AccountId: 011433970860
ContactId: 08f5c69a-f57e-43bf-9918-aa6356629fcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569679 ms
Total Talk Time (AGENT): 372632 ms
Total Talk Time (CUSTOMER): 194609 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/08f5c69a-f57e-43bf-9918-aa6356629fcd_20250123T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII]. Hey [PII], this is [PII]. I have, hey, I have Mrs. [PII] on the phone. She's the daughter of the insured. The insured passed away on [PII], and she want to know how can she cancel this policy. I verified the insured name and date of birth, and I have Mrs. [PII] callback number.
[AGENT][NEUTRAL] Hey there.
[CUSTOMER][NEUTRAL] Her call back number is [PII] and the policy number is 00641860. Can you help her with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII]. Give me one moment. Let me make sure I've got the correct policy pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is Miss [PII].
[AGENT][POSITIVE] Miss [PII]. Aren't I Miss [PII] for, [PII] bless her, [PII], OK.
[CUSTOMER][NEUTRAL] That's the insured, uh-huh, that's the insured.
[CUSTOMER][NEUTRAL] Alright, alright, I'm gonna give it to you and it's [PII] on the phone. All right, bye-bye.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII].
[AGENT][POSITIVE] Good, good, good. May I?
[CUSTOMER][POSITIVE] Thank you for taking
[CUSTOMER][POSITIVE] I said thank you for taking my call.
[AGENT][NEUTRAL] Certainly. Well, Ms. [PII], uh, Miss [PII] was telling me that your mother recently passed. Is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][POSITIVE] I am so sorry to hear that, but [PII] bless her. She was [PII].
[CUSTOMER][POSITIVE] Yeah, thank
[AGENT][NEUTRAL] OK. So, Ms. [PII], um, and you're just trying to get the policy canceled, is that correct?
[CUSTOMER][NEUTRAL] He was
[CUSTOMER][NEUTRAL] Yes, but I'm also hearing that um I possibly can file a claim because uh cancer was the cause of her death.
[AGENT][NEUTRAL] OK, yes, definitely put your claim information in and miss.
[CUSTOMER][NEGATIVE] There's not play for that.
[AGENT][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] I'm sorry, it's not too late for that.
[AGENT][NEUTRAL] I would not think so, and I would do it anyway. I would go ahead and uh Ms. [PII] also had an intensive care policy as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, she did, she did.
[AGENT][NEUTRAL] So you, you.
[AGENT][NEUTRAL] So you may wanna follow, you know, follow on both of them just to see if there's anything. Do you have that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, for the cancer, uh 64.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 860.
[AGENT][NEUTRAL] Alright, yes ma'am, and let me give you the intensive care policy number in case you do not have that.
[CUSTOMER][NEUTRAL] I have it 31374.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 745 yes ma'am. OK, excellent, excellent so um all you need to do is send us if you have it or when you get it, the copy, just a copy of the death certificate and I can give you an email for that which is much faster that way to go ahead and stop the draft. It will not affect you filing any claims, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Because it will happen before, you know, the claims will be filed before the term date. When did Miss [PII] pass?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] This year.
[AGENT][NEUTRAL] OK, she's, she's paid to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Let's see, she said
[CUSTOMER][NEUTRAL] She was still with us.
[AGENT][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] I said she was still with us on the [PII].
[AGENT][NEUTRAL] Yes ma'am, you would you like to let it go ahead and or we'll have to let it just sit until you get us the information anyway, but what I was gonna say is it'll draft that would cover it on for the [PII], and I'm not sure if it'll be prorated or not to pay the difference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, but let me give you an email address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when you do have the um.
[CUSTOMER][NEUTRAL] Death certificate
[AGENT][POSITIVE] Yes ma'am, thank you um you can email just us a copy of that and let me know when you're ready please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so that's uh we're gonna send it to our care team department and that's called [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then the [PII] sign.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then AE excuse me, [PII].
[AGENT][NEUTRAL] [PII]. So it's [PII].
[CUSTOMER][NEUTRAL] Alright, so [PII], got it.
[AGENT][NEUTRAL] Yes, ma'am. And I would list both of those policy numbers as well, and I would provide them with your name.
[AGENT][NEUTRAL] Your relationship to Miss [PII].
[AGENT][NEUTRAL] Um, and maybe a, a phone number that we can reach you at, should they, should they have any questions, but they'll have your email address as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Right, got it.
[AGENT][NEUTRAL] Now we also have a fax number if you'd rather fax.
[CUSTOMER][POSITIVE] I love email. Email works very well.
[AGENT][POSITIVE] OK, good. Plus she has made to correspond back and forth with and you'll get a confirmation email that it's been received.
[CUSTOMER][POSITIVE] Great, great, great. Sounds great.
[AGENT][NEUTRAL] All right. Yes, ma'am. So, if I was you, I would go ahead and get those claims filed. Um, did Miss [PII] tell you how to do those? I'm sure she, she, she assisted you with that.
[CUSTOMER][POSITIVE] Oh, what a relief.
[CUSTOMER][NEUTRAL] She did a little bit and that I need to contact, you know, the hospitals that she was in, um.
[CUSTOMER][NEUTRAL] Uh, and get and get the bills that outlines, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And is is that the the major piece of documents that you need the bills that will outline all of.
[CUSTOMER][NEUTRAL] All of her service to eat.
[AGENT][NEUTRAL] I am
[AGENT][NEUTRAL] I'm not exactly sure what all the claims department needs, but you can ask them to please provide you with what Ms. [PII] said and say any additional information that will be needed to file a claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, good deal. OK, got it.
[AGENT][NEUTRAL] And let, let me give you our website. Did did Miss [PII] give you that because you can go there and print off any claims and forms, different things like that on this website. So it's just simply, OK, it is [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] Oh, that is simple. OK, good deal. I, I will go there.
[AGENT][NEUTRAL] Yes ma'am, and you'll see a place on the top right side basically that says claims and forms. You'll click on that and just keep scrolling down till you see the forms that you're needing. Um, let's see, I do see a cancer claim form and I was looking to see, uh, she has intensive care. Let me see what it looks like there's several pages here, but if you do, if you have any problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Filing a claim form that you're needing, just please give our claims form our claims department a call and they can show you which one that you need. But I did see one for cancer and then I saw miscellaneous treatment and services claim form. I'm not sure, but I don't see an actual intensive care, but I could be overlooking it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] Yeah, I, I'm not sure about the intensive care. I think that one might have been.
[CUSTOMER][NEUTRAL] Ended, I'm not sure based upon.
[AGENT][NEUTRAL] She said, 00, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I was just saying based upon what I thought I heard her say. So uh I'll just submit both policy numbers and, and then you'll just cancel what's there.
[AGENT][NEUTRAL] Right, right, for, for the cancellation, but also I would put those policy numbers so you know, for, uh, was she in any kind of intensive care treatment?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] The these latest bouts of cancer, uh, no, not intensive care.
[AGENT][NEUTRAL] OK, well, you still don't know. I mean, I was, you know, I would always call back and talk with our, our claims department once you get all the information you need from the hospital for any claim, you know, that she had any, any.
[AGENT][NEUTRAL] Type of treatment she had there.
[CUSTOMER][POSITIVE] Sounds good sounds good gosh you all have been so helpful thank you so much.
[AGENT][POSITIVE] You're welcome. And again, I'm so sorry to hear about Ms. [PII]. Excuse me.
[CUSTOMER][NEGATIVE] Yeah, yeah, it's tough, it's tough.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It is, I lost my father when he was [PII] and it still didn't make it any easier that he was [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right, right, it is.
[AGENT][POSITIVE] I was glad that he lived that long, but it didn't make it any easier, Miss Miss uh [PII]. So, anyway, is there anything else we can assist you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] your business.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not at this moment, but I'm so glad to, to have the number and that you all are so warm and welcoming and you explained.
[AGENT][POSITIVE] Oh bless.
[CUSTOMER][POSITIVE] I, I feel safe calling.
[AGENT][POSITIVE] OK, wonderful, yes, and please do contact us if we can further assist you.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Thank you and thank you for calling APM Ms. [PII]. Listen, Miss, Miss [PII], you have a great day.
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Bye dear.
[CUSTOMER][NEUTRAL] Bye-bye.