AccountId: 011433970860
ContactId: 9a37950c-42b3-4ded-b824-153b04ed47cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 880169 ms
Total Talk Time (AGENT): 355809 ms
Total Talk Time (CUSTOMER): 438830 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/9a37950c-42b3-4ded-b824-153b04ed47cb_20250113T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][POSITIVE] Hey, I'm doing so good. Um, I've got a Miss [PII] on the line. She's very sweet, but she is um trying to close everything out for her mother's passing and found a policy with us, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't really know what we need, so I wanted to transfer her to you. She said that the other company she's called, they've been able to use the obituary, um, but I thought we needed a death certificate and that we would need um information so showing that she was able to receive information on the policy because she wants like benefit details because her mom died of cancer. Sorry, I just gave you so much information. I have the policy number if you need it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes
[CUSTOMER][NEUTRAL] It is 880, yes.
[AGENT][NEUTRAL] And to let you know, you, I'm sorry, you are right, we do need the death certificate. I'm just saying, you know, but go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, policy number is 88963.
[AGENT][NEUTRAL] Oh, that's old.
[CUSTOMER][NEUTRAL] Um, it's so long, yeah, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Her mom actually did die of cancer, so she is, I mean, because I told her it was a cancer policy and it was still active, but that's all the information I gave on it, um, so she is wanting to, I'm assuming she'll want to make a claim and learn about the benefits, um, but I told her we would need like paperwork giving us permission to give her information on the policy, but I don't know like I know, I know sometimes it's kind of like.
[AGENT][NEGATIVE] Mhm. Yes. With her being passed away, uh, it's such a sticky situation to me, you know.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's such a sticky and I know and some people are like OK well you know you can submit this information to us and we'll pay anything out but we need you know next of kinship so there's payments that can be made like I just don't know what to tell her and I don't wanna be in the wrong, um.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] So I am really sorry because I, I am not trying to put that on you but I told her I couldn't give her any information.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Yes, no, not a problem at all. I just want you to know you were right about that death certificate, um, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] So, OK, yeah, uh, what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII] and then [PII] is her mom. And then I think that the uh the date of birth is wrong because I had to verify and the month and date didn't match, just the birth year. But I noticed some of those older policies sometimes they are kind of wrong.
[AGENT][NEUTRAL] Go.
[AGENT][NEUTRAL] Yes, a lot of times they'll use the effective date too for their birthday on these older ones, yes.
[CUSTOMER][NEUTRAL] Oh, that makes sense.
[CUSTOMER][POSITIVE] Perfect. Well, um, and then the number she's calling from is her callback number.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you. OK.
[CUSTOMER][POSITIVE] Hey, it's my pleasure, Miss [PII]. I'm gonna introduce you when we join, um, and then I really appreciate you. That's it. You're the best.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, yes.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], are you still there with us?
[CUSTOMER][POSITIVE] I am, yes, hey, I greatly appreciate your patience. I have Miss [PII] on the line she's with our customer service team and she's gonna be able to talk you through these next steps and what we're gonna need to help um get everything closed out, OK? And then just to get you the information you need as far as maybe submitting a claim, right? OK, thank you thank you hey it's my pleasure thank you so much for calling APL. It was a pleasure talking to you today.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, I understand your mother has passed away, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, she passed away of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I, I'm sorry, I am just looking through the policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I do see that it is set up on a month on a quarterly um payment like she would send us in a check every quarter to pay for it and um to lapse the policy we would have to have the death certificate but of course if it is not paid on anymore it will lapse anyway.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But as far as uh
[CUSTOMER][NEUTRAL] OK, so where, where do I is it active right now?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Is it uh active?
[AGENT][NEUTRAL] It is, yes ma'am, um, and it's paid to January the first of this year.
[CUSTOMER][NEUTRAL] Hey, what do I do? How do I do next?
[AGENT][NEUTRAL] Um, now,
[CUSTOMER][NEUTRAL] Do I just pay this premium?
[AGENT][NEUTRAL] No, ma'am, you would not, no, just do not pay that. And if we do not receive a death certificate, it will lapse due to nonpayment, um, and I will make a note that she has passed away, but we just can't lapse it until we get this.
[CUSTOMER][NEUTRAL] OK, so I
[CUSTOMER][NEUTRAL] OK, I've been, I've been going, but I do have to, OK, so let me think, um.
[AGENT][NEUTRAL] Oh no, go ahead.
[CUSTOMER][NEUTRAL] I do have the death certificate but not in my possession. They're in the mail. Um, the funeral home has sent them to me. If there's, um, all the other things I have been going through this all day with different records for her and everyone else has been able to access the funeral home and the obituary and use that as her, uh, certificate of death. Could, is that something you guys can do also?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, I'm sorry, we do not, no, ma'am, um, but we do not need an original copy, just an email or faxed copy is all that we would need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, as soon as I get it in the mail, I may be in the mail right now. I'm not sure. I'm gonna carry you with me to my post office.
[AGENT][NEUTRAL] OK, yes, ma'am. And like I
[CUSTOMER][NEUTRAL] To my mailbox, I mean.
[AGENT][NEGATIVE] And if it is not paid on in 60 days, it will lapse anyway.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, so do not.
[CUSTOMER][NEUTRAL] Well, I just, I'm I I closed out.
[CUSTOMER][NEUTRAL] Yeah, I mean, I'm walking. You can keep talking.
[AGENT][NEUTRAL] Oh OK, OK, um, but I understand you may have claims to file.
[CUSTOMER][NEUTRAL] Um, the, the diagnosis they gave her in the hospital back in [PII] was mesothelioma.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, because of her age, they did not do the biopsy because she was [PII] or [PII] at that time, but um.
[CUSTOMER][NEUTRAL] They, I do have those documents that say that and mesoprema cancer. So I just don't know what I can.
[CUSTOMER][NEUTRAL] If it's uh
[CUSTOMER][NEUTRAL] I can file it.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK, no, it's not in the mail today.
[CUSTOMER][NEUTRAL] Maybe it'll come in the mail tomorrow.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you don't mind, can I put you on hold for just a second and let me check on this, um, just to see where to go from here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. Um, I am not sure that I need to transfer this call, but I do need help, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, the policy number is 88963.
[CUSTOMER][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Yes. She has passed away and I have her daughter on the line and she is saying that she was diagnosed with cancer in May of last year and she passed away in December. Um, and she wanted to know if she could file a claim on that.
[AGENT][NEUTRAL] Um, and when I look in PIBFT, all I can see is like the daily hospital benefit. So I really don't, and I don't know that we even, I didn't really didn't know how it would work since her mother has passed away talking to her, you know, um.
[CUSTOMER][NEUTRAL] Understood, yeah. And there's nobody listed?
[AGENT][NEUTRAL] Like what can we
[AGENT][NEGATIVE] I'm not finding anybody. I've tried to look through her back file, but that thing is so big, um.
[AGENT][NEUTRAL] I haven't found anyone listed yet.
[CUSTOMER][NEUTRAL] Yep, and I don't see any as well. Well, as far as discussing the policy specifics we wouldn't. If I had to call, I would give them the general information to submit a claim and also um power of attorney.
[CUSTOMER][NEUTRAL] Or you know, the paperwork so that we can discuss it when we do receive it, but I would just give the claim filing instructions and advice because nobody's listed that we can't discuss and to send that paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, OK, that makes sense. OK, I can do that for sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, thank you. I was just kind of stuck.
[CUSTOMER][POSITIVE] All right, no problem. Anytime.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's OK. Anytime.
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, now, do you happen to have power of attorney or anything like that?
[CUSTOMER][NEUTRAL] I do, I do.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now if you could send us a copy of that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the, the problem is just not able to, um,
[AGENT][NEUTRAL] Give the just details of the policy without that due to HIPAA um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if we can receive that.
[CUSTOMER][NEUTRAL] So it's like,
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEGATIVE] It's 44 pages long.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yeah, we, we took care of that a long time ago. It is durable, mandate, general, and healthcare.
[AGENT][NEUTRAL] OK. Right. Yes, ma'am.
[AGENT][NEUTRAL] Do you think you would have ever send it in to us, or I mean.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No I I haven't, I haven't ever given this to anybody. This is the first time I pulled it out the envelope. I haven't needed it until now.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Right, right. OK, yes, ma'am. Um, if you could email that to us or fax it, whatever is easier for you, um, of course we can mail it.
[CUSTOMER][NEUTRAL] Um, I'd have to email it. I don't have a, I don't have a fax machine. What's the email?
[AGENT][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM Public.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am. That's right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And who do I send it to someone's attention?
[AGENT][NEUTRAL] No, ma'am. No, ma'am. Just care team.
[CUSTOMER][NEUTRAL] OK, so I can, I can do all that from my phone. I'll just scan it and email it.
[AGENT][NEUTRAL] Ma'am, and do you have her policy number?
[CUSTOMER][NEUTRAL] Uh, where's that paper? I just had it.
[CUSTOMER][NEUTRAL] What I do with it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can give you that, but if you would just put that in the subject.
[CUSTOMER][NEUTRAL] No, I got it. I have it. I have it. I just don't know what I do. I just had it in my hands because we were talking about, oh, never mind, here it is. OK, I have it. Uh, policy number is 9C as in Charlie 08064.
[AGENT][NEUTRAL] OK, can I give you an updated number? Then these numbers are tied together, but it would be easier for someone to find with the other number if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 888.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 963, 28.
[CUSTOMER][NEUTRAL] 888
[CUSTOMER][NEUTRAL] 382-8888
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] 963.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 88963 OK that's a reference number 88963.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I will take care of this right now and do I call you back when I do it or?
[AGENT][NEUTRAL] Now, I can give you a call back um I'm writing down your callback number is it the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh-huh.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, now it may take, it may be in the morning before I call you back because we do have to receive that and then it has to be, uh, you know, just technicality but approved, um, for us to accept it and um then I can call you back so it will probably be tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so I can also, um, I'll I'll go ahead and include the uh the the bill that I got in the mail, so that'll have all of her information on it too. OK, I will do that right now and just call me back tomorrow and let me know what I need to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] OK, yes ma'am, I sure will. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK thank you and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Bye.