AccountId: 011433970860
ContactId: 0f4baf5e-548a-4076-9ad8-2e50d4fe68ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386230 ms
Total Talk Time (AGENT): 162383 ms
Total Talk Time (CUSTOMER): 156971 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0f4baf5e-548a-4076-9ad8-2e50d4fe68ea_20250110T16:58_UTC.wav
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[AGENT][NEUTRAL] Hello this is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi uh how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, I have a customer on the line and she is calling in to report that her mother is deceased and she was trying to obtain some information. I don't show her as listed as um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, authorization or anything now she does say that she has, I advised her to go ahead and send us in the death certificate, um, and then possibly, um, some sort of legal document that shows that she is the um a state uh executor, um, she does say she has a power of attorney, but I believe that once the party's deceased, the power of attorney is no is void.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's, yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So is there something else she can send into us?
[AGENT][NEUTRAL] Well, actually, because she is sending the death certificate and has notified us that if we can speak to her. But what is she wanting to know?
[CUSTOMER][NEUTRAL] Well, she wanted to know what type of policy this was and that if she could file a claim, apparently the um the insured had a fall, um and broke her hip, I believe she said and then she was hospitalized and then had cardiac arrest, um, but she did pass away on [PII].
[AGENT][NEUTRAL] OK, so like you can tell her what type of policy it is and how to file the claim but like we can't give her.
[AGENT][NEUTRAL] We can't give her any details.
[CUSTOMER][POSITIVE] Like benefits and stuff like that.
[AGENT][NEUTRAL] Yeah, yeah, until we get that death certificate, but we can.
[AGENT][NEUTRAL] That's kind of generic as long as it stays on the border of generic and not specifics. You're, you're OK since she notified us of death. Um, if you'll give me the policy number, what I'll also do, um, in customer service, when we get a notification, we let them know what we need, but we also follow up in 30 days. If they don't send us the death certificate, we send a letter requesting it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the policy number she actually has two and I'm a little bit confused as to why um it's an older policy it's 88828.
[AGENT][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And of course since it's so old I don't have a policy certificate so I'm actually I see the hospital benefit on here I'm not even certain what type of policy it is.
[AGENT][NEUTRAL] Alright, give me that policy number again.
[CUSTOMER][NEUTRAL] I'm sorry, 88828?
[AGENT][NEUTRAL] So it's 3828.
[CUSTOMER][NEUTRAL] Yeah, 888-28 and 88829.
[AGENT][NEGATIVE] OK, so the CP one's a cancer.
[AGENT][NEUTRAL] She has 2 cancer policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I thought they were both cancer but I wasn't sure.
[AGENT][NEUTRAL] How did she end up with 2?
[CUSTOMER][NEUTRAL] That's what I was a little bit confused about because they look to be the same and it looks like in the correspondence at one point she was sent a letter that canceled and then they reinstated it.
[AGENT][NEGATIVE] Let me see what type of cancer. Hang on. It's moving slow.
[AGENT][NEUTRAL] It's always when you need it to do something fast, it just wants to hit on you.
[CUSTOMER][NEUTRAL] Right, of course, yeah, I had that problem a few calls ago.
[CUSTOMER][NEGATIVE] I had to end up calling the provider back because I couldn't get.
[CUSTOMER][NEGATIVE] Couldn't get it to open.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I know this is a cancer policy, but I can't remember.
[AGENT][NEGATIVE] It's the system's moving slow entirely.
[AGENT][NEUTRAL] Now, what I can also do to stop them from drafting.
[AGENT][NEGATIVE] I can put a temporary lapse on it, but she won't.
[AGENT][NEUTRAL] She won't be officially lapsed until the death certificate comes in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It is a cancer policy and I was thinking that my benefit.
[AGENT][NEUTRAL] Screen would tell me which one it is. Hang on just a second, let me try.
[AGENT][NEUTRAL] It's a cancer-specified disease policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you want me to talk to her and tell her that we can temporary cancel it or?
[AGENT][NEUTRAL] And the last 1.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I could, I guess I can just relay the information if that's OK. I mean, I don't need to transfer it's up to you. I can transfer her though if you'd like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, she's wanting to file claims, like I said, you can tell her about that and just let her know that um.
[AGENT][NEUTRAL] We'll follow up with her if we don't get the death certificate.
[CUSTOMER][NEUTRAL] OK, and then I'll just tell her that we placed a temporary uh uh stop on the um premium until we get the death certificate, correct?
[AGENT][NEUTRAL] Right, and I thought she was on draft, but she's not on draft. It looks like she is paying annually.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And that's probably why she was able to get two policies because they're so low in benefits.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] I just noticed that her annual premium is 2940.
[CUSTOMER][NEUTRAL] Yeah I saw that OK and then yeah that's what happened is she, she didn't even realize she had these policies she got the bill in the mail which prompted her to call us.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Right, OK, I'll go ahead and still set it up though to where we'll follow up if we don't get the death certificate and I've officially, well, not officially, but it's not gonna bill anymore after this. It's in an L status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright, well let me know if you need anything else and I hope you have a good day.
[CUSTOMER][POSITIVE] You too [PII] thank you so much for your help. I hope you have a great day and a great weekend.
[AGENT][POSITIVE] You're welcome, thank you.
[AGENT][POSITIVE] You too, hun. Thanks again. Bye.
[CUSTOMER][POSITIVE] Thanks bye.