AccountId: 011433970860
ContactId: a5ab171a-6843-4443-a469-2f162f518b9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355390 ms
Total Talk Time (AGENT): 90235 ms
Total Talk Time (CUSTOMER): 136293 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a5ab171a-6843-4443-a469-2f162f518b9b_20250612T17:09_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I, yesterday I sent him a fax to uh get somebody taken off of my life insurance policy or taken off of my healthcare policy and to try and claim the life insurance policy I had against them. I just wanted to know if I did it right and if it was received.
[AGENT][NEUTRAL] OK, and is the policy for yourself?
[CUSTOMER][NEUTRAL] No, the policy is in my name, but I had somebody else on it.
[AGENT][NEUTRAL] OK, so are you changing the beneficiary or?
[CUSTOMER][NEUTRAL] Like I'm the
[CUSTOMER][NEUTRAL] No, ma'am, um, I'm the main policy holder and uh she passed away.
[CUSTOMER][NEUTRAL] I sent in her um death certificate with a cover letter because I needed to get her taken off of my health insurance, so I don't have to pay for her no more. And I was trying to claim cause I found out that I had a life insurance policy on her as well, which I didn't know until I called and um I was trying to claim the life insurance policy.
[AGENT][NEUTRAL] Oh, OK. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have the uh payer ID and a policy card number off of my card.
[AGENT][NEUTRAL] OK, yeah, the policy, sir, that will work.
[CUSTOMER][NEUTRAL] OK, it's uh 02475.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Looks like this policy number you gave me is for a dental plan. Let me see where the
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I don't have the actual.
[CUSTOMER][NEUTRAL] Cards for health insurance policy.
[CUSTOMER][NEUTRAL] Is there any way I can order a new one to get another card?
[AGENT][NEUTRAL] Uh, we, yes, there's cards for the dental and then for the hospital indemnity policy. Um, those are the only two that have cards.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have the dental one but I lost the other one.
[AGENT][NEUTRAL] OK, um, let me pull up the other.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Your other plan
[AGENT][NEUTRAL] OK. And then the
[AGENT][NEUTRAL] You said there was a, uh, your term life, you have a term life policy?
[CUSTOMER][POSITIVE] Yes, I have the, the help.
[CUSTOMER][NEUTRAL] The health card too.
[CUSTOMER][NEUTRAL] I, I don't know what the life insurance policy was called.
[AGENT][NEUTRAL] Um, let me pull it up real quick.
[AGENT][NEUTRAL] Then can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address, Mrs. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, just a good phone phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so you were wanting to remove [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am. I, I, I faxed the death certificate with uh a letterhead note.
[CUSTOMER][NEUTRAL] Yesterday from the library.
[AGENT][NEUTRAL] OK, let me get
[AGENT][NEUTRAL] I think, let me double check, let's see.
[AGENT][NEUTRAL] OK, yeah, it looks like, so Benefits in a card is the one who removes the, um, they, they can cancel coverage. Did you speak with Benefits in a card?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did and they sent me an email.
[CUSTOMER][NEUTRAL] With what I needed to send to them and that I'm just following up because I sent everything yesterday. I just wanted to follow up, make sure I did everything right.
[AGENT][NEUTRAL] OK, OK, um, so we're American Public Life and we process like claims and everything, but benefits in a card, they're separate from us. Um, do you want me to go ahead and transfer you over there and they can double check and see if they received it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.