AccountId: 011433970860
ContactId: 32b71ab3-28e1-454b-a848-93a642412b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1152449 ms
Total Talk Time (AGENT): 671415 ms
Total Talk Time (CUSTOMER): 469175 ms
Interruptions: 8
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/32b71ab3-28e1-454b-a848-93a642412b9e_20250225T21:51_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. Um, my husband had a policy there, um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I can give you the policy number if you need to get that first.
[AGENT][NEUTRAL] Um, first, Miss [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] OK, thank you. And now you can give me the policy number.
[CUSTOMER][NEUTRAL] OK, 727291.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Miss [PII], I will need to verify several things with you first for security. Um, can you go, so first off, how can I help you today?
[CUSTOMER][NEUTRAL] I'm sorry, what did you say? OK.
[AGENT][NEUTRAL] How can I help you first off today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK. I'm sorry, my dog has decided to bark. Um, let me get you off speakerphone. OK, um, my husband passed away on [PII], and this time we've got this little cancer policy and I'm just trying to get things together and, um, see what I need to do.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, Ms. [PII]. So you said that Mr. [PII] passed away on [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So first off, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I am very sorry for your loss. My deepest condolences to you and your family.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so you're wanting to find out what you will need to do or to send us regarding that, is that correct?
[CUSTOMER][NEUTRAL] Yes, I've called. It's kind of a long story, but I've called. He ended up at two different hospitals. He got diagnosed with gallbladder cancer on [PII] and then he went to an oncologist in [PII] on [PII].
[CUSTOMER][NEUTRAL] And with her until the [PII] when he took his first chemo treatment, then we ended up with him at, at another hospital in [PII]. So I'm trying to get everything I need to get, but I just, I, I just wanna make sure I get everything and um cause it looks like it's gonna be two different places that are gonna have the pathology report well.
[CUSTOMER][NEUTRAL] I don't know if the hos this last hospital will have had a pathology report, but he did see an oncologist there and they're the ones who told us he only had a few weeks to live, so.
[CUSTOMER][NEUTRAL] It's, it's just a long story.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It sounds like that's OK. That's OK. Um, yeah, you've been going through a lot.
[AGENT][NEUTRAL] OK, Miss, Miss [PII], what I'm gonna need to do first off is to verify several things with you for security and also any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So if you could first please verify Mr. [PII]'s name and his date of birth and then your date of birth for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um, his name is [PII]. His, uh, date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then my name is [PII]. I don't remember put me as [PII] or [PII] on the application. Let me see what it says here.
[CUSTOMER][NEUTRAL] It was just me and him on it.
[CUSTOMER][NEUTRAL] [PII] is how they had me on the application.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home billing address, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you um is actually we do have your cell. We also have another number. I don't know if maybe this is Mr. [PII]'s number or your home number, landline at one time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It [PII], uh, OK, that was a home number we don't even have that no more.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just one moment.
[AGENT][NEUTRAL] OK, and the last thing is the email address that we have on file?
[AGENT][NEUTRAL] This appears to probably be your email.
[CUSTOMER][NEUTRAL] OK, and I bet it's an old one,
[CUSTOMER][NEUTRAL] It could, could it have been [PII], is that the one got?
[AGENT][NEUTRAL] No, ma'am. No, ma'am. That's nothing.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, yes ma'am, that is what we show on file.
[CUSTOMER][POSITIVE] OK, that, OK, that's good. That's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so that's all of the information that I'll need to verify this time.
[AGENT][NEUTRAL] Um, so, Ms. [PII], you had not called, this is the first time you called us, correct, notifying us of Mr. [PII]'s passing.
[CUSTOMER][NEUTRAL] Well, I, yes, yes.
[AGENT][NEUTRAL] OK, so we will have to have uh a copy of the death certificate sent to us.
[CUSTOMER][NEUTRAL] OK, copy of it, OK.
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am. That can actually be emailed. I can provide you the email address that that would need to be sent to. Now, I can give you information related to filing your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any claims for him?
[AGENT][NEUTRAL] And then I can transfer you over to our customer service division to answer any other questions that you may have related to continuing the policy if you're wanting to continue it yourself, are you wanting to do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have thought of, I
[AGENT][NEUTRAL] Are you wanting to keep it for yourself?
[CUSTOMER][NEUTRAL] Um, I would like to, I mean, it's, we've had this since [PII], you know, I, I would, I've never had to claim it on myself, and this would be one time I'd say no, that, that my kids would need it. So, um, yeah, I think I need to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so yeah.
[AGENT][NEUTRAL] I can tell you for certain that we will have to have the death certificate.
[AGENT][NEUTRAL] And again that can be emailed into care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] C A R E.
[CUSTOMER][NEUTRAL] CAR OK.
[AGENT][NEUTRAL] Uh-huh. T E A M.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can include, you know, the policy number obviously, and you can include in that email Ms. [PII] that you are wanting to continue the policy.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] For yourself.
[AGENT][NEUTRAL] But again, I will transfer you to customer service so that they can verify anything else that you may need to do, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] As far as filing your claims, I can see where you had called and spoken to someone.
[AGENT][NEUTRAL] Earlier in February about mailing claim forms to you?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Right. I never got those, but I went online and printed them out and then.
[AGENT][NEUTRAL] Oh, you did. I was gonna say cause, OK.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] That's OK. And, and then my sister-in-law told me that, um, they also told me I could file this online. So, um, I was just gonna go ahead after I called these hospitals and got them to send me this stuff. I was just gonna go ahead and file online if that is OK.
[AGENT][NEUTRAL] OK, so I can tell you, Ms. [PII], because your email address is on is what is on file that you verified with me. I can email the user guide.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] To you because this is the email that we have now when you're setting it up policy some of the questions that you're gonna need to.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, fill in the information for will be related to Mr. [PII], such as his social because he is still listed as the primary.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Right, right. OK.
[AGENT][NEUTRAL] So anything that ask about, you know, a zip code, well, date of birth, um.
[AGENT][NEUTRAL] The social, that's gonna be his information, OK?
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] To set this up now and again I'm only able to send the user guide information for how to set that portal up because your email is currently on file. This is typically something we can only do with the primary policy holder.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, at this stage until we receive the death certificate and get everything changed.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But yes, ma'am. This will explain how to set up the profile and it also does explain how to upload.
[AGENT][NEUTRAL] The information for claim submission.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so give me just a moment and I'm gonna get that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that'll be coming to you in a few minutes. It's also gonna come from care to that same email that I gave you to send the death certificate to. That's where your email is gonna come from, and it's also gonna have APL and online service center in the subject line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have, um, I filed for the uh death certificate on one day last week, I believe.
[AGENT][NEUTRAL] Hm, yes, ma'am, it will take a long time to get.
[CUSTOMER][NEUTRAL] And um so it's gonna probably take me a little bit to get those so do I have any type of deadline on this?
[AGENT][NEUTRAL] No ma'am, you don't, and no ma'am and then customer service will go over like anything related to premium if there's a, you know, change in the amount and a refund of course none of that could be processed until that is received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] So no, ma'am, there's, that's not an issue.
[CUSTOMER][MIXED] OK, good, good, because it may take me a little bit to get some of this stuff because I had two different places to go to, so it's, it's just been a little confusing.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, no, it has been. Yes, ma'am. I know it has been.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so as far as any other questions for me because you do have your claim forms.
[AGENT][NEUTRAL] With that has all the instructions on there page one of that claim form has everything just use that as your checklist when you're getting everything together um I'm going to email you this user guide.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] And then I will connect you if you don't have any other questions, I will connect you over to customer service so that they can verify any additional.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Information you may need to supply, but I think that's everything.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] Well, you're certainly welcome, Ms. [PII] and again, my deepest condolences to you and your family.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] You're very welcome. So um do you have any other questions for me before I transfer you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, not that I can think of. I think, you know, if I have anything, I can always call back, but I will, I think, um, I, I pretty much have everything I need, but just I can ask them to make sure on my list because I went through everything and it was telling me the initial diagnosis and everything. So, um I can get all that. I've gotten some of it, but I just don't have everything, but I think I'm getting there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I know it's, it takes a little time to get all that together but yes ma'am, as you get it and just one thing is related to the portal.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] If for any reason you know you have to break down the documents into multiple sections that's OK because the system will know, you know, to we'll look at all of it um if it were to exceed the maximum file size or maybe sometimes I don't know exactly why Ms. [PII], but sometimes if a file is still under the.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Maximum size, it still won't let people upload, you know, um for whatever reason but I found that if they break it down into smaller sections and upload it, it will accept it that way but if you start uploading things and you have any questions or need any help, you just give us a call and we'll be more than happy to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, would it be easier for me just to mail all this or I know it would be faster to do it online, but um if I end up with all stuff, would it be easier for me just to put it in the mail and mail it?
[AGENT][NEUTRAL] Well, you know that, that's entirely up to you obviously when you upload it, you get a confirmation instantly and you'll be able to see that in your portal that we received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, with mailing it.
[CUSTOMER][NEUTRAL] OK, and that probably would be better.
[AGENT][NEUTRAL] You know, with mailing it, I would just to be on the safe side, make sure that you have copies of everything that you send because if something were to happen, you know,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you, OK.
[AGENT][NEUTRAL] Then you would have to start over getting all of your information again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That's um
[CUSTOMER][POSITIVE] I got you. I will, I'll just do it online that would even if it takes several, um, time to get something downloaded, I will, I will do that then.
[AGENT][NEUTRAL] Yeah, because
[AGENT][NEUTRAL] Right, and again, and you can opt in for text notification alerts. Now I can't remove the home number even though you said that you all, you know, don't have that anymore. I can't remove that yet. Once um we receive the death cert, then we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can do that. I will make a note that you said you don't have it anymore, but I cannot officially change it.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] In the system or remove it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that'll be good then. Well I, I did know as soon as I can, I'll get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But your cell number is on yes ma'am, your cell number is the one that's also it's also on file so when you're setting up the portal and all that, you know, your your number it should accept it this since it's already.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK. If not, I'll give. OK, if not, I'll give a call and they can help me walk through it if I need it.
[AGENT][NEUTRAL] And the profile as well.
[AGENT][NEUTRAL] Well, they won't be able to do much with you um at this point, Ms. [PII], because it's, you know, your email is uh is what's on file so we're able to, that's why I'm able to email you that document but making any changes or giving you any real detailed instructions, we can't do that until we get that death certificate.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, well, I will as soon as I get that, OK, as soon as I get that, I'll get that emailed to y'all that way I can just, but I can in the meantime I can be getting all this stuff to get right and then once all the death certificate there then we can upload everything. OK, OK, alright, OK.
[AGENT][NEUTRAL] And get it changed into your name.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, absolutely.
[AGENT][NEUTRAL] Yeah, yeah, or you can already, well, if you get your claims information together before you receive the death certificate, you know, you can go ahead and submit.
[AGENT][NEUTRAL] The claims you could do that we just can't change the policy to your name or remove him or change your premium or anything like that until we get that mhm correct.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Until
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you. My brain is not working. I, thank you so much.
[AGENT][NEUTRAL] Oh, you're welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] It just sometimes takes, there's just been so much I didn't realize there was so much I had to do and so I was just checking off my list so um but I appreciate.
[AGENT][NEGATIVE] Yeah, it's an overwhelming.
[AGENT][NEGATIVE] It's an overwhelming process.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes, ma'am. But thank you so much. I appreciate you.
[AGENT][NEUTRAL] But you just
[AGENT][NEUTRAL] Abs oh you're welcome. You're welcome, Miss [PII]. Seriously, if we can help you in any other way, please give us a call back, but I'm gonna get you connected with someone, uh huh, in customer service that can just verify about getting it changed into your name, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I sure will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Alright, well you're welcome and thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes ma'am, one moment. You're welcome. Thank you.
[CUSTOMER][POSITIVE] Thank you and you too. Bye. Bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm OK. Um, I have a lady on the line.
[AGENT][NEUTRAL] Policy number is 727291.
[AGENT][NEUTRAL] It's listed as [PII], but she goes by [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's calling to notify us of Mr. [PII]'s passing.
[AGENT][NEUTRAL] She's not gotten the death certificate yet. He passed away on [PII]. Um, I explained, I gave her the care team's email. She will send that once she receives it, but she's again, wanting to continue it on her own and she probably has a question about, you know, with the premium.
[AGENT][NEUTRAL] And just to make sure of anything else she may need to do. She's very overwhelmed, very sweet lady, very sweet lady.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the phone number, [PII], that's in there is in the home space. That number is no longer, they haven't had, they don't have that landline, hadn't had in a long time, but I told her we couldn't remove that yet until we got the death certificate. That cell number that's in the system, that is her cell number and the email that's on file is her email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna put that in my my note too but anyway and then I helped her with her questions on claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I've got it.
[AGENT][NEUTRAL] OK. All right. I think we covered everything. I mean, I think I, yeah, I think that's everything.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. All right, [PII], thank you very much. Have a good evening.
[AGENT][NEUTRAL] OK, bye bye.