AccountId: 011433970860
ContactId: 0ec615ab-e63f-49db-8b2b-9c6336176084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702150 ms
Total Talk Time (AGENT): 380387 ms
Total Talk Time (CUSTOMER): 305382 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0ec615ab-e63f-49db-8b2b-9c6336176084_20250617T19:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII].
[AGENT][NEUTRAL] Hi. How are you today?
[CUSTOMER][POSITIVE] OK. I'm good. How are you doing?
[AGENT][POSITIVE] I'm good. How can I help you this afternoon?
[CUSTOMER][NEUTRAL] OK. I have a um member sister on the line. Um, she said that the member um is a brother, and her brother recently passed away and um she just had some general questions to ask about this policy. Would you be able to further assist her? I know.
[AGENT][NEGATIVE] Oh, I can't
[AGENT][NEUTRAL] Um, Evie, have we received the death certificate?
[AGENT][NEUTRAL] I can't provide the sister any information until we get that. We can't provide any information on the policy at all, but I would be happy to tell her that we'll have to receive that.
[CUSTOMER][NEUTRAL] No, she said it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can't provide her any information.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] All right. I'll get her transferred. Here she is. Thank you.
[AGENT][NEUTRAL] Um, what's the policy num? Ay, what's the policy number?
[CUSTOMER][NEUTRAL] Oh, the
[CUSTOMER][NEUTRAL] It is 02633476 for [PII].
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And who was on the line?
[CUSTOMER][NEUTRAL] This is his sister [PII]. She's asking about urgent care visits. She just wanna know if that's covered and for ambulance services. She said that that was the beginning of.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What eventually happened to her brother, so.
[AGENT][NEUTRAL] OK, um, and what's her last name?
[AGENT][NEUTRAL] I should give you that.
[CUSTOMER][NEGATIVE] No, she didn't give me that.
[AGENT][NEUTRAL] And what's the callback number for [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. And did you verify all his information?
[AGENT][NEUTRAL] That's on file.
[CUSTOMER][NEGATIVE] No, I didn't even, I didn't get to that point.
[AGENT][NEUTRAL] Address.
[AGENT][POSITIVE] OK. Yeah, I'll be happy to talk to her. Yeah, I can talk to her.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK. Here she is, [PII]. Thanks a bunch.
[AGENT][POSITIVE] All right. You're welcome, [PII]. Thank you.
[CUSTOMER][NEUTRAL] Mhm bye here she is.
[AGENT][NEUTRAL] Mm bye. OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] And when it came.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good. Oh, yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII]. Um, so [PII] was telling me that you're calling on behalf of your brother's policy. Is that correct? And you have some questions?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Oh yes ma'am, I have. I do. I have questions, [PII].
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] OK, [PII], so I'm gonna be very limited based on what he has, has given me um at this point, but I, there's several things that we need to do first, um, before I can provide you any additional information. So first of all, what is your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Page [PII]
[AGENT][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK, thank you. All right, and [PII], um, I'm gonna need to verify several things with you first for security that EV said she had not done and also um.
[AGENT][NEUTRAL] Well, uh we'll just go from there. So if you could first please verify your brother's name and date of birth.
[CUSTOMER][NEUTRAL] OK, so wait, let me just, let me just say this for a second, ma'am, ma'am, just give me a second because I'm visiting because of course I came to the funeral and things of that nature. He does have a fiance, so if we're gonna start off right, I'm gonna let you talk to her, right? Because you talk.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Talking to me, I have to go back home, so I was just helping her through the process because we just picked up his remains and stuff. So I'm gonna turn you over now. Her name, your name, OK, is that right? Doesn't that make better sense so that you could talk to her, you know, during the whole entire time because I'm gonna be in back home.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Uh, I will be, and who am I gonna be speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry. What's your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So I, as I was explaining um to this page, I'm gonna need to verify several things first for security. So first off, if you could please verify the insured's name and his date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said the insurance name?
[AGENT][NEUTRAL] What is, yes, ma'am, the insured policyholder, his name?
[CUSTOMER][NEUTRAL] Oh his name [PII] OK.
[CUSTOMER][NEUTRAL] OK. OK. [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then also his home mailing address, please?
[CUSTOMER][NEUTRAL] I've already switched over to mine. It was [PII].
[AGENT][NEUTRAL] OK, thank you. And city, state, and zip?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And a phone number for Mr. [PII]?
[CUSTOMER][NEUTRAL] He's passed.
[AGENT][NEUTRAL] Yes ma'am, what was his phone number?
[CUSTOMER][NEUTRAL] He just picked up his remains today, so.
[AGENT][NEUTRAL] Yes and for verification. Uh-huh.
[CUSTOMER][NEUTRAL] It was uh [PII]. I know I know you know that it is hold on let me look at the phone yeah because uh I just push a button. Hold on.
[AGENT][NEUTRAL] Yes, ma'am. I understand. I understand none of us really know phone numbers like that anymore. Hm.
[CUSTOMER][NEUTRAL] Isn't that correct?
[CUSTOMER][NEUTRAL] OK, it's [PII]. That is so true.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you very much for verifying all of that information. And um for both of you, um, Ms. [PII] and for Miss [PII] um my deepest condolences and the loss. [PII] told me that Mr. um [PII] has passed away. Is that correct? Recently?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes. Thank you. Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am. You're welcome. Um, and when did he pass away?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] So, OK, so [PII] said that you all were needing to get some benefit information on this policy, but I am not going to be able to provide any of that type of information at this point because of you not being covered on this policy. So we will have to receive a copy of his death certificate before we would be able to disclose any of that type of information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that once you receive it, or have you already received it, Ms. [PII]?
[CUSTOMER][NEUTRAL] We did today we just got it today. They gave us the, um, yeah, so we can send that. Do you want original copy or can we give you a copy?
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can actually email.
[AGENT][NEUTRAL] A copy of that. It's, I'm assuming it's a certified stamped copy that you all have, is that correct? It's it's the original.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, so yes ma'am, you all can scan that and email a copy of that to us so that we can get that processed, um, and the email let me know when you're ready and I'll give you that email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, give me
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Alright, she's ready.
[AGENT][NEUTRAL] OK, so it's I'm, I'm gonna say it and then I'll come back and spell it if you want me to, but it's care team.
[CUSTOMER][POSITIVE] That's good. OK.
[AGENT][NEUTRAL] OK, so I'm gonna just say it. It's [PII] [PII]. So that's [PII]
[CUSTOMER][NEUTRAL] Say it again, I'm sorry.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now we're gonna repeat, repeat. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, do, do I need to put attention to anyone?
[AGENT][NEUTRAL] Uh, you can, you don't necessarily have to put attention. You will just include, you know, um,
[AGENT][NEUTRAL] Your contact information?
[CUSTOMER][NEUTRAL] His name
[AGENT][NEUTRAL] Uh-huh. His name and his policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once the care team has received it, then we will get it routed to get that processed and in the system. Now that will take us a few days, you know, to do that, mhm, to get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. We just need to get the ball rolling. That's perfectly fine. That's OK. Now we have, I have a question for you, um, uh, the, what do you call it EMT people came to get him because he passed in their home, you know, and so, and they had sent us a bill.
[AGENT][NEUTRAL] Taking care of
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So I guess after we get finished with all of the stuff you said and send it to you, then we would be able to find out. What I'll do is just send her a copy of the bill and a copy the copy of the bill and I scan it. Well, is ask if that's OK. So she send you a copy of the bill of the AT um AMT and the bill that he no.
[AGENT][NEUTRAL] Actually,
[AGENT][NEUTRAL] OK, so what, OK, so again I can't provide any, any of that type of information at this point until we can get that death certificate and get it processed, you know, through our legal department at that point we would be able to tell exactly, you know, what would need to be submitted on filing a claim and how to go about doing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] OK. That makes sense. Mhm. Yeah. That makes a lot of sense. So she just keep all of that.
[AGENT][NEGATIVE] But we just can't do that legally at this point.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And to keep the proof that she has and stuff until it's needed and when they ask for it.
[AGENT][NEUTRAL] Correct, until she's getting ready to file a claim.
[AGENT][NEGATIVE] And again, because I can't go over, I just can't legally go over any of the, what is or isn't covered under this policy at this point.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] OK, I understand, I understand. Yeah, I understand. I understand.
[CUSTOMER][NEUTRAL] OK, we understand until we send the information to show you the death certificate and his policy number, we can go from there. That's perfectly fine. uh, see, OK.
[AGENT][NEUTRAL] Right, right. OK.
[CUSTOMER][POSITIVE] OK. Thank you, my darling.
[AGENT][POSITIVE] Well, again, yes, ma'am. You're both very welcome. And again, my deepest condolences to your family and, and the loss of your brother and your fiance.
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][POSITIVE] Well, you're both very welcome.
[CUSTOMER][POSITIVE] Thank you, we appreciate all your help. OK, [PII], you have a really good day. OK, bye bye. Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] I hope you all have as nice a day as you can have as well, and thank you again for calling APL if that's all I can help you with at the moment.
[CUSTOMER][POSITIVE] Yes, that's all for now. Thank you.
[AGENT][POSITIVE] All right. Ah, you're welcome.
[CUSTOMER][NEUTRAL] Bye bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK OK.