AccountId: 011433970860
ContactId: 284705cc-9869-48dd-b69a-e78abc09746f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504350 ms
Total Talk Time (AGENT): 170994 ms
Total Talk Time (CUSTOMER): 213577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/284705cc-9869-48dd-b69a-e78abc09746f_20241231T16:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Eil [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I have an insured sister on the phone. Um, primary has passed away. She was speaking with someone in claims and was transferred to me to basically see how to cancel the policies, which has been explained to her, but she has a question about her cancer policy, um.
[CUSTOMER][NEUTRAL] She's stating that the insurer had relayed to her that she was submitting claims, but wasn't getting any payment from us, and I explained to her that we are showing that we got something and a check was sent, but she wants to make sure that we got all the claims that we should have got and if that check cleared, basically, because she's saying.
[CUSTOMER][NEUTRAL] We didn't pay anything, and I guess the sister told her that before she passed away. So she's wanting to make sure she got everything that was due to her sister.
[AGENT][NEUTRAL] OK, so, OK, who's on the line?
[CUSTOMER][NEUTRAL] It's the sister because like I said, the primary passed away.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, and I have notated that, and I told her what to do to send in the death certificate. But she, I guess she's wanting to make sure what claims were submitted because possibly there might be some she can submit in, but she's also saying that the sister told her she submitted claims in and didn't get payment and there was a payment that was sent recently and she's wanting to make sure if it cleared, like if the sister got it and cashed it. Does that make sense?
[AGENT][NEUTRAL] That's fine. um, what's, um, who's, I mean, what's the person's name that's calling?
[CUSTOMER][NEUTRAL] Her name is Ms. [PII] and the policy is 2,252,140. She was speaking to claims to begin with. I don't know if that was discussed or what.
[AGENT][NEUTRAL] Um, what's her callback number?
[CUSTOMER][NEUTRAL] [PII]. She said the primary passed away due to cancer.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] And I guess that's what she's trying to see, yeah, I guess that's what she's trying to figure out if she submitted everything and I guess if if payments were sent out if she actually got it.
[AGENT][NEUTRAL] She was talking to [PII].
[AGENT][NEUTRAL] OK, so we probably can't tell her until we get the um I don't know I say it.
[CUSTOMER][NEUTRAL] Because she
[CUSTOMER][NEUTRAL] Well she's got the email for the um.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Death certificate.
[CUSTOMER][NEUTRAL] So she said she wanted to eat.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can go and send it to.
[CUSTOMER][POSITIVE] All right. Here she is. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Good morning. Thanks for calling Eli [PII]. Um, am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Um, the mem um, so the reps said you had a question, um, in regards to payments that would have went out to your sister.
[CUSTOMER][NEUTRAL] Yes, she kept, and she died two weeks ago, and months before that, I think in the summer, she submitted her last claim, and she kept complaining that we needed to cancel the policy because she never got anything in return. And so, um, but your other representative just mentioned to me that she, her last check she received was in [PII].
[CUSTOMER][NEUTRAL] Um, would you be able to tell me if that check was cashed or it never got?
[CUSTOMER][NEUTRAL] Cash or
[CUSTOMER][NEGATIVE] Because according to my sister, she didn't get anything.
[AGENT][NEUTRAL] I was
[AGENT][NEUTRAL] And are you the, um, the beneficiary?
[CUSTOMER][NEUTRAL] No, it might be her son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we can't really discuss anything as far as claims or payment, um.
[CUSTOMER][NEUTRAL] For me, I don't know.
[AGENT][NEUTRAL] Of the policy?
[AGENT][NEUTRAL] Um, yeah, I would just have to send in all the documentation as far as death certificate and um.
[AGENT][NEUTRAL] Information, let me see if there's one on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so we'll have to send a desk check for it and um.
[AGENT][NEUTRAL] The beneficiary information, um, but like I can't say the only thing that.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Was being submitted was for preventative um payments, um, and that is for yearly screenings that
[AGENT][NEUTRAL] Um, that can be submitted, um, but like as far as the payments, I mean I like I can't discuss that information. I mean, I'm not, if her son is the one that was handling everything, um.
[CUSTOMER][NEUTRAL] No, she wasn't. She was, she was telling me all these things. She wouldn't discuss all that with her, with her, her son.
[CUSTOMER][NEUTRAL] Uh, so how do I find out who the beneficiary was?
[AGENT][NEUTRAL] Uh hold on let me do that.
[AGENT][NEUTRAL] Like I said, we would have to receive the death certificate, um, and if there's, hold on one second, I'm just trying to verify. Hold on.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Oh here you go.
[AGENT][NEUTRAL] I'm just trying to put something else. Give me one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so yes, so we need the um death certificate, um, if there
[AGENT][NEUTRAL] If there was a state set up, we would need that documentation um if not.
[AGENT][NEUTRAL] You would, um, we would need the next 6 kin information, um, in regards to her children, um, the names, dates of birth, address, and relationship to.
[AGENT][NEUTRAL] Um, to your sister and that would be have to send in, and then we will, um, once that is done, then we would determine, we would determine the beneficiary after that if there's nothing showing who that was.
[CUSTOMER][NEUTRAL] To her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, it's probably her two sons, but I do have the death certificate and the other representative just gave me an email, and she told me to submit it to that email or mail it in and to include the policy number. I don't have the policy number with me, but I can include her name, date of birth, social security number, address.
[CUSTOMER][NEUTRAL] I guess a little brief message, right? Um.
[AGENT][NEUTRAL] That's fine. And like I said, I mean, um, as far as the other information like I said, we would just need the.
[AGENT][NEUTRAL] Um, the names of her children and all the information as far as
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah, I
[CUSTOMER][NEUTRAL] I can do that. I can submit that sometime today, um.
[CUSTOMER][NEUTRAL] And then we'll go from there and I guess I'll, I'll call you all back within a few days to see if you received it or.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, would that be OK?
[AGENT][NEUTRAL] Yes ma'am, that's fine, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Oh no, that's it. That's all.
[AGENT][POSITIVE] All right, no problem. We're sorry for your loss. Um, I hope you have a, a wonderful happy [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you so much. Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.