AccountId: 011433970860
ContactId: 9c734107-477b-4582-89ee-ccb1d7b2c194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496459 ms
Total Talk Time (AGENT): 169168 ms
Total Talk Time (CUSTOMER): 170668 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/9c734107-477b-4582-89ee-ccb1d7b2c194_20250219T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Mm, good, thank you. Not sure which department I ended up in.
[CUSTOMER][NEUTRAL] But this is [PII] from NAS and I need to confirm I'm trying to we have a group whose member passed away and I'm trying to find him on the portal and I don't find him on the OSC.
[CUSTOMER][NEUTRAL] I tried [PII], but um I got her voicemail. Is there somebody else who can help me?
[AGENT][NEUTRAL] I can help you, [PII]. What group is this for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for Mr. [PII].
[CUSTOMER][NEUTRAL] Auto and hold on because I have him pulled up.
[CUSTOMER][NEUTRAL] I should say I have the group pull off because I couldn't find anybody.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I think I've got it, [PII]. Um.
[CUSTOMER][NEUTRAL] I'm sorry. I opened up so many windows.
[AGENT][NEUTRAL] Mr. Glass and Window Manufacturing.
[AGENT][NEUTRAL] 26773.
[CUSTOMER][NEUTRAL] Yes, that one.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the insured's name?
[CUSTOMER][NEUTRAL] It could be that you guys
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see what we have here.
[CUSTOMER][NEUTRAL] It could be that you already removed him.
[CUSTOMER][NEUTRAL] Cause it looks like he passed away in January.
[AGENT][NEUTRAL] Yes, we've already lapsed him.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh, back to 121.
[AGENT][NEUTRAL] Let's see what we have on here.
[CUSTOMER][NEGATIVE] He passed away
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so on [PII], they lapsed him per notification from broker insured passed away 1-14-25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's that's when they lapsed him.
[CUSTOMER][NEUTRAL] OK, so here's my question. When I look at the census, I don't see that he had accident insurance. Do you see that he, I only show that he had a gap.
[AGENT][NEUTRAL] Let's see what he has.
[CUSTOMER][NEUTRAL] Because they're trying, they're asking me about an accident policy that uh claim that they wanna file, but when I looked it up in the census.
[CUSTOMER][NEUTRAL] They gave us, I don't see him in the accident.
[AGENT][NEUTRAL] Um, no, he had an accident policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] He did? OK, what is it?
[AGENT][NEGATIVE] Yeah, yeah, but it doesn't look like we ever received premium for it.
[AGENT][NEUTRAL] Were both policies effective [PII]?
[CUSTOMER][NEGATIVE] They should have been, yes, everything should have been effective [PII] when they moved over from another carrier.
[AGENT][NEUTRAL] OK, so in order for us to pay the claim, we would have to receive December premium.
[AGENT][NEUTRAL] And probably January premium, but here's the policy number.
[AGENT][NEUTRAL] It's 025, yeah, 025.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] 70
[AGENT][NEUTRAL] 659.
[CUSTOMER][NEUTRAL] 02570659
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then my other question. So, uh, keeping in mind that they have to pay the premium. The question is whether they can file an accident claim with just a death certificate.
[CUSTOMER][NEUTRAL] Because it's asking for the attending physician's statement and signature, and they're wanting to know if the death certificate would be enough since Mr. [PII] never left the hospital after being injured.
[AGENT][NEUTRAL] I don't know. I can get you over to our accident claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see if that would suffice. I honestly, I don't know that, [PII].
[CUSTOMER][POSITIVE] OK, no problem. I appreciate all the help you gave me so far. Thank you.
[AGENT][NEUTRAL] Not a problem. Just a moment please.
[CUSTOMER][POSITIVE] Thank you. And it would be on, right? Yeah, thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's [PII]. Yeah, [PII] knows me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, I know you too. I know you, but for some reason when anyway, I, it's one of those Wednesdays. Thank you so much.
[AGENT][NEUTRAL] I get it. I get it. I get it. Just a sec, let me get you over there.
[CUSTOMER][POSITIVE] Oh thanks.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] Good. Hey, I've got [PII] from NAS on the line.
[AGENT][NEUTRAL] And she's got some questions about an insured who had an accident policy with us. He passed away and she's needing to know if a death certificate would suffice, suffice, not suffice, suffice, um, on the gap claim form cause they're needing, I guess an attending physician signature.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So did you mean to call the cancer cure or you was trying to call the accident cue? Or is this a life claim?
[AGENT][NEUTRAL] That's an accident. I, I'm sorry, I meant to call the accident cue. Let me hang up.
[CUSTOMER][NEUTRAL] OK, no problem. Yeah, because I wouldn't know about what the accident requires when it comes to a death.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry about that. I called the wrong you.
[CUSTOMER][NEUTRAL] That's OK
[CUSTOMER][NEUTRAL] That's OK. That's OK. All right. Mhm.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII], hold on. The, um, I ended up calling the wrong queue for you, so let me get you back over to Accident, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I have got [PII] from NAS on the line. Um, she has some questions about Mr. [PII]. His policy number is 02570659.
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII] is deceased, um, and the policy is currently lapsed, but it was just effective [PII]. So I think we probably need premium before we can do anything, but she does have some questions on this accident policy.
[CUSTOMER][POSITIVE] OK. All right, you can put it in. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, uh-huh.