AccountId: 011433970860
ContactId: 3f2a9a4b-768f-4eef-9696-d0f37364c888
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341089 ms
Total Talk Time (AGENT): 133263 ms
Total Talk Time (CUSTOMER): 165597 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3f2a9a4b-768f-4eef-9696-d0f37364c888_20250619T18:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, a couple of things, um, uh, first, uh, well, I guess you know who I am, uh, I'm [PII], and I needed to call and report that my husband has passed away, so I figured you might need it for my policy.
[AGENT][POSITIVE] OK, um, well, we're definitely sorry to hear for your loss, Ms. [PII]. Um, may I have a, you're welcome. May I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, [PII] and I'm driving so I don't have my policy number handy.
[AGENT][NEUTRAL] OK, um, I can search the policy with your social if you like.
[CUSTOMER][NEUTRAL] Yes, OK, you ready?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] 7, yeah.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] Do you need my home address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, to
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cancel his part of the policy, we would just need to um receive a copy of the death certificate.
[AGENT][NEUTRAL] And I'm gonna go ahead and note the policy also that you called in today to report it, and then once we receive a copy of the death certificate, um, if you need to file claims or just want to close this part, we can do that at that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think I just have one last thing to turn in.
[CUSTOMER][NEUTRAL] Um, I usually do it by the month. I'm, I've got one last thing and that would be it. So do I just upload it like I would a claim and and send you a note with it, the death certificate?
[AGENT][NEUTRAL] Yes, ma'am. Well, no, no, so the, the death certificate you can actually um email to the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I can give you the email. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, you email it to me?
[AGENT][NEUTRAL] Oh, you're driving. I'm sorry, I, yeah, I just thought about it.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] I'll email, I'll just send you like a a regular email and then you can just reply to it with the uh attachment.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh yeah, an email or text whatever is easier.
[AGENT][POSITIVE] Yes, ma'am, and I'll go ahead and send that to you now, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um once we receive it back, customer service will go ahead and um change the policy to, you know, individual, and then if you need to file, you can still file right now, um, you know, whenever you're ready, you can file.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like I said, I think I have one thing left and I'll do that when I get home. I was out yet gathering paperwork.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's sometimes it's not that easy.
[AGENT][POSITIVE] And that's totally understandable and take your time, there is no um filing limit or anything like a deadline you have to meet, so whenever you can, we'll go ahead and assist you.
[CUSTOMER][POSITIVE] OK, that's great. It's just, you know, it's just it gets to the point you just pull all paperwork behind you.
[AGENT][NEUTRAL] And it's a lot
[CUSTOMER][POSITIVE] I, I, I've dealt with so much in the past few years, yeah, it's been a lot that's part time, so, um, OK, well I appreciate your help and, uh, I'll, I will send that to you when I get back home.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I could assist you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Uh, I can't think of anything, um.
[CUSTOMER][NEUTRAL] Uh, the last thing he had was, um, hospice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The paperwork is kind of weird.
[CUSTOMER][NEUTRAL] Doesn't match anybody else um is that something y'all were used to?
[AGENT][NEUTRAL] To pay for the hospice care?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, you can send us um whatever you have. If it's not, you know, sufficient, then they'll let you know, but yes, definitely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it's not then you won't, that's OK. OK, alright, OK, um, I will do that. I, I asked for records to email it to me and they sent me 3 attachments. One of them is 95 pages.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And what it is, every visit in extreme detail of what they did and all this kind of stuff. I am not sending that.
[AGENT][NEUTRAL] I was gonna say that. I don't know if you need all that now.
[CUSTOMER][NEGATIVE] Because I don't think you want 95 pages.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, well, I almost printed it out until I saw the 95, but, uh.
[AGENT][NEUTRAL] That's a lot.
[CUSTOMER][NEUTRAL] Uh, yeah, you just never know what you're gonna get when you ask for it, so.
[AGENT][NEUTRAL] Right, you might have everything, you might not have enough.
[CUSTOMER][POSITIVE] OK then then I'm I'm good.
[CUSTOMER][NEUTRAL] Yes, is that crazy? Have everything what you want.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, well you have a good day thank you.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL. I hope you have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.