AccountId: 011433970860
ContactId: 36ebe1d7-0611-43b6-8e1a-447a7ffdc50b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606039 ms
Total Talk Time (AGENT): 201309 ms
Total Talk Time (CUSTOMER): 253101 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/36ebe1d7-0611-43b6-8e1a-447a7ffdc50b_20250618T20:45_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because my father has just died, and I know at some point in time he had insurance policies with APL, but honestly I, I can't tell from his documents if any of them were active or what kind of insurance, um, it was, like what vehicle. So I'm calling to see if I can find out if he had any active plans.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, I'm so sorry for your loss. Do you have
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's just do a search by. We can try by name. What was the last name?
[CUSTOMER][NEUTRAL] [PII], like the palm of your hand.
[AGENT][POSITIVE] Thank you, and then first name?
[CUSTOMER][NEUTRAL] Social if that helps.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. And then his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] What state did he reside in?
[CUSTOMER][NEUTRAL] He lived in [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And I just want to reconfirm his date of birth was [PII], correct?
[CUSTOMER][NEUTRAL] That's correct. One of the policies, I think was for my mother, um, but I thought he had something on him too, so, um, but yes, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I haven't found anything yet that matches. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I do have a social. I don't know if that makes it any easier or more likely to pull up something if something is actually there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We can, yeah.
[AGENT][POSITIVE] I'm willing to give it a try for you, for sure, if you wanna give me that, go ahead.
[CUSTOMER][NEUTRAL] OK. His um social is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] What is the address there in [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Threw me off cause they, his date of birth is in here wrong. It looks like it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, yeah, I was.
[AGENT][NEUTRAL] It has this February. Um, do you know what email you would have had on here maybe?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um, then when he canceled it. So he used a Yahoo email, which is probably like [PII] [PII] [PII]. I could have to see if what the old one is, but I know his more recent one was [PII], but he didn't really use his email for much.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, yeah, no, that's what was on here. All right. So it's gotta be the right one because
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Everything else matches it looks like for whatever reason they just the date of birth was off. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Somebody
[CUSTOMER][NEUTRAL] So if they had it as 2, then the person left off the, the 1, they left off because he's born in December, so they left off the 1.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] OK, so I was able to find it looks like one policy um with us. It looks like it is a cancer policy, I believe. Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I had, I have 2 line items from a document I put together several years ago, and one says American Public Life Cancer plus intensive care.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then a second one just says American Public Life Insurance. And I have a, a note to myself as maybe a cancer policy for mom or both of them.
[CUSTOMER][NEUTRAL] Um, he did, OK.
[AGENT][NEUTRAL] Yes, it looks like he just had it on himself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then the intensive care and the other hospital policy that they had, well, the intensive care was canceled back in [PII] and then the medical was, uh, back in [PII] was dropped, so that one's no longer active.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Um, on the cancer one to, cancel this out and everything, we're just gonna need you to email us um a death certificate and then we'll cancel the policy out.
[CUSTOMER][NEUTRAL] Um, alright, um, well, first of all, could you let me see what I have here. Can I read you a number and you tell me if this is his account number? I have a number as [PII].
[CUSTOMER][NEUTRAL] I don't know what that is.
[AGENT][NEUTRAL] That was probably, yeah, that was probably an old number from back in the [PII] when the original ones were set up. I can give you the policy number.
[CUSTOMER][NEUTRAL] That's the number I have.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, that'd be helpful. Go ahead.
[AGENT][NEUTRAL] 76769.
[CUSTOMER][NEUTRAL] 76769
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and um what is the, what is the email um where I should send his death certificate?
[AGENT][NEUTRAL] It would be Ca Team, just like it sounds, [PII], all together.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] OK. And now, I don't think we will need to use it, but my father did die as complications of a procedure to treat a cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, if we find that he left medical bills that were not covered under his medical policy, does this policy that he had apply?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let see
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What this policy even.
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] Let me say hi.
[AGENT][NEUTRAL] So it looks like it did have, it does have a hospital benefit. So if he was in the hospital being treated for any of that, um, that would be something that you guys could claim if you needed to. The daily benefit amount was $110 a day towards the hospital.
[CUSTOMER][NEUTRAL] OK. Would that pick, uh, uh, so if he had remainers, he had Medicare and he had um a secondary um Blue Cross insurance, um, would this policy pick up what was not covered by those two?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you could submit any sort of uh I'm sorry.
[CUSTOMER][NEUTRAL] Cause he, he
[CUSTOMER][NEUTRAL] OK, yeah, that was um something else just needing, but so we could do that. OK, um.
[CUSTOMER][NEUTRAL] All right, I'll have to look we're, we're unsure of where the medical care costs were at the time of his death, but, um, my other question is when you were searching the system does that search the entire APL system so like are you able to see that this is the only policy he had with APL?
[AGENT][NEUTRAL] Yeah, so when I pull this up, I do see that at one time there were a total of 3 policies with us. It's gonna bring up any policy, um and I can see what is active and not. So the other two, the intensive care and the hospital, they started back in the [PII], but they've both been canceled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK. All right, that's good to know. Um, OK. Um, all right, uh, all right, I think that's all we needed at this point. Um, that was very helpful. Thank you for your information and we'll, um, we will take care of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good thank you for calling.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.