've got her policy here. Let's see.
[AGENT][NEUTRAL] And I apologize again, sir. What was your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] All right, thank you so much. OK, so.
[AGENT][NEUTRAL] I am gonna get somebody on the line, um, and they are going to go over what documentation will be needed um just to um report all of that information of her passing. Um, if anything happens on the transfer, is the [PII] a good call back?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. All right. Bear with me one moment and I'll get somebody on the line for you.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][NEUTRAL] I'm fine. How are you, [PII]?
[AGENT][NEUTRAL] I'm good, thank you for asking. Um, I have the son of an insured on the line and he just needs um some information on what to do. His mother's policy, um, she has passed away, unfortunately.
[CUSTOMER][NEUTRAL] OK, I keep telling that. What's that policy number?
[AGENT][NEUTRAL] The policy number is 02286512.
[CUSTOMER][POSITIVE] OK, let me pull that up. I'm sorry.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Insured's name should be, no, that's OK. It should be [PII].
[CUSTOMER][NEUTRAL] Alright, and what is his name? Did you get that?
[AGENT][NEUTRAL] Yes, his name is [PII] and that starts with a [PII]
[CUSTOMER][NEUTRAL] 7. OK, that's different, but pretty, uh.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, all we're all I'm going to do is have him email us a copy to the uh the death certificate to the care team.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's all he has to do this thing.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh wait, wait, no, wait, wait, wait, wait, wait.
[AGENT][NEUTRAL] OK. I'm waiting.
[CUSTOMER][NEUTRAL] OK, this is [PII].
[AGENT][NEUTRAL] That's his mom, right.
[CUSTOMER][NEUTRAL] OK, now this is a group policy that has to go, he has to go to her employer. They, they'll notify us when, yeah, OK, uh let me speak with him. They'll notify us that she's passed. We only can turn, you turn right, right. Thank you. It was not happening, sister. It was not happening.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Individuals.
[AGENT][POSITIVE] I got you girl, got you, girl. All right.
[CUSTOMER][POSITIVE] All right, dear. Thank you.
[AGENT][POSITIVE] Here he comes, thank you.
[CUSTOMER][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking. How about yourself? I'm fine, thank you, sir.