AccountId: 011433970860
ContactId: 10f27bca-a6cf-4786-a4a4-c197025bda90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1284520 ms
Total Talk Time (AGENT): 478642 ms
Total Talk Time (CUSTOMER): 266532 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/10f27bca-a6cf-4786-a4a4-c197025bda90_20250113T18:35_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] Hi, [PII]. I'm just uh wanting to get a status on a death claim that we faxed in last week.
[AGENT][NEUTRAL] OK, so you submitted a death claim last week and you're just trying to check claim status. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, sir, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, OK, and can you please spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 1152824
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And it might just be 11, so it might be 152824.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, give me just a moment please.
[AGENT][NEUTRAL] And any information that I do provide for you today, uh, Mr. [PII] would be a verification of benefits and not a guarantee of payment. What is the patient's name or the, I'm sorry.
[AGENT][NEUTRAL] What is the insured's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, so let me try a different number just one moment.
[CUSTOMER][NEUTRAL] I have an old policy number if that would help. Apparently this policy is very old and so I changed numbers at some point.
[AGENT][NEUTRAL] Yes or no, that's OK. So give me just one moment. OK. And again, you said his date of birth is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the whole mailing address that we would have had on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and the phone number that we would have on file, have had on file for him?
[CUSTOMER][NEUTRAL] Uh, possibly [PII] if that's not it. I'll give you another.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, that's OK. Uh, that is the number that we have. Thank you. And then just the last four of his social, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, give me just a moment to um to look at a few things, please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So, [PII], is your mother available? Is she there with you?
[CUSTOMER][NEUTRAL] She's not. I'm about to go see her though. You need her on the phone?
[AGENT][NEUTRAL] OK. Yes, sir, due to security purposes, um, we will have to be able.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK. Let me try to get her now since since you there, um, if you want to hold.
[AGENT][NEUTRAL] and
[AGENT][NEUTRAL] And give me and well, actually, I need to look at just a couple of other things. Give me just a moment to look at something, OK, please?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, yes, sir, I wouldn't have to speak to her.
[CUSTOMER][NEUTRAL] You would, you said.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me try to get her on the phone. Can you at least tell me if, if you all received the form and if it's in good order?
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, sir. We did receive, but I cannot provide any additional information.
[CUSTOMER][NEUTRAL] OK, I'm gonna put you on hold for a second. I'm gonna try to conference her in.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And you're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, I'm here. Uh-huh.
[CUSTOMER][NEUTRAL] So if I work this phone right, I have [PII] on the phone with us.
[AGENT][NEUTRAL] OK. Hi, Ms [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How are you doing today?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good. So your son, um, [PII] was calling to check the status on the death claim for your husband and first off, to both of you, uh, I am very sorry for your loss.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] So, I was explaining to [PII] that due to security reasons, I would have to receive your authorization.
[AGENT][NEUTRAL] In order to be able to disclose any information related to this claim that was filed on Mr. [PII].
[AGENT][NEUTRAL] Do you give permission to me to speak to him this one time? OK, so if you will just please um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so are you, if you can remain on the line also so Mr. [PII], I do see that this claim was processed on Friday and there has been the benefit issued to Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so that check should be going out again, it was issued on the [PII], so that was this past Friday, so it will not be mailed until, you know, at least today.
[AGENT][NEUTRAL] To her address that's on file, and the amount of that benefit, Ms. [PII] that's being paid is $10,000 even.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I had some questions on that, um.
[CUSTOMER][NEUTRAL] I'm guessing then, since that's the amount, there was no additional interest or anything accumulating on this policy. It's very old policy. Um, I thought it was a paid up policy, but um.
[AGENT][NEUTRAL] Yes, sir. No.
[CUSTOMER][NEUTRAL] OK, so there's no additional interest accruing on that.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, so then I guess there's nothing left for us to do. The check is in the mail is what you're saying it'll be in the mail [PII]y.
[AGENT][NEUTRAL] Yes, sir, it should go because it had to go through our overnight processing on Friday. So yes, sir, it's not going to be, it, it won't go out until today, possibly tomorrow, um, but more than likely it should be mailed today and then you need to allow around 7 to 10 business days since it's being mailed.
[CUSTOMER][NEUTRAL] OK, so it's coming in regular mail?
[AGENT][NEUTRAL] Yes, and it will go to the address that we have on file that we verified.
[CUSTOMER][NEUTRAL] Can you, do you have it there if you can repeat it and so she can just confirm?
[AGENT][NEUTRAL] 25. Yes, go ahead. You confirm for me your address, um, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so give me.
[AGENT][NEUTRAL] Do you mind letting me place you both on a brief hold for just a moment?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] To look at something. OK, great. Thank you very much. I appreciate that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why is there no city in here?
[AGENT][NEGATIVE] I'm, I don't care.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] She handles this.
[AGENT][NEUTRAL] Oh my [PII], I have sent 3 things to claims today.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] takes an answer.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you both very much, Mr. Ms. [PII], for holding for me while I was looking at something. So I was trying to see if I could reach out to the examiner because I need to verify some information on the address that I see on the check, but she's not available. She's more than likely at lunch at the moment. Would it be OK for me to look a little at some additional information on that and either I will call you back or the examiner?
[CUSTOMER][NEUTRAL] Sure, you can they call me back?
[AGENT][NEUTRAL] Um, Ms. [PII], do you give verbal permission to call your son regarding this, for this one phone call? Yes, ma'am. So this would just be for this one phone call only. I will make a note of that. However, Mr. [PII], um, there may be a possibility that we will have to connect in again.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Especially if I'm not the one that's calling. Um, is that OK, Ms. [PII]? Will you be available?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I, um, let me see, let me just, I may not have.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm just checking on, I'm trying not to have to call you all back.
[AGENT][NEUTRAL] So bear with me if you still can, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so yes, sir, um, let me just put in the request to have the examiner to contact me when she's back to look at this, and then one or the two of us will give you a call back. So Mr. [PII], again, your phone number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Ms. [PII], one more time, you do authorize us to make one phone call to him to provide the information related to the address. OK, so, um, then I'll be happy to do that. Is there anything else at the moment that I can help either of you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can she give you a permanent permission to talk to me?
[AGENT][NEUTRAL] Uh, we would have to send an authorization form for her to complete and to return to us, a third party HIPAA authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] I do have a question on the policy. I don't know if you can help with that. I'm looking at the original policy right now.
[CUSTOMER][NEUTRAL] Um, do you have access to that?
[AGENT][NEUTRAL] I can see if I do, just one moment.
[CUSTOMER][NEUTRAL] To what year did we buy that policy?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, sir. I actually, I can't see that policy information.
[CUSTOMER][NEUTRAL] OK, well, here's the question I have if you could maybe, maybe the examiner could on page 12.
[CUSTOMER][NEUTRAL] 4 there's a section that says guaranteed additional benefits.
[CUSTOMER][NEUTRAL] And there's a paragraph that says for the 2nd through the 20th year.
[CUSTOMER][NEUTRAL] Inclusive upon payment of the premium, an additional benefit, um.
[CUSTOMER][POSITIVE] Let's see an additional benefit in the amount stated in the schedule.
[CUSTOMER][NEUTRAL] Will be applied according to the following options. Option one paid in cash. Option 2, to apply to a premium. 3 left on deposit, accumulating interest, or applied to purchase of a net single premium paid up life insurance policy. So that's why I was asking if there's additional interest accruing. I'm wondering if there's, is there an additional
[CUSTOMER][NEUTRAL] A guaranteed benefit that's attached to this policy.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] I thought
[CUSTOMER][NEUTRAL] That we had $1000 for me.
[CUSTOMER][NEUTRAL] But I might be wrong.
[CUSTOMER][NEUTRAL] Yeah, you might have that too, um, but that's not what I'm looking at here. This is, this is something else, but I do see there's like a family protector for $1000. That might be yours, yeah.
[CUSTOMER][NEUTRAL] But what I'm looking to see on page and then oh that same paragraph references page one and on page one it says additional benefit $94.40.
[CUSTOMER][NEUTRAL] So I guess I'm wondering if.
[CUSTOMER][NEUTRAL] Should that have been being paid back each year in cash or applied toward the premium, or should that have been accruing interest over all these years?
[AGENT][NEUTRAL] OK, so today, that is something that I will include um in this request that you all have some additional questions and Ms. [PII] will have to be on the call for this, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When they call you back, I can ask, you know, to call you and then you can conference her in again, Mr. [PII].
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, that'd probably be best if you call me and then I can, and then I can get her back. Yeah, let him do it because I don't know how.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't blame you, Ms. [PII]. If I were in your position, I would be letting my son do it as well, so.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm old.
[AGENT][NEUTRAL] Oh, they say that's only a state of mind, Ms. [PII]. OK, so yes, so I will put this request in now and
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The typical turnaround time on a call back once the information's been reviewed is within 24 hours.
[AGENT][NEUTRAL] So just to let you all know that there's a possibility it might not be this afternoon, but, you know, it could be. And I know that we all get so many, you know, calls, robocalls and that kind of thing. Um, but the phone number, I don't, I can't tell you how that's gonna come up, Mr. [PII]. It will not be the [PII] number though that you called.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know which city it might be from?
[AGENT][NEUTRAL] And today.
[AGENT][NEUTRAL] Uh, no, no, sir. I can't say that either because we're located all over. Um, some of them are [PII] numbers, some of them are again with a [PII], some of them are [PII]. So it's, it's a variety and I'm sorry, I can't tell you more about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, I'll try to answer.
[AGENT][NEUTRAL] OK, well, is there anything else that I could help either one of you with at the moment?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well then, thank you both. You're certainly welcome and thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] No, thank you.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Dad