AccountId: 011433970860
ContactId: 1253cb23-60db-474a-bbf3-0bae4634478e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1094910 ms
Total Talk Time (AGENT): 467570 ms
Total Talk Time (CUSTOMER): 279923 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1253cb23-60db-474a-bbf3-0bae4634478e_20250414T18:09_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] Uh yes. My name is uh [PII], and um I had
[CUSTOMER][NEUTRAL] I received some paperwork I guess a little time back I was trying to file a claim concerning my husband and I need those papers again because I just can't find papers so um and I wanted to so I could file the claim, you know, go ahead and.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And submit everything that I'm supposed to submit.
[AGENT][NEUTRAL] OK, so you're needing to find out how to get claim forms, is that correct? To file a claim for your husband?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And Miss [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] OK, my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, um, the policy number is the certificate number, uh, is 00704861.
[AGENT][NEUTRAL] What is that?
[AGENT][POSITIVE] OK, Ms. [PII], thank you very much for that. Give me just a moment to get the information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I will verify several with you first for security and then also misspelling any information that is provided would be a verification of benefits and not a.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Guarantee of payment. So if you could first please verify and your date of birth.
[CUSTOMER][NEUTRAL] OK, can you hear me because I'm a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, his date of birth is [PII].
[AGENT][NEUTRAL] Mhm, so you're saying.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII], I mean in [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you. And then your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And also the home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Mhm. And the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then the um phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, well, the number you probably have on file from is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] If this was a home number or a landline?
[CUSTOMER][NEUTRAL] Yes, yes, this is the landline. Oh, let's try [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. All right, so that's all of the information that I'll need to give me. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Is it that one?
[AGENT][NEUTRAL] OK, so give me just a moment please, to look at a couple of things. One moment.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Ms. Boy, this policy, so this is, are you gonna be filing claims?
[AGENT][NEUTRAL] For periods of time prior to [PII], is that what you're.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][POSITIVE] Yeah yes ma'am, yes ma'am, I am.
[AGENT][NEUTRAL] Letting for
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And what type of claim are you gonna be filing for on your policy here? Is this related to can? What type of claim form are you needing?
[CUSTOMER][NEUTRAL] That's, that's the thing. I don't, I didn't really know. I mean, I didn't really know um because um
[AGENT][NEUTRAL] Well, what type? Mhm.
[CUSTOMER][NEUTRAL] Because when my husband, when my husband passed,
[CUSTOMER][NEUTRAL] Uh, the week that he passed, he had, he had the flu.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And uh at the time before that, he had been sick, you know, like, um, I think it's February, in February, he had had a heart attack and then um
[CUSTOMER][NEUTRAL] He had contacted COVID.
[CUSTOMER][NEUTRAL] You know, it was just, it was just a lot of things like I said, leading up to his death and when he did die, um, they said that he had the flu, so.
[CUSTOMER][NEUTRAL] I don't really know
[CUSTOMER][NEUTRAL] Exactly, specifically, I don't know uh if.
[CUSTOMER][NEUTRAL] What specified stuff can I file for? I mean, I, I didn't know if I just.
[AGENT][NEUTRAL] And when did he pass away? First off, Ms. [PII], I'm very sorry for your loss.
[CUSTOMER][NEGATIVE] Yes ma'am, um, he died, he died in June of last year, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK. Now, on this policy that you gave me, this policy number, this is a cancer.
[CUSTOMER][NEUTRAL] OK. Did he have any other policies?
[AGENT][NEUTRAL] Policy is what this policy was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I mean, cause this, that's the only um
[AGENT][NEUTRAL] Uh, let me look this.
[CUSTOMER][NEUTRAL] He didn't have cancer. I'm like.
[AGENT][NEUTRAL] OK, so he did not, yes, ma'am, he did not have any other policies. Um, well, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He did have.
[AGENT][NEUTRAL] At one time, yes, ma'am, there was an intensive care policy and a hospital indemnity policy that he had with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if there were ever any claims.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Give me just a moment so I'm gonna have to cross reference some information. It's gonna take me just a few minutes, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so he did have a hospital indemnity policy with us. It also termed
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] But if he had expenses, you know, prior to that date that you could file for, then yes, ma'am. Um, you know, like for a hospital admission.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was a daily, he had a daily benefit on there of $30. Uh, was he in intensive care?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At any point
[CUSTOMER][NEUTRAL] Yes, ma'am, he was um.
[AGENT][NEUTRAL] OK, so there was the.
[CUSTOMER][NEUTRAL] Yes ma'am, he was.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Or do you have, OK, so there's, there would be benefits. Did he have any surgery during his time of sickness? You said he had
[CUSTOMER][NEUTRAL] Yeah, he had um he had like some minor sur he had like some minor surgeries, so like even when they were like putting like the ports and stuff in his arms.
[AGENT][NEUTRAL] had a, a heart attack.
[CUSTOMER][NEUTRAL] And, um, you know, like to give him um
[CUSTOMER][NEUTRAL] When they thought he was, his kidneys were failing. That was, that was things like that. And uh you know, he had a a defibrillator.
[CUSTOMER][NEUTRAL] Uh, put in it was just, it was different things like that.
[AGENT][NEUTRAL] OK, so give me just a moment.
[AGENT][NEUTRAL] OK, so yes, ma'am. So let me give you the policy number for that policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the hospital indemnity, that is 66.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 7464.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] So 667-464.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Then was he ever in intensive care, critical care?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, he was.
[AGENT][NEUTRAL] OK, so just
[AGENT][NEUTRAL] OK, so there's.
[AGENT][NEUTRAL] It's potentially, you know, would be.
[AGENT][NEUTRAL] Then if, if he was admitted.
[AGENT][NEUTRAL] Um, intense to intensive care that could possibly be paid.
[AGENT][NEUTRAL] Under his intensive care, coronary care policy.
[AGENT][NEUTRAL] That's a separate policy number and that policy number is 745.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 629.
[CUSTOMER][NEUTRAL] OK, 745629, OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Now, give me just another moment to look at some things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so do you have access to the internet, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, not, not right now, but, uh, when I get home, I will.
[CUSTOMER][POSITIVE] But I do have internet at home, yes, ma'am, I do it.
[AGENT][NEUTRAL] OK, and the reason I'm asking you that is because [PII], OK, so the easiest way for you to get the claim forms is I can give you the website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For our for APL and give you the steps on how to which two claim forms you will need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can get them directly from the website. You can download.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can either fax because the fax number that's on the bottom of page one of the claim forms is our secured fax line.
[AGENT][NEUTRAL] Or you can mail it to the PO box.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's on the bottom and the claim forms do have the instructions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, for what other documents you would need, there's some bullet points on page one of each one of them and just use that as your checklist for completing the forms and then also um that. Now you will need to send us, I don't see it readily on file, also include a copy of the death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As well, because I don't, I'm not seeing that. I may just be overlooking it, but that's one of the documents. I was looking to see if we've received it.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, OK, so the website that you will go to to get the claim forms is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, when that page pulls up, you will see at the top where it says claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] So you will click on that link and you're gonna scroll down the page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You will see two boxes. One says filter by product.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it has a green like drop down arrow and then the box right next to it says filter by form type and it also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Has a green drop down.
[AGENT][NEUTRAL] For that federal indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The first one you're gonna click on the filter by product little arrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will see where it says hospital indemnity and just click on the word.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you do that,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you, you should see out to the right of your screen a blue button that says download form.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just click on that and the claim form should open.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, for
[AGENT][NEUTRAL] Or the other policy is intensive care and coronary.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You would click instead of the filter by product you're gonna do filter by form type click that little drop down arrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And one of your choices is Miss.
[AGENT][NEUTRAL] Miscellaneous claim forms.
[CUSTOMER][NEUTRAL] Miscellaneous la OK.
[AGENT][NEUTRAL] Mhm. So you will click on that, click on miscellaneous claim forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That same download blue button download form.
[AGENT][NEUTRAL] The blue download form button. And again, if you'll click on that, that's gonna open up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That claim form and again, it's got the instructions on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] But yes, ma'am, please include the death certificate, for policy number so that they can, the death certificate can get placed on each one of them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And claim numbers OK.
[AGENT][NEUTRAL] And you can also, if you would like, because his cancer policy also went to that same date of [PII].
[AGENT][NEUTRAL] That very first number you gave me, you can include that one as well as far as referencing for the death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK. All right then. Well, is there anything else at the moment that I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am. I think that's it. I'm just when I get home, I'm just gonna do all that, you know, do everything you just said and start, start the process.
[AGENT][POSITIVE] OK. Well, if you have, yes, ma'am. And if you have any further questions, feel free to give us a call back, um, and we'll be more than happy to assist you.
[CUSTOMER][POSITIVE] And get all the information out to you all.
[CUSTOMER][POSITIVE] I really appreciate it thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Yes, ma'am. You're very welcome and thank you for calling APL if that's all I can help you with at the moment. I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you very much as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.