AccountId: 011433970860
ContactId: 873ddba2-bd07-4207-91a8-807a8e90935e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472220 ms
Total Talk Time (AGENT): 295795 ms
Total Talk Time (CUSTOMER): 133467 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/873ddba2-bd07-4207-91a8-807a8e90935e_20250123T20:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEGATIVE] Yes, my name is [PII], and I'm calling because my mom, who passed away uh [PII] had an American Public Life insurance company policy, and I'm calling to cancel that policy.
[AGENT][NEUTRAL] OK. OK. First, give me your name again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], what's your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Do you have your mother's policy number?
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] 641-860
[AGENT][NEUTRAL] And her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and her date of birth for verification?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right. And sorry about your loss. Uh, now, when she passed away, was it due to cancer?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so do you have any claims that y'all need to file on her behalf?
[CUSTOMER][NEUTRAL] We probably do, but we've been so busy trying to care for her. I don't know if, if any claims have been filed.
[AGENT][NEUTRAL] OK, uh, yeah, so, uh, if you have some y'all can always submit any claim that you want to be reviewed on her policy even if you cancel it as long as within her, uh, effective date, you can always submit a claim. Now is it a statement set up or did she because I don't look like it was no named beneficiary around here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, so, uh, if, are y'all having a stake set up or did she have a wheel?
[CUSTOMER][NEUTRAL] Yeah, she, she did have a wheel.
[AGENT][NEUTRAL] OK, so when you, when you, when you get that, if you send in some medical bills to be reviewed due to her cancer, you can always send on a copy of that will also. Now I'm gonna get you over to customer service because they're gonna tell you what y'all need to do in order to cancel the policy. You got the claims department that's why I was telling you if you had any claims, y'all can always submit the claim on this policy along with that will, OK, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, yeah, you've been really helpful. Now, where do I, uh, where do I, uh, process the, the claim? Is there a form or something online that I can go to to begin?
[AGENT][NEUTRAL] Uh, yeah, well, I don't know what you have access to get online to get it, but we can always, uh, email you a claim form if you need a claim form, and, uh, I can email it to you if you want a claim form email it to you.
[CUSTOMER][POSITIVE] Yes I do uh this is.
[AGENT][NEUTRAL] OK, what's the email address?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] Alright, [PII]. OK, so I will email you the claim form. Now you can't email anything back to the adjuster, but once you get any claims that you want to submit submit it along with a copy of the death certificate and uh uh.
[AGENT][NEUTRAL] Will and any claim form that you want any uh bills that you want to be reviewed on her policy. Now if it's anything like chemo or radiation, you will have to submit the itemized bill along with the primary explanation of benefit if she was on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Medicare, the primary Medicare explanation of benefits because this is the state of [PII] and we would have to pay extra charges. So if you send anything like that, she was in the hospital and you're trying to get paid for daily hospital benefits, send in an itemized hospital bill for that, uh, interstate. You would have to, yeah, you would have to probably go and research and get whatever medical bills that you're trying to submit along with the Medicare EOB.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, sounds like I've got my work cut out for me. So it sounds like I'm needing all of the bills and that would suffice if I submit those bills to you with this claim form.
[AGENT][NEUTRAL] Yeah, whatever you submit, we will review. Whatever you submit and if we need additional information, you will get something back letting us know what information we need. Just make sure you send a copy of that death certificate and that will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][NEUTRAL] Now had the will been probated? Will it, will it be probated?
[CUSTOMER][NEUTRAL] Not, not at this time we have not had a chance to get that probated yet. This just happened to the time to contact all of the policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, alright, well, once you send the information they'll tell you what you need if you, you know, have something that we could be paid on the client. So let me get you over to customer service and they will tell you exactly what y'all would need to do. OK, thank you, hold on.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Appreciate you thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Mm, now I'm gonna get you to billing. That's why I'm gonna send you to billing because they're the one with they help you. Let me find billing, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII] in claims. I have Mrs. [PII] on the phone. She's the daughter of the insured. The insured passed away on [PII] and she wanted to talk to someone about canceling the policy of what they need to do to cancel the policy. The policy number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is this an individual?
[AGENT][NEUTRAL] I I don't know. I didn't do it. I just assumed they said give it to billing, so I didn't know, should it go to customer service?
[CUSTOMER][NEUTRAL] Yes ma'am, if it's an individual I only handle groups I wouldn't know what to do with hers.
[AGENT][NEUTRAL] OK, let's see. Well that look like it's individual, so hang up and I'm gonna go back to her, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. Sorry about that.
[AGENT][POSITIVE] All right. That's all right.
[AGENT][NEUTRAL] Ms. [PII],
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm gonna get you customer service. That's where you need to go to customer service, so hold on.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII]. Hey [PII], this is [PII]. I have, hey, I have Mrs. [PII] on the phone. She's the daughter of the insured. The insured passed away on [PII], and she want to know how can she cancel this policy. I verified the insured name and date of birth, and I have Mrs. [PII] call back number.
[CUSTOMER][NEUTRAL] Hey there.
[AGENT][NEUTRAL] Her callback number is [PII] and the policy number is 00641860. Can you help me with that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Miss [PII], give me one moment. Let me make sure I've got the correct policy pulled up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Miss [PII]? Aren't I Miss [PII] for [PII] bless her. [PII], OK.
[AGENT][NEUTRAL] That's the insured, uh, that's the insured.
[AGENT][NEUTRAL] Alright, alright, I'm gonna give it to you, and this is [PII] on the phone. All right, bye-bye.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye-bye.