AccountId: 011433970860
ContactId: 434a1d01-ed72-44ee-8528-e5bb7dc1c1ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615869 ms
Total Talk Time (AGENT): 277705 ms
Total Talk Time (CUSTOMER): 292650 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/434a1d01-ed72-44ee-8528-e5bb7dc1c1ab_20250527T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. OK, so my line is down, but I had [PII] help me, so I'm working on a screenshot and some information.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK. Oh gosh, it's miserable. OK.
[CUSTOMER][NEUTRAL] OK, so the.
[CUSTOMER][NEUTRAL] So basically, the insured passed away. Let me, let me give you the policy number first. You want me to do that?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, it's 793008.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Now, the person calling is the beneficiary, but the date of birth that she's giving is [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] [PII] the what did you say?
[CUSTOMER][NEUTRAL] She's given [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, that is probably right, and I say that because on these older policies they use the effective month and day as the effective date of the policy and I can see them being off a year, you know what I mean? Like these older policies are not, they were not done like they are now.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will fix that cause she's probably.
[AGENT][NEUTRAL] Right, I mean, you know, I'll look into it, but we will probably update it. I'm sorry, now go ahead.
[CUSTOMER][NEUTRAL] Oh, no, no, thank you for letting me know that. She, um, so she just wants to report the death and then see what the next steps are.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK. OK. And I can definitely help her with that.
[CUSTOMER][POSITIVE] Alrighty let me know when you're ready.
[AGENT][POSITIVE] OK. Yes, I am ready.
[CUSTOMER][NEUTRAL] Alright, thank you, [PII]. Hold on one second.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line with customer service and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, hi, thank you so much, ma'am. You've been a great help for me this morning. Good morning, sir. How are you?
[AGENT][POSITIVE] Good morning. I'm good. How are you doing?
[CUSTOMER][NEUTRAL] I'm well, this is [PII] for [PII], huh?
[AGENT][NEUTRAL] Uh, yeah, actually it's [PII], but it's [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It's crazy, but yes.
[CUSTOMER][NEUTRAL] Well, I'm sorry. OK. Well, thank you for helping me this morning cause I am really confused but I have names and paper and I'm just trying to call because we have lost um our loved ones. We're just trying to get things straightened out.
[AGENT][POSITIVE] OK, and I am so sorry about that.
[AGENT][NEUTRAL] Um, now, do you have?
[CUSTOMER][NEUTRAL] Well, she was [PII] when she passed.
[AGENT][NEUTRAL] Oh, I see. Well, that was.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] A good long life.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, well.
[AGENT][NEUTRAL] Let's see, um, now, do you happen to know if she um had any claims in process or anything like that?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Uh, well, claims and cycles.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, just like um I didn't know if you needed help with filing a claim or anything.
[AGENT][NEUTRAL] Of that
[CUSTOMER][NEUTRAL] I do. I, I don't.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I do need help in filing a claim for her passing.
[CUSTOMER][NEUTRAL] So I don't, I, I'm, I'm just
[AGENT][NEUTRAL] OK. Now, this is a cancer policy for her?
[CUSTOMER][NEGATIVE] Oh, cancer.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am. Let me see.
[CUSTOMER][NEGATIVE] So she, this is the cancer policy. So you don't pay for, I don't think you had cancer.
[CUSTOMER][NEUTRAL] I don't think she had cancer. I don't know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. And this policy, um, you know, pay with pay chemotherapy, that kind of thing, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Oh no. Oh no.
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] She didn't have that.
[AGENT][NEUTRAL] OK, yes ma'am. Now, this policy is being automatically drafted from her checking account. Now I can lapse it.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] But we do need to receive a death certificate for her and also there would be a refund. Um, when did she pass away?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She just passed away [PII].
[AGENT][NEUTRAL] OK, um, the policy is paid to [PII], so we would refund that, that premium from the date she passed to [PII], um, but we would need a copy of the death certificate to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can, I can do that too.
[CUSTOMER][NEUTRAL] Um, because, you know, now the fact that she was like in ICU critical care for, you know, she, she went down so quick.
[AGENT][NEUTRAL] Oh, yes, please.
[CUSTOMER][POSITIVE] It was just so fast.
[CUSTOMER][NEUTRAL] But so y'all don't pay that. You just refund the premium, but you still need a copy of the death certificate.
[AGENT][NEUTRAL] Yes, ma'am. We do. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I can get that for you now, can you email me the claim form?
[CUSTOMER][NEUTRAL] So I can make sure I get it and send that to you with the death certificate once they complete it.
[AGENT][NEUTRAL] I can, yes, ma'am. I sure can. You said email it to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, email me the claim form. My name is my email address is oh sorry I'm sorry, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEGATIVE] Yeah, so that's a cancer.
[AGENT][POSITIVE] I will get that to you in just a few minutes.
[CUSTOMER][POSITIVE] Yes, I appreciate that.
[AGENT][NEUTRAL] And then also.
[CUSTOMER][NEUTRAL] I mean she had a cancer policy.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And also, um.
[CUSTOMER][NEUTRAL] And would that, would that have covered her short term care? That doesn't cover the short term.
[AGENT][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I am not 100% what is exactly covered under that policy. Um, I can definitely get you to someone in our benefits department and they can let you know, um, and talk it over with you, you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There may be some benefits included in it that I don't know about, but someone in our benefits department definitely would know that, um, if you wanted to speak with someone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, but are you gonna send me, you're gonna send me that claim right saying.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] I, I appreciate you.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, well, when I fill out the claim and y'all get it back, you will look at it and determine what benefits might be part of that or not.
[AGENT][POSITIVE] Uh yes ma'am. Yes, yes ma'am, um, and if they need anything additional, they will reach out to you. Yes, yes ma'am.
[CUSTOMER][NEUTRAL] OK. You will receive it.
[CUSTOMER][POSITIVE] OK. OK. Well, my name is there and I have given you my number, so we're good to go.
[AGENT][NEUTRAL] OK, yes, yes, yes, ma'am, and I'm gonna put your email address on her policy, you know, so that we have that also.
[CUSTOMER][NEUTRAL] That right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, that's perfect.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] That's perfect. Now I understand that you guys had her birth date wrong, so I wanna make sure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I am getting that corrected right now. Yes, it's [PII].
[CUSTOMER][POSITIVE] That you got that correct.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][POSITIVE] OK, and I do see that on her application so we definitely will get that updated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You are welcome. Can I do anything else for you?
[AGENT][NEUTRAL] Oh, I do want to mention I'm so sorry, um, but when you, when I email you that claim form, uh, later on when you have a copy of the death certificate, you can just email that in to us.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, just email it. I don't have to mail it, just email it. That'll be perfect.
[AGENT][POSITIVE] That's right. Just as long as we have a copy, that's all we need.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes, ma'am. Well, yes, ma'am. That'll be fine. I can do that.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] I put on my paper and death certificate.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Ma'am, you are welcome. K.
[CUSTOMER][NEUTRAL] And her funeral is supposed to be this, her funeral is supposed to be this week, so we should be able to get that.
[CUSTOMER][POSITIVE] In a timely manner.
[AGENT][NEUTRAL] OK, yes ma'am, and I will make note that we talked today and I, like I said, I will stop that bank draft.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK. You are welcome. And I'm so sorry to hear about Miss [PII]. OK. Thank you, Miss [PII]. You have a good day. Thank you and thank you for calling [PII]. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I will. OK, bye bye.
[CUSTOMER][NEUTRAL] OK. Bye.