AccountId: 011433970860
ContactId: 65ceae21-1140-42e9-b20e-1280f672ce66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751510 ms
Total Talk Time (AGENT): 321123 ms
Total Talk Time (CUSTOMER): 243875 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/2025/01/08/65ceae21-1140-42e9-b20e-1280f672ce66_20250108T23:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Help you
[CUSTOMER][NEUTRAL] Hi there. Um,
[CUSTOMER][NEUTRAL] I'm calling for uh in regards to uh my brother who passed away, uh, [PII].
[CUSTOMER][NEUTRAL] And he was taken out this American public insurance.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I have his son sitting here and we're just trying to figure out the.
[CUSTOMER][NEUTRAL] The insurances and everything that [PII] had.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Alright, I can help you with with that.
[CUSTOMER][NEUTRAL] We don't
[AGENT][NEUTRAL] Um, first, can I get your name and your callback number?
[CUSTOMER][NEUTRAL] OK, we don't.
[AGENT][POSITIVE] In case the call gets disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes, going [PII].
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I'll need your callback number just in case the call gets dropped. I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you [PII] I appreciate you giving me that information.
[AGENT][NEUTRAL] And then um what was the what was the insured's name you said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, thank you, sir. I'm very sorry to hear about [PII]'s passing. Um, I know it's a lot for you guys to have to figure everything out and we'll do all we can to help you along the way.
[AGENT][NEUTRAL] Uh, do you have, um, you're very welcome. Do you have [PII]'s policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, do you have his social security number and I can pull it in that way.
[CUSTOMER][NEUTRAL] Yes, his social security number is [PII].
[AGENT][NEUTRAL] OK, let me look it up by his social security number and we'll see what he has on file with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And for security reasons, can you please verify Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the physical address, phone number and email address that he had on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It should be the address and the phone number should be [PII].
[CUSTOMER][NEUTRAL] And the email.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's [PII] if he had several there there's one [PII] that we have.
[CUSTOMER][NEUTRAL] Yeah, I had several. Is it [PII].
[CUSTOMER][NEUTRAL] That's one of them.
[AGENT][NEUTRAL] No, but that's OK. You verified everything else, so let's just, let's look at the policy for you.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes, sometimes we don't know our parents' email addresses.
[CUSTOMER][NEUTRAL] Yeah I know it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is um [PII]?
[AGENT][NEUTRAL] Is [PII] there still?
[CUSTOMER][NEUTRAL] She's not with us right now in this room currently.
[AGENT][NEUTRAL] Is it [PII]
[CUSTOMER][NEUTRAL] But that's my mother.
[AGENT][NEUTRAL] OK, right, because [PII] is on, right, OK, [PII]'s on the policy and so are you, [PII], um, so what we're going to need, this is an intensive care policy and what we will need is, um, Mr. [PII]'s death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna give you an address that you can send that to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] The email address is [PII].
[CUSTOMER][NEUTRAL] How's it going?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] And you don't have to send those uh original copies you can email it to us.
[AGENT][NEUTRAL] And the email that you're gonna send it to is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I think the master.
[CUSTOMER][NEUTRAL] Could you repeat that? You're cutting out just a bit.
[AGENT][NEUTRAL] I'm sorry, it's [PII]
[CUSTOMER][NEUTRAL] You want her to call my phone.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so [PII] team.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, you've got it, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and so in the email [PII] will need to decide if she wants to continue policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Or if she wants to cancel the policy and she'll need to put that information in the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, ma'am, um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] There are um.
[CUSTOMER][NEUTRAL] This is, uh, did you say this was a cancer and a critical care insurance?
[AGENT][NEUTRAL] Intensive care and cancer, yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So they can still use this uh sending claim forms uh for.
[CUSTOMER][NEUTRAL] [PII] had had some uh incidences of cancer and um critical care.
[CUSTOMER][NEUTRAL] Can they still file on that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. There's not a a timely filing limit as long as the policy was active on the date of service, the claims can be filed.
[CUSTOMER][NEUTRAL] And how far back can they go on the claims?
[AGENT][NEUTRAL] Uh, this effective date on the cancer claim is [PII].
[AGENT][NEUTRAL] And then on the intensive care policy, the effective date on it is also [PII], so you can go as far back as [PII].
[CUSTOMER][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Of [PII], after [PII].
[CUSTOMER][NEUTRAL] And so, um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] When they go about gathering uh paperwork for that to, you know, for the claim.
[CUSTOMER][NEUTRAL] Uh, what, what do you specify that they use? Can it be, um.
[CUSTOMER][NEUTRAL] Uh, doctor's report or can't or um
[CUSTOMER][NEUTRAL] Just uh like.
[CUSTOMER][NEUTRAL] some type of statements or receipts. What do you require?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So, um, if you go to our website at [PII].
[AGENT][NEUTRAL] If you can write that down [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You go on that website and up at the top you're gonna click on claims and forms.
[AGENT][NEUTRAL] And it'll have the claim form for cancer and also have the claim form for intensive care on.
[AGENT][NEUTRAL] That website. What you will need for the cancer that's different.
[AGENT][NEUTRAL] Then the intensive care, the intensive care will have to have the physicians uh fill out their portion of the claim form. But the cancer, you'll need to have the pathology report of the first diagnosis of cancer.
[AGENT][NEUTRAL] You'll also need to have.
[AGENT][NEUTRAL] The itemized statement with diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] Where do they get those?
[AGENT][NEUTRAL] The uh the itemized statements can be, can be retrieved from the physician.
[AGENT][NEUTRAL] The physician's office where he had his where he, he had his services done at.
[CUSTOMER][NEUTRAL] And, and they would have the codes on that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So with the uh intensive care.
[CUSTOMER][NEUTRAL] Does that mean just uh like if he was in the hospital in [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Does that but there's no other hospital stay insurance with that.
[AGENT][NEUTRAL] No, ma'am. It has to be an intensive care illness.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you tell me how they pay for intensive care?
[AGENT][NEUTRAL] I am not allowed to give any information like that about the policy uh until we receive the death certificate and we'll have to give that information to Ms. [PII] because she's the spouse.
[CUSTOMER][NEUTRAL] But you can't give it to [PII].
[AGENT][NEUTRAL] No, ma'am. It'll have to be Miss [PII].
[CUSTOMER][NEUTRAL] OK, OK, we can do that then.
[CUSTOMER][NEUTRAL] Any other questions, [PII]? I don't think so.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. All right. Well, yes.
[CUSTOMER][NEUTRAL] Is there, is there a certain number that, uh, do they have a policy number that they need to ask uh if they have to call in and give you a number?
[AGENT][NEUTRAL] Right, right, let me give you the um intensive care policy number.
[AGENT][NEUTRAL] Is 64978.
[AGENT][NEUTRAL] And the cancer policy number is 857-07.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you in the note that you called today.
[CUSTOMER][NEUTRAL] I, I'm
[CUSTOMER][NEUTRAL] I'm [PII]'s aunt.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else that I can help you with today, Ms. [PII] and [PII]?
[CUSTOMER][POSITIVE] I don't think so. I think we're good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And well you guys have a blessed evening and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes thank you ma'am you too.
[AGENT][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Bye.