AccountId: 011433970860
ContactId: 72027bf7-fca7-4c8d-8659-26f8f207d1d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 845000 ms
Total Talk Time (AGENT): 386247 ms
Total Talk Time (CUSTOMER): 322711 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/72027bf7-fca7-4c8d-8659-26f8f207d1d7_20250211T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII]. Um, my mother, [PII] Case.
[CUSTOMER][NEUTRAL] Um, passed away [PII] this [PII], and she has been, um, she has had a, uh, withdrawal from the bank for years for Philadelphia American premium premium I believe it is of $346.14.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We're trying to let y'all know that uh she has passed away. I do not have really anything other than the bank statement showing that it's been withdrawn. I know y'all probably have to have a uh death certificate sent to you or something but um I think that it might, I'm, I'm not sure I haven't checked today to see if the premium has been taken out for this month.
[CUSTOMER][NEUTRAL] It's usually taken out around the [PII] of the month, but.
[CUSTOMER][NEUTRAL] Um, I'm asking you what do we need to do?
[AGENT][POSITIVE] OK. So first off, Miss [PII], um, I'm very sorry. My deepest condolences in the loss of your mother.
[CUSTOMER][POSITIVE] Thank you. Thank you very much. She was [PII], [PII].
[AGENT][NEUTRAL] Yes, ma'am. Oh, God bless her. Wow. Wow. Well, um, OK. So you're just trying to find out about her policy that she had with American Public Life. Is that correct? And what you need to do? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I think it was part of her I think it was maybe her supplemental policy for her Medicare, but I don't know I don't, I don't know if it I don't think it was a life insurance policy. I don't know if it had anything tied to it, but I think it was mainly health, but, but I don't know that's what I'm saying. I have no idea. I've got her social security number. I've got a copy of the bank statement and it just says American public.
[CUSTOMER][NEUTRAL] Uh no, excuse me, [PII] American PREM and then LSP Nancy HK and $346.14 is what's withdrawn every month.
[AGENT][NEUTRAL] OK, and you did say that that the policy is with American Public Life Insurance. Is that correct?
[CUSTOMER][NEUTRAL] That's a diff well that's a separate one. That one's only $14.50. This one particularly says Philadelphia American premium LSP [PII] HK 340.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Now, that's
[AGENT][NEUTRAL] OK. Now, I, let me locate her policy with us. That is a different company.
[AGENT][NEUTRAL] Miss [PII] than who I'm with.
[CUSTOMER][NEUTRAL] The the.
[AGENT][NEUTRAL] The Philadelphia one? Yes, ma'am, that's not my company.
[CUSTOMER][NEUTRAL] The Philadelphia American.
[CUSTOMER][NEUTRAL] OK, well this number that I got the [PII] is the number that's listed on the website that says APL find answers to the most commonly asked questions American public.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and that's for American public life.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] That's [PII], that's American Public Life. So let me locate her. Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] My bad.
[CUSTOMER][NEUTRAL] Well, and you know
[CUSTOMER][NEUTRAL] Well, and you know what, it's under when I put in, I put in for searching I put in Philadelphia American Life Insurance and it was up under that it's got a Philadelphia American member user guide and the number under that is and it's got US but that was something else yeah I I'm sorry, so sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] Mhm. No, ma'am, you're OK. That's OK. So let me locate your mother's policy that she does have with our company.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] What company are you?
[AGENT][NEUTRAL] I'm American Public Life.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And you said that she also has a policy with us. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So, what is her what is her middle initial cause I'm gonna have to search by her name first off.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, so yes, I can help you, um, partially in what.
[AGENT][NEUTRAL] I can tell you at this point, but I will need to verify some information with you first, Ms. [PII], for security. So what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 594.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you spell, how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. So first off, if you could please uh verify Ms. [PII]'s date of birth.
[CUSTOMER][NEGATIVE] Missed [PII], my mother's.
[AGENT][NEUTRAL] I'm sorry. I'm so sorry. Yes, ma'am. Miss [PII]'s date of birth.
[CUSTOMER][NEUTRAL] That's OK. Yes.
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] OK, thank you. And the home mailing address that we would have had on file for her?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] State Highway 15 South.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] New Albany, Mississippi.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the last thing to verify would be a phone number that we would have had on file for her.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Probably a home number, I would assume.
[CUSTOMER][NEUTRAL] Yeah, but she was in a nursing home. Yeah, she was in a nursing home. Let me see if I.
[AGENT][NEUTRAL] At one point,
[CUSTOMER][NEUTRAL] Got anything that would still be in her.
[AGENT][NEUTRAL] Well, I
[AGENT][NEUTRAL] If you don't, can you verify her social, and that'll suffice.
[CUSTOMER][NEUTRAL] Yes, yes, her social was [PII].
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So I did locate a policy for her, Miss [PII], and I can give you the policy number, but I'm not gonna be able to provide you any information on it at this time. What I'm gonna do is I'm gonna give you this policy number and then I'm going to connect you over to um our customer service division and they will review what documentation you will need to submit.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To us, OK? So the policy number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 440478
[AGENT][NEUTRAL] Again, that
[AGENT][NEUTRAL] Yes, ma'am, that is correct. And you, and I will let them know the reason for your call and you will not have to re-verify any of the information when I, when I connect you.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you are very welcome. And is there anything else that I can help you with first, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that, that's how, um, well, I'll have to just go online I guess and try to find out uh another number for this Philadelphia American thing. That's who I thought I was calling so sorry.
[AGENT][POSITIVE] Yes, ma'am. I'm sorry. Yes. No, that's OK, but she did have a, you mean the no harm no foul because she did have a policy with us and um, you know, we will also need to receive that proper documentation for us. So, um, and again, my deepest condolences.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure, I understand.
[CUSTOMER][POSITIVE] Thank you. I, I really appreciate it thank you so much.
[AGENT][NEUTRAL] You're
[AGENT][POSITIVE] Yes, ma'am. You are very welcome. So again, thank you for calling APL today Ms. [PII]. I hope you have a nice day, as nice as you possibly can anyway. And uh if you'll give me one moment, I will get you connected, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, that'll be great thank you.
[AGENT][POSITIVE] All right. Yes, ma'am and thank you again for calling.
[CUSTOMER][NEUTRAL] Certainly no agent staff. Goodbye.
[AGENT][NEUTRAL] OK, I'm gonna place you on a brief hold one moment, um, Ms. [PII], give me just one second. OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] it
[AGENT][NEUTRAL] OK, Miss, I am so sorry about that, but currently the department that I was going to connect you with is in a, in a meeting. The entire department is in a meeting. Now, I can tell you that we will just, I do know that we will need a copy of her death certificate. Once you've received that, I know you probably have not gotten that yet. Um, and that, that can be emailed into us. I can give you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Right, no.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email address that you would send that to and when you do you can just reference that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That I gave you, but the email that you will send that to is [PII] yes ma'am, [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] T E A M.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] A M
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Again, that's [PII]. Are you able to email? I, I just assumed I shouldn't have assumed that you have the ability to do that. OK, all right, perfect. So that would be the easiest and quickest way to get that to us, to get that processed. Now you may also include in your request, um, Miss [PII], you know, for a call back if you want that once it's been processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In the system, if you would like and just indicate um your best callback number. And then again, if there's, you know, any particular time that's better than another for you and it will take us, you know, a few days obviously to get that processed once it's been received. But you can include that in your request if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure, then.
[CUSTOMER][NEUTRAL] Let me ask you this, if by any chance they go ahead and process a payment for the month of February.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know that um since she was alive until [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will, will they reimburse that or will they just?
[AGENT][NEUTRAL] If there
[AGENT][NEUTRAL] If there is any refund due once we receive the death certificate and it has been processed, then yes, ma'am, that would be issued, but I can't say at this point if there would be anything due.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I understand. OK, well thank you very much.
[AGENT][NEUTRAL] Mhm. But yes, and that's how the process would work.
[CUSTOMER][POSITIVE] OK, well, we appreciate your help with that and thank you so much, OK?
[AGENT][POSITIVE] Well, absolutely. Yes, ma'am. You are certainly very welcome and again, thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right. Yes, ma'am. Certainly.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.