AccountId: 011433970860
ContactId: 2c12100b-b0f6-46cf-ae50-2007f97ade29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589619 ms
Total Talk Time (AGENT): 226632 ms
Total Talk Time (CUSTOMER): 154241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2c12100b-b0f6-46cf-ae50-2007f97ade29_20250528T17:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, good afternoon. My name is [PII], and I was calling to see if you guys have received a couple of facts that I had faxed in and mailed in also.
[AGENT][NEUTRAL] OK, uh, give me a moment.
[AGENT][POSITIVE] And your name is again, I'm sorry.
[CUSTOMER][NEUTRAL] That's OK, uh, [PII].
[AGENT][NEUTRAL] Ms.
[CUSTOMER][NEUTRAL] It was a plan for my office.
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh no, I was just saying it was a claim for my father, uh, but he's now deceased.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 022.
[CUSTOMER][NEUTRAL] 71513.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK, I do show uh claim information being received yesterday and it's in line for processing.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] And affect something on the
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That comes on the [PII].
[AGENT][NEUTRAL] OK. It looks like some claim information being received on the [PII] and it processed as um
[AGENT][NEUTRAL] And says our records do not include a name of beneficiary for this policy. Therefore, proceeds become payable to the estate. Please submit testamentary papers or a letter of administration for the deceased insured's estate along with names, address, phone numbers and dates of birth, and relationships of all next of kin.
[AGENT][NEUTRAL] Did you ever submit that information as far as the next of kin info?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, so I am the next of kin. I, and I sent that I sent in my, um, well, you know, of course I have my power of attorney papers that I had.
[CUSTOMER][NEUTRAL] Already and.
[AGENT][NEUTRAL] Uh, the power of attorney is only, um, if the insured was, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, alive, um.
[CUSTOMER][NEUTRAL] So that's what I asked the lady. So she was telling me about our power of attorney over his things that I will be able to receive all the benefits that will come.
[CUSTOMER][NEUTRAL] But then he also had, uh, because I'm, I mean, I mean even over on the death certificate and everything. I did the funeral. I did all of that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh um we had sent in.
[CUSTOMER][NEUTRAL] The change of beneficiary, so they had never received that?
[AGENT][NEUTRAL] Uh, that, I'm not sure. I might have to transfer you to an examiner. Um.
[AGENT][NEUTRAL] Give me one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] At the old box
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Uh, yeah, let me, uh, see if I can get an examiner. Hold on one moment, Miss uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] So pay 80% of UCR.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], um, how are you doing? it's [PII]. How are you, Lord, words.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hey there [PII].
[AGENT][NEUTRAL] Wors are hard when you're hungry, but um, I have an insured's daughter on the phone and she was calling about claims for her dad. Uh, it looks like um it's for policy number 2271513. It's a cancer policy, but he had passed, apparently we received a death certificate and I told her it looks like on the most recent claim that was processed that we're needing uh next of kin info.
[AGENT][NEUTRAL] Or testamentary papers and I explained to her that a POA is only valid when the insured is alive.
[AGENT][NEUTRAL] And uh she said that they had sent over.
[AGENT][NEUTRAL] Information showing next of kin and that her name is on the death certificate and also they just submitted some information that came in yesterday.
[AGENT][NEUTRAL] But I'm not sure if that's the information we would need in order to process because it
[AGENT][NEUTRAL] It looks like it shows her as being next of kin, but she even asked if we didn't receive the beneficiary information showing that it was changed.
[CUSTOMER][NEUTRAL] OK, so she said that
[CUSTOMER][NEUTRAL] They sent in beneficiary information or?
[AGENT][NEUTRAL] She said they had sent in uh beneficiary information previously for the beneficiary to change, but on our recent information submitted, it does show her name as next of kin, but I didn't know if there was additional information that they would need to submit.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] T
[CUSTOMER][NEUTRAL] Oh, OK, let me just see what they sent here.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It's 2:20.
[CUSTOMER][NEUTRAL] So she's saying this mail that was sent on [PII] was the next of kin information?
[AGENT][NEUTRAL] Well, no, she didn't say, but I just pulled it up and saw that it showed something to that effect of, of her being next of kin, but she has said that they had sent beneficiary information change previously.
[AGENT][NEUTRAL] But I don't know if that was something we would be able to see.
[CUSTOMER][NEUTRAL] Like through customer service?
[CUSTOMER][NEUTRAL] I don't, that probably was through customer service, not through claims, if it's like a beneficiary for the policy if he was still alive.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Dang it. Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just looking through real quick here to see if.
[CUSTOMER][NEUTRAL] What they sent in.
[AGENT][NEGATIVE] I don't show her as beneficiary. I don't see anything.
[CUSTOMER][NEUTRAL] Yeah. OK. Let me, so I'll probably just let her know she's
[CUSTOMER][NEUTRAL] It would, it would just be a lot easier if they would just go ahead and send in that beneficiary information or a state or testamentary just whatever um.
[CUSTOMER][NEUTRAL] Cause I don't see, it looks like they, she just sent in a bunch of medical records.
[CUSTOMER][NEUTRAL] This last submission.
[CUSTOMER][NEUTRAL] Um, OK, but I, I can go ahead and let her know that.
[AGENT][POSITIVE] Awesome. I do. It's uh [PII].
[CUSTOMER][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] And what was her name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Awesome thank you ma'am. Have a great one.
[CUSTOMER][NEUTRAL] You too.