AccountId: 011433970860
ContactId: 79ea2d69-8a45-40bd-9d4d-71283ac44f56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1573250 ms
Total Talk Time (AGENT): 557830 ms
Total Talk Time (CUSTOMER): 662906 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/79ea2d69-8a45-40bd-9d4d-71283ac44f56_20250414T17:04_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] calling. Um, I am the, uh, executor of the estate of my sister who passed away from cancer on [PII] of this year, and I need to, uh, let you all know what the details are and send you whatever you need in order to, uh, to, you know, to file a claim on the policy.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I have, uh, policy number is 100,230.
[AGENT][NEUTRAL] And do you have uh her name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] It looks like we have a different date of birth.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, it may be her husband. They had a family policy. It might be my brother-in-laws would, but he passed away in [PII] in [PII]. His was [PII],
[CUSTOMER][NEUTRAL] [PII] maybe.
[CUSTOMER][NEUTRAL] Is that what shows [PII] and [PII] on the family policy.
[AGENT][NEUTRAL] Oh, I don't have that date of birth. Um, what was the address?
[CUSTOMER][NEUTRAL] Uh, [PII], let's see what the, uh, no, wait a minute, I guess I've been looking at old letters here, uh.
[CUSTOMER][NEUTRAL] I don't know how, how late these uh were given to y'all, but I noticed you're still taking payments out of her credit or her account. So the address that I have on file that I that I'm looking at, I'm looking at all her papers because like I said, she's deceased, um, and it looks like they were one of the addresses was their uh their house [PII] [PII].
[CUSTOMER][NEUTRAL] Does that agree with what you have?
[AGENT][NEUTRAL] OK, yeah, that's what I have. OK, um.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But she's not lived there in a number of years. She lives in [PII] now or did until she died.
[AGENT][NEUTRAL] OK, let me see what we've got going on here.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] OK, I'm just reading through if you'll just give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah, it looks like this was for a cancer policy, so, um, we just need it.
[CUSTOMER][POSITIVE] that looks like this I can.
[CUSTOMER][NEGATIVE] That's correct. She died of lung cancer.
[AGENT][NEUTRAL] OK, um, it looks, we just need a copy of the death certificate, um, and then we can get this policy canceled and retroactive back to the date.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Uh, we, um, I'm, I'm, I'm submitting a claim on the policy. She died of, of lung cancer.
[AGENT][NEUTRAL] Oh, OK, OK, OK, OK.
[CUSTOMER][NEGATIVE] It's not a return.
[CUSTOMER][NEGATIVE] I'm not trying to cancel. I'm trying to, to to claim on it because it's still valid, and she died of lung cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so,
[AGENT][NEUTRAL] Is it for like a hospital claim or what, what type of claims do you have to submit?
[CUSTOMER][NEUTRAL] Was there a beneficiary? I mean, is there a beneficiary signed to the policy or what was the?
[AGENT][NEUTRAL] I don't show one on here. No, I don't.
[AGENT][NEUTRAL] So are you the, I mean, so did you take over all of her estate, I assume?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yeah, I mean you can submit it, submit a claim and then what what we would need is.
[CUSTOMER][NEUTRAL] So I don't
[CUSTOMER][NEUTRAL] OK. Now, hold the phone, hold the phone. Uh, so this is just a claim for medical expenses?
[AGENT][NEUTRAL] Yes, so this is a benefit of
[AGENT][NEUTRAL] So they have a, there's a daily hospital benefit for the 1st 60 days. It pays $150 per day and then after that, um, there's also a $300 benefit for ICU.
[CUSTOMER][NEUTRAL] I don't think that.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] What else there is.
[CUSTOMER][NEUTRAL] There must be more than that, the premiums are quite high.
[CUSTOMER][NEUTRAL] I mean it could surely, surely it's more than just a few days in the hospital and and $300 toward the ICU bill that's.
[CUSTOMER][NEGATIVE] Because the premiums are pretty steep.
[AGENT][NEUTRAL] Um, let me look. I'm, I'm looking through, it's quite an old policy. Let's see.
[AGENT][NEGATIVE] Sorry, my system is just a little bit slow.
[CUSTOMER][NEUTRAL] That's OK. Take your time, cause I wanna get this right cause that certainly didn't sound quite right to me.
[AGENT][NEUTRAL] They also had a $10,000 per calendar year for chemo and radiation benefit.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEGATIVE] Which she didn't use because she died she died within 3 weeks of diagnosis.
[AGENT][NEUTRAL] Uh, that, so those are the, the benefits on here. The daily hospital benefit, $150 per day, intensive care $300. There is the chemotherapy benefit and radiation of $10,000.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Cause again, this is, this is a cancer policy, so it doesn't have like a, it's, it's not like life insurance, it doesn't pay out for death, so.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] those, so if she was in the hospital, there's that daily hospital benefit that she could be, uh, that could be potentially reimbursed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's above, above that's after the Medicare and all that pays in, is that what you're saying?
[AGENT][NEUTRAL] No, no, we don't, that doesn't matter. That part doesn't matter. This just pays out period. It doesn't matter what Medi Medicare paid.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so that, so.
[CUSTOMER][NEGATIVE] So this is not unpaid bills. This is regardless of whether they've been paid or not by another source, is that what you're telling me?
[AGENT][POSITIVE] That's correct. Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] Because I knew it has to be a lot, because the premium is almost $500 a month. That's a lot for, you know, a little tiny policy. That's my, you know, that's because I'm seeing the, the deduction from her account in, uh, in [PII]. I just have some of her bank statements here that shows $493.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, let's see, I think that was uh by, uh,
[AGENT][NEUTRAL] I know that wasn't monthly, um, let me see what that was. It might have been quarterly, but let me check.
[AGENT][NEUTRAL] Oh, actually, yes, that was monthly. OK.
[AGENT][NEUTRAL] Um, so in order to collect on those benefits, we would need like hospital bills that show the dates of service, the bill amount, diagnosis.
[AGENT][NEUTRAL] Um, what kind of services were rendered?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So that, that's what we would need in order to process on this plan.
[CUSTOMER][NEUTRAL] OK, and then, and, uh, you're gonna refund the premiums that were withdrawn from her bank account after her passing?
[AGENT][NEUTRAL] Yes, that's what we
[CUSTOMER][NEUTRAL] Because she died on [PII] of this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you know when you sent in and notified us? I know we would need the death certificate. Does that, has that already?
[CUSTOMER][NEUTRAL] No, it's, it's taken me, well, no, I can, I'm, I can certainly, I, I didn't find out to you, y'all existed until I was able to track down through the bank, you know, what these, these little briefs and little notes on their bank statement that says who you are, and I did some research into all different banks and they finally told me the full name of your company. That was the only way I knew what you were doing. And then I dug in her files and found this letter from a while back that showed it so that I knew that it was still active because y'all were still, you know, getting payment for it.
[AGENT][NEUTRAL] OK, yeah, yeah.
[CUSTOMER][NEUTRAL] So, uh, that's why, so I haven't done anything until today. I'm just trying to, you know, find out what I need to do because that's, that's a lot of money and and premiums for, for just a few, few dollars worth of support. I'm kind of surprised. That's why I just wondered, there must be more to it, um, because it's just
[AGENT][NEUTRAL] It looks like we were
[AGENT][NEUTRAL] Yeah, it looks like from the notes that I'm reading it says we return premium from bank um bank letter order that was on [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So there should be a refund in her bank account.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Uh, well, her bank account is being closed.
[CUSTOMER][NEGATIVE] So I don't understand.
[CUSTOMER][NEUTRAL] Um, that I don't have any records that I was just there just within a week ago and I don't have it, there's no records of any deposit by y'all.
[CUSTOMER][NEUTRAL] So you, uh, so, so the bank just, so the bank failed to honor it. So is that what you're saying that they, that they didn't, they didn't send you any money? Is that what you're saying?
[AGENT][NEGATIVE] Yes, they didn't send us.
[CUSTOMER][NEUTRAL] Or you refunded the money that you got.
[AGENT][NEGATIVE] Well, it says that we returned premium from bank letter. We got a bank letter and it was ordered for us to return premium. I assume they notified us then of the death.
[AGENT][NEUTRAL] Um, let's see, draft return, account frozen, set up for additional draft.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] was in February.
[CUSTOMER][NEUTRAL] So there would have been another one in February then, right?
[CUSTOMER][NEUTRAL] So that would have been between the two nearly $1000 for March and February. It's owed back.
[CUSTOMER][NEUTRAL] And I don't know how the premiums counted on the the the month of death.
[AGENT][NEUTRAL] Well, and then the other thing that we'll need from you is something that shows that you're the power of attorney or of her estate.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm glad to submit. I'm just, uh, that's why I'm calling you. I'm trying to find out what you need so that I can, you know, can collect on the, the insurance, you know, make file a claim against the insurance that she's so dutifully kept up, so.
[AGENT][NEUTRAL] Sure
[AGENT][POSITIVE] Yes, yeah, absolutely. OK, so.
[CUSTOMER][POSITIVE] And paid a lot of money for it so.
[AGENT][NEUTRAL] Yeah, I understand. Um, so yes, if you can submit like her power, the power of attorney for her estate, um, we will.
[CUSTOMER][NEUTRAL] Well, it's not power of attorney. It's like in the letters that testamentary. That's, that's the same thing, right? It shows that I'm the executor.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Correct, yeah, so we, we would need that on file.
[CUSTOMER][NEUTRAL] Yeah, because power of attorney expires when you die. So, OK, all right, death certificate letters test, OK, copy of that.
[CUSTOMER][NEUTRAL] OK, what else?
[AGENT][NEUTRAL] And then once we
[CUSTOMER][NEUTRAL] She was in the hospital from the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she was in the hospital what? 11 days?
[AGENT][NEUTRAL] Yeah, so we would need.
[CUSTOMER][NEUTRAL] So I have a discharge summary and, and testing and everything that shows she died of cancer. Do you need that?
[AGENT][NEUTRAL] Yes, we'll need um the dates of service that she was in there. We'll need the diagnosis that it clearly shows the diagnosis codes and then like what type of services were rendered, so inpatient hospital.
[AGENT][NEUTRAL] Um, that's what we'll need from, you know, for that claim.
[CUSTOMER][NEUTRAL] OK, so regardless of not whether, whether this has been paid by insurance, by other in by her, her health insurance.
[AGENT][NEGATIVE] That's correct, yeah, that's not uh relevant.
[CUSTOMER][NEUTRAL] So, since she has the policy, all the costs, all of her hospital costs are covered by this insurance policy.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[AGENT][NEUTRAL] It's just a daily benefit of 150.
[AGENT][NEUTRAL] So that's the
[CUSTOMER][NEUTRAL] Oh, so that's just for the hospital. So that doesn't count any of the tests or anything, the tests are separate? Is that what you're telling me?
[AGENT][NEUTRAL] No, that's
[CUSTOMER][NEUTRAL] Like if she had scans and lab work and all that stuff, is that separate? Is that counted in the $150 a day?
[AGENT][NEUTRAL] That's counted in the $150 per day.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So what else do I need to send then just that she, that's all it just prove that she was in the hospital, right? That's all I need to do then, cause if that's all, it doesn't matter what, what they did while she was there.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Something is, gosh, this is, this is amazing.
[CUSTOMER][NEUTRAL] So what were the other things that were covered on the hos the policy, you know, I may need to have my attorney call but this is so it's not making sense. Go ahead, tell me what the other things that were on the, on the uh policy.
[AGENT][NEUTRAL] OK, so on this policy and not a guarantee of payment, basic outline of the policy, let me show it, so it's a daily hospital benefit, $150 per day.
[AGENT][NEUTRAL] It has an intensive care writer pays out 300.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, she was never in the ICU.
[AGENT][NEUTRAL] OK. And then there is a yearly benefit for chemo radiation therapy of 10,000.
[CUSTOMER][NEUTRAL] And she didn't have any of that.
[CUSTOMER][NEUTRAL] So that's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So we're saying that she gets $150 a day for the 11 days she was in the hospital and that's it based on this policy.
[AGENT][NEUTRAL] Based on this policy, correct.
[CUSTOMER][POSITIVE] Good lord.
[CUSTOMER][NEGATIVE] This is that, that there's something wrong here. I mean, $500 a month premium for this little bit of coverage.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah, and then the, let me make sure I'm not missing anything, um.
[CUSTOMER][NEUTRAL] This is hm.
[AGENT][NEUTRAL] Let me double check on, I see something in here on life, but I don't know what, I don't know what it means. Um, I don't have it listed in here.
[AGENT][NEUTRAL] Uh let's see let me see if I can.
[CUSTOMER][NEGATIVE] We need to check that because like I said this is the premiums are not at all in line with this kind of coverage.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Can I put you on a brief hold?
[CUSTOMER][POSITIVE] Sure. Thank you.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] You see, this is [PII] from the care team. I was wondering if you can help me look at this policy.
[CUSTOMER][NEUTRAL] Oh absolutely what's the policy number?
[AGENT][NEUTRAL] 100,230.
[CUSTOMER][NEUTRAL] Was it 100,230?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, is that [PII]
[AGENT][NEUTRAL] Yes, yes, that's right. Yeah, this is a really old policy and I'm talking, she's died. She died in January. Um, I've got her sister on the line who's the executor, which she's gonna be sending you information on that. Um, so I'm trying to figure out though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What all does this plan cover cause she wants to submit bills.
[AGENT][NEUTRAL] I see there's a daily hospital benefit for 150.
[AGENT][NEUTRAL] Um, ICU 300 per day, radiation chemo, 10,000.
[AGENT][NEUTRAL] Um, but
[AGENT][NEUTRAL] I, I guess, is there anything else on this policy?
[AGENT][NEUTRAL] Like life insurance?
[AGENT][NEUTRAL] It's so old and I don't know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right, I don't think so, but I'm pulling up the back file right now, so give me a second, let me look at it.
[AGENT][NEUTRAL] Yeah, and I'm looking at the back file too, and the only thing that confused me that I thought possibly there was some
[AGENT][NEUTRAL] Uh, possibly a life policy was
[AGENT][NEUTRAL] Let's see what page it is. It's on page 2.
[AGENT][NEUTRAL] And it had coverage applied for APL one.
[AGENT][NEUTRAL] ICC CC to our.
[AGENT][NEUTRAL] Under life insurance on number 5 of the 900/902.
[AGENT][NEGATIVE] And I don't know, I assume that there's no life insurance on this because this lady, of course, she's upset because the premium was $493 a month, and she's like, uh, I'm gonna have my attorney get on this because why are you charging her so much for such a small policy? I'm trying to make sure that I've covered all the bases on what was, what's actually available on here.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, yeah, she intensive care writer.
[CUSTOMER][NEUTRAL] Please I.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Sure, I'm not missing anything at all.
[CUSTOMER][NEUTRAL] 400 and something that's not we were.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Cancer intensive care, other.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Trying to avoid um.
[AGENT][NEUTRAL] I mean, she, I mean, I've.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I miss anything so.
[CUSTOMER][NEUTRAL] No, there's no life insurance, yeah, you, you were right when you told her.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, just making sure, um, I just didn't miss anything. Sometimes these back files are hard to read because they're so old, but um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah they are yeah.
[AGENT][POSITIVE] OK. OK, perfect. OK, well, that's what I needed. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem, uh huh bye bye.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thanks for holding. Yeah, I was just verifying. Yes, that is the entirety of the policy.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm flabbergasted. I really am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Can I get something in writing from y'all that says that because this didn't quite, it just doesn't make sense to me. There's something that's this expensive, that's $6000 a year for $150 a day in the hospital and $10,000 yearly. I mean, that's just, that's
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] That's a lot for I'm just astonished.
[AGENT][NEUTRAL] So we will need to get, so if you can submit the information of her death certificate and then the test.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Testamentary is that what you called it, yeah, so.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Letters testamentary.
[AGENT][NEUTRAL] Yeah, so letters testamentary that way we can have you on file, um, and then from there, once we receive that, then f[PII] there we can release more information.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If you need something in writing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I need something in writing that says that that's that's the entirety of her policy benefit in spite of these high premiums.
[CUSTOMER][NEUTRAL] Just because that's that just like I said that doesn't makes no sense to me at all. OK, my husband's saying it very good advice husband. He's just saying I'll just send you guys a letter along with the uh with the uh death certificate and letter copy of the letter's testamentary and then you can, I can ask you to, you know, get respond in writing as to what you know what, what the, uh, be the payoff would be on it.
[AGENT][NEUTRAL] OK, let me make
[CUSTOMER][NEUTRAL] Because all looks, what it looks like right now from what you told me, all we're looking at is, is, is 11 days in the hospital, $150 a day. That's, uh, you know, that's, that's just, that's how we like, that's not probably 2 months' worth of premiums, you know, it's all the benefits that there will be. And especially if it doesn't cover any kind of special tests and everything that she had cause she has quite a few uh hospital bills of tests that were run in physician services and all that were not covered by her insurance. And I've been paying those. So something's not right here, you know.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then let me make sure that you have our correct um mailing address and fax number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't, it may be old on those uh papers. So our address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a minute, hold the phone. [PII]. Say it again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]- say it again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, let me read this back. So the official name is American Public Life Insurance Company, is that your full, full name?
[AGENT][POSITIVE] Yes, that's correct, yes.
[CUSTOMER][NEUTRAL] OK. Um, and [PII]. And is there any, any particular uh person I should address this to or call to attention to?
[AGENT][NEUTRAL] Um, that, that will get to the correct department. We'll be able to note the file. Um, and then do you need our fax number just in case?
[CUSTOMER][POSITIVE] That would be a good idea, yeah, I might as well take it. Go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 877
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII] OK alright got it.
[AGENT][NEUTRAL] Can you give me your name one more time? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, I'm sorry, I'm not sure I ever gave it to you. My name is [PII]. I'm her, was her sister and executor. It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last and the last name is. I'm sorry?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] [PII] [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your contact number, [PII].
[CUSTOMER][NEUTRAL] OK, uh, I'm calling from at [PII]. Do you want my address as well?
[AGENT][NEUTRAL] No, that's fine. Just your number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I'm executor of her estate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna just, I just have to note our conversation of what we discussed um.
[CUSTOMER][NEUTRAL] Yes, yes, OK.
[AGENT][NEUTRAL] Let me make sure.
[CUSTOMER][POSITIVE] So I'm gonna send you all the cover.
[AGENT][NEUTRAL] I was gonna make sure this is this the only thing that you found in her documentation? I was just gonna make sure we don't have anything else at all on file. You mentioned her.
[CUSTOMER][NEUTRAL] The only thing else I've discovered, uh, but there again, you know, in a state is, you know, flying through, especially when she died suddenly, um, you know, it was, there wasn't much time to pull stuff together. So this is all I've been able to find. And I only found this because of the, the fact that it, you know, that was being withdrawn from her account every month. And so that's why I knew something, some, she had something with y'all. Some some company that was, you know, pulling out $500 a month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure, OK, OK, yeah, that's all I have on file too. OK, OK, well, yes, if we can get the information that we discussed, if you get that to us, then we can go from there.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I have your name?
[AGENT][NEUTRAL] My name is [PII], and the first [PII] my [PII] name, yes, [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][POSITIVE] This is [PII] OK, thank you. I'm gonna, I'll reference you that we had, that you were very helpful. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks a lot, [PII]. I appreciate that, appreciate the help and uh I'll get something to y'all here so we can see what we need to do on this.
[AGENT][POSITIVE] OK, sounds good. Thank you so much.
[CUSTOMER][POSITIVE] Thank you, bye bye.