AccountId: 011433970860
ContactId: 0d3ce011-eee9-4b9a-921d-63a63e417ed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1005840 ms
Total Talk Time (AGENT): 358180 ms
Total Talk Time (CUSTOMER): 350979 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/0d3ce011-eee9-4b9a-921d-63a63e417ed1_20250514T18:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, good afternoon, [PII]. My name is [PII], and I was calling to see, um, I had sent in, well, I emailed over, um, the death certificate for my dad, and I was trying to see if you guys had, you guys have received it.
[AGENT][NEUTRAL] OK, um, I can definitely check and see if it's been received for you. Um, [PII], may I have a good contact number in case we're disconnected? And um, do you know the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02271513, and my phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Its [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you, um, just to make sure I'm in the right place, can you verify his first and last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, so yes, we received the death certificate yesterday afternoon and sent it over to customer service so that they can um start processing it, put it on the policy, um, so that you know, if you want to file claims or whatever you need to do at that point, you can, once it's added. But we did receive it yesterday.
[CUSTOMER][NEUTRAL] Oh, OK, and I was.
[CUSTOMER][NEUTRAL] OK, and I also was trying to see if you guys have received um some papers that we had. I had the insurance company to send over um from his hos when he was in hospital and you know all the other things that he had going on before he passed that I had to send over.
[AGENT][NEUTRAL] Like, like paperwork to file the claim?
[CUSTOMER][NEUTRAL] Yeah, yeah, paper to file a claim, yes, ma'am.
[AGENT][NEUTRAL] Bills and things. OK, I just want to know what to look for. Hold on one second, let me see.
[AGENT][NEUTRAL] Was it sent with this or it was sent another day?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] No, ma'am. It was, it was, it was supposed to have been sent on the [PII]. It was supposed to be on the [PII].
[AGENT][NEUTRAL] OK, let me see, hold on one second.
[CUSTOMER][NEUTRAL] And it was um like him being in the hospital.
[CUSTOMER][NEUTRAL] Blood transfusions, um,
[CUSTOMER][NEUTRAL] Um, physical therapy.
[AGENT][NEUTRAL] Around the [PII], OK, um let me see.
[CUSTOMER][NEUTRAL] yeah, radiation, paperwork from hospice can be transferred from the hospital and all kind of stuff.
[AGENT][NEUTRAL] Oh yes, we did. So one of them, so it looks like it's 2, I don't know if it broke it broke it into 2 because like one of them has 101 pages, the other one has, hold on.
[AGENT][NEUTRAL] Oh, I'm waiting for the other one to populate here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The other one has a 193. So we did receive it, um.
[AGENT][NEUTRAL] But they both came in on the [PII], so yes, ma'am, they're here and it is in processing.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, OK, because I know I did send over. I did send over. Are you able to tell if it is, well, I guess all of it may be PDFP what it is, PDF because I sent over two PDF files, so I wonder if that's the stuff that was.
[CUSTOMER][NEUTRAL] With a 100 and some pages both because I also had some other paperwork too.
[AGENT][NEUTRAL] So if you sent it over like a PDF when our um we call it document management when they upload the images that may be what's making it so many pages because we, I can't tell if it was a PDF or not, we just see the images of each page.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but yeah, one of them has 193 and one of them has 101.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, I'm gonna just, I'm gonna just to be on the safe side. I'm gonna just send over the other information also. I could do that, right? Just send over the other paper right just in case because I'm thinking that may be that PD uh PDF.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I believe it may be that PDF, but I just want to make sure that they have everything else also on top of that PDF because that's what the, what they sent me from um his physical therapy and, yeah, two kinds of physical therapy.
[CUSTOMER][NEUTRAL] And then hospice. They sent over some stuff too, so I'm thinking that's what it may be.
[AGENT][NEUTRAL] Let me see if I can, um, you want me to look and see, like I can see what it is. You want me to tell you what I see? OK.
[CUSTOMER][NEUTRAL] So I'll just send in the the paperwork to OK.
[CUSTOMER][NEUTRAL] Yes, please. Oh, OK. I didn't know that. Yes.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] So I'm looking for physical, like physical therapy notes, um.
[CUSTOMER][NEUTRAL] Yes, so the, yeah, so the physical therapy will be from Egan Home Health.
[AGENT][NEGATIVE] Hold on, because after I click a page, it loads and then I can't click anymore. Hold on one second, I'm sorry.
[CUSTOMER][POSITIVE] OK, so that's OK. I really appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And they I done.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Yes ma'am, no problem.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, I need to blow it.
[AGENT][NEUTRAL] 6456.
[AGENT][NEUTRAL] Wait.
[AGENT][NEUTRAL] This is dental.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I this is dental.
[AGENT][POSITIVE] Yeah thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So these look like um
[AGENT][NEUTRAL] I didn't see the name of the physical therapy place, but it, it says visit note report at the top, um, for, for most of the pages that I see. If you want to go ahead and submit what you have, because they're going to look through everything that you see. So, um, if something is missing from these and you want to send something else and you can, um, if, if what we need is in here and you send it, you know, we'll just deny what whatever the duplicate.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's fine. OK, that'll work. That, that sounds about right because I, I'm wanting, I'm afraid the internet is not loading up, but I see one of the files is saying like 69.
[CUSTOMER][NEGATIVE] But it's just not uploading. One of the files is 69 and the other file.
[CUSTOMER][NEGATIVE] I don't know how many pages this is because it's not loading.
[CUSTOMER][NEUTRAL] But then another 5 is 11.
[CUSTOMER][NEUTRAL] So I'll just do that. I'll just resend everything myself, um, and I just send that also back to um APA what is it? AP.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whatever it is, the same stuff, basically what I sent this to with the death certificate just email everything back over that so that right there, right, with the PDF also.
[AGENT][NEUTRAL] Let me see how um this was sent. Hold on one second.
[CUSTOMER][NEUTRAL] So she probably scanned it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] How did you, cause it
[CUSTOMER][NEUTRAL] The insurance of
[AGENT][NEUTRAL] Did you mail this in or how did you send this in originally?
[CUSTOMER][NEUTRAL] No, so the insurance, um, people, they, you know, they probably, well she probably scanned it over, but I'll just email, she probably scanned it over, but I'll just email everything back over if that's not a problem.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] No, that's not a, well, well, let her go ahead and scan.
[AGENT][NEUTRAL] So we can't accept claims documents through email. That's why I'm like hesitant. Um, go ahead and let them scan it. Um, you can fax it over.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can also mail it to us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's up to your preference, but um, did you, I can give you, did you need the mailing address or the fax number?
[CUSTOMER][NEUTRAL] Yeah, please let me write that down.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] So the mailing address is um [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on, so you say [PII].
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, you said [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and you said [PII] [PII].
[AGENT][NEUTRAL] Uh, flip it. [PII] is the city and then for the state, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][POSITIVE] But then everything else is correct.
[CUSTOMER][NEUTRAL] OK, you said the document the claim, the information can't be emailed. I could just either fax it or OK.
[AGENT][NEUTRAL] Yes, just because the um HIPA laws we can't accept like the claims actual documents, but like.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Certificates, you know, things like forms we can accept.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but not the documentation. OK, perfect. OK, that'll work.
[AGENT][POSITIVE] All right, was there anything else I could assist you with today? You're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEGATIVE] Um, oh, kinda slipped my mind. Oh, because I'm still paying on his policy. I still have to pay on that. So once, OK, they received the death certificate, so now how does that work with me getting my the money reimbursed back that I'm paying for? How does that work?
[AGENT][POSITIVE] So, um, when we received it, yes, when we received the death certificate yesterday, we sent it over to customer service. Customer service is going to change the status of the policy, put your name and everything, which it was already on there because you were the power of attorney, but just, you know, we got to do it now that, you know, he's passed, so we'll um change everything over and then at that point, you'll be you'll be notified and if you want to file claims or close the policy, you can do it at that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so once everything, since you cut that down, I'm, I'm so sorry. I hate to make you repeat yourself again.
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] Oh, no, it's fine.
[CUSTOMER][NEUTRAL] Um, so you said.
[CUSTOMER][NEUTRAL] So you say, OK, they received, they received everything, so now they're going to change it over and um.
[CUSTOMER][NEUTRAL] But they received the death certificate, basically, uh.
[CUSTOMER][POSITIVE] I'll be able to make the claim for to get the money reimbursed back.
[AGENT][NEUTRAL] Right, so, um, customers, so when we when we got it yesterday, we sent it over to customer service, so they're gonna um close the or make the policy inactive, but you can still file claims, but it it just won't be active and, you know, billing and things like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then once that, once they're finished changing everything over, putting your name um as the contact, then, um, you'll be notified and you can file claims if you need to or if you want to close the policy or, you know, you'll be able to do it at that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but yeah, I would have to close the policy and see the seats or.
[AGENT][NEUTRAL] Mhm. Um, so we're going to, they're probably going to lapse the policy because we've received the death certificate already. um, so then you'll just file the claims that you need to file and then it'll just be, you know, once, once everything's paid out and the decisions are given, um, it's already gonna be lapsed or terminated.
[CUSTOMER][NEUTRAL] Excuse me, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, and then since I'm the power of attorney, then the funds will be able to, uh, be issued out to me, right?
[AGENT][NEUTRAL] Well, the power of attorney voids after the insured or after whoever the power of attorney is for uh passes, but you presenting the death certificate and you being um his daughter, it'll it'll, you're gonna be filing the claim, so it's gonna come back to you, yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, cause I'm about to say, yeah, my name on the death certificate and everything.
[AGENT][NEUTRAL] Mhm. So it'll come back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alrighty thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling AP [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.