AccountId: 011433970860
ContactId: 2b181533-f1e9-4c26-ac98-a283de065c5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329709 ms
Total Talk Time (AGENT): 97448 ms
Total Talk Time (CUSTOMER): 189133 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/2b181533-f1e9-4c26-ac98-a283de065c5e_20250221T20:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Ael [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] And her policy number is 955052.
[CUSTOMER][NEUTRAL] Uh, she has been trying to file claims on her husband who had cancer. Um.
[CUSTOMER][NEGATIVE] And she said that we kept asking for so much stuff that she just gave up.
[CUSTOMER][NEUTRAL] Well, now she's trying to use her intensive care writer, the $600 intensive care.
[CUSTOMER][NEUTRAL] And she's got
[CUSTOMER][NEUTRAL] And I know the answer to this, but I'm gonna let her talk to you so she can hear it from somebody besides myself.
[CUSTOMER][NEUTRAL] She wants to send in a thumb drive with his death certificate.
[AGENT][NEUTRAL] OK, we can't take a thumb drive.
[CUSTOMER][NEGATIVE] Yeah, I didn't think so. She said it's over 600 pages that need to be sent in.
[AGENT][NEUTRAL] Yeah, yeah, we can't take, we have to have the actual papers I mean if you want to send her that's fine, but like, so we can't take them dry.
[CUSTOMER][NEUTRAL] But I'm
[CUSTOMER][NEUTRAL] I didn't think so, but I've got her on the other line, OK?
[AGENT][NEUTRAL] What's our callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you can go ahead and send it there.
[CUSTOMER][POSITIVE] OK thanks [PII] you have a good weekend.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][POSITIVE] Good afternoon. Thanks for calling Apilis [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and did the person who transferred you tell you anything about my situation?
[AGENT][NEUTRAL] Um, yes, um, the main thing she was saying that um you had a, a thumb drop with um for doc I mean claims on there and she wanted to submit to us, um, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. It's got over 500 pages.
[AGENT][NEUTRAL] OK, we can't accept um a thumb drive. We would have to have the actual uh documents.
[CUSTOMER][NEUTRAL] So if I print them out from the thumb drive, see, they gave me a CD and I, then I had them printed on a thumb drive.
[AGENT][NEUTRAL] Yes, ma'am. If you print out the, the claims and send them to us, I mean, that's fine. We just can't um take a thumb drive.
[CUSTOMER][NEUTRAL] OK, well I'll definitely do that and do I need to send the um death certificate?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Well, looks like the policy is already termed, um, the policy was.
[CUSTOMER][NEUTRAL] It has, but at the time.
[CUSTOMER][NEUTRAL] It wasn't termed.
[AGENT][NEUTRAL] That's fine. You can go ahead and send um send that in as well.
[CUSTOMER][NEUTRAL] OK, and do I fill out the hospital portion of this or do I fill out the indemnity portion?
[CUSTOMER][NEUTRAL] Because I'm filing for the ICU writer.
[AGENT][NEUTRAL] You will fill out the, the hospital portion.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] It says on here that he died of West Nile.
[CUSTOMER][NEUTRAL] Virus encephalitis.
[CUSTOMER][NEUTRAL] He was uh doing treatment and a
[CUSTOMER][NEUTRAL] Mosquito bit him.
[CUSTOMER][NEGATIVE] And 2 weeks later, he died.
[CUSTOMER][NEUTRAL] So I just want that documented that he was on.
[CUSTOMER][NEUTRAL] Treatment.
[AGENT][NEUTRAL] Well, we would just go by, I mean, the documents, we would go by what's on there, um, I mean, I can't just say basically what you're on the phone, we go by what's on the documents once we receive them.
[CUSTOMER][NEGATIVE] Yeah, I've had a problem.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but I just wanted to make sure that if they knew. And the reason I'm like this is because when he, we found out he had cancer, we had such a hard time. I've had, I've had the policy for 20 years.
[CUSTOMER][NEGATIVE] I had such a hard time getting you guys to pay anything and I gave up after a while because you wanted more and more and more and that's why I'm the way I am right now. And I don't mean this to be angry with you. I just want someone to know that he was under cancer treatment.
[CUSTOMER][NEUTRAL] Even though the death certificate says what he died of was.
[CUSTOMER][NEUTRAL] encephalitis
[CUSTOMER][NEUTRAL] And West Nile.
[AGENT][NEUTRAL] Yes, I understand. I said we just go based off of what I mean, the documents that you send in, but like I said, once we see them, um, and determine that it's something that we can pay, we'll go ahead and um make a payment on that. But yes, ma'am, you can just print out the documents and send those in to us.
[CUSTOMER][NEUTRAL] OK, do you need the original copy of the death certificate, or do you need just will a copy be all right?
[AGENT][NEUTRAL] As long as it's a cop, we don't have to, you don't have to send in the the original copy, you can send a copy so you'll have that for yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then I will go ahead and make those copies and send this thing off tomorrow.
[AGENT][POSITIVE] No problem, Ms. Was there anything else that I can help you with today?
[CUSTOMER][NEGATIVE] No there isn't thank you very much.
[AGENT][POSITIVE] No, no problem. Well, thanks for calling Epo. You have a wonderful day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye.