AccountId: 011433970860
ContactId: 1463d339-3163-4813-8e4b-67f49ab54bce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449640 ms
Total Talk Time (AGENT): 281374 ms
Total Talk Time (CUSTOMER): 209164 ms
Interruptions: 9
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/1463d339-3163-4813-8e4b-67f49ab54bce_20250127T15:59_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing this morning?
[AGENT][POSITIVE] I'm good and you?
[CUSTOMER][NEUTRAL] I'm good thank you. I have uh [PII] on the line she's the daughter of an insured. The insured has passed away and she has some questions about payment for some claims. She's filing claims um during the time her mom is receiving some cancer treatment and she just wants, go ahead, I'm sorry.
[AGENT][NEUTRAL] While you, uh, I'm sorry to interrupt you, [PII]. Why you telling me that information, can you give me the policy so I can be looking at the policy while you're telling me uh the information that you need to relate to me?
[CUSTOMER][NEUTRAL] Absolutely. That's gonna be [PII].
[CUSTOMER][NEUTRAL] 349.
[AGENT][NEUTRAL] OK, alright, and what's her mother's name?
[CUSTOMER][NEUTRAL] And the insured, uh, [PII].
[AGENT][NEUTRAL] OK, and when did her mother pass away?
[CUSTOMER][NEUTRAL] She said on the [PII].
[AGENT][NEUTRAL] Of this month?
[CUSTOMER][NEUTRAL] Uh, [PII], I believe, yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yeah, OK, so um, I'll just make a note of that. OK, alright, so continue on, so her mother, they filed some claims and she's checking the status of these claims.
[CUSTOMER][NEUTRAL] Um, no, she actually has just now gotten all this paperwork together. It's claims from like back in starting in October, so she's got all the paperwork together to send into us. Her question is when the payments are sent out, how is that gonna be issued? Is it in her mother's name? Is it, can they be in her name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you know that that that depends on, I'm sorry, that depends on if it's a beneficiary listed on the policy, that's the first thing. So if there is no beneficiary listed on the policy, then the, the, the policy is we have to have her submit a list of next of kin with everybody the living children's names, dates of birth, address, but I can let her know that, but that's how that goes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, yeah, so she's happy to submit all that she just, yeah, I didn't know how to do that or what she needed to submit so.
[AGENT][NEUTRAL] OK, no problem. Do you have a callback number for her?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be [PII] and we're speaking with [PII].
[AGENT][POSITIVE] OK, [PII]. OK, thank you. All right.
[CUSTOMER][POSITIVE] You're welcome. Here she comes.
[CUSTOMER][NEUTRAL] Just a second, my computer's being crazy, of course, what's going on?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It happens.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, this is [PII] in the uh cancer department. Is this Miss [PII]? [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes this is she. Yes.
[AGENT][NEUTRAL] OK, and I understand you were calling, um, my condolences for your mother's loss. She passed away on [PII]. Is that correct of this year?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No [PII] we've been waiting on um final paperwork yeah of [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, of [PII]. OK, got that. And you did verify her name and her date of birth and her address, is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for that information. So, um, what happens is, uh, in this case, Miss [PII], um, there is no beneficiary listed on the policy. When there is no beneficiary listed on the policy, we have to have a number of things. The first is the death certificate, OK? Um, the next is a list of next of kin, that's all her children.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If one of her children is deceased, then we need that person's children. For each one of those individuals, we need their names, dates of birth, address, relationship to her, and a contact phone number for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you'll submit that information along with the claim form if you're filing a claim, along with that death certificate.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is there a will or uh in a state set up?
[CUSTOMER][NEUTRAL] Yes, and I'm the executor, so I have a copy of that information as well for you.
[AGENT][NEUTRAL] OK, so you can submit that as well, but we still that doesn't supersede the list of next of kin because there's not beneficiary listed, so we still have to have all her children's names, dates of births, relationship, and phone numbers and um their addresses, and uh we'll need the copy of that uh state testamentary document from the court, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you need, now I have a, I have a paper copy of it of the petition to probate testament that's fine. You don't have to have like one notarized from the court.
[AGENT][NEUTRAL] And that's what you need to submit.
[AGENT][NEUTRAL] Yeah, just, just
[AGENT][NEUTRAL] We need to probate, we need to probate order, yeah, just as long as I'm sorry, as long as it has the, the seal from the court.
[AGENT][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] Um, steal from the court, seal from the court.
[AGENT][NEUTRAL] So if it's if you have one if you have one where it's already notarized, what do you have?
[AGENT][NEUTRAL] What you have is notarized, right?
[CUSTOMER][NEUTRAL] I have.
[AGENT][NEUTRAL] It's certified
[CUSTOMER][NEUTRAL] I'm yes, it's just a copy of it though. Let me see.
[AGENT][NEUTRAL] You just need to send a copy of it. That's all we need. We just need a copy of the certified order from the court. That's it. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, and then I can, can I, I just do I mail this? do I fax it? Do I do both? What do you suggest?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You can fax this information or you can mail it. Now, I don't like mail because mail is just super slow sometimes, you know, and then, you know, and you may run into it might get lost. I, I personally would, you know, if it was me, I would fax it. So I can give you a fax number and I can give you the mailing address too if you, but the fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got for fax [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct. Mhm.
[CUSTOMER][NEUTRAL] And who do I put attention to?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're gonna put, I put attention uh cancer department. And one more other thing I forgot. We need the, let me see, what's, does she have a, oh, she already had a diagnosis of cancer. OK, so I see that some claim information was submitted and I see that we have paid some claims in the past.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] I think I may have talked to you. Yes, I think I may have talked to you but um yeah, she had a couple of claims that were paid prior to um passing away and when she was in the hospital, she said, she just kind of went through making sure we knew that there, this is something we needed to follow through with. So yeah, I think she had gotten some claim that she had done that prior to, um, OK, good.
[AGENT][NEUTRAL] You may have. Let's see. Let's see.
[AGENT][NEUTRAL] You sure did.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] She sure did. So all the information I'm telling you, that's what we need to process those claims, OK? So yes ma'am, I you sure did talk to me and I actually was the one that uh that processed that claim too. So um when you get, well thank you, when you get that information in just call and ask to speak to [PII] and let me know you submitted it in and then that way I can go through it and get it processed for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will go ahead and send all that in.
[CUSTOMER][NEUTRAL] I did
[CUSTOMER][POSITIVE] You're so wonderful. Good, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, I'm about to go, I teach school, so I'm about to walk down to our fax machine and send it in and then I'm gonna mail a copy just, just in case. um, but so now what about the death certificate if I fax it, it's not the school. OK, OK, OK, good. Perfect. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. That's good.
[AGENT][NEUTRAL] It could be a copy. It don't matter, it can be a copy. Mhm. Yup, you're good. And then we already, yup, so that's, that's it. You're, you're good, OK?
[CUSTOMER][POSITIVE] OK awesome thank you Ms. [PII].
[AGENT][NEUTRAL] Alright, anything else I can help you with?
[CUSTOMER][NEUTRAL] I think that's it for today.
[AGENT][POSITIVE] All right. Well, you have an awesome rest of your day and take care. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you all right bye.