AccountId: 011433970860
ContactId: 4f05ec6f-dedd-4387-a21b-caef7dd7ff72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497109 ms
Total Talk Time (AGENT): 251090 ms
Total Talk Time (CUSTOMER): 124408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4f05ec6f-dedd-4387-a21b-caef7dd7ff72_20250506T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm um.
[CUSTOMER][NEUTRAL] I have some questions. I'm calling about a policy for my parents that they have. They have a heart disease.
[CUSTOMER][NEUTRAL] That it's a cancer, heart and stroke policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, I need to find out exact my father just passed away.
[CUSTOMER][NEUTRAL] And I'm needing to find out what.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The policy, the heart policy covers?
[AGENT][NEUTRAL] All right, miss. Um, unfortunately, we cannot provide, um,
[AGENT][NEUTRAL] Information about the policy due HIPAA regulations, um, but we can, um, if we receive paperwork that you are the executor for um the insured, then we can go ahead and provide information about it.
[CUSTOMER][NEUTRAL] You probably because I've done stuff for them before and I think I've already sent in power of attorney that I had on both of them.
[CUSTOMER][NEUTRAL] Would that be in the files?
[AGENT][NEUTRAL] Um, allow me just a second. Uh, let's see.
[CUSTOMER][NEUTRAL] I have the policy number.
[AGENT][NEUTRAL] Mhm, yes, uh, we can use the policy number to look at it.
[CUSTOMER][NEUTRAL] OK, the heart policy number is 415263.
[AGENT][NEUTRAL] Alright, and let me just a second while I pull it up.
[AGENT][NEUTRAL] And is it for um Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I'm looking at um paperwork and previous correspondence that we have.
[AGENT][NEUTRAL] Um, received before.
[AGENT][NEUTRAL] And I do not see.
[AGENT][NEUTRAL] Anything regarding of uh of a power of attorney. Um, usually, power of attorney um becomes pretty much useless once the insured passed away. Um, so the only way that we could um provide information is with, um, uh, uh, a legal document showing that you are the executor.
[CUSTOMER][POSITIVE] Correct
[CUSTOMER][NEUTRAL] I have power of attorney of my mother.
[CUSTOMER][NEUTRAL] She has dementia. I can send you copies of that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because my mother is still living.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Mhm. Yes, an email would work um fine. Let's see, I can provide that email for you to send the paperwork.
[CUSTOMER][NEUTRAL] Can I email it to you?
[CUSTOMER][NEUTRAL] OK, because regardless I was gonna cancel the policy because he's ceased, but I wanna make sure there's not a claim I mean something that we can file.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Uh yes, it is totally understandable. Yes, um, if you can take um advantage advantage of it already, um,
[AGENT][NEUTRAL] As you will send us that uh power of attorney, sorry, the executive paperwork, um, you can also as well if you have already a copy of the death certificate, we can already go ahead and um cancel the policy so no charge is being applied to it to um the bank. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can send you the death certificate as well.
[AGENT][NEUTRAL] Mhm. Yes, and since um it is a legal document that we have to check, it will, I will say that it will take a couple of days before we can reach out and um provide all the information, even though if the policy is canceled, um, I mean, any type of claim that can be um pretty much entered, it will be paid if it qualifies for the type of policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the email address?
[AGENT][NEUTRAL] Alright, that will be [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And what do I just need to put both of the the policy numbers?
[AGENT][NEUTRAL] Mhm, yes, you reference both of the policy numbers mhm and the name of the insured and we will proceed from there.
[CUSTOMER][NEUTRAL] Is there's
[CUSTOMER][NEGATIVE] OK, because I'm gonna go ahead and cancel it on my mother as well she's bedridden and dementia, so there's no sense in keeping the policies on her either, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That they will if there is something um on my dad they will go ahead and do the claim I don't have to do something.
[AGENT][NEUTRAL] Um, I would guess that the claim would have to be filed through, um,
[AGENT][NEUTRAL] Whichever provider um took care of.
[CUSTOMER][NEUTRAL] The doctor's office would have to file it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And why is that?
[AGENT][NEUTRAL] Um, well, it depends on, uh, every provider. Some of them go ahead and file the claim for the insured. Some of them, um, don't, and the insured has to do it, um, but it, it, it depends on each of them.
[CUSTOMER][NEUTRAL] He was in a a nursing facility, a rehab facility when he passed, and he passed away on [PII], so there's not gonna be a doctor to file the claim.
[AGENT][NEUTRAL] All right, then it would have to go through you. Um, unfortunately, I do not have access at at how it would have to be filed, um, but again, all of that information could uh can be provided after we receive the paperwork.
[CUSTOMER][NEUTRAL] OK, do I need to put in here that I wanna cancel the policy or wait till they have this and contact me? What do I need to do?
[AGENT][NEUTRAL] Um, you can, um, write down all of your questions and all of the instructions that what you are needing from the policy, um, stating that you are the executor, uh, and or you have the power of attorney over your mother, um, and you would like to access, um, information for the policy and have it canceled, um, and um have information on how to file the claim, um, if any of the um.
[AGENT][NEUTRAL] The care that uh the insured was taking care of uh applies for it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.