AccountId: 011433970860
ContactId: 983e013b-5da7-4f4b-ba5c-ff8648dff853
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330130 ms
Total Talk Time (AGENT): 152230 ms
Total Talk Time (CUSTOMER): 113753 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/983e013b-5da7-4f4b-ba5c-ff8648dff853_20250318T21:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, [PII], this is [PII] with [PII]'s policy. Um, she and my dad were on, uh, I guess a cancer policy with y'all. He passed away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On [PII] of this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm so sorry to hear that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you happen to have that policy number available?
[CUSTOMER][NEUTRAL] There's a piece of paper in her folder that has a very faint 108809.
[AGENT][NEUTRAL] Let's see if I can.
[CUSTOMER][NEUTRAL] On a claims
[CUSTOMER][NEUTRAL] And I'm guessing that that's it.
[AGENT][NEUTRAL] And you said her name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is her uh mailing address?
[CUSTOMER][NEUTRAL] Her mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking on something for you. Bear with me just one second. Now, is she available to give me permission to speak with you, [PII]?
[CUSTOMER][NEUTRAL] No, you know, she's at a doctor's appointment. I'm just trying to figure out how we need to give y'all notice about this. Obviously I would assume that her premiums would be adjusted.
[AGENT][NEUTRAL] Yeah, so actually what you'll need to do would be just, have you gotten the death certificates yet?
[CUSTOMER][NEUTRAL] I'd have
[AGENT][NEUTRAL] OK, you can actually send that into our customer service department. I can give you a fax number and that is the policy number.
[CUSTOMER][NEUTRAL] Oh OK good so what's the fax number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 0911.
[AGENT][NEUTRAL] And if you'll put that policy number on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you the daughter?
[AGENT][NEUTRAL] OK, I'm gonna put that in the notes. What is a good callback number in case they need to contact you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would just put that um policy number on the fax, if you wanna fax it to him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they'll get that paperwork.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Started and
[AGENT][NEUTRAL] They'll probably send a letter to your mom.
[CUSTOMER][NEUTRAL] Um, we're getting her mail, so that's fine. Um, he had been diagnosed with CLL, um, it's one of the many things that was going on with him at the end. Is that the type of thing that this policy would cover or no?
[AGENT][NEUTRAL] This is only uh benefits for a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] Yeah, he had chronic lymphomatic leukemia. That's the CLL that older people get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, yeah.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Just checking. So if we can get the pathology report where he was first diagnosed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, any treatment charges, we'll need an itemized bill for the treatment charges.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um.
[AGENT][NEUTRAL] Hospitalization charges as well we need an itemized bill for the hospitalization charges.
[CUSTOMER][NEUTRAL] It's one of the conditions he had several, um, and so they were um finishing up some blood work to see about a treatment process for him for this, um, so I don't know that that hospital stuff would help, but I can get the other stuff. Is a copy of it OK?
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Alright, I will request that from his um hematologist that he was sitting here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I fax that kind of all together?
[AGENT][NEUTRAL] You know the, the claims the claim you can fax that would need to come to our claims fax number and I can give you that number as well and you can just put a copy of the death certificate in there and then send just the death certificate to customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To that other
[AGENT][NEUTRAL] Yeah, and our claims fax number is 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right. I sure appreciate your help. Thank you so much.
[AGENT][POSITIVE] It's been my pleasure, and y'all call us if we can be of further assistance, and that 108-809 is the correct policy number.
[CUSTOMER][POSITIVE] Oh excellent thank you so much.
[AGENT][POSITIVE] And thank you, Ms. [PII]. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.