AccountId: 011433970860
ContactId: 560251ed-db40-41f2-83da-63f3f2f2355b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 887669 ms
Total Talk Time (AGENT): 160872 ms
Total Talk Time (CUSTOMER): 513488 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/560251ed-db40-41f2-83da-63f3f2f2355b_20250619T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm a beneficiary for an insurance policy there with APL, or what is it, what are you guys called? APL or APL.
[AGENT][NEUTRAL] Yeah, APL.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] APL, let me write this down. I'm starting all over again. I called back and um.
[CUSTOMER][NEUTRAL] In February I faxed over verification of um.
[CUSTOMER][NEUTRAL] My brother's death certificate and I also sent uh
[CUSTOMER][NEGATIVE] Verification I sent my power of attorney but you guys already should have had.
[CUSTOMER][NEGATIVE] But anyway, um, I got sick.
[CUSTOMER][NEUTRAL] I was, I was hospitalized for a while.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now I'm trying to take care of all this. I was told there was no time limit for me to file this anyway, so I was, I wasn't really concerned about it. I know I had started um something already like um I had reached out for the, I gotta read all this this is too much for me to remember part of my, my problem with cognitive.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] I had strokes. I had uh several strokes after my brother's death.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh actually they were.
[CUSTOMER][POSITIVE] They think I had strokes. They were like mini strokes, so I, I, I forget a lot so I have to write everything down. But I spoke to someone, I think they're, um, uh, thank you, um, [PII]. I have wrote notes back then, thank [PII], um, and she said ensure their time frame.
[AGENT][POSITIVE] I'm sorry to hear that.
[CUSTOMER][NEUTRAL] Um, well, that's when he was insured, so I spoke to her and she had.
[CUSTOMER][NEUTRAL] She had me, um,
[CUSTOMER][NEUTRAL] Request from his medical insurance which was Blue Cross Blue Shield. Request on his BOA I believe it's called. What is, what does that mean? No, EOB EOB which is um
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Their explanation of benefits.
[CUSTOMER][NEUTRAL] What does EB mean?
[AGENT][NEUTRAL] It's an explanation of benefits.
[CUSTOMER][NEUTRAL] Yes, let me write that down.
[CUSTOMER][NEUTRAL] OK. And um
[AGENT][NEUTRAL] And so what that is is when.
[AGENT][NEUTRAL] By a hospital or whomever bills your insurance, um, whether your insurance denies it or pays it, they send you an explanation of either why it was paid or what was paid or what was denied, mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, and I believe they did that, yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I, I spoke to um.
[CUSTOMER][NEUTRAL] I spoke to [PII] um at TRS Social media. I have her possibly show [PII] is sending EOB to cancer insurance, so [PII] was supposed to send that to you guys. Um, [PII] will send me an EOB through email, OK, um, then I will send it to APL. So I wrote down notes what I needed to do. So I'm, I'm getting back on track again and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is very difficult for me, very difficult, but um I actually retired. I went ahead and retired because my brother's death, prior to his death was my boy my ex-boyfriend.
[AGENT][NEUTRAL] I can imagine.
[CUSTOMER][NEGATIVE] So it was my boyfriend and it was my brother, and last year just really took a toll on me. So here I am retired because I just couldn't do my job anymore. It was too much um an emotional. Well, I was a mess. I was a mess. So this is very difficult and I remember when I was trying to take care of it while he, I was his caretaker.
[AGENT][POSITIVE] So sorry to hear that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the whole time until he passed. He didn't want any hospice or anything, so, you know, it didn't hit me till afterwards, till after I came home. I live in [PII]. So when I got home was when it all just came down on me and I, I don't know, I think I probably had like a breakdown or something. Yeah, and, and, and then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I can imagine.
[CUSTOMER][NEUTRAL] Several months ago, I, I ended up having um 3 episodes of mini stroke.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, I've been in and out of the hospital myself.
[CUSTOMER][POSITIVE] And I was his big sister, so I, I, I took care of him to the end, but, you know, it's like I didn't realize how much it was gonna affect me and my health. But here I am, thank [PII], you know, I, I was able to retire and, and call it a day. So now I'm trying to take care of business again. um, and it's, it's.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And everything else.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's really difficult for me to do any little thing that takes a lot of thinking, you know. So if you could please guide me with it, you know, it would help immensely because I, I, I just know I had started all this back in February. And then that was it. I left it all alone because of what's going on, yeah. Yeah. So, um, so I just
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And then everything happened.
[AGENT][NEUTRAL] Do you have his policy number?
[CUSTOMER][NEUTRAL] Um, let me see, I have so many notes, uh, let me look on the emails that I sent.
[CUSTOMER][NEUTRAL] I believe I sent these to APL.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] There's 2 policy numbers, um.
[CUSTOMER][NEGATIVE] Oh this is back in 20 I had already sent this in back in [PII] in June and then I resent it all in February because apparently you guys didn't get anything of what I have faxed over and I have these faxes that went out, so I don't understand what happened, you know that was while he was still alive. We were trying to take care of all of his, his, you know, financial business before he passed. We're trying to beat the class so it wasn't all taken care of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All this, yeah.
[CUSTOMER][NEUTRAL] Um, and February.
[CUSTOMER][NEUTRAL] I, I faxed over a copy of his death certificate. You guys apparently didn't have that yet and uh durable power of attorney and on this APL form I have, um, this is the original copy from when he assigned me to be his, his, his, um, beneficiary, um, and power of attorney. um I have I have two different policy numbers. His first one was 0207.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I only need
[CUSTOMER][NEUTRAL] OK, well I'll give you the 1st 1 02078422.
[CUSTOMER][NEUTRAL] And then he made a change on that policy, and that was a different policy number. I don't know if you need that as well.
[AGENT][NEUTRAL] Um, I should be able to once I get one policy, I can look at all the policies that were under, uh, his name, yes.
[CUSTOMER][NEUTRAL] OK. OK. And I'm, I'm 1 number short on his second policy. I believe it might have a 0 before it, but I'm not sure cause I noticed the first policy had 8 numbers.
[AGENT][NEUTRAL] OK, if it's a 0 at the beginning, yeah, if it's a 0 at the beginning, it's not, it's not gonna matter too much. Um, what, what is your name again?
[CUSTOMER][NEUTRAL] OK, yeah, that's probably what it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And um can you verify his name and date of birth?
[CUSTOMER][NEUTRAL] Middle initial A.
[CUSTOMER][NEUTRAL] Yes, [PII], his um date of birth is [PII].
[AGENT][NEUTRAL] And do you know what um address we had on file?
[CUSTOMER][NEUTRAL] I believe.
[AGENT][NEUTRAL] For him
[CUSTOMER][NEUTRAL] For him, it was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm going through his, uh, the policies that he had with us real quick.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] It's fine. I'm at the pool. I came out here because it's so hot. There was no one out here. I thought, OK, I can do this. Now there's kids out here.
[CUSTOMER][NEUTRAL] As soon as I got out of here, kids got came followed.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] If it gets too loud, I'll just head inside them.
[CUSTOMER][NEUTRAL] Yeah, there should be a lot of notes that I've called several times.
[AGENT][NEUTRAL] It looks like we do have the death certificate. We got that back in August of last year.
[CUSTOMER][NEUTRAL] Oh, you found it. OK. I sent another one in February.
[AGENT][NEUTRAL] Yes, that, that's the first one that I looked, that's the first one that I looked at. Um, I am seeing the death certificate and the claim form.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, good, good, and I have the originals that went out.
[AGENT][NEUTRAL] I'm also seeing the the power of attorney that you were talking about.
[CUSTOMER][NEUTRAL] Right, right, so I sent all that in and I believe now, um, the next step was that you guys told me to call his, um, Blue Cross Blue Shield with it, which was his insurance company and um requested the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That um you'll be and according to my note she sent everything over to your company already so I just need to know what what do I do now.
[AGENT][NEUTRAL] Alright, let me check.
[CUSTOMER][NEGATIVE] I believe she sent me a copy of everything as well, but she said there was over 600 pages.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] Yeah, I'd rather had cancer for the last 4 years. Had not filed one claim.
[CUSTOMER][NEGATIVE] Because he, he didn't have any help. I live in [PII]. He lives in [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, so when I took over, I mean, I, I, I was his caretaker since the get go 4 years ago, you know, I would bring him to MD [PII] and all that, a side of his cancer care there in [PII], um, with his chemos, but um I didn't realize he had not told me any of this. So basically I think what happened was all the chemo treatments that he got and he did tell me that he was very forgetful and
[CUSTOMER][MIXED] You know, he, he basically just worked, he worked and worked and worked and just didn't care about any of that, because he knew I would take care of it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. And that's.
[CUSTOMER][NEUTRAL] And I, I mean, and I am because I was trying to take care of him, but I would have started way before.
[AGENT][NEUTRAL] Alright, let me see, because it's all under different policies, so.
[CUSTOMER][NEUTRAL] Yeah, he has several policies.
[AGENT][NEUTRAL] OK, it's not this one.
[AGENT][NEUTRAL] I'm sorry, I am, I'm going back and forth, um, so just give me a moment.
[CUSTOMER][MIXED] It's OK. It's OK. Take your time. I'm sure it's confusing.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put you on a brief hold, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Hi, you've reached [PII]. Sorry I missed your call. Please leave a message and I'll call you back as soon as possible. Thanks.
[CUSTOMER][NEUTRAL] At the tone, please record your message. When you have finished recording you may hang up or press one for more options.
[AGENT][NEUTRAL] This is [PII] with APL. I have um.
[AGENT][NEUTRAL] A [PII] on the line regarding one of her uh her brother's death. Um, I see in the notes that if we need assistance, we are to call you, um.
[AGENT][NEUTRAL] If you could give [PII] a call back at [PII].
[AGENT][NEUTRAL] [PII] in regards to um what else she might need um.
[AGENT][NEUTRAL] Again, this is [PII] with APL. Uh, just, uh, if you would give [PII] a call back at [PII]. Thank you.