AccountId: 011433970860
ContactId: 061f150a-099b-4856-86f3-9e259425a761
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350779 ms
Total Talk Time (AGENT): 183261 ms
Total Talk Time (CUSTOMER): 143784 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/061f150a-099b-4856-86f3-9e259425a761_20250115T13:20_UTC.wav
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[AGENT][NEUTRAL] You for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I'm calling on behalf of my mother and.
[CUSTOMER][NEUTRAL] Um, and I just have a quick question. So me and her actually have the high, um, cancer policy, um, through MISD. And she passed and I'm still trying to find everything that she has, um, and I am her.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I went to court and so I have everything, you know, I'm over everything that she has or had. And I was gonna see, is it too late to file a claim on her behalf?
[AGENT][NEUTRAL] OK, let's do this first. Do you happen to have her policy number?
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't.
[AGENT][POSITIVE] What's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you happen to know your mother's uh social security number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] hold on, hold on, I have to get to that screen one moment, uh huh, that's OK.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][POSITIVE] OK, I'm ready now.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you for that information. And what was Ms. [PII]'s date of death?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. OK, thank you. And um, you know, my condolences for your loss. So let's see if, uh, verify her date of birth for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you for verifying that.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] One moment. Thank you for your patience.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, could you give me her social one more time, please? It looks like my screen flipped.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I'm not
[AGENT][NEUTRAL] All right. Thank you for your patience. All right. So I'm showing this policy um uh did terminate on [PII]. And let's see, this is a cancer policy. We do not have a timely filing limit. So you still have time to file anything where she was diagnosed with a malignant diagnosis of cancer. Um, that's what this policy covers, OK? Do you know how to get the claim form, you know what, which website to go to?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I, yes ma'am, so I went through your claim site and uh I see the counter.
[AGENT][NEUTRAL] Claim form
[CUSTOMER][NEUTRAL] I have cancer, yes, ma'am, cancer form. I do believe.
[AGENT][NEUTRAL] Yes, and you need to submit the, um, you need to submit a pathology report, pathology report that originally diagnosed. OK. All right. Well, that's, that's all we need. Mhm. And have you turned in the death certificate yet?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am, and I have that in.
[CUSTOMER][NEUTRAL] OK and
[CUSTOMER][POSITIVE] No ma'am, and I will definitely do that as well.
[AGENT][NEUTRAL] OK. And then 11 more additional piece of information because your mother is, did not name a beneficiary on this policy. You mentioned in the prior when you were speaking a prior conversation that uh you earlier conversation that you were appointed over everything in the court. So if there's a will or a testamentary from probate court, you will need to submit that along uh with the information as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then we also still need a list of next of kin for Ms. [PII]. So if Ms. [PII] has any other living children aside from yourself, we need their names, or they, they can be living or deceased. We need their names, their dates of birth, their addresses and their phone numbers. OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. All right, anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] No, ma'am, so I, OK, so, um, I'm just gonna read this back to you. OK, so the pathological report which I have, I have her, um, date or her death certificate. I have that and I have the letters of testamentary. Is that it?
[AGENT][NEUTRAL] All right. Mhm.
[AGENT][NEUTRAL] And then you need a list of next of kin where you need to write out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All her children
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Living and deceased. Does she have any deceased children?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so all her children's, their names, their relationship to Ms. [PII], and their addresses and phone numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, um, so my brother doesn't have an address. So I don't, so could I just use her address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, where is he currently staying? I would suggest using that address.
[CUSTOMER][NEGATIVE] Uh, well, he don't have a place. He's staying.
[AGENT][NEUTRAL] Oh, OK, OK, I'm sorry to hear that. um, you will have to list the phone number for him because um the legal department will reach out to him if they need to know where he would like to have something mailed to him if something is going to be mailed to him, OK? So, all right, OK, anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright well you have a great day and take care. Thanks for calling APL Miss [PII] bye bye.
[CUSTOMER][POSITIVE] Alright thank you.