AccountId: 011433970860
ContactId: 7ca8cf1e-4534-42eb-a5a1-ed29298c4b8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 789679 ms
Total Talk Time (AGENT): 205718 ms
Total Talk Time (CUSTOMER): 184768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/7ca8cf1e-4534-42eb-a5a1-ed29298c4b8f_20250430T20:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Yes, my name is Miss [PII], and I received a letter in the mail. It's an affidavit and hold harmless form.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I had submitted a claim on my mother's cancer policy, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Her date of death on the form is incorrect. It was actually [PII], and you all have it as the [PII]. Can I just, um, mark that out with a pen and initial it?
[CUSTOMER][NEUTRAL] Or does the form form need to be resent?
[AGENT][NEUTRAL] Um, do you have the policy number that it would have been under?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I can look it up for her last name. What was the last name again?
[CUSTOMER][NEUTRAL] I, I think it's uh 0116072.
[CUSTOMER][NEUTRAL] I think that's the latest one.
[AGENT][NEUTRAL] OK, let me see what we've got here.
[CUSTOMER][NEUTRAL] Oh found another number.
[CUSTOMER][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] Oh that's, um, let's see, 593-301.
[CUSTOMER][NEUTRAL] Yes, yes, that was the, I think that 11 was the older one maybe.
[AGENT][NEUTRAL] OK, that policy terminated [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, let me pull up uh this form. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Had you submitted a cancer form for her, is that or claim form?
[CUSTOMER][NEUTRAL] Yes ma'am, I, I had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, yes, you should just be able to initial that and put the correct date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds good so um.
[CUSTOMER][NEUTRAL] The, the
[CUSTOMER][NEUTRAL] So how much will you send the check for? Will you send it for all of the amount, or you just send it for my?
[AGENT][NEUTRAL] Um, let me see what we've received.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, hold on one moment. Sorry, my computer is running a bit slow.
[CUSTOMER][POSITIVE] Oh, no worries.
[AGENT][NEUTRAL] OK, was this for the, did she have like chemo and radiation? Um, I can't see the entirety of the claim because we're waiting on the affidavit. So what were you submitting it for? Is it like the first occurrence and the chemo and radiation?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I, I submitted biopsy, uh, I mean her surgery, uh, pathology, I guess is what I submitted.
[CUSTOMER][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] Yes, that's what it was.
[CUSTOMER][NEUTRAL] This is just her surgery, pathology.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yeah, I'm looking, hold on one moment.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine. I didn't know if I'd lost you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it doesn't have the dollar amounts entered in here, so, um, I can transfer you over to our claims department, um, but I know once we receive the affidavit back then that's when we can start processing claims, um, but they, they for some reason didn't enter in the dollar amount here for.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I think because the, so the pathology report would be correlating to the first occurrence benefit, which pays a max of 5000.
[AGENT][NEUTRAL] Um, so, and, and this is not a guarantee of payment basic outline of the policy. Um, so if we have the pathology report, the first occurrence benefit pays $5000 and then if you submitted charges for, it's like.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Radiation, chemotherapy, um, but you said there was a surgical, um,
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Uh, surgical report is what I submitted, um, but I guess my question is, uh, I mean this paper almost made it sound like you were just going to send me a third of the payment because I have two brothers, um.
[CUSTOMER][NEUTRAL] And my question is, if that's the case, then what do they, I mean, what do we need to do for them or will you just send it to me and I give it to them.
[AGENT][NEUTRAL] OK, let me see, let me see, hold on.
[CUSTOMER][NEUTRAL] That's what I'm wanting to know.
[CUSTOMER][NEUTRAL] If they're gonna have to do something on their own.
[AGENT][NEUTRAL] Right, yeah, I understand.
[CUSTOMER][NEUTRAL] Like all three
[CUSTOMER][NEUTRAL] Submit or?
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] I see. OK. Can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] OK, I'm gonna get you transferred over to our claims department. I think they'll be able to help you more with this because I'm not, I can't see the letter and I'm trying to figure out what's going on, so let me get you over there, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Concurring
[CUSTOMER][POSITIVE] Afternoon, thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team. I've got a, the daughter of a deceased member on the line. We've sent her an affidavit to hold harmless. I, I guess they're in probate maybe, but they've submitted claims for cancer and she has questions about that. Um, let me give you the policy number, if you don't mind.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] 593-301.
[AGENT][NEUTRAL] I'm talking to the daughter, Miss [PII], and I
[AGENT][NEGATIVE] I, she's asking about and I don't unders I don't understand how this works or know how it works. I guess when they maybe they're in probate, she's saying that she got a letter that said she'd only get 1/3 of the payment that pays out on these claims and then.
[AGENT][NEUTRAL] Um, what, what does she do about her other two brothers, and how does that work?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] With the affidavit she's uh it's gonna have to complete it and so she's probably gonna have to put everybody's name and address on the claim form.
[CUSTOMER][NEUTRAL] Uh, and then once the payment is being made, they'll, you know, as she said, she'll get 13, she'll get a, get a check, her brothers would each would get a check.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Depending on the amount.
[AGENT][NEUTRAL] OK, so she would, we don't need signatures from our brothers or anything. She would be the one responsible for informing us of their addresses and names. Is that right?
[CUSTOMER][NEUTRAL] I'm thinking uh if she's the one usually how it works when we did it in the past.
[CUSTOMER][NEUTRAL] Uh, whoever
[CUSTOMER][NEUTRAL] Um, notifies us or who's ever handling that claim. She would just need to list all of her, the names of all of her siblings and their names, their addresses, their date of birth, uh, and all their contact information.
[CUSTOMER][NEUTRAL] And she would need to put it on there and then she would send that form back into us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just in case she asks what.
[CUSTOMER][NEUTRAL] OK, do you need me to talk with her, speak with her?
[AGENT][NEUTRAL] Yeah, if you don't mind, I'm sorry, I've, I was a little confused on how how this works, so, um, I, I'm gonna introduce you and then I'll release the call, OK?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], I've got [PII] on the line. She's from our claim support uh team and she's gonna assist you with this, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you.