AccountId: 011433970860
ContactId: 672a8281-d885-4ba8-94ed-912d935dac49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 822690 ms
Total Talk Time (AGENT): 316775 ms
Total Talk Time (CUSTOMER): 252688 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/672a8281-d885-4ba8-94ed-912d935dac49_20250403T16:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh yes, my name is [PII], and uh I had filed a claim on behalf of my mom's cancer policy, and I have received a text yesterday, I believe.
[CUSTOMER][NEGATIVE] It said your claim is now complete reference the following claim number and log in to view your claim details. I tried to log in and it and reset the password, but it's not working and I'm not sure what's why it's not working. I tried several times, but anyway.
[AGENT][NEUTRAL] OK, so [PII], you're calling on behalf of your mom's policy and a claim for your mother, is that correct?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[AGENT][NEUTRAL] OK, so, um, and you have a question regarding the review of the claim and you said you were not able to reset the password for the portal?
[CUSTOMER][NEUTRAL] Well it just said it was now complete uh the text said your claim is now complete reference the following claim number and log in to view your claim details and so that was what I was trying to do but it wouldn't allow me to log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, Ms. [PII], I can assist you with, uh, partially with some of this, but before I can give you any information though, I will need to pull your mother's policy up and verify some things with you for security. So what is a good callback number first off for you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well you can call the the landline which is [PII].
[AGENT][NEUTRAL] OK. And what is your mom's policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 593-301
[AGENT][NEUTRAL] OK, one moment please while I get the information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, I had, I had sent that information in and sent the death certificate in and then received an email back.
[AGENT][NEUTRAL] OK, now
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And said you all would be contacting and, and then I got this text so.
[AGENT][NEUTRAL] OK. All right. So just one moment, please.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], any information that I provide would be a verification of benefits and not a guarantee of payment. So if you could please verify your mother's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you and the address that we would have had on file for her?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I, I, um,
[AGENT][NEUTRAL] There's certain things that, yeah.
[CUSTOMER][NEUTRAL] It could have been
[CUSTOMER][NEUTRAL] Well, I, I'm just, um, her, her original mailing address was [PII], but as she got sick, we moved her mail to my brother, so I don't know which one you have, which was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did have her, OK, so we have her PO box on file. And what was the phone number for your mom?
[CUSTOMER][NEUTRAL] Uh, the same one I just gave you the [PII].
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, thank you. And that'll be all of the uh information that I'll need to verify with you. OK, so give me just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So I can see that there has been a benefit paid on this claim.
[AGENT][NEUTRAL] Um, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the benefit now the benefit has been mailed to that PO box that we have on file for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the [PII].
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Um, well, that one no longer exists.
[CUSTOMER][NEUTRAL] Um, but maybe I can let the post office know and if they get it, they can contact us, um, otherwise if they come, if they come back.
[AGENT][NEUTRAL] Yes, because that, that was just.
[AGENT][NEUTRAL] OK. So if there needs, um,
[CUSTOMER][NEUTRAL] Well, if you can send it to her um actual physical address.
[CUSTOMER][NEUTRAL] Um, that would work as opposed to her post office box address.
[CUSTOMER][NEUTRAL] Which is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, let me look to see.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] I'm just gonna look up some additional information to see.
[AGENT][NEUTRAL] Bear with me just a moment
[CUSTOMER][NEGATIVE] Yeah, all those are kind of confusing.
[AGENT][NEUTRAL] OK, so just a moment.
[AGENT][NEUTRAL] Please bear with me.
[AGENT][NEUTRAL] OK, if you don't mind bearing with me for just a moment, I'm seeing if there's anything um.
[AGENT][NEUTRAL] That we can do at this point.
[AGENT][NEUTRAL] related to that PO box?
[AGENT][NEUTRAL] But I don't know if I can. I'm I'm just checking to see, but I don't, I don't know.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Well, uh, who was the check made out to?
[AGENT][NEUTRAL] It was, it's also made out to her. Mhm.
[CUSTOMER][NEUTRAL] Do you, are you
[CUSTOMER][NEUTRAL] Oh, well, she, she didn't have um
[CUSTOMER][NEUTRAL] I, I, when I spoke to them before, I tried to explain this. She didn't have anything that went through probate. Um, she just had a trust and a land trust and so
[CUSTOMER][NEUTRAL] I mean we won't be able to cash the check if if it um.
[CUSTOMER][NEUTRAL] If it goes through her name.
[AGENT][NEUTRAL] OK, look
[CUSTOMER][NEUTRAL] I mean, is there, is there a way you can change that too and then change the address?
[AGENT][NEUTRAL] OK. What I'm gonna need to do.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Um, what I'm going to do is I'm going to send a request, um, Ms. [PII], as high priority to have someone to look at this and to, um, reach back out to you regarding that. The phone number that is the [PII], I know that's the landline, but is that the best number that someone could reach you at?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, it's the best number if I'm home, but I mean the, the, my cell is just [PII].
[AGENT][NEUTRAL] Alright, give me that number one more time. [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's your cell. OK. [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, that sounds correct.
[CUSTOMER][NEUTRAL] Correct, yes, I just don't have great service always, so when my phone may not even ring.
[AGENT][NEUTRAL] Sure. I, no, I understand if you, you must live kind of far out or in the country.
[CUSTOMER][NEUTRAL] Sometimes, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm familiar with how that can be. My mother lives out like that. So I understand it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But what I'm gonna do is I'm gonna go ahead and send um an urgent request to have someone see if there's any possible way that this can be changed. I don't know that it can be at this point, but I will put this, you know, again, as a, a high priority.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To be looked at.
[AGENT][NEUTRAL] For someone to call you back.
[CUSTOMER][POSITIVE] OK, OK, well, I appreciate that.
[AGENT][POSITIVE] Well, you are certainly very welcome. Yes, ma'am. So, is there anything else, Miss [PII] that I could help you with and I'll include both of your numbers in my request.
[CUSTOMER][NEUTRAL] OK great um well just the logging on part um what do I need to do?
[CUSTOMER][NEGATIVE] To be able to log on and like I said, it wouldn't let me reset the password.
[AGENT][NEGATIVE] Right. It's not going to, yes, because the policy is no longer active, is why you can't.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yes, so it's not going to allow you to do that. Um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For security measures, once the policy is no longer active, then you no longer have access to that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me look at one more thing. OK, so yes, ma'am, but I'm gonna put the request in now and uh is there anything else at the moment that I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's all. That, that's it.
[AGENT][NEUTRAL] OK, Ms. [PII], and unfortunately I know we all get so many robo calls and spam calls we don't know when or when not to answer and I can't tell you what phone number it's going to come from, um, when we do call you back because we have a lot of different phone numbers, it will not be the [PII] number though that you called in on.
[AGENT][NEUTRAL] I can't tell you that. So, unfortunately, you may be subjected to.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Some unwanted calls.
[CUSTOMER][POSITIVE] Oh yes, absolutely. There are a lot of those that character.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] They, yes, ma'am, there certainly are.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So it won't say American public or anything, it won't.
[AGENT][NEUTRAL] I honestly, I don't know it.
[CUSTOMER][NEUTRAL] It necessarily identify.
[AGENT][NEUTRAL] Yeah, it may not say that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll just try to answer.
[AGENT][NEUTRAL] OK. Well, I'll have them to, um, I, I will, I will include both numbers and let them know which number is which as well.
[CUSTOMER][NEUTRAL] Uh it's important
[CUSTOMER][POSITIVE] OK, appreciate that, yes.
[AGENT][POSITIVE] OK. Well, you're very welcome. So again, if that's all that I can help you with at the moment, thank you very much for calling APL and I hope you have a really nice rest of your day.
[CUSTOMER][NEUTRAL] You too. OK, bye-bye.
[AGENT][POSITIVE] Thank you, Miss [PII]. All right. Bye-bye.
[AGENT][NEUTRAL] Oh, Miss [PII].