AccountId: 011433970860
ContactId: 03610806-7f30-4039-9b28-9a64131ae0dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409339 ms
Total Talk Time (AGENT): 157379 ms
Total Talk Time (CUSTOMER): 213717 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/03610806-7f30-4039-9b28-9a64131ae0dd_20250110T19:24_UTC.wav
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[AGENT][NEUTRAL] For calling ATL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Sorry, I was chewing. I put you on speaker. I thought I'd be waiting a while. Um, I am calling on behalf of one of your members that um actually passed away. Um, we're handling her estate. I have, I have uploaded, I have faxed, I'm sorry, all of the documents that y'all had um sent requests for, um, including her death certificate and then the legal documents because her children are the um
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Beneficiaries. Um, and I just want to confirm that y'all have everything, you'll have received everything and just ensure that there's nothing else for that y'all need me to do on my end.
[AGENT][NEUTRAL] Can I get your name, please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[AGENT][NEUTRAL] [PII], may I have a callback number, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number of the member?
[CUSTOMER][NEUTRAL] Sure. Um, so she had two policies through y'all. One was the cancer policy and the other was a hospital indemnity policy, and I filed the paperwork for both. Um, which one do you want me to give you?
[AGENT][NEUTRAL] The cancer.
[CUSTOMER][NEUTRAL] OK, that one they gave me a group number. Would that be correct?
[AGENT][NEUTRAL] No, policy number.
[AGENT][NEUTRAL] Do you have the policy number for the hospital indemnity?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, the the hospital indemnity says policy number and it's 1918153.
[AGENT][POSITIVE] Alright, thank you so much. One moment please while I pull up the policy.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you please verify the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] And the address, please?
[CUSTOMER][NEUTRAL] Um, her address was [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you so much for verifying the information. I have pulled up the member's policy. You're calling to verify that we have received those documents. I do see where um those documents was received to us on [PII].
[AGENT][NEUTRAL] It has not obtained a claim number as of yet.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] We are allowed 7 to 15 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To review any documents. If there is any additional information that is required, then um that would notice will be sent um by mail for any additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, the only issue that I have a question with is her house is in the process of being sold. We should be closing a week from today, and we've just been checking her mail because everything that y'all have sent so far has come addressed to her.
[CUSTOMER][NEUTRAL] Um, is there any way that we could get it sent to our address? Um, I mean right now it's no problem to check our mail, but after we sell the house, I can't really do that anymore.
[AGENT][NEUTRAL] Yeah, um, as of until, um, until, if there's no beneficiary on file, if they have to do all of that, until that is done, then we still have to do it that way. So once um that.
[CUSTOMER][NEUTRAL] Yeah. OK. So see, that's the problem. Her, she was not married. Um, she has two minor children. And then, uh, my husband and I have been like appointed administrator for the children, and they live with us. And so that's why it's just been a little bit tricky trying to figure out, making sure we don't screw this up, basically.
[AGENT][NEUTRAL] But yeah, but um until all of that information is verified and that um it's taken care of, we, we, we have to, this is the way that it's done. I can put a note that um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, if any correspondence to um reach out through the, the mail.
[AGENT][NEUTRAL] Mailing address that's listed on the documents.
[CUSTOMER][NEUTRAL] OK, and that would be the, you have [PII] [PII]?
[AGENT][NEUTRAL] I will have to look and see, um, but if, did you put that address on your documents?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I, yes, I put it as our address. Um, I think I put her address for her, but then I put our address and then all the court documents that are, um, like they need it, they needed a judgment declaring your ship, um, and that's all on the court documents for where the kids live, so I just assumed that it would come to us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, until they, um, until it goes to legal, then we can't change any addresses.
[CUSTOMER][NEUTRAL] OK, all right, well thank you so much. I appreciate your help. I think the, the only other question I have, I, I don't know if you can answer this question or not, honestly, I could not find anywhere, um, any like information on her cancer policy, so we are not even really sure how.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEGATIVE] How it, how it's paid. How, how is y'all, how is this y'all's policy work? Is it just a one time I got diagnosed with cancer benefit or does it like reimburse you for your cancer treatment or can, can you explain to me how it worked at all?
[AGENT][NEUTRAL] Um, I actually cannot, um, because I can't give you benefits. I just can tell you that depending on the type of policy that she has, if she had a policy where um she was diagnosed with internal cancer, then she may have had a
[AGENT][NEUTRAL] Benefit for that and treatment, or she might have just had just treatment. Um, I can't pull up her policy, I can't discuss her benefits, but um it just depends on what she had elected for her benefits. So it could have been for all treatment or it could have just been for one lump sum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's something that she would have chosen whenever she signed up?
[AGENT][NEUTRAL] Or both.
[AGENT][POSITIVE] Mhm, that's correct, yeah.
[CUSTOMER][POSITIVE] OK. All right. Well, I guess we'll find out whenever we get, get it through legal. I appreciate your help. Thank you so much. Appreciate it. Have a good day. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, is there anything? Alright, thanks. You too. Thank you for calling APO. Bye-bye.