AccountId: 011433970860
ContactId: 74733d0c-780f-49cb-97fb-21d778fe8f97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514340 ms
Total Talk Time (AGENT): 220413 ms
Total Talk Time (CUSTOMER): 288492 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/74733d0c-780f-49cb-97fb-21d778fe8f97_20250507T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. How are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm doing well, thank you for asking. So [PII], um, my husband currently passed and he has an accident policy with you guys. Uh, I do have the policy number. I am the beneficiary. May I ask what information do you require?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, OK, I could definitely get that policy pulled up. We'll take a look at that. uh, first off, what was your name please?
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII] before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. And then I will go ahead and take that policy number, please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Say the policy number. One moment, I'm driving, so I'm gonna have my daughter provided.
[AGENT][POSITIVE] Oh yes definitely.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] OK, I heard uh 2581342.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, OK, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] All right, and then what was his name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII] Goodie.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] I can't stand that Rouge and this another crash.
[CUSTOMER][NEUTRAL] We went from 44 to 43 minutes and 20 minutes.
[AGENT][NEUTRAL] Alrighty, uh, so Miss [PII], I don't see you listed as the beneficiary under this policy, uh, but that's all right. Were we just needing to, um, were you needing to get the, uh, policy canceled?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] No, no, no, he passed away. His, um, company, um, are the ones that are probably be getting this. It would be with uh uh the would be Dean equipment. I know for their information, I, I show as beneficiary on their end.
[CUSTOMER][NEUTRAL] So I'm not sure what occurs with that. Yes, so I'm not sure. There's a lot in play right now because it happened, um, just not even get into the details. They provided me with you guys' information and they are playing as intermediary between uh you guys and myself. As far as I do know I was listed as beneficiary. Maybe that's something they have in company and they are going to be the ones to um.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Add that information, OK.
[CUSTOMER][NEUTRAL] But he has a beneficiary, correct? Yes.
[AGENT][NEUTRAL] I do not see a beneficiary listed for this policy, no, ma'am. Um, let's see, give me just a minute.
[CUSTOMER][NEUTRAL] Understandable. No, OK, so.
[CUSTOMER][NEUTRAL] Let me just ask, no, we, we're not, I don't want to make any changes to this policy. My question is for what you know in knowledge of your insurance policies and the policy you do have in front of you, um, he's passed. We're in the middle of taking care of the paperwork. I haven't received certificates or anything to begin processing this, but the company is the one handling this for me. For this particular policy.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Does it double upon uh the contingency? Is there an accident indemnity added to this? Is, is this a policy that doubles?
[AGENT][NEUTRAL] This is the policy number you specifically yes that is correct uh so this is an accident policy um and there is no timely filing limit so if claims do need to be filed you can absolutely still get that information to us um I would, however, um, as you know, unfortunately you're not listed on our end.
[CUSTOMER][NEUTRAL] If an accident occurred.
[AGENT][NEUTRAL] So at this present time I'm not able to disclose any of the specifics as to what is covered um however if you do get with uh his employer as you said if they have that information they can definitely pass that along to us or um of course they can also file claims on his in your behalf as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I, I do believe that's what's happening because I am working with his with the um management team in his office to take care of filing the claims. That's actually who provided me all of the information and the paperwork we're currently filling out as they have me listed as um beneficiary as they're the policy holders, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, absolutely, yes.
[CUSTOMER][NEUTRAL] Never mind. I, yeah, OK, great. So I'll reach out to them. I, my only question was, I just wanted to make sure under the terms of the accident policy because I'm the one help them fill out the paperwork for it, but I wasn't sure because there was another life insurance policy in place separate from you guys, but I wanted to be clear that this policy will double.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So this policy, so he had, I will go ahead and tell you he did have two policies with us. They are both currently active, neither are life policies. I just wanna clear up if.
[AGENT][NEUTRAL] Confusion regarding that I know it's confusing too because our name is American Public Life, but we do, uh, it's a lot of supplemental coverages so the two policies he has with us one is.
[AGENT][NEUTRAL] It's simply an accident policy. So if there were any, he was in any.
[AGENT][NEUTRAL] that the end of medical treatment, that's what that's designed to pay a benefit for. The other is a critical illness policy, so similar to that with specific critical illnesses, uh, and treatment for that. He doesn't have any life policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, no, no, I knew you guys, there was a separate company which really is throwing me for a loop. So, um, the circumstances surrounding it would apply to the ladder. Yeah, no, I, I'm, I'm, I'm finished with them, which is why I'm finally able to move on to you guys. So this would be for the latter. He was, it was an accident, which is why his company is putting it into place. But I just want to be clear with um with the benefits he is receiving for that.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, no one is clear on is it because it happened during an accident? Is it gonna double? Because I was under the impression that it was 60,000 according to his company, but is that gonna double according to your policy and protocol?
[AGENT][NEUTRAL] Oh, I understand what you're asking. I'm so sorry for the confusion. OK, so that kind of information again unfortunately as that would be in his policy I'm unable to disclose that um but yes if you can get, you know, of course that information from the employer uh we would be able to fully disclose information with you or with them you know they could simply give us a call and um we can get that information for them as well.
[CUSTOMER][POSITIVE] No worries. Understandable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Understandable. So [PII], let me ask you, with him already being uh deceased, does this change the information his company is able to add? And because the paperwork they sent me is to list my self as beneficiary for them to update in there. So I guess my question to you is, um, is it too late with the with, does that make sense or is this just a normal process what we're at what we're doing.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh, no, absolutely not.
[AGENT][NEUTRAL] Sure, no, you are perfectly fine um there is no timely filing limits uh to get claim information to us at all um I will say, and this is, you know, the group probably I was already aware of this, that, um, first and foremost what we would need is that, uh, his death certificate um and then of course they would be able to give us that uh information for you being as the beneficiary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] For sure.
[CUSTOMER][MIXED] Great, great. That's, I just wanted to clear up. Um, I finally, as you do know, whenever these situations happen, there's so much information to provide. It can all be very, especially when it occurring, you know, the way it has, um, it, it's a lot, a lot of agencies going into play. So for the first couple of weeks it was really, really confusing.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] And now that I've kind of um started to clear up some things, I, I was finally able to get around to you guys. But [PII], thank you so much. You, you are amazing. Thank you for providing that information. Um, I'll definitely reach out to them as I do know they're the intermediary um between us two. So I'll continue to reach out to them, but thank you for answering those questions for me.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Oh, you are very welcome.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Yes, you're very welcome. I'm sorry there's not more I can do at the present time, but um we'll definitely do what we can to help you.
[CUSTOMER][POSITIVE] No worries. You've done enough.
[AGENT][NEUTRAL] Alright, well, is there anything else I could help you with at the moment?
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] No, you were great. Thank you so much for your time. You have a great afternoon. Take care.
[AGENT][POSITIVE] All right, yes, you are very welcome, Miss [PII] you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright.