AccountId: 011433970860
ContactId: 70350a10-c352-434a-8e41-166201f21e34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674859 ms
Total Talk Time (AGENT): 372451 ms
Total Talk Time (CUSTOMER): 314326 ms
Interruptions: 8
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/70350a10-c352-434a-8e41-166201f21e34_20250313T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I spoke to somebody, I think about a month ago about my mom's claim, um.
[CUSTOMER][NEUTRAL] Me and her, we work for the school district which um I'm still learning the policies that she's had and um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I filled out, I got all her information. I got her or her pathologic pathological report and everything. Um I got her death certificate. I have um my information, even my letters of testamentary. Um, do I need anything else?
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Ms. [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It could
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I'm so sorry for your loss. That's, that's hard.
[CUSTOMER][NEUTRAL] Yeah, but, um, it has been 2.5 years, but um she told me like since she was still insured that time that she was battling, I never filed a claim on this, so she said that I can still.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do it, but yeah, like I tell you, like, you know, I don't care if it's like 10 years, 10 months, 2 years, like it still feel like it was last month. And me and her were so close and I tell people like, she was the person that I talked from in the morning to the time I go to bed and it just, it just.
[AGENT][POSITIVE] It, that's right. It doesn't matter.
[AGENT][NEUTRAL] Oh my gosh, you sound like me.
[AGENT][POSITIVE] Girl, I had to call my mama every night and say goodnight, you know, so I get it. And it, it, it just, you know, people say, well, it'll get easier. It's never. I'm gonna be honest with you, it doesn't get easier, but you just learn how to manage it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so, yeah.
[CUSTOMER][NEUTRAL] It doesn't, you know.
[CUSTOMER][NEGATIVE] It doesn't.
[CUSTOMER][POSITIVE] Yeah, yes, ma'am. Thank you.
[AGENT][NEUTRAL] So it's grief is hard. Do you happen to have her policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] So I don't, but I have her uh like I have her social and so I know on the paper it says her policy number which I don't, I, I have um APL as well and I don't even know my policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look it up.
[AGENT][POSITIVE] You sound like me. Yeah, I can help you with that. So I can look it up by your social if that's OK.
[CUSTOMER][POSITIVE] Oh yes. Oh yes, ma'am.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] And what was her date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, I'm a [PII] baby too.
[CUSTOMER][NEUTRAL] Yeah, so like her and my brother, I mean her and uh my brother, they have the same birthday and then I'm a [PII] baby.
[AGENT][NEUTRAL] Oh, look at you.
[AGENT][POSITIVE] That's special.
[CUSTOMER][MIXED] Yeah, I think y'all got the good birthdays and I got the sucky birthdays.
[AGENT][NEUTRAL] You know what, my sister was born in December and she says, I hate it, and she's kinda close to [PII].
[CUSTOMER][POSITIVE] Yes, I do, and they give you one person and be like, this is for birthday and for [PII].
[AGENT][MIXED] That's just wrong. You should say, OK, you can go ahead and tell me happy birthday, but I'm gonna have a celebration in July or something. Yeah.
[CUSTOMER][NEUTRAL] I see that.
[CUSTOMER][POSITIVE] Right. Yes. Yes.
[AGENT][NEUTRAL] Um, [PII], I can help you. You want me to give you her policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes ma'am, because I know on one of the papers that I'm filling out and have her policy number needed.
[AGENT][NEUTRAL] Yeah. Let me give you her policy number. It is 222.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5570.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me make sure that was through [PII] that her policy was active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um yeah, we'll need the claim form, the death certificate, your testamentarys is good. Make sure that that pathology report was included.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am. So we went to two doctors, so I have the one from [PII], and then we also went to [PII] in [PII], and I also have the pathological report from [PII] as well.
[AGENT][NEUTRAL] OK, now I'm looking her policy was active from [PII].
[CUSTOMER][NEUTRAL] [PII]. So, um my mom passed away [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yes ma'am, and I have all that information.
[AGENT][POSITIVE] Good. It sounds like you've got everything that you need.
[CUSTOMER][NEUTRAL] In there.
[CUSTOMER][NEUTRAL] OK, OK, and then do y'all need a copy? I, I printed a copy of my driver's license and all that just to verify that it is me. Do I need to include that as well?
[AGENT][NEUTRAL] You can make sure that we have your, um, if you can make sure we have your contact information as well.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] And what they'll do is it was my pleasure that what they will review your policy or the information if they need additional information they'll send a letter via email. Now it will go to her address. Are you at her address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, nobody's not at her address.
[AGENT][NEUTRAL] OK, so you might want to just put a note in there that any um.
[CUSTOMER][NEUTRAL] OK, I'll put it any contact information. OK, I'll put that on my driver's. I take a picture of my driver's license and so I'll add um all my information, my email, my address, and all that.
[AGENT][NEUTRAL] Any
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, because you know they're gonna send anything to her home address so make sure that you put.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That that address is her address is no longer valid.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then, um, so like with me, I don't know what even my cancer policy. Can we talk about mine as well?
[AGENT][POSITIVE] Absolutely. I was just looking yours up. How do you know?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] And let's see, what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] So my birthday is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] Alright, and we do have an email on file for you. Can you verify that? looks like it's your work email.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] OK, because we do have that as [PII]. Yeah, we have [PII].
[CUSTOMER][NEUTRAL] Is it that one? Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct, or do we need to, OK.
[CUSTOMER][POSITIVE] Yes ma'am, it is no, no, no, yeah, that's correct.
[AGENT][NEUTRAL] OK, cool. OK. So, I can give you your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we also have a portal.
[AGENT][NEUTRAL] So if you were ever interested, you can create a login and password you can click on your policy number to view your policy benefits and you can submit claim detail online as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what do y'all cover, um.
[AGENT][NEUTRAL] So, of course, this is a cancer policy and upon a positive diagnosis of cancer, you do have benefits. I'm checking to see if you have a screening benefit as well because
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can submit that yearly.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me just check.
[CUSTOMER][NEUTRAL] That's why I was like I have this policy that I pay every month. And with that, and then with hers, I'm like, mom, like, what, you know, and I'm just trying to, I'm still learning as I go, like.
[AGENT][NEUTRAL] Yeah, and insurance is a different animal in itself, right?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] So with your policy, you do have the cancer screening benefit that would cover your mammograms, Pap smears. It's a one-time per calendar year benefit. And we do have a cancer wellness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claim form. That's all that's needed to be completed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is on our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You have, let's see.
[AGENT][NEUTRAL] That benefit amount that is a verification of coverage and not a guarantee of payment, but you do have a $50 benefit per calendar year that we could, hey, $50 you could go eat a steak for well, almost.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, yes, OK, yes.
[AGENT][NEUTRAL] Almost.
[AGENT][NEUTRAL] And I'm showing that you have had coverage with us since [PII], so you could go back and and file if it was after [PII], you could send a claim in for form in for [PII], 23, 24, and 25.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's a new pair of shoes at least.
[CUSTOMER][POSITIVE] I know, yes, definitely. OK.
[AGENT][POSITIVE] So don't forget that benefit. That's just an added incentive for your screenings.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just complete the claim form. So if you go if you want to create that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Online account, that would be at [PII].
[AGENT][NEUTRAL] Once you have that account created, you can just click on your policy number and view your policy certificate, and you can view the benefits that are covered.
[AGENT][NEUTRAL] You can also submit the claims online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can check claim status.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can also sign up for text messaging for claims received and you'll get that notification that we've received a claim once and once it's processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you submit those claims, there's also an option for direct deposit. We can send that benefit directly to your bank account versus coming by check to your home.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then to send everything, is it the address um.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] That's right, [PII]. You can also fax it to our claims department if you want to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 248 OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, for your mom, unfortunately, they would, you wouldn't be able to create an account for her because her policy is no longer active, yeah.
[CUSTOMER][NEUTRAL] Yeah, cause she's alr[PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] But you know, anytime that you need anything regarding her claim or anything, you don't hesitate to give us a call.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][POSITIVE] Um, it has been such a pleasure to assist you, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No ma'am, I appreciate your help.
[AGENT][POSITIVE] My pleasure and thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.