AccountId: 011433970860
ContactId: 38c14123-93bf-4d57-9ff0-882143effee2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626739 ms
Total Talk Time (AGENT): 213608 ms
Total Talk Time (CUSTOMER): 353237 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/38c14123-93bf-4d57-9ff0-882143effee2_20250520T18:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I was calling on, well, I was calling on my stepdad, [PII].
[CUSTOMER][NEUTRAL] His policy, um, my mother's here. They both had one together, but um, he passed away [PII]. So he's not here to, you know, but I do have my mom here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you
[CUSTOMER][NEUTRAL] They started, they both, they started these like 23 years ago, both at the same time and I have his policy number ready for it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'm ready.
[CUSTOMER][NEUTRAL] 0000504616
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When my mom, she had cancer in [PII]. I got her policy number too, but I was on her thing like was able to talk on her behalf when I dealt with hers, but I have her here, but now, now we had this come up with him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He found out like in April and he passed away [PII].
[AGENT][POSITIVE] OK. I'm so sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I show she.
[CUSTOMER][NEUTRAL] But he had the.
[AGENT][NEUTRAL] She is the policyholder, [PII]. Is she, are you wanting to check on the claim or are you just notifying us of his death, or how, how can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the, well, I know I have a certain amount of time after it, so I guess mainly I'm notifying you of the date of that he died. And I kind of know a little bit about getting everything. I saved everything from when she had cancer in [PII], but I mean, I'll get all the hospital records and all for his. I just, I know I have some time to do that, but I want to let you know about it and
[CUSTOMER][NEUTRAL] And she's here but I know we had the.
[CUSTOMER][NEUTRAL] Treatment one and the lump sum amount or whatever that just two separate like a bills or account.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] You know what I'm talking about.
[AGENT][NEUTRAL] Yeah, can you put her on the line and I'll get her authorization.
[CUSTOMER][NEUTRAL] Yes. He.
[CUSTOMER][NEUTRAL] That's just. Hello, hello?
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Despite
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, can you verify just a few pieces of information for me? What is your date of birth?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what's your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what's a good telephone number for you?
[CUSTOMER][NEUTRAL] Uh, well, I'll just give you my cell phone and my house phone. My house phone is uh [PII]. That's [PII] and my cell phone is [PII].
[AGENT][NEUTRAL] OK, thank you. And then are you wanting to authorize your, did you say that she's your stepdaughter, is that right, or your daughter?
[CUSTOMER][NEUTRAL] Yeah, yeah. She's my daughter.
[AGENT][NEUTRAL] OK. And could you give me her first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. OK, I'll, I'll got her authorized. Do you want me to send a form to have her authorized on this account for future purposes?
[CUSTOMER][NEUTRAL] Oh yeah, I guess you can.
[AGENT][NEUTRAL] OK, OK. If you want to put her back on the line, I'll talk to her about your policy. Is that OK? Do you give permission to speak with?
[CUSTOMER][NEUTRAL] Oh, OK. All right. Oh, yeah, sure, here she is. All right, bye.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, thank you. Um, OK.
[CUSTOMER][NEUTRAL] I know I have all this long list of information that I'll have to go to medical records and get from the hospital, but how much time do I have to fill this?
[AGENT][NEUTRAL] So, for the claim part, there's unlimited time. You have as long as as you need to take. Um, we will want to, do you have a copy of the death certificate?
[CUSTOMER][NEUTRAL] No, he said it would take 2 weeks and that, I don't, we, we probably have another week away from even getting that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I know he is um he pays $98 for and for I don't know. I just know that I needed to let you know when it happened or it uh.
[CUSTOMER][NEUTRAL] Far as billing goes monthly or quarterly how we were paying it.
[AGENT][NEUTRAL] Yeah, it looks like it was quarterly and then once, so when you get the death certificate if you can send that into us and then what we can get that noted in the account. I'll make a note now, um, but we need the death certificate to officially cancel him off of the policy and then when we receive that.
[AGENT][NEUTRAL] I'm sure there'll be a new rate um for the policy because it'll just be one person. And then do you need me to send you like the claim forms for any claims you would like to file?
[CUSTOMER][NEUTRAL] I have something from 13. Let's see, well, I mean, yeah, because this might be updated. You might have more things that y'all require now. This is just the pathology, out of my hospital bills, surgeons, and these, it's just a long list of stuff that's not easy to get, but I can do it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then do you want me to mail that?
[CUSTOMER][NEUTRAL] I've done it before. It's just a lot.
[AGENT][NEUTRAL] I know, I know it's a, it's a lot.
[CUSTOMER][NEUTRAL] You can mail me another one if you got to jump through hoops to get anything done, but I'm, I mean, I did it before. I just never imagined I'd do it again with him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'll, I will get that mailed to you. You want me to email it? Would that be easier at all or will just regular mail be OK?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The email will be fine. I'll give you my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, my mom,
[CUSTOMER][NEUTRAL] Her long amount hers dropped to 4740 after she had cancer in [PII] and got the big amount and then it was just for her treatments, but they've had this since [PII]. So when you take him off, so that's gonna change hers.
[CUSTOMER][NEUTRAL] Cause it's like [PII] something [PII] old.
[AGENT][NEUTRAL] The premium
[AGENT][NEUTRAL] Yeah, the premium should change. So how much they're paying monthly, um, let me see if there's like a.
[CUSTOMER][NEUTRAL] Well we were paying quarterly on it, but I wouldn't have thought after 20 years of having it that it would have affected her little treatment part that she still had going.
[AGENT][NEUTRAL] quarterly.
[AGENT][NEUTRAL] Well, it won't, it won't affect the, the policy how it pays out claims. It'll affect how much we're charging you on a quarterly basis.
[CUSTOMER][NEUTRAL] Now, that's what I'm talking about, about how much it affected.
[AGENT][NEUTRAL] Um, I'm not sure.
[CUSTOMER][NEUTRAL] I don't see how his death would affect her rate.
[AGENT][NEUTRAL] Well, he
[AGENT][NEUTRAL] He was covered under the.
[CUSTOMER][NEUTRAL] Where I can hear.
[CUSTOMER][NEUTRAL] I'm getting where I can hear you.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK, now I can hear you again.
[AGENT][NEUTRAL] OK, um, let's see, uh.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Oh, I see here. OK, it was just him on the policy. OK, I see.
[CUSTOMER][NEUTRAL] Well, he, yeah, he had a different policy number as hers was 00504615 and his was 616.
[AGENT][NEUTRAL] OK, does she still have her policy? Let me look up. I'll look up and see if she has hers still.
[CUSTOMER][NEUTRAL] I pay it. I always pay them all on both together. Last payment was [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] I pay them together, but he had his separate from hers.
[AGENT][NEUTRAL] OK, I thought she was covered on this one. I was looking at it wrong. Sorry about that. Uh let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so this, yes, so this one we would cancel because of him passing, and then um she would just remain keeping hers. It wouldn't affect her policy at all. But for you filing those claims, um, I can send you the forms for that and then like I said, when you get the death certificate, if you can send that to us, and then we can get this officially canceled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. That'll be, that, that's good. I just needed to let you know.
[AGENT][POSITIVE] OK, well, I'll send this to you by email and I'll get, I'll recap what we talked about, um, and then if you have any questions at all, please don't hesitate to give us a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, and I don't wanna it once again, just making sure I'm not affecting hers not by any of this, right?
[AGENT][NEUTRAL] No, none of none of hers.
[CUSTOMER][POSITIVE] But we wanna keep hers active, just changing his.
[AGENT][POSITIVE] Yeah, that's totally.
[AGENT][POSITIVE] Exactly, yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I hope you have a good day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too. Bye-bye.