AccountId: 011433970860
ContactId: 43f420a2-61ca-4f46-af56-bb5cee4ea4d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 610450 ms
Total Talk Time (AGENT): 269596 ms
Total Talk Time (CUSTOMER): 203425 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/43f420a2-61ca-4f46-af56-bb5cee4ea4d6_20250307T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]. This is [PII]. Um, my mother, [PII] had a, uh, policy with you all, and she passed back in October and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I started my work, but anyway, I just got the death certificate and everything toward the end of December.
[CUSTOMER][NEUTRAL] And I think the email was sent out to me with the information that I needed to file a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I must have, I must have, uh, I can't talk, I must have deleted it by mistake because I, I can't find it. Um, is it a possibility that you could send me out that information that I need to file it?
[AGENT][NEUTRAL] Yeah, absolutely. Yeah, let's take a look. Do you by chance have your mom's, um, the old policy number?
[CUSTOMER][NEUTRAL] Uh, I, let me see, let me make sure I don't think.
[AGENT][NEUTRAL] I can try and look. OK, give me just a second.
[CUSTOMER][NEUTRAL] No, I didn't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you said last name is [PII] and her first name was [PII]?
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] OK. What state did she reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] All right. And then can you give me what her date of birth uh was?
[CUSTOMER][NEUTRAL] Sure. It was uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. All right. So,
[CUSTOMER][NEUTRAL] Oh, excuse me.
[AGENT][NEUTRAL] All right. So it looks like she had a couple different um like the critical illness. Do you know which one that you were filing the claim under?
[CUSTOMER][NEUTRAL] Um, I think it was the one, I think they told me like it was one dealing with, um, the heart, I guess.
[AGENT][NEUTRAL] Do you recall
[CUSTOMER][NEUTRAL] And I think that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] I think because um
[CUSTOMER][NEUTRAL] On the death certificate, I think that's what it had to, uh, death was attributed to, she had a minor heart attack. Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I think I see it here. OK. Let me pull this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, yeah, it looks like I see that you spoke with one of our reps back in October, um, and she had said we needed a death certificate, we need your birth certificate to prove next of kin and statement from the hospital. So let me
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII], let me grab your email address and I'll resend this info to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just let me know when you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, it's all lower case [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Read this back just to confirm. I have [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, so I will get that sent out to you for the claims, um, and then go ahead and get that information then submitted back to us. It can be submitted back either in the mail or faxed. Fax is gonna be the quickest um, the fax number is on the form, but if you'd like I can give that to you also if you wanna copy it down.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I think I've got it. Let me make sure this is the [PII].
[CUSTOMER][NEUTRAL] 2686833
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Is that
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] That's not it. OK, that must be somewhere else then, never mind. OK, fax number sorry.
[AGENT][NEUTRAL] That's OK. Um, so it's gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then let me give you also, do you have her policy numbers?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] OK, so, um, the first one is going to be 135916.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is the one for the um heart attack and stroke.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the other one is going to be 136.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 644.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that one.
[AGENT][NEUTRAL] What this one is.
[AGENT][NEUTRAL] Believe a life. Let me see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Intensive care, heart attack, stroke.
[AGENT][NEUTRAL] Uh, the other policy was
[AGENT][NEUTRAL] A lump sum cancer policy.
[CUSTOMER][NEUTRAL] OK, yeah, she didn't um.
[CUSTOMER][NEUTRAL] You know, uh, at least they didn't say anything about cancer. I'll put it that way.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, let me see if this has anything in it for.
[AGENT][NEUTRAL] Heart attack or stroke though, cause sometimes the cancer ones will have stuff for like heart attack.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] And, and stroking them too, so let me just make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, it was just a lump sum plan for um if she was ever diagnosed with cancer, it would just pay like a lump sum.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's, that's what that was, um, so you won't need a claim form for that one, but once we get.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Death certificate and stuff like that, you know, everything, um, then we can do the other ones. So, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am going
[CUSTOMER][NEUTRAL] And you don't need
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I didn't mean to cut you out. No, no, no, no, no, I didn't mean to cut you off, um.
[CUSTOMER][NEUTRAL] And this could be a, you don't need the actual.
[CUSTOMER][NEUTRAL] Physical copy of the
[CUSTOMER][NEUTRAL] Death certificate and my birth certificate, you can just use the copy of it that I faxed in is that correct?
[AGENT][POSITIVE] Mhm, yeah, you can just copy in a fax, yeah, that'll be totally fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And this is her death certificate and my birth certificate.
[AGENT][NEUTRAL] Mhm, mhm, mhm.
[CUSTOMER][NEUTRAL] Am I OK, great. OK, I got all that. I just.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, an itemized, and I, I found some notes that I wrote down previously, itemized bill, um.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I just have to see how I go about getting it from the hospital. Um, you just want, uh, just something that shows what was done and what the.
[AGENT][NEUTRAL] Mhm. Diagnosis, yeah.
[CUSTOMER][NEUTRAL] Diagnosis stuff, OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah, and they should be able to um provide you, yeah, I mean they should be familiar with something like that as far as you know what to provide you just let them know kind of what you need it for and.
[AGENT][NEUTRAL] It shouldn't be an issue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have any other questions or concerns, [PII], that I can help with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I think that was it. I just need to.
[CUSTOMER][NEUTRAL] I'm just in the process of trying to get everything completed and this was one of the things on my list, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Gotcha
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to get everything done so I can kind of.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Move on as best as possible anyway.
[AGENT][POSITIVE] I hear you. Well, if you have any other concerns or questions or anything like that, feel free to call. We're always here to help and you should have that email in about 5 minutes, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Take care.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Bye-bye.