AccountId: 011433970860
ContactId: 71ca4b52-fd1a-4288-9767-ed3934bef873
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507260 ms
Total Talk Time (AGENT): 141125 ms
Total Talk Time (CUSTOMER): 133788 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/71ca4b52-fd1a-4288-9767-ed3934bef873_20250609T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I was calling to, uh, see what the, um, coverage was. Uh, my mom had a policy that I had found and I was just trying to see what exactly was on it.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I do, it's GH 6475.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, let's see. What if, uh, what would the policy last name be?
[CUSTOMER][NEUTRAL] The last name it would probably be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Uh, it's [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, what state was it, or are you in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Well, I'm not pulling up any of that information in our system.
[CUSTOMER][NEUTRAL] Well, it comes out of her a checking account each month.
[AGENT][NEUTRAL] OK, um, would it have been?
[CUSTOMER][NEUTRAL] Like it's still coming out of her chest.
[AGENT][NEUTRAL] Would have been under
[CUSTOMER][NEUTRAL] It says American Public Life.
[AGENT][NEUTRAL] Would it have been under any other name?
[AGENT][NEUTRAL] Or do you have her social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yeah, I have her social.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the date of birth?
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] Oh, we've got a different. What is the address?
[CUSTOMER][NEUTRAL] Um, her, her current address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got a different date of birth, um.
[CUSTOMER][NEUTRAL] No, she, it's [PII].
[AGENT][NEUTRAL] Uh, is she available or?
[CUSTOMER][NEGATIVE] No, she's passed away.
[AGENT][NEUTRAL] OK. Um, do you have a death certificate?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] Um, let me see. What, what was her date of death?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Of this year, correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] My first and last name is [PII].
[AGENT][NEUTRAL] And you said you're her daughter, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] But I have like the whole I mean like she has
[CUSTOMER][NEGATIVE] had this policy since way, way, way, way, way back when. And I have all the, the paperwork of it. I just, I don't, I mean, I can't understand like, like she
[CUSTOMER][NEUTRAL] Um, I scribbled down a whole bunch of stuff. So I was like, well, I probably just need to call and find out since it's still, you know, it's still coming out of the checking account.
[AGENT][NEUTRAL] Right, yeah. Um, it looks like it was for a intensive care, coronary care policy.
[AGENT][NEUTRAL] Um, so, let me see.
[AGENT][NEUTRAL] So she incurred any um expenses for any types of services like that.
[AGENT][NEUTRAL] That it would have paid for those kind of services. Um, let me see what the benefit was.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] She actually died in intensive care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] Like she wasn't even in there, no time.
[AGENT][NEUTRAL] So what we'll need first, if you can, are you like her POA or?
[AGENT][NEUTRAL] Her work
[CUSTOMER][NEUTRAL] Well, actually, it's my dad. He's just, you know, like, wanted me to like take care of everything. I mean, he's sitting right here with me if you need to talk to him. But um I was just gonna do it and handle it for him so he wouldn't have to.
[CUSTOMER][NEUTRAL] You know, do all that.
[AGENT][NEUTRAL] Sure, sure. Um, let me see.
[AGENT][NEUTRAL] Got anything else on here.
[AGENT][NEUTRAL] OK, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] That of policy.
[AGENT][NEUTRAL] OK, what I can do is we can mail out um the policy certificate to your home address um that way you can look through the what's covered under the policy if you'd like to gather claims for that um prior to her date of death, um, and then can you send us the death certificate so we can get once we get the death certificate we can get the policy canceled and then um any premiums that were overpaid would be refunded.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I can. So you're gonna send me the paperwork and I just need to send the death certificate and all that back?
[AGENT][NEUTRAL] Yes, I'll send you some claim forms and then the policy certificate which outlines what's covered, and then you can start working on the submit claims for the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright then.
[AGENT][NEUTRAL] And then, um, on the, that will have our address and everything on it. So if you wanna, when you get a chance if you can just mail in that death certificate and then we'll get that account closed.
[CUSTOMER][POSITIVE] OK, alright then I appreciate it.
[AGENT][NEUTRAL] OK, well, thank you for calling APL. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] I know.