AccountId: 011433970860
ContactId: fea4799c-5edd-422b-9d83-844a2a8b45f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306950 ms
Total Talk Time (AGENT): 126613 ms
Total Talk Time (CUSTOMER): 83091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/fea4799c-5edd-422b-9d83-844a2a8b45f7_20250221T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I am calling on behalf of my aunt. I have recently passed. I'm just filing about a claim.
[AGENT][NEUTRAL] OK, I can look at that claim for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, absolutely [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Give me 1 2nd, sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't have the policy number, but can I give you any information on behalf of her that would help?
[AGENT][NEUTRAL] Uh, do you happen to have her social?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And uh what was her name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, and this was for her cancer policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go
[AGENT][NEUTRAL] Have we received the or have you sent us the uh death certificate, [PII]?
[CUSTOMER][NEUTRAL] No, that's something that I think I was just waiting on just to, I know the last time I called they were trying to get the claim from her insurance from work. So I think that that's something that I, I can do right now. I have the death certificate, whatever you need from me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes, we would absolutely need that death certificate. Um, I'm not showing that we have any claims for her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what we would absolutely needed that um excuse me, and I from what I have here.
[AGENT][NEUTRAL] I'm also not showing that we have any beneficiaries or anything like that. Um, are you, would you be considered next of kin?
[AGENT][NEUTRAL] Or power of attorney?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we would need information stating that as well, uh, so that we can fully speak about the policy to you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need it, do you
[CUSTOMER][NEUTRAL] Totally, is it, is it something that I need to contact her employer one more time about?
[AGENT][NEUTRAL] Um, well, if you've got that information, you can just send it to us. Um, I'm not sure what this claim is in regard to though, um, as I said, we've not received any claim information, um, but first order of business definitely has to be that death certificate and showing that your next of kin so we can speak with you fully. uh, you can just email that information to us if that's easiest. I can give you that email address when you're ready.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I'm ready in 2 seconds. I'm pulling out my laptop. Give me 1. Thank you so much.
[AGENT][NEUTRAL] Sure, let me know when you're ready.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, go for it.
[AGENT][NEUTRAL] OK, so it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Perfect. [PII]. And what was your first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Awesome. [PII], I'm gonna
[AGENT][NEUTRAL] And then let me go ahead and give you that policy number [PII] uh just so that you do have it for your records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, are you ready for it?
[CUSTOMER][NEUTRAL] 2 seconds. I'm so sorry.
[AGENT][NEUTRAL] Uh-huh. No, you're fine.
[CUSTOMER][NEUTRAL] OK, go for it.
[AGENT][NEUTRAL] Alright, it is 02.
[AGENT][NEUTRAL] 535782.
[CUSTOMER][NEUTRAL] That's 02535782.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I will um follow back. I will follow back with all this.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] All right, sounds good thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.