AccountId: 011433970860
ContactId: 6ba5b41e-1e26-43cf-9825-513ccecd8506
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640059 ms
Total Talk Time (AGENT): 175903 ms
Total Talk Time (CUSTOMER): 262317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6ba5b41e-1e26-43cf-9825-513ccecd8506_20250102T20:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK. This is who? Who am I speaking with?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] So, OK, so, my name is [PII]. I'm calling to report that my mother passed away over the holidays and I was calling to cancel her cancer policy that she's had for 30 years with APL.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sorry for your loss, Mr. [PII]. Do you have a policy number for me?
[CUSTOMER][NEUTRAL] Uh yes ma'am I do uh 081869.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And what's her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And is Mr. [PII] available?
[CUSTOMER][NEUTRAL] No, he passed away 23 years ago.
[AGENT][POSITIVE] Oh boy. OK. I'm sorry, uh.
[CUSTOMER][NEUTRAL] Yeah, she's, she's had this policy for 30+ years.
[AGENT][NEUTRAL] Oh, OK, I see. Um, OK, let me go ahead and get customer service on the line so they, they can make some notes and see what we can do about it, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I don't. I do have another question though. Uh, is there, uh, and the person you're transferring me to may know, but she was on hospice the last two months of her life. And uh I was wondering if there was any more claims that I needed to file. I've been filing all the insurance paperwork for her and I was wondering if there's anything else I need to file for her before we cancel this policy out.
[AGENT][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, even if you cancel, if there's anything to be filed, you can file it and we'll go ahead and look at it and see if there's something payable, and we'll go ahead and pay it. Um, it doesn't have to be active as long as the policy was active during the time of service, um, we cannot guarantee any payment over the phone, but you can just go ahead and submit the claim whenever you need to submit the claim, um, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let me check really quick and see if hospice is listed.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I'm waiting on the paperwork.
[CUSTOMER][NEUTRAL] Waiting on the paperwork.
[AGENT][NEUTRAL] Yeah, um, I'm waiting for the paperwork to, uh, pull up so I can see if a hospice is listed as a benefit.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hospice center. Yeah, I do see hospice center here, so you just go ahead and send in the claim, OK?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] I don't know what I'll have to send in, but I'll, uh, I'll see, I'll see about, see what I need to do. I know she was on hospice for the last 8 weeks of her life.
[AGENT][NEUTRAL] Mm, um, usually what we ask for is the claim form, which, uh, I think you're already, um, know about the claim form, and then from the claim form you need to add any itemized bills from from the hospice.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Uh, I don't even have the bills from hospice because they went straight through Medicare. So it may be some months before I ever get them from Medicare, you know how slow Medicare is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. Yes, um, but like I said before, even if you cancel the policy, you can go ahead and submit the claims as long as, uh, the service was rendered before the cancellation of the policy, OK? Right, let me get.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, well, she got, she got, she died on the [PII] and I didn't want to hurt her to keep paying a premium on the insurance policy after she's dead.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] I understand. Yes, I understand that. OK, let me go ahead and get customer service on the line and see what we can do about canceling the policy or what we're gonna need, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a, um, well, it's the daughter of one of the members on the line and that she passed away and it looks like the husband is also listed but he passed away as well, so they're both, um, passed away, um, and she's wanting to cancel the policy. Let me give you the policy number. It's 81869.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 81869.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me just a second to pull up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Yes, yes, [PII], mhm.
[CUSTOMER][NEUTRAL] Alright, I got it you can send her over.
[AGENT][NEUTRAL] OK, and I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] Oh, can you repeat her name?
[AGENT][NEUTRAL] It's in it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then, all right.
[AGENT][NEUTRAL] Mhm. OK. You're ready for her?
[CUSTOMER][NEUTRAL] Oh, wait, the callback number, would it be the same she's calling from?
[AGENT][NEUTRAL] Oh, it will be, uh, I know, I got it, um, [PII]. Yes. Mhm.
[CUSTOMER][POSITIVE] All right, got it. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Here she comes. Have a good day.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for holding and being patient for me. I got Miss [PII] on the line and she's gonna assist you from here, Miss.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Well, hello how are you today? Uh, I'm doing good. Uh, I was just advised that um you would like to cancel your mother's policy, is that correct? Well, she passed away on [PII], so yes ma'am, uh, we, uh, no, no longer in need of it.
[CUSTOMER][NEUTRAL] All right, Ms. [PII]. Um, so what we would need in order to cancel the policy, um, will be a copy or a picture of her death certificate, um, and we will be using the date, um, from that, from there to go ahead and cancel the policy and give the premium back, um, if any was paid.
[CUSTOMER][NEUTRAL] Mhm. OK, alright, well I've got your address, uh, and I've already I've been doing the paper filings for her and I asked the other attendant, she was under hospice care for the last 8 weeks of her death, and I'm sure there's gonna be some final bills through Medicare so and I believe the the cancer policy covers hospice care so I may be filing one more claim uh for her, uh, after I get the final bills in and she said that would be OK.
[CUSTOMER][NEUTRAL] Mhm. Yes, that is, that is OK.
[CUSTOMER][NEUTRAL] OK, alright, well just to I don't have, I don't have a death certificate yet and uh I, I'm, I've been expecting it any day but with the [PII] holidays I guess it things don't go down. Yes, everything's a little bit more days.
[CUSTOMER][NEUTRAL] So as soon as I get that I will get that in the mail to you and we can get that premium canceled.
[CUSTOMER][POSITIVE] All right. Yes, and in the case we have um any payment received after her date of uh death, uh we will go ahead and reimburse that money back.
[CUSTOMER][POSITIVE] OK wonderful and your name was [PII], is that correct? Yes, it is correct. All right, [PII], I like to write down who I talked to and the date so I'll remember next time. OK, thank you so much, [PII] and I'll get that to you as soon as I get it. Thank you very much for calling APL and I hope you have a nice day, isn't it? Thank you. Bye-bye. Bye-bye.