AccountId: 011433970860
ContactId: 46cf8a43-5cce-49f5-bb69-8ed3917e3418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1035688 ms
Total Talk Time (AGENT): 386979 ms
Total Talk Time (CUSTOMER): 473473 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/46cf8a43-5cce-49f5-bb69-8ed3917e3418_20250415T21:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I'm calling about a claim that I submitted for my mother a couple of months ago and I have not heard anything back from it.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have the policy number?
[CUSTOMER][POSITIVE] Uh, give me just a second, I apologize.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I actually was calling somebody else and they were closed so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't think I have the policy number hold on.
[CUSTOMER][NEUTRAL] No, I did not put her her policy number on there. I apologize.
[AGENT][NEUTRAL] No, you're fine. Can I have her name, please?
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] May I have your mother's name?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, I'm sorry, [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, and the last name again, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, [PII], I'm sorry, one more time, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh goodness. This is.
[CUSTOMER][NEUTRAL] I know it's a weird name. I don't mind at all. It's a different, totally different name.
[AGENT][NEGATIVE] No, it wasn't that. I was just, I knew there was an extra letter and I couldn't figure out which one I was missing. And I did not, and I had R ROR test that does not look right, but you never know.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let's see if we find this Reba in our system.
[AGENT][NEUTRAL] And while it's searching, can I go ahead and get your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you, Ms. [PII]. OK, and it's, ma'am.
[CUSTOMER][POSITIVE] You are correct.
[AGENT][NEUTRAL] All right. And uh Miss [PII]. OK, it's [PII], right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Unless I'm not sure how much information they're going to share with you being the daughter. I was hoping you were gonna show as maybe POA or something on the policy.
[CUSTOMER][NEUTRAL] Well, it's, it's, well, I have a I have a POA but she is deceased.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] And I found the policy that covered hospitalization and ICU and heart attacks and everything that she had, a lot of the system, symptoms that she had experienced and they told me to submit a claim, an itemized hospital uh bill and that's what I did.
[AGENT][NEUTRAL] OK, and did you submit uh.
[CUSTOMER][NEUTRAL] And along with the death certificate.
[AGENT][NEUTRAL] Alright, real quick, let me make, just do a quick verification. Let's verify Ms. [PII]'s date of birth and then address, please, ma'am.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's her date of birth. OK, is that we need to fix that. Alright, let's verify her address, please, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] He was not
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Give me just one moment. Let me go back over here.
[AGENT][NEUTRAL] All right, let me look at the notes real quick and see what's all going on, um.
[AGENT][NEGATIVE] Well actually, I can't see anything in being in customer service due to HIPAA.
[AGENT][NEUTRAL] Uh, it looks like they requested a copy of the death certificate back in February. Has that been?
[CUSTOMER][NEUTRAL] Which I fax that I, I'll fax that to them along with the medication, uh, the medication, the, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Along with her hospital bills.
[AGENT][POSITIVE] Alright, wonderful, again, we can't if you know.
[AGENT][NEUTRAL] We can't see that kind of information that claims makes notes in here so I just wanted to make sure I was trying to read on and see if there was anything that said about it being received but give me one moment please, ma'am.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm just not sure. I'm going to place you through and see what they, what they.
[AGENT][NEUTRAL] What they will assist you with, OK? So give me one moment, please.
[AGENT][NEUTRAL] And if you don't mind, um, Ms. [PII], I will, I'll just go ahead and give, give him your name. I'll tell him you have a POA, but to my knowledge, we don't have a copy of that. Is that correct? I did not see your name anywhere.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You might, I think I, uh, I did not send it because she was had deceased.
[AGENT][NEUTRAL] OK. OK. All right. Well, let me see if they'll speak with you, Ms. [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And I'll, I'll, I'll come back to you with the information they give to me if they tell me they cannot talk with you at this time for whatever reason, but give me one moment please.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Me and you again, [PII], this is [PII], honey.
[AGENT][NEUTRAL] Um, hello, my darling.
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] OK. I have another good 10, this policy goes back to [PII]. It won't even show up. Tell me what kind of policy it is. Um, I'm guessing some kind of cancer policy maybe. I don't know. Uh, let me give you, and she's got two of them.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anyway, that's confusing. OK. It's 88828.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] is one of them, and the second one is.
[CUSTOMER][NEUTRAL] OK, let me, um.
[AGENT][NEUTRAL] It, it's just 88828.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I cannot get on base to pull up anything for me, I mean, to even work for me right at the moment, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I was gonna correct the date of birth, but I need to look at the um.
[AGENT][NEGATIVE] If you find the application. I cannot find it.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Um, uh, yeah. So, all right, so what I have on the phone, or who I have on the phone is [PII]. She is the insured's daughter. The insured has passed and Ms. [PII] had filed some claims.
[AGENT][NEUTRAL] And she's just checking on them. Um, she said that she did submit the death certificate. There is a second policy with the exact same benefit 88829. I do, again, I do not know what a CP1 is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I, cause I can't even get in there to see what anything is. You know, I can't get into the, um, some base shit. So my electricity went out. It's been a day, so, you know.
[CUSTOMER][NEUTRAL] I don't either.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEGATIVE] If they knock me out and I'm just like, yeah, it ain't that bad. It ain't that serious, girl. It could be a lot worse. Um, I'm just jumping around. I'm sorry, I've been trying to talk to her and read and talk at the same time, and I cannot do that.
[AGENT][NEUTRAL] Is there anything you can discuss with the daughter?
[CUSTOMER][NEUTRAL] I do think
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It doesn't have a named beneficiary for the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, this is what the remark says. Please accept our sincere condolences for your loss. This is a letter that was sent out included the name this the records do not include the named beneficiary for this policy. Therefore, proceeds become payable to the estate. Please submit a testamentary papers or a letter of administration for the deceased insured the state along with the names, addresses, phone numbers, date of birth, and relationship for all next of kin.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] That's the only thing I can see, um, now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Has the death certificate been received? Do you get to see that in the notes?
[AGENT][NEUTRAL] She says that it has, but I don't see it in the notes.
[AGENT][NEUTRAL] I see where [PII] requested it and that's in 88829. OK. Oh, it does say here, here we go. [PII], per hub request.
[AGENT][NEUTRAL] Oh, she's got Harper Crystal lapse policy due to receiving death certificate. Added date of death in PIN, OK, no refund due on that policy. So that's in the notes. So yes, it was received 320.
[CUSTOMER][NEUTRAL] OK, so no refund was due for the policy, um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, for that one, but for 88829 there is a refund request for death certificate to issue refund.
[CUSTOMER][NEUTRAL] I can just rate your
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] AW 22 ordered.
[CUSTOMER][NEUTRAL] OK, now I don't do anything with the refund of premiums um I can look.
[AGENT][NEUTRAL] No, I was just letting you know this like you said something about the other one didn't have a refund, but this one, so she wouldn't ask about that. She just really wants to check on the claims.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I don't see.
[AGENT][NEUTRAL] She submitted.
[CUSTOMER][NEUTRAL] So I only see one claim that was filed on the [PII] so I can just give her that information and if she needs further help then I'll just have to send a hub to claims call her back.
[AGENT][NEUTRAL] And do you know
[AGENT][NEUTRAL] Yeah, she does have a POA but she didn't see any reason for submitting it since her mother has passed.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So, OK, let me put her on the phone with us. And, OK, and I will let her know you're here and this is [PII]. One moment, dear.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Ms [PII], I'm sorry to keep you on hold so long. I have [PII] on the phone with us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, you're
[AGENT][NEUTRAL] Thank you, um, and [PII]'s gonna try to give, she, she can give you very minimal information without us having a copy of that POA or any information like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you had a date.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Pardon, Miss [PII], hi, hi Miss [PII], this is [PII].
[CUSTOMER][NEUTRAL] In your team?
[CUSTOMER][NEUTRAL] Hi, so I have where you submitted the claims and I have it pulled up and there's one remark.
[CUSTOMER][NEUTRAL] That I can give you about the claims, uh, it's the only information that I can give out and this is what the remark says um.
[CUSTOMER][NEUTRAL] No beneficiary is on file. need next of kin. Please accept our sincere condolences for your loss. Our records do not include a named beneficiary for this policy.
[CUSTOMER][NEUTRAL] Therefore, proceeds become payable to the estate. Please submit testamentary papers or a letter of administration for the deceased insured's estate along with the names, addresses, phone numbers, date of birth, and relationship for all next of kin.
[CUSTOMER][NEUTRAL] OK, so basically what I need, I mean, I'm hoping you can answer this. Basically what I need to do is submit a letter and a POA and say that I'm the next of kin.
[CUSTOMER][NEUTRAL] Right testamentary.
[CUSTOMER][NEUTRAL] Yes, it's it's asking to please submit testamentary papers or a letter of administration for the deceased insured's estate along with the names of.
[CUSTOMER][NEUTRAL] We have not gone through uh probate or anything.
[CUSTOMER][NEUTRAL] So what kind of customary papers are they wanting?
[CUSTOMER][NEUTRAL] Uh, I can only read what's been, um.
[CUSTOMER][NEUTRAL] Put as a remark now if you have further questions.
[CUSTOMER][NEUTRAL] Can you answer this in general, what is a customary
[CUSTOMER][NEUTRAL] Remark. I mean when I say customary paper.
[CUSTOMER][NEUTRAL] It it says a testamentary papers or a letter of administration for the deceased insured estate, so what I can do is I can transfer you on.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can transfer you out from a lawyer.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it needs to include.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All next of kin.
[CUSTOMER][NEUTRAL] So it says to include the deceased insured's estate along with the names, addresses, phone numbers, date of birth, and relationship for all next of kin.
[CUSTOMER][NEUTRAL] OK. All next of kin would be her children.
[CUSTOMER][NEUTRAL] Yeah, and it'll need to have their names, address.
[CUSTOMER][NEUTRAL] I remember seeing a that paper come in and I thought well I'm taking care of that and but I'll get it back out and see what I need to do to get it, you know, get it situated.
[CUSTOMER][NEUTRAL] Yes ma'am, I understand and um along with the names make sure you have their physical address, phone numbers and date of birth and then their relationship to the um deceased.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will send that. I mean I'll try to get.
[CUSTOMER][POSITIVE] I'll try to get it very soon.
[CUSTOMER][POSITIVE] Yes ma'am, I understand and just as soon as you can get it.
[CUSTOMER][NEUTRAL] It'll be fine.
[CUSTOMER][POSITIVE] OK, OK, alright, you're very welcome Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, I just take one step forward and two back on everything I've done, so everything goes down.
[CUSTOMER][POSITIVE] Now you're doing the top uh.
[CUSTOMER][NEGATIVE] Well, I hate to say it's my mother's fault even though she's deceased, we asked for a will, we asked for, you know.
[CUSTOMER][NEGATIVE] And they weren't taken care of, we should, you know, they should have been because she wouldn't cooperate with us.
[CUSTOMER][NEGATIVE] Yeah, and I'm the one that's getting the bad end, you know, the back end of the deal here. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well I will get those things together and then I will uh.
[CUSTOMER][NEUTRAL] Get it to you, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much Miss Miss [PII]. I hope you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] Uh-huh. You too. Take care.
[CUSTOMER][NEUTRAL] You too ma'am bye bye.
[CUSTOMER][POSITIVE] That's right.