AccountId: 011433970860
ContactId: 5c950a13-aadc-4743-9fbb-03a9d051b1c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648489 ms
Total Talk Time (AGENT): 381700 ms
Total Talk Time (CUSTOMER): 185989 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/5c950a13-aadc-4743-9fbb-03a9d051b1c1_20241231T16:47_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling ATL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in the claims department. I have Ms. [PII] on the line.
[CUSTOMER][NEUTRAL] [PII] she said she's the sister-in-law of one of our insured's policy 225.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] 2140.
[AGENT][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Our insured is [PII]. She states that [PII] passed away a couple of weeks ago, and she noticed that the premium was being deducted.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, and so I told her I would transfer her over to customer service to um.
[AGENT][NEUTRAL] Yeah, it looks like she's got 2 of them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What was her name again?
[CUSTOMER][NEUTRAL] Ms. [PII]. She said her name was Mrs. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your call back number?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] All right, you can send her over. I'll take care. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you. Uh-huh, bye bye.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] I'm OK, [PII]. How are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. I'm sorry to hear about your loss. Um.
[AGENT][NEUTRAL] I have the information pulled up and the representative stated you're inquiring about canceling the policies due to the circumstances, which is that's something we can help you with today, um, but to officially cancel them, what we'll need from you is a copy of the death certificate, and you can mail, email it or fax it, but I am going to stop it from drafting. Um, it looks like she had two accounts with us.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, give me just a second, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, I can give you our mailing address or however you, you think it's more convenient.
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] What is the email address and I can, cause I have the death certificate, I can just email it to you.
[AGENT][NEUTRAL] OK, that'll be perfect. So the email address is gonna be [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and that's gonna be [PII], and that's one word as well, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, so all together I can go ahead and put [PII].
[AGENT][NEUTRAL] Yes, ma'am. And if you'll just put a brief note in that email that you um are submitting a death certificate and for her full name and her policy number, you can just give us one or if you'd like to put both, you can do that as well.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Now let me ask you something, um, what did her policies cover or?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Are there anything
[CUSTOMER][NEUTRAL] That she will be, or her sons will be entitled to or it's just.
[AGENT][NEUTRAL] Um, she had an accident policy and a cancer policy. So basically, those were supplemental policies. If she had an accident and sought medical attention, she'd have benefits for that. Same thing with the cancer, if she had cancer and sought medical attention, she would have benefits to help with that. But there's no death benefit um on the cancer. Um, on the accident, if she
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She passed away due to an accident, there might be a benefit was in an accident-related situation.
[CUSTOMER][NEUTRAL] OK. She died from cancer, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I know, and I know that months ago she had submitted and she kept submitting everything that was required when she was going to get chemo or hospitalization, and she never got anything back, and they kept saying, well, just mail it, or, you know, you can overnight it or you can email. So she was doing all these things and she never got anything back.
[AGENT][NEUTRAL] OK, let me see, she um we got stuff and you can still submit any claims on her behalf because as long as she was active and premiums were paid for the dates of services, claims can still be submitted in to be reviewed. So give me just a second, let me check her cancer policy.
[CUSTOMER][NEUTRAL] At that time, so
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was it recently?
[AGENT][NEUTRAL] This year
[CUSTOMER][NEUTRAL] No, it was like.
[CUSTOMER][NEUTRAL] She, it was like, I don't know if it was in the middle of summer, cause I remember I helped her get all the paperwork. We went to medical records. Uh, she paid, I don't know how much to just to copy the sheets and to fax them, and then she was asked to mail them, and she did that too, with months and nothing.
[AGENT][NEUTRAL] Because I am showing that we got 2 claims this year.
[AGENT][NEUTRAL] And one
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 234 last year.
[AGENT][NEUTRAL] And there were a couple of checks that went out.
[CUSTOMER][NEUTRAL] When was the last check that went out?
[AGENT][NEUTRAL] That one was September 3rd of [PII]. It looks like, well, no, hang on, I'm sorry. That was the date we got it. So the check date was [PII]. That was the last.
[CUSTOMER][NEUTRAL] And how much
[CUSTOMER][NEUTRAL] Because she doesn't have, we didn't, or she never got it unless it got lost in the mail.
[CUSTOMER][NEGATIVE] Because she kept saying, I need to cancel the policy, I'm not getting anything in return. And I said, when was the last time you got something? And she said, oh, it's been.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Months and maybe a year, I don't know.
[AGENT][NEUTRAL] And it looks like we recently in October requested medical records too. Now, I can let you speak to someone in the claims department to see.
[AGENT][NEUTRAL] What claims we got and they'll have to do a little bit more detail on that check. If the check wasn't cleared, um, we might can possibly reissue it, but I don't know if it would be reiss how it would be reissued now since she passed away, so they would have to probably get, I wanna say there's some forms you might have to fill out, but I'm not sure. If you'd like, I can let you speak back with the claims representative about possibly submitting in claims and having those claims reviewed.
[CUSTOMER][NEUTRAL] OK. I have one more question. Do any of these policies have like a cash value, like, or no, it just, it just ends.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am. No, they're just supplemental insurance for medical purposes only.
[CUSTOMER][NEUTRAL] OK, so I guess yeah if you can let me talk to somebody, um, and I'll ask about the last check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I'll let you speak to someone, and I do apologize. I'm just limited to what I can see on that check. All I can see is that, yes, there was a check, but that's pretty much it, and I can't see what it's for and what the amount and if it was clear, but I will definitely make sure I explain things to the claims representative so you don't have to repeat yourself. Is there anything else I can help you with before I transfer you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No, no, that was it. Thank you so much. You were very helpful.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a wonderful day and hold please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling Ail [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], I have an insured sister on the phone. Um, primary has passed away. She was speaking with someone in claims and was transferred to me to basically see how to cancel the policies, which it's been explained to her, but she has a question about her cancer policy. Um,
[AGENT][NEUTRAL] She's stating that the insured had relayed to her that she was submitting claims, but wasn't getting any payment from us, and I explained to her that we are showing that we got something and a check was sent, but she wants to make sure that we got all the claims that we should have got and if that check cleared, basically, because she's saying.
[AGENT][NEUTRAL] We didn't pay anything, and I guess the sister told her that before she passed away. So she's wanting to make sure she got everything that was due to her sister.
[CUSTOMER][NEUTRAL] OK. So, OK, who's on the line?
[AGENT][NEUTRAL] It's the sister because like I said, the primary passed away.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and I have notated that, and I told her what to do to send in the death certificate, but she, I guess she's wanting to make sure what claims were submitted because possibly there might be some she can submit in, but she's also saying that the sister told her she submitted claims in and didn't get payment and there was a payment that was sent recently and she's wanting to make sure if it cleared, like if the sister got it and cashed it. Does that make sense?
[CUSTOMER][NEUTRAL] That's fine, um, what's, um, who's, I mean, what's the person's name that's calling?
[AGENT][NEUTRAL] Her name is Ms. [PII] and the policy is 2,252,140. She was speaking to claims to begin with. I don't know if that was discussed or what.
[CUSTOMER][NEUTRAL] Um, what's her callback number?
[AGENT][NEUTRAL] [PII]. She said the primary passed away due to cancer.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, uh, yeah I see.
[AGENT][NEUTRAL] And I guess that's why she's trying to see, yeah, I guess that's why she's trying to figure out if she submitted everything and I guess if if payments were sent out, if she actually got it.
[CUSTOMER][NEUTRAL] She was talking to [PII].
[CUSTOMER][NEUTRAL] OK. So we probably can't tell her until we get the um I don't know how to say it.
[AGENT][NEUTRAL] Because she
[AGENT][NEUTRAL] Well, she's got the email for the um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Death certificate.
[AGENT][NEUTRAL] So, she said she wanted to eat.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You can't send it.
[AGENT][POSITIVE] All right, here she is. Thank you.
[CUSTOMER][NEUTRAL] Mhm.