AccountId: 011433970860
ContactId: fb9c9758-113e-40a6-a619-eb4d1245c9bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 673669 ms
Total Talk Time (AGENT): 340852 ms
Total Talk Time (CUSTOMER): 378396 ms
Interruptions: 14
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/fb9c9758-113e-40a6-a619-eb4d1245c9bb_20250310T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, [PII], my favorite person.
[CUSTOMER][NEUTRAL] This is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Good, let me give you a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 229-2804.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You didn't seem too happy when I said that. It's like, what is it now today?
[CUSTOMER][NEUTRAL] I picked up on that.
[AGENT][NEGATIVE] No, it's so, you know, it's Monday. It's not even work, really. It's just life.
[CUSTOMER][NEUTRAL] I, I know.
[CUSTOMER][NEUTRAL] I think that this, uh, who I'm speaking with is [PII]. um, he was dependent on the policy uh part one has passed away, um, there was no beneficiary named, but he is stating he is the next of kin, he's spouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um it looks like the [PII] called and it says called insured. This was [PII] but she passed away in [PII], so maybe to [PII] left a message that we have not received the affidavit and we cannot pay her claims until we receive it. Um, [PII] says he's not received anything and he's wanting to know if we can resend whatever it is that we need it notarized, the affidavit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, so he needs to know if we need the affidavit notarized and if we can resend it?
[CUSTOMER][NEUTRAL] He knows that we need the affidavit. He hasn't received it, and that affidavit is to be notarized, correct?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] If I'm not mistaken, yes.
[CUSTOMER][NEUTRAL] OK, so he just needs another copy of the affidavit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he's not technical savvy. He said that, um, if, yeah, just give him our fax number to send it back.
[CUSTOMER][NEGATIVE] He's still kind of sad about the loss, so little.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, of course.
[CUSTOMER][NEUTRAL] So a little sensitive, um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is he wanting to speak with someone about it? Because I mean.
[CUSTOMER][NEUTRAL] Yeah, yeah, he's just wanting if you could assist him in getting the affidavit resent to him please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's pretty much all he wants.
[AGENT][NEUTRAL] Oh OK, because I mean.
[AGENT][NEUTRAL] There's not, I mean, there's really not anything I can do other than tell [PII].
[CUSTOMER][NEUTRAL] OK, well, we can't call the examiners directly.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] Gotcha, gotcha, gotcha. OK. OK.
[CUSTOMER][POSITIVE] Or I would, yeah, I would, so I won't, I don't wanna get in trouble.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, yeah, of course not, of course not. OK, let's see, um.
[CUSTOMER][NEUTRAL] And so we were called to call this extension um.
[AGENT][NEUTRAL] Yeah, of course, let me see.
[AGENT][NEUTRAL] I'm trying to see when we send it out so I can.
[AGENT][NEUTRAL] Kind of, it looks like we sent an affidavit a couple of times.
[AGENT][NEUTRAL] And the address on file has been verified, correct?
[CUSTOMER][NEUTRAL] Mhm. She's been, he's been fully verified.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] You know, he said that people have been taking things out of his mailbox and coming into their home and taking things. Yeah, so he said that he thinks that maybe this was something taken from the mailbox he doesn't know, but he's very kind of distraught and it's like he's just now dealing with this, and she passed away. Yeah, so.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] Shut up.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Blessings.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, anything we can do to help him.
[AGENT][NEUTRAL] Yeah, for sure, OK, yeah, I'll, um, I'll talk to him and kind of see what I can do because other than the address on file, I'm not really sure. I'll have to ask [PII] too like I'll see if there's an alternate that he might feel more comfortable sending it to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then I'll talk to [PII] about it directly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. You rock. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Here he comes.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hey, Mr. [PII], how are you?
[CUSTOMER][POSITIVE] I'm doing pretty good. Hey there.
[AGENT][NEUTRAL] Uh, my name is [PII]. I'm with the claims team. [PII] was saying that you were having some issues getting this affidavit and that you were just wanting some assistance, maybe trying to get it resent.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, OK, um, so she said that you're having issues with people taking stuff out of your mailbox.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That is crazy. That is crazy. OK, is
[CUSTOMER][NEGATIVE] A lot of things. It is, things are missing from the home.
[AGENT][POSITIVE] That is wild. That is so wild.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, is there an alternate address that you may be more comfortable with us sending it to since you're having issues?
[CUSTOMER][NEUTRAL] Um, no, ma'am. There's not because I don't really have any more family in this area where I live, but I have a locking mailbox, but I'm, I'm very suspicious that someone have a key to it. So I would have to check it every day and hopefully get that and maybe y'all could call me back and say, did you get it or if I, if I, if I received the mail that I send it out, I could call you and say, yes, I've got it. I've got to feel a lot. I'm gonna drop it in the mailbox tomorrow or the next two days or something. So, you know, it could be held more quickly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK, so let me get with the examiner that sent it to you. I will let her know of the issue so that she can get that request re like get that document resent, um, so that we can get this processed for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then what we'll do is I will ask her at that time to also give you a call and say hey this has been requested to be resent you know it should be sent within you know 24 hours or 48 hours, whatever the case may be whenever she gets that submitted for the request and then um we'll set some type of notification as well to contact you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And about with the mail, you know, it's usually 5 to 7 days, um, especially since you're in [PII], it shouldn't take too long from [PII] to get to you, um, so and I will see if either she or um one of us will set a reminder to contact you and try to see if you've gotten it or to at least be looking for it so that we can make sure.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. That'd be so nice. Yes, ma'am.
[AGENT][NEUTRAL] Um, yeah, of course. Do you mind, um, like, do you plan on mailing it back or you're gonna try and fax it, or how would you prefer to send it back?
[CUSTOMER][NEUTRAL] Uh, what, what would you want me to do? fax it, uh, um, mail it.
[AGENT][NEUTRAL] Whichever one's easier for you if you're having issues with your mail I would just recommend instead of putting it in your mailbox mailbox trying to get it directly to the post office.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so I can go to an app store that's near, near where I live and get with a fax number I can get it faxed to y'all everything, but y'all have a lot of information on her. I've sent about 8 to 10 papers there. Yes, ma'am, but I, I've got more.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, it's literally the only thing we need I think.
[CUSTOMER][NEUTRAL] Yes, ma'am, and I've got some other papers that I told the other lady I just spoke with downstairs where when she was on her sick bed at the hospital, she didn't tell the doctor, but her vision improvement had had gone, but they wouldn't let me write. I understand. And, and she scribbled and got all off the lines and everything and you can hardly make out what the letters were or nothing, but she couldn't see. And in, in small print there's a a place for a beneficiary. She couldn't even see that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Goodness. Gotcha, OK.
[CUSTOMER][NEUTRAL] She could not see that and I have those papers. If y'all want a copy of what I'm speaking about, I mean, uh, if you want me to, I'll definitely put drop that in there, in with that faxed to y'all, but she couldn't see.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] God bless her.
[CUSTOMER][NEGATIVE] Because she would tell me I was sitting by her bed and she said, Where are you? And I said I'm sitting right here, and she couldn't see me. Her bit that got so bad. She had suffered with cancer for so long, over 3 years and 7 weeks in the hospital, but
[AGENT][POSITIVE] Goodness. Yeah.
[AGENT][POSITIVE] Bless her heart.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It was awful. Yes, ma'am. But anyway, I, I'll, I'll send a copy of those papers where she, her handwriting, viewed all, all of the paper, you know, what she's supposed to be writing. She couldn't see what to be done, but I, I said I'll write it. You just, she said then, but the people at the hospital said no, she have to do it. And that's what.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh my. That's crazy.
[CUSTOMER][NEUTRAL] Yes ma'am and
[CUSTOMER][NEUTRAL] Yes, ma'am, and
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh, I'm so sorry that you had to deal with that and that you lost her to, to such an awful disease. I know that was rough.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh boy, it's, you know, you hear about cancer?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. You hear about cancer and you know what cancer is, but until you see it close up, it's a whole different situation and circumstances. Everyday something different.
[AGENT][NEUTRAL] It really is. My grandfather passed away from cancer two years ago and actually, we recently, yeah, my grandfather. Mhm.
[CUSTOMER][NEUTRAL] You said your grandfather?
[CUSTOMER][NEUTRAL] Your grandfather. Well, you know what I'm talking about.
[AGENT][POSITIVE] I do. It was, it's, he went from this strong independent man to, to needing help going to the bathroom. It was, it was, it's wild to see them go through that.
[CUSTOMER][POSITIVE] And I feel sorry for you.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am. Yes ma'am. I feel your pain. You know exactly what I'm speaking about.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I do, I do. I'm so sorry.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am. Well, thank you, yes ma'am. So whatever y'all decide to do on sending papers, I will act quickly and responsibly about everything if there's any more added questions or something that's needed, y'all have my number, please call me, but I am going to send in with those, uh, other papers once I feel I can get those faxed to y'all. I'm going to, uh.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send a copy of the original paper that she scribbled to fill out. Yes, ma'am, and I know you're gonna give me a fax number, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am. Are you ready for that?
[CUSTOMER][POSITIVE] Yes, ma'am, I'm talking so much.
[AGENT][NEUTRAL] OK, OK. I just wanna make sure you're ready to write it down. I didn't want you hunting for a pen while I started spitting stuff out.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right then. Yes, ma'am.
[AGENT][NEUTRAL] OK, it is 877.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. OK.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, yes ma'am, I got that.
[AGENT][NEUTRAL] And you can just put attention claims or something like that that way you know just claims department or attention claims something along those lines so they know it belongs to us and put that policy number of hers on it so they know which policy it belongs to.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I gotta make sure I still have her policy number. Would you have that?
[AGENT][NEUTRAL] Do you want me to provide that as well?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] Sure. So, it's going to be 229.
[CUSTOMER][NEUTRAL] 22229.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 229
[AGENT][NEUTRAL] 2804.
[CUSTOMER][NEUTRAL] 2804 policy number.
[AGENT][NEUTRAL] Mhm, that's it, that's the policy number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright then, so I'm gonna be looking at the mailbox every day when I get off work and checking in as soon as I get them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'll speak to the examiner and and see if they'll go ahead and give you a call once they know that that's being sent out so you'll know to be looking for it also.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am and thank you.
[AGENT][NEUTRAL] Of course. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, ma'am. You can pray for me though. Yes, ma'am, forget that. You can pray for [PII], I can pray for you. Yes, ma'am.
[AGENT][POSITIVE] OK. Absolutely.
[AGENT][POSITIVE] Absolutely, I certainly will.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] OK. You're very welcome. You have a wonderful day, OK?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.