AccountId: 011433970860
ContactId: 48b2e1b5-2d9f-4d49-ae93-6d84962460e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468369 ms
Total Talk Time (AGENT): 127621 ms
Total Talk Time (CUSTOMER): 203171 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/48b2e1b5-2d9f-4d49-ae93-6d84962460e0_20250501T12:42_UTC.wav
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[CUSTOMER][NEUTRAL] A of the
[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII]. Um, I just got off the phone with um uh
[CUSTOMER][NEUTRAL] ATS uh representative. My husband drove for ATS. He is deceased now, and he died with a heart attack, and he said that I had medical benefits, a check, at least up to $5000 that could be mailed to me. I'll give you his Social Security number, and I do have the autopsy showing that he had a heart attack.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's uh the social that you have?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] If you give me a fax number, I can fax you the autopsy report showing that he did have a heart attack and I was show from, I was told from the gentleman I just spoke with that looked up everything that it has a critical illness benefit and heart attack, it's under that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I had no idea. I mean, I had no idea. I'm a workaholic, I'm self-employed just like my husband was, and yes, I'm calling 10 years later, but this is the first time I ever had a hardship since he passed, and the Lord just told me to pull this stuff out and go through it and make phone calls because I feel like it's some more money out there that I did not receive. I got hit by a drunk driver in January.
[AGENT][NEUTRAL] Oh my, I'm sorry. What was, what
[CUSTOMER][NEUTRAL] And, and, and, uh, yes, ma'am, 3 times the limit of alcohol.
[AGENT][NEUTRAL] What was the first name and last name again on it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And then [PII] what uh was [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], and he passed [PII], uh, [PII].
[CUSTOMER][POSITIVE] And his plan was effective during the time.
[CUSTOMER][POSITIVE] And the gentleman that I just spoke to, yeah, he, he looked everything up for me.
[CUSTOMER][NEUTRAL] You told me to give you a call.
[CUSTOMER][NEGATIVE] So much be going on at the time of death.
[CUSTOMER][NEUTRAL] So much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And Lord knows the money he made ATS.
[CUSTOMER][NEUTRAL] And I wonder how can I find out if my husband had any bank accounts open over on that side in [PII] and uh.
[CUSTOMER][NEUTRAL] I know it was a bank in [PII].
[CUSTOMER][NEUTRAL] And I'm just wondering if he had any funds left over there. We, we lived in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not sure how you would.
[AGENT][NEUTRAL] Figure that out.
[CUSTOMER][NEUTRAL] I don't know. Yeah, I got the Social Security number. All I can do is just call.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] But yeah, this gentleman said that it's a $5000 medical benefit that that can be paid to me because he did have a heart attack.
[AGENT][NEUTRAL] So, I did, I, I did locate two different policies, [PII]. One was a dental policy that was from [PII] and then a medical. Um I don't see.
[CUSTOMER][NEUTRAL] Sitting in his truck.
[CUSTOMER][NEUTRAL] And a medical
[CUSTOMER][NEUTRAL] Right, and the medical I was told had a critical illness benefit on it.
[AGENT][NEUTRAL] I don't see the critical illness on the medical. It was just a medical. There was no critical illness plan or
[AGENT][NEUTRAL] Anything added.
[CUSTOMER][NEUTRAL] Yes, it was.
[CUSTOMER][NEUTRAL] Yes, it was. He did add that.
[AGENT][NEUTRAL] I'm just not seeing anything in the policy. I'm looking at the policy certificate.
[AGENT][NEUTRAL] That was issued in [PII].
[CUSTOMER][NEUTRAL] Yes, it was.
[CUSTOMER][NEUTRAL] He did have that added to his policy.
[CUSTOMER][NEUTRAL] being the age that he was when we took it out.
[AGENT][POSITIVE] I'm happy to send you a copy of what I'm looking at. Do you have access to email?
[CUSTOMER][NEUTRAL] Someone could have made a mistake, but I know my husband specifically requested it and we were paying for it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know he requested it, and we were paying for it.
[AGENT][NEUTRAL] I'm just advising on what I'm looking at, ma'am. I'm sorry for the frustration or any confusion. I'm just looking at the policy and scroll through it. I don't see that, unfortunately on here.
[CUSTOMER][NEUTRAL] Truly.
[CUSTOMER][NEUTRAL] Can I speak to a supervisor please because we specifically were paying for that.
[AGENT][POSITIVE] Yeah, absolutely. I'm happy to get you a supervisor, um.
[AGENT][NEUTRAL] Do you have a good callback number? because I'm gonna need to place you on hold and just in case something happens I wanna be able to call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, my bad.
[CUSTOMER][NEUTRAL] So what do you show on the policy?
[CUSTOMER][NEUTRAL] That he just had medical benefits, and that's it, and dental?
[AGENT][NEUTRAL] So there
[CUSTOMER][NEUTRAL] With nothing added?
[AGENT][NEUTRAL] There was, yes, a dental policy and then the hospital indemnity plan which covered hospital admission.
[CUSTOMER][NEUTRAL] And what is that?
[AGENT][NEUTRAL] It covered hospital admission, sickness, surgery, emergency room, um, urgent care.
[AGENT][NEUTRAL] Things like things like that.
[CUSTOMER][NEUTRAL] I know, I know we added the, I know we added the death benefit part.
[CUSTOMER][NEUTRAL] From critical illness.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Let me get you a supervisor on the line. Do you mind just holding for one moment?
[CUSTOMER][NEUTRAL] No, I don't mind.
[AGENT][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.