AccountId: 011433970860
ContactId: 36dc3e05-b1c3-46fe-99bf-2479d9f00f5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482029 ms
Total Talk Time (AGENT): 214721 ms
Total Talk Time (CUSTOMER): 198234 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/36dc3e05-b1c3-46fe-99bf-2479d9f00f5c_20250221T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling because um I'm filling out a form. My husband, I had an ICU writer on my insurance and my husband was in ICU for 2 weeks before he died in August. So I want, I need to make sure I am filling out the right form and um
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I need to know if I sent his death certificate, uh, along with the thumb, the thumb drive that I have, um, that is all of his records from the two weeks he was in the ICU.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And um then there's an um I'm sorry I'm very stopped up today but um.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] The form I'm filling out, is it the hospital indemnity?
[CUSTOMER][NEUTRAL] Claim form.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I'll be able to look for you, Ms. [PII], if you can give me your policy number.
[CUSTOMER][NEUTRAL] 00955052
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, Miss [PII], um, for security reasons can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my address is [PII], phone number [PII] and my email is just [PII].
[AGENT][NEUTRAL] OK, thank you Miss [PII] and this uh phone number that you gave me is that a good call back number if we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy for me. So the policy that I see that you have with us is, uh, let me check what kind of policy this is. This is a group cancer policy.
[CUSTOMER][NEUTRAL] Well, I had the cancer policy, but I also had the high um
[CUSTOMER][NEUTRAL] ICU, the one with ICU in it.
[CUSTOMER][POSITIVE] In fact, I'll tell you exactly.
[AGENT][NEUTRAL] OK and was that in your name?
[CUSTOMER][NEUTRAL] It was for.
[CUSTOMER][NEUTRAL] Myself and my husband.
[CUSTOMER][NEUTRAL] And I've got a copy of it here, um.
[CUSTOMER][NEUTRAL] What does it say under cancer it says high option base with $600 ICU.
[AGENT][NEUTRAL] Yes, that's your cancer policy.
[CUSTOMER][NEUTRAL] Right, and it says it's I've got my name.
[AGENT][NEUTRAL] Yes ma'am, that's the policy.
[CUSTOMER][NEUTRAL] And I got his name on there.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] I do see both of your names on there. Um, so what you're going to fill out is gonna be the cancer claim form.
[CUSTOMER][NEUTRAL] Oh, not the hospital indemnity thing?
[AGENT][NEUTRAL] No, ma'am, because your policy is cancer policy, so the hospital indemnity is a whole different insurance.
[CUSTOMER][NEUTRAL] Well it says on here I'm looking at my I'm sorry the reason I'm I called is because I looked on.
[CUSTOMER][NEUTRAL] The information that I had.
[CUSTOMER][NEUTRAL] When I signed up and it had.
[CUSTOMER][NEUTRAL] APL listed.
[AGENT][NEUTRAL] Yes, we're APL.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But because you have a cancer policy you'll need to fill out the cancer in uh claim form and you mentioned a thumb drive uh actually what I'm gonna do is I'm gonna go ahead and let you speak with somebody that is in the claims department that can help you further about that thumb drive and um.
[AGENT][NEUTRAL] Because it's intensive care is what you're claiming on your um.
[AGENT][NEUTRAL] Your $600 ICU intensive care. I wanna make sure that we get all the information in that we need to get in for your claim, so I'm gonna get somebody to help you um from the claims department that would be able to answer a bunch of questions for you, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, now I, I tried for quite a long time to file when my husband found out he had cancer and you guys wanted more and more and more and more and I just gave up.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] Oh bless your heart. OK.
[CUSTOMER][NEGATIVE] I mean, really, if you look, I, I sent everything I possibly could, and still they wanted more, and it was ridiculous. So I'm hoping I don't have this kind of a problem.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] When I fill out the cancer form and, and with this because on that thumb drive, there's over 500 pages.
[AGENT][NEUTRAL] OK, OK, well I'll make sure I mentioned that to the claims examiner when we get to them that you have that concern, OK? Alright, Miss [PII], it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a blessed weekend and thank you for calling APL. You're welcome.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Ael. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone.
[AGENT][NEUTRAL] And her policy number is 955052.
[AGENT][NEUTRAL] Uh, she has been trying to file claims on her husband who had cancer. Um,
[AGENT][NEGATIVE] And she said that we kept asking for so much stuff that she just gave up.
[AGENT][NEUTRAL] Well, now she's trying to use her intensive care writer, the $600 intensive care.
[AGENT][NEUTRAL] And she's got
[AGENT][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.
[AGENT][NEUTRAL] She wants to send in a thumb drive with his death certificate.
[CUSTOMER][NEUTRAL] OK, we can take a thumb drive.
[AGENT][NEGATIVE] Yeah, I didn't think so and she said it's over 600 pages that need to be sent in.
[CUSTOMER][NEUTRAL] Yeah, yeah, we can take, we have to have the actual papers. I mean if you wanna send it, that's fine, but like, so we can't take them dry.
[AGENT][NEUTRAL] But I'm
[AGENT][NEUTRAL] I didn't think so, but I've got her on the other line, OK?
[CUSTOMER][NEUTRAL] What's our callback number just in case we get disconnected?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you can go ahead and send it there.
[AGENT][POSITIVE] OK thanks [PII] you have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye-bye.