AccountId: 011433970860
ContactId: 31471034-1a9f-4e7e-b8d6-edac1cfe8e71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 613960 ms
Total Talk Time (AGENT): 260931 ms
Total Talk Time (CUSTOMER): 278363 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/31471034-1a9f-4e7e-b8d6-edac1cfe8e71_20250422T13:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line. Well, she's the spouse of the main holder, and she's calling because she said that he passed away a long time ago in [PII], but it looks like she never reported. And now she's calling to like make changes to the address and to change the draft information and all that, but we don't, I don't, I didn't find any death certificate and he's not been removed just yet.
[CUSTOMER][NEUTRAL] So I went ahead and asked for the death certificate and also ask for the um a letter indicating, you know, stating her information and what she needs or what she would like to do with the policy. Um, but I don't know if uh she probably needs something else, so I don't know if you can assist her with that information. Just make sure we give her everything that she needs to do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Sure, I can go ahead.
[CUSTOMER][NEUTRAL] So the policy number is 6, OK. The policy number is 652929.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][POSITIVE] Yes, I got Miss [PII]. Yes, Miss [PII] is the one on the line.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said you already um got for her the
[AGENT][NEUTRAL] Um, send her something?
[CUSTOMER][NEUTRAL] No, I request for her to send us the death certificate because we're gonna need that. We have no reports that he's been passed that long, like he's, yeah, he's been gone since [PII], so we're gonna need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Um, and then I also told her that together with that she can send us like a letter of what she's wanting to do with this policy and her personal information, which I don't know if, yeah, if, if she needs anything else because what she's trying to do is change the address and change the draft information on the policy. That's what she's trying to do.
[AGENT][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] I gave her the um the email address to send it by email. I don't know if that was OK or not. So I don't know if you can just confirm that with her or uh tell her if we need anything else, which, I think I told her everything, but I'm not sure because we don't really handle this. But I have heard it before, so I'm like, oh yeah, I can probably tell her what she needs. OK, so let me go ahead and put her through. I did verify all the information, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're good.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And here she comes. Uh, the callback number is the one in the system. It's not the one in the policy. It's the one in the caller ID, the [PII], OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, got it. Thank you.
[CUSTOMER][POSITIVE] OK. Here she comes. You're welcome. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for me, Ms. [PII] I have [PII] on the line and she's gonna assist you from here, OK.
[CUSTOMER][NEUTRAL] Well let me ask you a question first of all, I need to make sure it's a family policy, not just policy for him. OK, um, this policy is you are listed on the policy and it is a family policy, yes, OK. But I thought it was. I just wanted to make sure you understand it's OK. You're welcome. Have a good day.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm great thank you.
[AGENT][NEUTRAL] All right. Uh, so we can go over what will be needed, um, uh, with the policy.
[AGENT][POSITIVE] I think um so Miss So already kind of advised what it is required for us to um about the process of the policy and um since your husband already um passed a long time ago, we are still able to refund the money that was paid.
[AGENT][NEUTRAL] On the policy, um,
[AGENT][NEUTRAL] But it will change depending on depending on how we like to proceed to keep the policy or not, we will have to do like that transition from make you the primary policy holder and um reimburse that money that was earned.
[AGENT][NEUTRAL] An earned premium, sorry.
[CUSTOMER][NEUTRAL] Um, I guess since he was a premium policyholder we just uh refund the.
[CUSTOMER][NEUTRAL] The the amount paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, are you willing to keep the policy or no?
[AGENT][NEUTRAL] Because we can go from there.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I don't know if this policy is, is it worth keeping or does it pay?
[CUSTOMER][NEUTRAL] Uh, what is necessary in case I have cancer and I, I have it.
[AGENT][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Well, at my age, I wondered if if I haven't gotten cancer, well I get it between now and the time I am gone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See what I'm saying, the chances of my having cancer age might not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, the chances of having cancer, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So let me just not keep.
[AGENT][NEUTRAL] Mhm. Well, um,
[AGENT][NEUTRAL] OK, all right. If we're not keeping the policy, we're able to um go ahead and reimburse all that money um since his day of passing, um, once we receive the copy of the death certificate and on that letter um or email that we received, um, you can just let us know that you want to um go ahead and
[CUSTOMER][NEUTRAL] Yeah hold on
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] Just um drop the coverage and we, uh, or the person in charge will be going ahead and reimbursing that money, um, from that day to current, whatever paid. Um, I, mhm, um, as for the benefits of the questions you had, um, it is a 7500 annual che chemotherapy uh benefit amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You only
[CUSTOMER][NEUTRAL] OK. Well, let me just, uh,
[AGENT][NEUTRAL] It it is what we have here. Mhm.
[CUSTOMER][NEUTRAL] Just to get the refund, uh, if that's possible, but you'll need my current address, right?
[AGENT][NEUTRAL] Uh, yes, um, you can, since.
[AGENT][NEUTRAL] We can go ahead and change it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whenever you're ready.
[AGENT][NEUTRAL] And um allow me just a second while we get there to my page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] All right, what is the new address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Simpson Simpsonville.
[CUSTOMER][NEUTRAL] South Carolina.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right. I got it.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I will go ahead and update that address for you and notate that it has changed um and um whichever method you prefer to send us that death certificate um it can be um email, mail, fax it um as long as we receive it we will go ahead and.
[CUSTOMER][NEUTRAL] Well, I'm going to, I'm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and what I have is care team.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Uh, [PII], is that right?
[AGENT][NEUTRAL] Yes, mhm, that is that will be the email that you can use to send it and once we go ahead and um.
[CUSTOMER][NEUTRAL] Uh well, I have a, I have.
[CUSTOMER][NEUTRAL] Yeah, I scanned copy of the death certificate so I can email you the, the scanned copy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you can do and um once it process since we received a notification from an email um we will be responding back to that email that you send us um once it is completed and more than sure the person will um ask again if you would like to um how would you like to proceed with the policy um.
[CUSTOMER][NEUTRAL] OK, I'll do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um I, I will try to notate on it that we want it canceled. Um you can also notate it on the email that you want it and that will save uh a step.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's good. OK. So as soon as we get up, I'll.
[AGENT][NEUTRAL] All right. Is there anything else?
[CUSTOMER][POSITIVE] I think that's good. Thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's uh you're welcome, Ms. [PII], and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too as well thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye