AccountId: 011433970860
ContactId: 347fe8c7-0c1c-4fb0-a0ea-95f625a4c30b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 807460 ms
Total Talk Time (AGENT): 394572 ms
Total Talk Time (CUSTOMER): 277140 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/347fe8c7-0c1c-4fb0-a0ea-95f625a4c30b_20250127T20:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] And who did you say your name was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, Ms. So, uh, my name is [PII]. Uh,
[CUSTOMER][NEUTRAL] I have some policies with y'all that I need to check into.
[AGENT][NEUTRAL] OK, sure, I can assist you with the information on your policy, Miss [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] OK, I have 3 of them. I have a 687-412.
[CUSTOMER][NEUTRAL] 687-413
[CUSTOMER][NEUTRAL] 687-414.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] And my uh email now is [PII].
[AGENT][POSITIVE] OK. Thank you. That's what we have.
[CUSTOMER][NEUTRAL] It may have been at least 60, OK, you, that's what you have.
[AGENT][POSITIVE] Mhm. Yes. Thank you.
[CUSTOMER][POSITIVE] OK, that's wonderful.
[AGENT][NEUTRAL] All right. And how may I assist you with these policies, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I have had uh breast cancer again and I have had both of my breasts removed. I need to know, will that cover anything on those, on that cause it hasn't yet because I haven't filed anything yet.
[AGENT][NEUTRAL] So you haven't filed a claim?
[CUSTOMER][NEUTRAL] No, ma'am, I have not yet.
[CUSTOMER][NEUTRAL] I'm asking you what I need to do to file a claim.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah, I can give you instructions on how to file a claim. We cannot guarantee any payments over the phone, but I can do, um, give you the information on how to submit a claim.
[AGENT][NEUTRAL] OK. Um, so you do have a cancer policy. Um, you need to have the claim form and together with the claim form, we need, um, the pathology report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we also need the itemized bill.
[CUSTOMER][NEUTRAL] OK, how do I get the uh claim form?
[AGENT][NEUTRAL] OK, there are 3 options to get the claim form. Either you can get it through our website at [PII], or I can fax it or mail it to you, so.
[CUSTOMER][NEUTRAL] OK, could you mail that to me?
[AGENT][NEUTRAL] Yes, or I can email it as well. Which one would you rather have, mail it or email it? Mail. OK. All right. Let, let me go ahead and get this um ready for you.
[CUSTOMER][NEUTRAL] Just put it in the mail, just put it in the mail.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. And then you said uh [PII], spell that, please, [PII].
[AGENT][NEUTRAL] Itemized bill. Let me go ahead and get that spelling really quick.
[AGENT][NEUTRAL] And that information is going to be on the claim form, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll be the first page of that um claim form. Let me pull the image really quick.
[AGENT][NEUTRAL] OK, here it is. So let's see itemize this I T E M I Z E D.
[CUSTOMER][NEUTRAL] OK, on my bill. OK, OK, now let me ask you something else. I am, I have these 3 policies.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I don't know. Um.
[CUSTOMER][NEUTRAL] Am I just paying for me for one person? Can you see my bill?
[AGENT][NEUTRAL] No, um, it looks like you, you have a family plan. Now, um, let me see, due to age, you're
[CUSTOMER][NEUTRAL] Monthly.
[CUSTOMER][NEUTRAL] OK, I don't have a family.
[CUSTOMER][NEUTRAL] I mean, my husband's deceased and my kids are grown.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, that's what I was gonna say. Your kids are out of the policy due to age. Um, your husband is still listed and um in order to remove him and change the policy to individual, we're gonna need a death certificate. Do you have a copy that you can send to us?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, he, he died in back in [PII]. So am I gonna get reimbursement for what I have paid since [PII] for him?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] They will have to do a research and see what they can do because uh yeah, we haven't received anything indicating that you needed to be removed from the policy. So the first step is to send in that um that certificate and then from there we'll go ahead and let you know what we're gonna do.
[AGENT][NEUTRAL] That goes to the customer service department.
[CUSTOMER][NEUTRAL] OK, and who I, where do I send and who do I send the desks for desk.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] The certificate, OK, um, are you gonna send it electronically through an email or are you gonna send it with regular mail?
[CUSTOMER][NEUTRAL] Regular mail.
[AGENT][NEUTRAL] OK, so if you're gonna send that regular mail, let me get the information for you.
[CUSTOMER][NEUTRAL] I, I mean, it doesn't matter to me. I can send it to an email or I can send it to a mail. I mean, what, what's the best for you?
[AGENT][NEUTRAL] Um, for us, whichever is good. I mean, if you need it like for us to do everything right away, like faster will be if you fax it or mail, email it to us, that will be the fastest way to do it and um you can do it electronically. You don't have to send, um, you know, you don't have to pay for a stamp or anything like that, and w[PII] can just get the copy of it. Um, so that will be the fastest way, but if you want to mail it then.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] OK, what email do I, what email do I send it to?
[AGENT][POSITIVE] OK, you can send it to care.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Team
[CUSTOMER][NEUTRAL] Here, wait a minute.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All one word.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Am [PII].
[CUSTOMER][NEUTRAL] Right um [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, and you're saying all of that is lower case?
[AGENT][NEUTRAL] Yes, you can put it all lower case.
[CUSTOMER][NEUTRAL] OK, do I attention it to anybody?
[AGENT][NEUTRAL] No, it goes directly to care team. You just put your information, um, let us know, um, that you're sending the death certificate and you want to know if you're gonna get reimbursement, um, for your premium due to we have a family plan for you right now set up in the system.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I saw um.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Reimbursement
[AGENT][NEUTRAL] And just um put your callback information just in case they need to call you back for any reason.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] OK, reimbursement for family policy.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] Is that what I need to tell him?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Now, uh,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I think I've done this, but can you, can you see anything uh if I have?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I don't see that he's been removed. That's why I'm asking for it, but let me check and see, um, just drop the pen and the two over. OK, so just the pen then, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on the cancer policy, I don't see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And the cancer policy, I don't see anything indicating we have received that information.
[CUSTOMER][NEUTRAL] What about the ICU policy?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, let me check the device.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Uh let me see
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I see a note here about um.
[AGENT][NEUTRAL] A call that um it looks like it was discussed that he passed away on the ambulance or something like that. um but there's not, no notes indicating.
[CUSTOMER][NEUTRAL] He passed away back in [PII].
[AGENT][NEUTRAL] Uh-huh, that, yeah, this was in [PII]. The note was in [PII] in the beginning of the year, [PII], um, but we have not received any documents. I don't see any notes indicating we received the documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I need to send you a death certificate. OK. Uh, do I, am I still paying for two cancer policies?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And ICE policy.
[AGENT][NEUTRAL] OK let me call this other one.
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] Yeah, so this one you have, yeah. Once we receive that, because this one is the lump sum policy, you already used this one, it was still active because of your husband, but yeah, once we get the information, we can fix all this, but yeah, that one is still show active because we have no records of um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of your husband being deceased, OK.
[CUSTOMER][NEUTRAL] OK, so when I, uh, send you this death certificate, uh, then, um.
[CUSTOMER][POSITIVE] You'll be able to take him off of that so I'll be, I'll, it'll knock off the lump sum and
[CUSTOMER][NEUTRAL] His part of the
[CUSTOMER][NEUTRAL] I see you and the other cancel policy, right?
[AGENT][NEUTRAL] Regular.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK. OK. So, let me ask you this. I have had cancer again after the lump sum, and I was wondering, will they pay on that? I had to get both breasts removed and everything. So, will this uh other cancer policy, will it pay on that?
[AGENT][NEUTRAL] For the lump sum, um, that lump sum is one time per lifetime. So, uh, no, you're not uh eligible for that one no more.
[CUSTOMER][NEUTRAL] I'm talking about the other cancer policy.
[AGENT][NEUTRAL] The the regular cancer for surgery, yes. The regular cancer for surgery, it does have benefits. Again, we cannot guarantee anything over the phone. Um you will have to submit the claim for us to make a determination, but you do have benefits.
[CUSTOMER][NEUTRAL] OK, so you're gonna send me that claim form. You're gonna send me that claim form, and then I need a pathology report and an itemized bill and that will be all I would need.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that's all you're gonna need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty well I'm gonna email this death certificate to you then.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with? Any other questions or concerns, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, not right now. I'm maybe calling back if there's something get took care of.
[AGENT][NEUTRAL] OK. So yes, once we receive the paperwork, it takes 7 to 10 business days for us to process the claim. And on the email you're gonna send with the death certificate, please add all three policies so we can go over all three policy numbers, um, so we know which one we need to remove completely, which is the um the one for the lump sum, OK, which is the one ending on 413.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes. OK. OK. I appreciate you so much. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye.