AccountId: 011433970860
ContactId: a3cdf542-29f4-488b-9226-9ee52b84093a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356329 ms
Total Talk Time (AGENT): 103279 ms
Total Talk Time (CUSTOMER): 168275 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/a3cdf542-29f4-488b-9226-9ee52b84093a_20250224T22:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I had, I have a couple of policies with you guys, but what I'm calling on.
[CUSTOMER][NEUTRAL] Is my mother's policy, her cancer policy?
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] And I was wanting
[CUSTOMER][NEUTRAL] You do what?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, I have the policy number or the policy reference number, whichever one on us.
[CUSTOMER][NEUTRAL] Trying to find out if it was still intact because.
[CUSTOMER][NEUTRAL] The receipt I have here is I paid it in [PII].
[CUSTOMER][NEUTRAL] And I was, my mother, she passed away but of cancer, but she's had uh.
[CUSTOMER][NEUTRAL] Dementia and I don't, I'm trying to find out if we've kept the payments up on that policy or not.
[AGENT][NEUTRAL] OK, yeah, let's take a look. What's the policy number that you have?
[CUSTOMER][NEUTRAL] You want the, the, I've got the policy which is 00.
[CUSTOMER][NEUTRAL] 527237
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then if I could verify her uh first and last name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what was her date of birth?
[CUSTOMER][NEGATIVE] Oh [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me ask my wife.
[CUSTOMER][NEUTRAL] Yep it's uh
[CUSTOMER][NEUTRAL] I think it's March, when's mom's birthday, [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, you asked me to stump when I'm glad you didn't ask what my wife's birthday was.
[CUSTOMER][NEUTRAL] I think it's not.
[CUSTOMER][NEUTRAL] Uh, I'm on here. Let's see if I can forget it.
[CUSTOMER][NEUTRAL] Get card here.
[AGENT][NEUTRAL] Or do you know what address you would have had on file?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Address
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so it looks like the policies that the policy she had with us, this one, it did terminate in [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] O.
[CUSTOMER][NEUTRAL] I don't, I don't guess there's any way we can pay that up, is there?
[AGENT][NEGATIVE] No, it's too far.
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEGATIVE] Too far lapsed unfortunately at this point. There's usually like a 30-day period that they'll allow you to reinstate.
[CUSTOMER][NEUTRAL] Yeah, cause she's, there's no cos we're finding male that she's had.
[CUSTOMER][NEUTRAL] All over the place.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] How much was that policy? What was it worth, you know?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I can pull it up and take a look here let me see.
[CUSTOMER][NEGATIVE] See how sick I'm gonna get.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So if I paid that for 12, 5 or 22 then did that pay for the [PII] year and then probably [PII] I should have paid again for 24, is that how that works?
[AGENT][NEUTRAL] I don't, yeah, I would have to look and see. Let me see what the, how the payments were being made on this. Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it looks like you were just making the premium payment once a year, um, and the bill was being sent, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, so the lump sum benefit amount on the policy was 5000, it looks like.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that would have been paid out, yeah, for any, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cancer diagnosis at the time.
[CUSTOMER][NEUTRAL] I don't know this, yeah, I don't know the, the specific, you know, cancer, but it was she had two tumors in her brain.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And they last year in October of last year, she had the MRI and it showed nothing.
[CUSTOMER][NEUTRAL] And so we run one in December and then she had those two tumors and then she passed away in January.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Yep, alrighty, I was just checking to see.
[AGENT][POSITIVE] Not a problem. Anything else I can do for you?
[CUSTOMER][NEUTRAL] Uh, I'm gonna look at. I don't have mine in front of me, but I'm gonna see about playing mine yearly. I'm gonna look it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll, I'll probably call back when you send me another bill.
[AGENT][NEUTRAL] OK, sounds.
[CUSTOMER][NEUTRAL] So I have to.
[AGENT][POSITIVE] Sounds good, [PII]. I said, sounds good.
[CUSTOMER][NEUTRAL] Do what?
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] All right. Well, thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] We'll talk to you later.
[AGENT][NEUTRAL] Mhm. Bye-bye.