AccountId: 011433970860
ContactId: 13bd43a6-c4f8-496f-ba12-f41208eb0d08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239619 ms
Total Talk Time (AGENT): 128748 ms
Total Talk Time (CUSTOMER): 78261 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/13bd43a6-c4f8-496f-ba12-f41208eb0d08_20250508T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is uh [PII]. Um, I'm calling on behalf of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, on, uh, to make a claim on her, um, insurance.
[AGENT][NEUTRAL] Yes sir, OK, I can help you guys with the claim. Can I please get your callback number, sir, just in case the call's dropped I can call you right back.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the policy number?
[CUSTOMER][NEUTRAL] The policy number, let me look on here right quick.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] There's a certificate and uh policyholder policy number 13254.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The certificate. Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 13254
[AGENT][NEUTRAL] OK, that says the policy certificate number there?
[AGENT][NEUTRAL] That you found?
[CUSTOMER][NEUTRAL] Certificate number, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Number is.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] 132 54.
[CUSTOMER][NEUTRAL] OK, that was the policy number, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the certificate number?
[CUSTOMER][NEUTRAL] 921-758
[AGENT][NEUTRAL] Let me look that up.
[AGENT][NEUTRAL] OK, I've got her pulled up. Um, is Miss uh [PII] there for me to get a verbal consent that it's OK to discuss her policy with you, Mr. [PII]?
[CUSTOMER][NEGATIVE] Uh, no, ma'am. She passed away yesterday.
[AGENT][POSITIVE] Oh goodness. I am so sorry to hear that, sir.
[AGENT][NEUTRAL] OK, so you're wanting to file a claim on which policy, sir?
[AGENT][NEUTRAL] What's the um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not understanding that, but uh.
[CUSTOMER][NEUTRAL] Is there multiple
[AGENT][NEUTRAL] She has
[CUSTOMER][NEUTRAL] I hadn't seen this policy before and I'm just going through different policies.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir. OK, so right, so this policy is a secondary policy that's billed second to the primary insurance. Um, the policy, this policy terminated on [PII], so nothing after [PII], right, would be able to be filed on this policy.
[CUSTOMER][NEUTRAL] From different companies
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It terminated
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] So this one is no good.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Now, she did have uh um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A group cancer policy that terminated on [PII]. So, anything from [PII], if the diagnosis was cancer, that one can be filed.
[AGENT][NEUTRAL] But anything after [PII] cannot be filed.
[CUSTOMER][NEUTRAL] OK, so, well, she passed away yesterday, so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I understand that part.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, sir, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, no, I, you gave me enough information for this, and, uh, I can, I can put this on the way.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] OK, alright, well thank you and you have a blessed rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye-bye, sir.