AccountId: 011433970860
ContactId: 9185982a-d15a-48f2-a7e8-a5952b4fdbef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1129119 ms
Total Talk Time (AGENT): 404532 ms
Total Talk Time (CUSTOMER): 423650 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/9185982a-d15a-48f2-a7e8-a5952b4fdbef_20250127T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I am calling to, uh, send in the paperwork. I'm sorry, I teach school, that's a bell ringing. Um, I'm calling to send in paperwork for my mom's, uh, cancer claim. She passed away in November, and I spoke to [PII] in December, and she said I needed like my letters of testament to send in with all that. So I've got everything I think I need um to send in to y'all. I just want to double check how
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How I need to do all this.
[AGENT][POSITIVE] OK, yeah, let me get you, do you have the address or do you need that? I'm happy to provide that.
[CUSTOMER][NEUTRAL] Um, let me tell you what I have. I have the [PII].
[AGENT][NEUTRAL] Yep, that is correct, yep, [PII], [PII] yep.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. And I have, so.
[AGENT][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh, no, no, go ahead.
[CUSTOMER][NEUTRAL] OK, so this is what I, this is what I had together, and we finalized like the will probate all that last week. So I had the cancer claim form. Um, I have like the page that has the instructions. Then page 2 is the cancer claim form, and I wrote a policy number on that. I have page 3, which is just details about states. I have page 4, I'm the executors, and so I've signed that.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I have all the pages of the things. So the hospital bills, chemo, radiation, all that. So, um, death certificate, I already faxed it in, but I can send, I think I need, don't need to send you an official copy? Is that right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, mhm, correct.
[CUSTOMER][NEUTRAL] OK, I can do that. I've got that. And then of the probate, I have the, the, the first two pages are the succession pages and have my name on them. Do you need the entire wheel or do you need just those couple of pages?
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Um, let me double check. I feel like just the first couple pages should work. Let me see.
[CUSTOMER][NEUTRAL] I think so too. I mean, I don't wanna send you a bunch of junk that you don't need.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][POSITIVE] Yeah, the first couple of pages should be just fine, it looks like, yeah.
[CUSTOMER][NEUTRAL] OK, and then I have an official state birth certificate, death certificate. So now the will, I can just these, these probate testament letters, they were legal size. I just shrunk them down to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Paper size so I could print them, is that OK?
[AGENT][POSITIVE] Yeah, that, yeah, no, that should be totally fine, absolutely.
[CUSTOMER][NEUTRAL] OK, and then I just mail this to y'all and then what happens? Um, because they're 4 I'm the executors but I have 3 siblings so I didn't know how that worked after.
[AGENT][NEUTRAL] Um, so yeah, once you mail it to us, I would give it.
[AGENT][NEUTRAL] Probably where are you mailing it from?
[CUSTOMER][NEUTRAL] [PII] and [PII] said it'll take a little time because like legal department has to look at it and all that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, so I mean if you wanna call if you're the executor and everything on everything you'll be the one that um can call and check on everything if you wanna just get like a status update on kind of like what's going on you're more than welcome to call us and just check and see, make sure we got everything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, make sure you know, and they'll definitely reach out if there's any sort of concerns. Is there any place, I believe there's a place like for contact as far as like a phone number or something.
[CUSTOMER][NEUTRAL] I think I put that on um well it's her number.
[CUSTOMER][NEUTRAL] Oh, I wonder.
[CUSTOMER][NEUTRAL] Information about the insured.
[CUSTOMER][NEGATIVE] Hm there's nowhere for me to put can should I just write it on the bottom under where I signed because there's nowhere on the form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you know,
[CUSTOMER][NEUTRAL] It just asks for her information.
[AGENT][NEUTRAL] I would maybe do that or put like a sticky note on there, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way there's some sort of contact yeah because if they need anything like the claims examiner can then just reach out to you directly and um you know then maybe you guys can just communicate to get that handled if there were anything additional um so yeah I would put an email and a phone number on there.
[CUSTOMER][NEUTRAL] OK, I can do that. Now, do you know, and if you don't, that's fine. I am the executor, but we are, I don't know that. How does the pay my siblings are going to ask about the payment? I'm the least concerned about that. But they, will it come as 4 checks or will it come as one in mom's name, and then we split it? How does, how does that work?
[AGENT][NEUTRAL] Yeah, I'm pretty sure it would come as just one to whoever the executor was, and then you would just split it, yeah, yeah.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Do you know, and this is, um, I'm asking a zillion questions, I'm sorry. Um, do you know, is this like life insurance where it's not taxable? I'm just concerned if it's just in my name. I don't want to be taxed, like, I just don't know how that works. Um.
[AGENT][NEUTRAL] Right, um, I am not 100% sure. I do know that like with lump sum payments, like we do send out um like 1099 1095 forms for tax purposes, you know, uh.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Am I able to send in all 4 of our names?
[CUSTOMER][NEUTRAL] And it possibly have 4 checks. I mean, if it comes in my mom's name, that's fine because I'm on her checking account and have been for decades. But, and I could deposit it and then disperse. I just am trying to figure out how all this works. And
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, let's see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Because I can send in everybody's name like I did for the APO life insurance, if need be.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Let me just double check on this and see um.
[CUSTOMER][POSITIVE] OK, because I can send that other stuff if you need it, yeah.
[AGENT][NEUTRAL] And just make sure, cause I'm
[AGENT][NEUTRAL] Right, because I'm not 100% like I feel like it would just be the single check but let me see if it's gonna come in her name or if it would be in yours since you're the one that's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that would be wonderful, yes.
[AGENT][POSITIVE] Yeah, absolutely. OK. Did you have any other questions or anything else before I check on that?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] No, that's, I mean, that's really it. It's just trying to figure out how it's gonna, and I know it may take a little. I mean, we're not, I, I get that it's a process. So, um, I just needed to know so I can let them know if how to expect it. Um, so, OK, thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] All right, thank you so much for your patience on that. Can I get, do you have her policy number there?
[CUSTOMER][NEUTRAL] I sure do. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, uh, 708.
[CUSTOMER][NEUTRAL] 349
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what was your mother's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Um, her date of birth was [PII].
[AGENT][NEUTRAL] OK, and you're [PII], correct?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright [PII], so I'm gonna get somebody on the line in customer service, um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because um they should be able to help in regards to any of that. I just wanted to have all of her policy information up here. Um, is this [PII] a good call back in case something happens on the transfer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK awesome alright one moment let me get somebody else on the line and I'll be they'll be right with you thanks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] that person.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Large.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][POSITIVE] Good morning [PII]. This is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm good, thanks for asking. Um, I have somebody on the line. Her name is [PII], and she is the daughter of an insured that's passed away.
[AGENT][NEUTRAL] She just has some questions about she's sending in some claim information and she has some questions about the payment and how that's sent out. I was wondering if you could help her with that.
[CUSTOMER][NEUTRAL] Have the claim payment sent out?
[AGENT][NEUTRAL] Yeah, so she's filing some paperwork I guess on the cancer policy, and she was wondering when the payment comes if it would be in the name of the insured, her mother again has passed away or if it would be in her name like how that works.
[CUSTOMER][NEGATIVE] You would have to send her to the claims department. Customer service doesn't know how they handle those claims.
[AGENT][POSITIVE] OK, I'm sorry, I was told to call customer service. I'm sorry.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No, it's, it's because if it's a claim and they're paying out, I think if she's not on the pol usually it's a beneficiary, but she's not on the policy. I think claims has to send something out and they handle that part. We, we handle refunds if she's wanting to know about canceling the policy and a refund on the policy, I can help her with that, but I can't help her with the claims question.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As for payment, sorry.
[AGENT][NEUTRAL] OK. No, that's OK. That's my bad. Like I said, I was, I thought I was calling the right place. I will call over to claims.
[CUSTOMER][NEUTRAL] They probably didn't yeah, they probably didn't understand what you were saying. That's why I was trying to make sure you were saying claim and not refund, um, but if she's wanting to cancel the policy, we do need a copy of the death certificate, and then if there's an overpayment, we send it back to whoever's on there as far as.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] All right, [PII], let me know if you need anything else. You're welcome, hon.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks, [PII].
[AGENT][NEUTRAL] [PII], I just wanted to make sure the paperwork and everything that you're sending in is for claims while she was still um receiving like treatment and stuff like that so that's what we're sending in documentation for, right?
[CUSTOMER][NEUTRAL] Yes. So it came in after she passed away. So, yes. So it's all through, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you the date.
[CUSTOMER][NEUTRAL] [PII], and she passed away on the [PII]. So we didn't have all this.
[AGENT][NEUTRAL] OK, alright, um, alright, let me, I had reached out to customer service, but they said I need to call claims if it's for claims so let me reach out to somebody over there. OK, I just wanted to make sure one second.
[CUSTOMER][POSITIVE] Yes, it's clean.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] over in customer care. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm good and you?
[AGENT][NEUTRAL] I'm good, thank you. I have, uh, [PII] on the line. She is the daughter of an insured. The insured has passed away, and she has some questions about payment for some claims. She's filing claims um during the time her mom is receiving some cancer treatment, and she just wants, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] While you, oh, I'm sorry to interrupt you, [PII], why you telling me that information, can you give me the policy so I can be looking at the policy while you're telling me uh the information that you need to relate to me.
[AGENT][NEUTRAL] Absolutely, that's gonna be 708.
[AGENT][NEUTRAL] 349.
[CUSTOMER][NEUTRAL] OK, alright, and what's her mother's name?
[AGENT][NEUTRAL] And the entrance, uh, [PII].
[CUSTOMER][NEUTRAL] OK, and when did her mother pass away?
[AGENT][NEUTRAL] She said on the first.
[CUSTOMER][NEUTRAL] Of this one?
[AGENT][NEUTRAL] Uh, January, I believe, yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yeah, OK, so um, I'll just make a note of that. OK, alright, so continue on, so her mother, they filed some claims and she's checking the status of these claims.
[AGENT][NEUTRAL] Um, no, she actually has just now gotten all this paperwork together. It's claims from like back in starting in October, so she's got all the paperwork together to send into us. Her question is when the payments are sent out, how is that gonna be issued? Is it in her mother's name? Is it, can they be in her name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well you know that that that depends on, I'm sorry, that depends on if it's a beneficiary listed on the policy that's the first thing. So if there is no beneficiary listed on the policy, then the, the, the policy is we have to have her submit a list of next of kin with everybody the living children's names, dates of birth, address, but I can let her know that, but that's how that goes.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, yeah, so she's happy to submit all that. She just, yeah, I didn't know how to do that or what she needed to submit, so.
[CUSTOMER][NEUTRAL] OK, no problem. Do you have a callback number for her?
[AGENT][NEUTRAL] Yes, ma'am. It's gonna be [PII] and we're speaking with [PII].
[CUSTOMER][POSITIVE] OK, [PII], OK, thank you. All right.
[AGENT][POSITIVE] You're welcome. Here she comes.
[AGENT][NEUTRAL] Just a second, my computer's being crazy, of course, what's going on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm. It happens.
[CUSTOMER][NEUTRAL] Hello.