AccountId: 011433970860
ContactId: 44653e9f-afae-4139-bd2f-91fc359385b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554039 ms
Total Talk Time (AGENT): 173811 ms
Total Talk Time (CUSTOMER): 293071 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/44653e9f-afae-4139-bd2f-91fc359385b4_20250220T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Aillow's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] I didn't, I'm, I'm calling about a, a claim I filed on my wife. She had, she had a heart attack and passed away back in September. And I filed a claim. You sent me the papers, and I filled out my part of it, but you sent me the paper for the hospital and the doctor, and I, I don't know anything about that, but I sent all that stuff back and, and I hadn't heard a word.
[AGENT][NEUTRAL] OK, let me go and pull up the policy and I can help you with that. Can I get your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] But you
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] And can I
[AGENT][NEUTRAL] OK, can I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 432-743.
[AGENT][NEUTRAL] And Mr. [PII], can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, Mr. [PII]. Give me one second. Let me go and look at the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You know, um, remember when it was that you sent in the um paperwork?
[CUSTOMER][NEUTRAL] No, ma'am. It's been, I think it was in January or December, I can't remember.
[AGENT][NEUTRAL] Do you know what
[CUSTOMER][NEUTRAL] But I haven't heard a word back.
[AGENT][NEUTRAL] Do you know what address you sent it to?
[CUSTOMER][NEUTRAL] I'll send it, well, you send an envelope with it.
[AGENT][NEUTRAL] Cause I'm looking at the policy, I'm not showing that we received anything, um, and it could be that, cause I'm not sure if the envelope you had had our previous address on there or not, um, so that's why I was trying to verify if you know what the address was.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] No, ma'am. It, it was, it was envelope in one I got, so I just filled out my portion of it and send it back to you. But what I was wondering was that policy just on my wife?
[AGENT][NEUTRAL] So I'm I'm showing that you're on the policy as well, so that's why I had verified your date of birth. Um.
[CUSTOMER][NEUTRAL] OK. Well, is it $66 is that, is that?
[CUSTOMER][NEUTRAL] My payment too or?
[CUSTOMER][NEUTRAL] I mean, should you still be taking out $66 or?
[AGENT][NEUTRAL] So what's gonna have to happen to you, um, we would need um the death certificate.
[CUSTOMER][NEUTRAL] Well, why don't they tell me that to begin with?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, I'm looking on here, um, I was looking at the notes and.
[AGENT][NEUTRAL] Because you said she's passed away, then, so yes, um, why doesn't it come up? But yeah, I just saw the notes and it looks like somebody had mentioned that, but let me, because I'm looking at all the policies, because there's 4 policies.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, I know they didn't pay on the stroke policy cause I had a stroke and you didn't pay on it. So I'm gonna see if you won't pay on his heart attack.
[AGENT][NEUTRAL] Yeah, I'm looking um when you called back in November, um.
[CUSTOMER][NEUTRAL] OK, November.
[AGENT][NEUTRAL] The, yes, um.
[AGENT][NEUTRAL] Yeah, she put in there like, so we, so we do need the, the death certificate and the itemized bills, um, but yeah, so once we get that, then they shouldn't be.
[CUSTOMER][NEUTRAL] Well, I my bills, I don't have any, I don't have any itemized bills from the hospital.
[CUSTOMER][NEUTRAL] I haven't got anything from the hospital, but y'all sent me the paperwork for the doctor and the hospital, and I don't, I'll send it back to you cause I, I just, I filled out my portion of it and send it back.
[AGENT][NEUTRAL] Yeah, so you might have sent the claim form, but we need the, um, but like I said, we need the claim form with the itemized bills to be able to pay, so to be able to pay for anything.
[CUSTOMER][NEUTRAL] Well, I don't know. I don't know about but you don't, you don't do, you don't go to the hospital and find out? You don't send something hospital? Well,
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] No, sir. The only time we.
[CUSTOMER][NEUTRAL] Well, how do you get some
[CUSTOMER][NEUTRAL] How do you get somebody pay then? What, what's good having this insured? We've had this since [PII].
[AGENT][NEUTRAL] Yes, so the normal process is that the member, they send an itemized bills um for services that they have done and then we um pay off of that. The only time the provider would send something in, um, is if, if they're filing a claim, but we don't contact the provider to get information. The only time we do that.
[CUSTOMER][NEUTRAL] 24 years.
[CUSTOMER][NEUTRAL] OK, OK. Let me tell you something. Just, just cancel me, OK?
[CUSTOMER][NEGATIVE] Cancel me and don't take any more money out of my bank account. You call, you call my bank and tell them, do not take any more cause I'm canceling this policy. I don't, I'm not gonna pay for it no more cause it won't pay on stroke and then it's not gonna pay on heart disease. So anyway, just, just cancel me, OK?
[AGENT][NEUTRAL] You would have to send the information, sir. I can't just cancel.
[CUSTOMER][NEUTRAL] Will you do that?
[CUSTOMER][NEUTRAL] Well, you send me the stuff you send me paperwork and I'll fill it out.
[AGENT][NEUTRAL] You would just send in a letter stating that you want to cancel the policy. I mean, there's no, I mean, paperwork to fill out for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, how, what do I send it to what address?
[AGENT][NEUTRAL] If you have a pen, I can provide you with the address, or if you want to fax it, I can do that as.
[CUSTOMER][NEUTRAL] OK. All right. What do I need? What do I need to do? Just send you something so you stop taking it out of my bank account?
[CUSTOMER][NEUTRAL] Just, I won't cancel?
[AGENT][NEUTRAL] Just send something stating that you wanna cancel the policy.
[CUSTOMER][NEUTRAL] OK, after 25 years paying on this and.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] And when you get this piece of paper, you're gonna call my bank and tell them to stop it, aren't you?
[CUSTOMER][NEUTRAL] I mean I'm I'm 25 years 6 to $6 a month.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEGATIVE] And you won't pay on nothing. You know, these insurance companies are full of crap. Why you pay on them? I know when we took this damn thing out.
[CUSTOMER][NEUTRAL] I'll send you the paper. OK, give me the address.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But when I send this paper, you cancel me, and you call the bank and tell them stop taking out my check, I'm on my bank account because I'm paying for nothing.
[CUSTOMER][NEUTRAL] I played for 25 years for nothing.
[CUSTOMER][NEGATIVE] I had a stroke, you wouldn't pay on it. Uh, my wife had a heart attack, passed away, evidently, you're not gonna play on it. So I'm just
[AGENT][NEGATIVE] No, so we're not saying that we wouldn't pay it, but we just don't, the information that you stated you sent in, we never received it. So we're not saying, we're not gonna pay for it, but there's nothing.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] That's your fault. That's your fault because you sent the damn envelope in there with mine.
[CUSTOMER][NEUTRAL] So what am I supposed to do? You said I must have sent it to the old address. Well,
[CUSTOMER][NEUTRAL] Just, I'm gonna send you this piece of paper.
[CUSTOMER][NEGATIVE] And when you get it, you make sure you call my bank and tell them to cancel. Do not take any more of my bank account because I will, I will, I will cancel it myself.
[AGENT][NEUTRAL] Uh, no problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, well, what, what are you gonna do about the month that you, that I paid and
[CUSTOMER][NEGATIVE] And she passed away.
[AGENT][NEUTRAL] Well, that's what I'm saying, sir, once you send in that information, then they'll cancel your policy.
[CUSTOMER][NEUTRAL] All right, I'll write you a letter and uh who, who does, uh, attention who? [PII]?
[AGENT][NEUTRAL] No, sir, you can just put attention and claims.
[CUSTOMER][NEUTRAL] Attention claims.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As soon as you get there, I'm gonna, I'm gonna behold my bank and I want to stop immediately, OK? Please.
[AGENT][NEUTRAL] That's fine, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEGATIVE] Well, I'll tell you what, this is a sorry damn insurance company. That's what I'm gonna, that's what I'm saying.
[CUSTOMER][NEUTRAL] 25 years paying on this and you're not neglecting to pay on anything. So just, I'll, I'll get you the letter.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem, Mr. [PII], thanks for