AccountId: 011433970860
ContactId: 4b3f0ff1-9eed-4d62-9ae7-7917e47c791c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404350 ms
Total Talk Time (AGENT): 152923 ms
Total Talk Time (CUSTOMER): 159007 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/4b3f0ff1-9eed-4d62-9ae7-7917e47c791c_20250410T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII] and um my parents had a cancer policy through APL.
[CUSTOMER][NEUTRAL] And um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My dad, um, my mom passed away in [PII], but my dad just recently passed away on [PII]. What do I need to do with this policy?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, Ms. [PII], um, let me, um, look up the policy first. Can you please give me the policy number?
[CUSTOMER][NEUTRAL] OK, that's the thing. I don't my policy information is at home. I can give you his name and date of birth.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] I do, I do. Hold on just a second. I can give you that.
[AGENT][POSITIVE] OK, what is, yes, ma'am, thank you.
[CUSTOMER][NEUTRAL] OK, let me, let me get it out of, out of my phone.
[AGENT][POSITIVE] Sure, go ahead and take your time.
[AGENT][POSITIVE] I'm very sorry to hear about your daddy's passing.
[CUSTOMER][NEUTRAL] Uh yeah, so his social is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look that up real quick.
[AGENT][NEUTRAL] OK, and what was your daddy's name?
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Wasn't able to pull him up.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Was the policy originally under your mama's name?
[CUSTOMER][NEUTRAL] Probably so, and it would be [PII].
[CUSTOMER][NEUTRAL] Um, let me see, let me get you her social.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You go ahead and take your time finding that social.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK, her social is [PII].
[AGENT][NEUTRAL] OK, let me look up that one.
[AGENT][POSITIVE] OK, I've got it right here.
[AGENT][NEUTRAL] OK, and they had just one policy together so what we're going to need um.
[AGENT][NEUTRAL] Is both your mama's and your daddy's death certificate sent in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, when you send those in, if there's any premium that was paid after death for either of them, uh, that will be refunded.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll lapse the policy at that point once we receive the death certificate.
[AGENT][NEGATIVE] So it won't draft anymore.
[CUSTOMER][NEUTRAL] OK. Was this policy just a cancer policy?
[AGENT][NEUTRAL] Uh, let me check for you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. So no, no, um,
[CUSTOMER][NEUTRAL] Let's see, cause I knew.
[CUSTOMER][NEUTRAL] OK, so let me go back for just a second. So my mom.
[CUSTOMER][NEUTRAL] Passed away from lung cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And in [PII]. And I, I think I kept that policy open, well, for my dad, of course, but um
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Was there, like her last hospital stay, I did not submit um like a claim for because I did not have the billing information from the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] And it was um
[CUSTOMER][NEUTRAL] Can I still do that?
[AGENT][NEUTRAL] Yes you can. We don't have a timely filing limit for claims as long as um the policy was active on the date of service you can file a claim at any time.
[CUSTOMER][NEUTRAL] OK, OK, even if we, um, even if I go ahead and send their death certificates in and the premium stops deducting.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh OK, OK, that's what I was afraid of. OK, all right, well I can, how do I send the death certificates in?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me give you the email address to send those to. You don't have to send a hard copy you can send a scanned email, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just let me know when you're ready to write it down.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's your [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK. OK. So [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, I can do that and um yeah, I've got my, I've got my login information and stuff at home. I can um.
[AGENT][NEUTRAL] All right. Is there, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get that. I'll get back on getting that information uploaded so I can get all that finalized, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am. You're very welcome. Um, OK, Ms. [PII], is there any other questions you may have or anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. I'm good. No, ma'am.
[AGENT][POSITIVE] OK awesome and if you get stuck or you have find you had other questions later on just please always feel free to pick up the phone OK?
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.