AccountId: 011433970860
ContactId: 5e8b2a3d-4266-45fc-99b9-89364172994d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506040 ms
Total Talk Time (AGENT): 224777 ms
Total Talk Time (CUSTOMER): 111744 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5e8b2a3d-4266-45fc-99b9-89364172994d_20250122T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Ael. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Hi, this is, um, [PII], and I'm calling my, I found that my mother passed on Sunday and I found where she had a policy here and I'm just trying to see if it's still active.
[AGENT][POSITIVE] OK, Ms. [PII], I can help you with that, and I'm sorry for your loss. Um, can I get a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm sorry about that um do you have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, her policy number is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, looks like it's, I guess this is it, 641-219.
[AGENT][NEUTRAL] And what was your mother's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. Um, so give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And um what was the um cause of death?
[CUSTOMER][NEUTRAL] Oh no, we, they, we just found that we didn't do an autopsy. They, we just, police found her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, um,
[AGENT][NEUTRAL] So I do show the policy is active. Um, this was um a cancer policy. So, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What you would have to do, hold on one second.
[CUSTOMER][NEUTRAL] It, it only covers cancer?
[AGENT][NEUTRAL] Well, that's what I'm getting ready to, um, hold on one second.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yes, um, it was a cancer policy, um.
[AGENT][NEUTRAL] So, I mean, what you can do is um submit to us um once you get the like the death certificate um and um
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We would need a, a next of kin information. So, um, were you the um the only child or just the one that's handling everything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now under the.
[CUSTOMER][NEUTRAL] OK, so under the on this thing that I have it has the uh.
[CUSTOMER][NEGATIVE] Where it says cancer intensive care, coronary care insurance guaranteed issue, and it had heart disease, uh, guaranteed issues, that's, so that's not, none of that's covered.
[AGENT][NEUTRAL] Yes, so let me go back in here, so like I said, um.
[AGENT][NEUTRAL] Excuse me, uh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Cause it said, it says cancer and specified disease. I don't.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So yes, that's um.
[AGENT][NEUTRAL] That's what this one is, is cancer and the specified the um uh let me see what it says as far as specified disease.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so what that specified disease is, is to say she was in the hospital, um, and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There's like expenses for that, but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But like I said, if she had like problems with, like, I mean, if she had cancer or if she had like a specified disease, I mean, there's a possibly a benefit for it, but like it would just be hard to tell, um.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] If we can pay anything, any of these out, um, and that's why I said, um, once you get the, the death certificate, um, you would send that in and we would go based off of what's on there, but like I said, we would also need um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like if you have a power attorney or if you, I mean, send in like a nexus kin, um, basically, if you don't have like form, you can just pull on paper like um if she had a spouse or just put also the, the children on there, the children that she had on there, and then we can kinda go from there. But um in the meantime, I can, I'll just notate the policy saying that you called and um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That she um passed away on Sunday, which would have been the, let me see, today is the [PII]. That was the [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] The I.
[AGENT][NEUTRAL] OK, so I'll go ahead and notate that. I'm like once you get that information, you can just send that in to us.
[CUSTOMER][NEUTRAL] OK alright um.
[CUSTOMER][NEUTRAL] OK, alright ma'am.
[CUSTOMER][POSITIVE] OK thanks alright.
[AGENT][NEUTRAL] Hi, Ms. [PII], was, was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, so you're gonna, you're gonna just send it out to my address I gave you. Did you get my address?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Um, no, ma'am. Like I'm just gonna notate the account and you can just send in those documents, um, once you get them. So like I say, once you get the death certificate, um, you will send that in with.
[CUSTOMER][NEUTRAL] So the address on the right one.
[AGENT][NEUTRAL] Um, what are you saying [PII] City address on the, on the, her documents?
[CUSTOMER][NEUTRAL] Hold on a minute, I see, um.
[CUSTOMER][NEUTRAL] No, ma'am, on this one I see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Um, so let me give you the PO box number, um, or you can fax or whichever one,
[AGENT][NEUTRAL] So the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in the [PII]?
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you want to fax, um, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, ma'am thank you so much all right.
[AGENT][NEUTRAL] No problem, Miss [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, is it attention to anybody or just any department or something?
[AGENT][NEUTRAL] Um, you can just put claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] No problem, Miss [PII]. Thanks for calling A2. You have a wonderful day.
[CUSTOMER][NEUTRAL] OK bye.