AccountId: 011433970860
ContactId: 10e2f82f-cfe8-42b6-80da-650b4083c454
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640489 ms
Total Talk Time (AGENT): 306325 ms
Total Talk Time (CUSTOMER): 253711 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/10e2f82f-cfe8-42b6-80da-650b4083c454_20250409T18:44_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, um.
[CUSTOMER][NEUTRAL] I need to check on um my mother's uh cancer policy. Um,
[CUSTOMER][NEUTRAL] She, I, I need to know, um.
[CUSTOMER][NEUTRAL] Can we file a claim on her radiation? I want to make sure that her radiation, um,
[CUSTOMER][NEUTRAL] Payments you can get like 10,000 a year. I wanna make sure her, her covers that is that's what her policy shows, but I wanna make sure that's still correct.
[AGENT][NEUTRAL] OK, so you're calling on behalf of your mother?
[CUSTOMER][NEUTRAL] Well, yes, uh, yes and no. Um.
[AGENT][NEUTRAL] To find out about filing a claim.
[CUSTOMER][NEUTRAL] Right. She, she passed away. So, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We was gonna try to file a claim. We didn't get a chance to file a claim before she passed away because she passed away suddenly after we finished, right after we finished the radiation.
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] Oh my goodness. Well, I'm first off, I'm very sorry for your loss.
[CUSTOMER][NEUTRAL] Thank you. This has been devastating.
[AGENT][NEUTRAL] No, I'm sure, yeah.
[CUSTOMER][NEUTRAL] Of course I know a lot of people have, everybody has to go through it, but
[AGENT][NEUTRAL] I, I understand.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. It's hard. I've been there and it is very difficult. Um, so first off, uh, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, this is her daughter [PII].
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII] with [PII].
[AGENT][NEUTRAL] G A N N O N.
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK, thank you and Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your mother's policy number, please?
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] Well, um, one letter that y'all sent us, it was 9A.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 712.
[CUSTOMER][NEUTRAL] But some years back,
[CUSTOMER][NEUTRAL] We filed a claim. It seemed like there were 2 account numbers. Let's see if I can call up. Just see if that one works first.
[AGENT][NEUTRAL] OK. All right. So what I'll need to do, Ms. [PII] is find out about filing this claim or claims, answer any of your questions. Uh, first off, I'm gonna need to verify several things with you for security, and then we can go from there as far as what I can and cannot provide informa.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Nation wise for you today, OK? All right, and any information that I am able to provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your mother's name and her date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her date of birth is [PII], [PII].
[AGENT][NEUTRAL] Thank you. And the home mailing address for your mom?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And a phone number that we would have had, we have your phone number listed as one contact number, but what is another phone number that we could have also have for your mom?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, now on the other number that was on there was her home phone [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] So thank you very much um for verifying the information. Just a moment.
[AGENT][NEUTRAL] OK. So first off, um Ms. [PII], when did your mom pass away?
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Of this year.
[AGENT][NEUTRAL] Of [PII]. OK. Now, before we will be able
[AGENT][NEUTRAL] To provide any detailed information on the policy, we will have to receive a copy of her death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I've got that.
[AGENT][NEUTRAL] I can give you an email address. Now let me ask you, um.
[AGENT][NEUTRAL] There is
[AGENT][NEUTRAL] It is also referencing someone else. Well, actually, no, never mind.
[AGENT][NEUTRAL] Just one moment, let me look at one thing.
[CUSTOMER][NEUTRAL] Yes, yes, yeah.
[AGENT][NEUTRAL] OK, so yes, ma'am, we will have to receive the death certificate in order to process that before we would be able to provide you any information, but generically, I can tell you that yes ma'am, you can still file a claim for her even though she has passed away, that you can still submit claims to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] OK, so, so do we keep the payments going because we just paid one today because we didn't wanna it to cancel.
[AGENT][NEUTRAL] Cancer.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] The policy will continue uh when you say it was paid. Uh, what do you mean?
[CUSTOMER][NEUTRAL] Your phone
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Well, the draft came out of the bank account again today, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for her, for this insurance and um and I just didn't have them send it back because I was scared if we canceled it, we couldn't file a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. So until we get the death certificate, that will be the case. It will continue.
[CUSTOMER][POSITIVE] That's good. OK, OK.
[AGENT][NEUTRAL] Mhm. That is correct. Now, you can email that in and I can provide you the address to send it to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][POSITIVE] Alright, so it will come to care team.
[CUSTOMER][NEUTRAL] Oops, your phone went out or mine.
[AGENT][NEGATIVE] Which is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] M
[AGENT][NEUTRAL] Again, that's care team, like a football team or a baseball team care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. OK, that it goes together, one word, [PII]
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes ma'am, and I can go ahead and give you the website to where claim form which will have all of the instructions on it, the scanning for how to submit a claim.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] If you're able to access the internet.
[CUSTOMER][NEUTRAL] OK, I have.
[CUSTOMER][POSITIVE] Uh, well, I actually pulled up her account because I have all I always took care of her business so I, I already pulled up her account and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I did print that form out, but I wanted to make sure before I finish.
[AGENT][NEUTRAL] A cancer claim form?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right. Uh-huh. OK.
[AGENT][NEUTRAL] So, yes, ma'am. No, even the policy, yes, the pol because
[AGENT][NEUTRAL] again we don't have.
[AGENT][NEUTRAL] A timely filing limit. I'm sorry, I don't mean to get stumbled on my words on a piece of information while I was talking to you. I apologize. So there's not a timely filing on the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so yes, you can definitely submit the form. We just need to receive a copy of the death certificate.
[AGENT][NEUTRAL] And then you will, in order for us to be able to speak to you now in your email when you send that in Miss um [PII], if you would like to receive a call back once it has been, you know, received and processed, you can include that in there and your best contact number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In your email with the death certificate.
[CUSTOMER][NEUTRAL] OK, so send the uh deficit you have first and then fill out the claim and said because I've got to get a lot of information from doctors, I guess.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Correct. Yes, ma'am. You can go ahead and send, yes, you'll have to, there's a lot that you'll need to do on that end. So yes, you can go ahead and send us just the death certificate if you want to include in that email that you will be submitting claims, you can do that as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I sure will and tell me what your name was with that.
[AGENT][NEUTRAL] Uh yes, ma'am. My name is [PII]
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, and should I ask for? Well, when I send it in, I, uh, will you be the one to call me back if I put a note in there to call me back?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, no, because that'll, it will actually just be processed in another area once it's received. But that's why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I said it included if you would like to have someone to confirm they received and processed. And that will take a few days once it's received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I'll get this tended to. I'll get this email today and then I'll start trying to call medical places and get all their information. So, and I appreciate you being very kind.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, Ms. and we'll look, oh well, you're very welcome. And again, my deepest condolences to you and your family.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I could help you with?
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] No, not today. I'm gonna get this, this filed and then, uh, get that process started.
[AGENT][POSITIVE] OK, then. Well, thank you for calling APL and I do hope you have a very nice rest of your day. Yes, ma'am. You too.
[CUSTOMER][POSITIVE] But thank you.
[CUSTOMER][POSITIVE] Thank you you too bye bye bye bye.
[AGENT][NEUTRAL] Papa