AccountId: 011433970860
ContactId: 43ba7e49-58f9-4d41-bb11-3cc1a424f4d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511019 ms
Total Talk Time (AGENT): 156148 ms
Total Talk Time (CUSTOMER): 192646 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/43ba7e49-58f9-4d41-bb11-3cc1a424f4d9_20250219T23:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, who am I speaking with?
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in the cancer department.
[CUSTOMER][NEUTRAL] Um, I have insured sister on the line. Her name is [PII]. Uh, the insured policy number is 242.
[CUSTOMER][NEUTRAL] 6917 for an [PII].
[CUSTOMER][NEUTRAL] He passed away on [PII]. Um, she was the legal power of attorney, but I just spoke to [PII] in customer service, and she said that she's now the beneficiary. Um, uh, the reason I'm calling you is because customer service pointed me in your direction. When we look at the policy number I gave you, it has an uh an end date paid to date of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But his new GC 7002 policy has an effective date of [PII], so there's like a 30 day gap.
[CUSTOMER][NEUTRAL] And his sister Ms. [PII] is saying that they paid the premium.
[CUSTOMER][NEUTRAL] And that she has receipts to prove it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, as far as I'm paying, that wouldn't have anything to do, um, with us like if they pay the premium as far as it getting to us, that would be the group which is the Fort Worth ISD um but give me a second, let me see what his other.
[CUSTOMER][NEUTRAL] Yeah, because if he, if he's filing claims within that, that, that time frame that there is no coverage that's gonna be an issue.
[AGENT][NEUTRAL] 1.
[AGENT][NEUTRAL] All
[AGENT][NEUTRAL] And what's his name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is he just listed on the policy and he's not the actual policyholder?
[CUSTOMER][NEUTRAL] OK, uh, did I give you the policy number? He's deceased.
[CUSTOMER][NEGATIVE] His sister is on the line who is his beneficiary, and she had legal power of attorney, but we know that that's no good when he passed away. She's the one that's handling all his business.
[AGENT][NEUTRAL] Oh, I don't, I'm asking because well I'm not showing a policy with his name with the policy number you gave me. I'm showing uh.
[CUSTOMER][NEUTRAL] OK, well, let's go over that policy number again cause maybe I gave you the wrong one. So 252.
[CUSTOMER][NEUTRAL] 762-2. He has several.
[AGENT][NEUTRAL] 766.
[AGENT][NEUTRAL] Uh, that's showing.
[AGENT][NEUTRAL] The same person.
[CUSTOMER][NEUTRAL] And the one I think I gave you.
[AGENT][NEUTRAL] So this is showing a [PII].
[CUSTOMER][NEUTRAL] I don't, no, I don't.
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] 252-762-2.
[CUSTOMER][NEUTRAL] She is the beneficiary. That's why you see that's who's on the phone. You see a M for relationship and the M stands for beneficiary. The policyholder Enrique, part one, this is his policy. I see his name customer service side his name. I don't know why you're not saying it.
[AGENT][NEUTRAL] I'm just uh when I pull up BTPHI it shows her name, but I'm trying to see in GRP IQ so I can see all of his policies. So I'm looking in labs because it looks like his policy is not active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, he has the, the GC, the GC 7, let me take a look.
[AGENT][NEUTRAL] None of his
[CUSTOMER][NEUTRAL] Yeah, that 1 may not be. She may have lapsed it because she said she was working on him. Yeah, they all are lapsed, but.
[CUSTOMER][NEUTRAL] The reason I need to know this lady is on the line who she needs to speak to. Is it you or you mentioned Fort Worth ISD. She said they made a premium and there should not be a gap. If you're looking at all his policies, there should not be a gap where you see one ended [PII], the GC 14 CL4TXR.
[CUSTOMER][NEUTRAL] And then it picked up with GC 7002 on [PII]. She said there should not be a gap.
[CUSTOMER][NEUTRAL] A 30 day gap is there because she said they paid the premium and she has the receipts. So who did she speak to? Does she speak to you all or who did she speak to?
[AGENT][NEUTRAL] Oh, well, give me a second. I'm looking at the policy.
[AGENT][NEUTRAL] Last because of overdue on 111.
[AGENT][NEUTRAL] one
[AGENT][NEUTRAL] Fla added by customer service on.
[AGENT][NEUTRAL] 858.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Let's see, the reason that one policy was canceled and.
[AGENT][NEUTRAL] August is because that's the date that it was paid to before the overdue department lapsed it so it was auto lapsed by the system because of nonpayment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the other one.
[AGENT][NEGATIVE] Uh, customer service added a future lapse date on.
[AGENT][NEUTRAL] [PII], so I'm assuming they would have received some sort of notification to do that let's see if.
[AGENT][NEUTRAL] On these because it's looking like from what I can see.
[CUSTOMER][NEUTRAL] I'm not worried about that one. I'm not worried about that one because he, he passed away. What I'm concerned about is the one that you just said it was for nonpayment. She says that she has the receipts to prove that they made the payment. So does she speak to you all?
[AGENT][NEUTRAL] Yeah. So.
[AGENT][NEUTRAL] No, she needs to speak to the group, or sorry, well, their employer, um, gentry.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] So the Fort Worth ISD?
[AGENT][NEUTRAL] Yeah, them, or the[PII] might refer her to gentry. Hold on. Let me see.
[AGENT][NEUTRAL] And the number.
[AGENT][NEUTRAL] Let me make sure.
[AGENT][NEUTRAL] Yeah, with the station, if money's been taken, been being taken out of the checks or they've been paying them somehow, we haven't been getting it, so they need to speak with um [PII] which was the employer.
[CUSTOMER][POSITIVE] OK, I will let her know because she's hung up now. All right, thank you, [PII]. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye