AccountId: 011433970860
ContactId: 4fb56f29-3709-4bf3-8560-f66e20f196f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 814869 ms
Total Talk Time (AGENT): 379629 ms
Total Talk Time (CUSTOMER): 384255 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4fb56f29-3709-4bf3-8560-f66e20f196f9_20250128T23:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII], this is [PII]. Um, I have a policy with y'all, and honestly, I don't really know other than I know it, I used to have it through my work and then I extended it uh two years ago. Can you hear me?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, can you hear me OK? OK, good. And I extended it, you know, through, well,
[AGENT][POSITIVE] Yes ma'am I can.
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Cobra or whatever 2 years ago. And um anyway, I wanted to double check on the policy. I have never tried to look it up online, but um I can give you my name and social. And I, the reason I'm calling, um I believe I had it on my husband and I and he passed away about a week ago. And I'm just looking at my coverage. I think it's on both of us and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just kind of wanted to see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What I needed to do about that, the policy.
[AGENT][POSITIVE] Yes ma'am, absolutely Ms [PII]. I can help you um what is your callback number please just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is your social security number so I can look up the policy?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Pull it up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, um, the mailing address is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you say phone number?
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] And what else do I?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] My email.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK thank you Ms. [PII] I appreciate you verifying the information for me so we could get your policy verified um I do show that this is a cancer policy, the first one, let me see if you have any others with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] No, this is the only one that you have and I do show that um your husband.
[AGENT][NEUTRAL] Is [PII] is on the policy.
[AGENT][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Very sad to hear about his passing Miss [PII] um what we can do.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][NEUTRAL] Yes, ma'am. I know it's a hard time, um, but what we can do is if you can email us his death certificate, we can change the policy from couple coverage to individual coverage.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And then if there's any back premium that's due for the difference between couple and individual we'll refund that to you.
[CUSTOMER][NEUTRAL] OK. Well, and I didn't think, I mean, I, I did not think, yes, ma'am, I will. Um, I did not think that there was anything on that policy that had to do with any other medical situations like intensive care or anything like that. Was it just strictly just if he had cancer?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, it is a answer. Let's see so um let me go ahead and give you.
[AGENT][NEUTRAL] The email address where you can send that um death certificate to it does not have to be one of your your hard copies those are expensive so if you wanna just email a scanned copy to us you can do that.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, the email address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And are you gonna send me something to reply to or I just go ahead and use this email?
[AGENT][NEUTRAL] Use that email and um just explain in the email that your husband has passed and you'd like to change your policy from couple coverage to individual coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is, I guess I worked at [PII] 7 for 14 or 15 years, and I don't think I really have a copy of the policy. Is there something like I can go online and look that up?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes you can um sign up for our um online service center. Let me give you that website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It is, um, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's gonna just ask me some of these questions so I can create an account.
[AGENT][NEUTRAL] Yes ma'am, it will and I'm looking at your policy right now. I wanted to double check to make sure that we didn't have any riders on it that would help you. Um, I do see that you have a heart attack and stroke first occurrence rider, a lump sum benefit of $2500 maximum 1 per covered person per lifetime.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if it was heart attack or stroke, there's a benefit, and this is just to
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To verify your coverage, it's not a guarantee of payment, but there is a benefit of $2500 for that. And then hospital intensive care unit rider, intensive care unit per day is $600 step down unit per day is $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] For a maximum of 4 to 5 days per confinement for any combination of intensive care unit or step down unit.
[CUSTOMER][NEUTRAL] OK. OK. He actually.
[CUSTOMER][NEUTRAL] He went on the [PII], he passed away on the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, he was in intensive care.
[CUSTOMER][NEUTRAL] Um, I'm honestly, I'm not sure if it was, I, I'm not sure how many days it was. Then the last day, I think they stepped him down, um, on that. Um, so what exactly would I need for that kind of documentation?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll need to fill out a cancer claim form. I'm gonna give you the, again, another website to go to so that you can get the cancer claim form is at [PII].
[AGENT][NEUTRAL] It's just like the secured but without the secured [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on there you'll find.
[CUSTOMER][NEUTRAL] OK, and so that's gonna, OK.
[AGENT][NEUTRAL] The claim forms.
[AGENT][NEUTRAL] On each claim form that very first page when you pull it up is a cheat sheet that tells you what you need to send in with your claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you do it through the online service center you can upload it through the online service center, uh, your claim.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I'm sure once I get into it if I have questions, will they have a number to call or would I call you back?
[AGENT][NEUTRAL] Yes ma'am. Sure.
[AGENT][NEUTRAL] You just call the number that you called and uh us girls, any of us girls will get on the phone and we'll walk you through it.
[CUSTOMER][NEUTRAL] OK. Well, I, I kind of had remembered something like that. And he went into the hospital in November. He didn't ever go into intensive care in November, but I think when he went this last time, because it was a heart issue, and they said they thought, I mean, the death certificates haven't come back yet. I don't know what they're going to say on it. They think at some point,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, he, he did have a heart attack, but I don't, I don't know how they proved that, you know. Um, it was heart issues, but I'm not sure. I think at some point, probably when he was going into the hospital, he had had a heart attack. So, I don't know how they distinguish all that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] They will, um,
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Through the well if you have a primary insurance, you can send in the explanation of benefits. If not, you'll need an itemized statement with the diagnosis and procedure codes. So the diagnosis code will be on there.
[AGENT][NEUTRAL] So that when the claims adjuster looks at it, the examiner looks at it and they see that if the diagnosis code was for heart attack.
[AGENT][NEUTRAL] They can see that you have that writer.
[CUSTOMER][NEUTRAL] OK. OK. I'm sure it sounds, sounds complicated and I guess what I do is to just get it started and see, see what happens, you know, um, get, uh, you know, because I don't, I know he was in intensive care, um, for he went to a, a
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A room, then he had an event and he went to intensive care. And then like the last, I think he was there like,
[CUSTOMER][NEGATIVE] 3 days or I, I, I honestly, I can't remember. And then um he had to step down the last day, but um it was, it, you know, it might, it might be, I think there'll be something there, you know. So, of course, I probably don't want to change anything till I get this resolved. I don't want it to be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You know, crazy if I take him off the policy or something.
[CUSTOMER][NEGATIVE] You know, um, I better, I better hold off on that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, um
[AGENT][NEUTRAL] Actually they don't, until we get the death certificate, they don't take him off the policy, but you can see we can tell that you had couple coverage up until the day that we changed it because you sent in the death certificate which will show that he was covered for those dates of service.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right, right. OK. Well, I, honestly, I hadn't even thought about it till I got rid, when I called, I was thinking I need to just go through my different policies. And I start thinking, you know, I think that cancer policy had had something else on it. And um
[CUSTOMER][NEUTRAL] Um, but like I said, he, he went in November, but he didn't, he wasn't in intensive care, you know, so I don't think it does even apply to that, to that rider, but
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. Well, thank you so much for your help and maybe I can work through some of this and um I will start off with all these things and um see where it leads me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK and if you get stuck please call us and in the meantime I have ordered a new policy to be mailed to your home address.
[CUSTOMER][POSITIVE] OK. OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a blessed rest of your night and I thank you so much for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] OK, thank you. Bye.