AccountId: 011433970860
ContactId: a80e5ffd-46e0-4341-8e83-044630855b8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 939969 ms
Total Talk Time (AGENT): 387171 ms
Total Talk Time (CUSTOMER): 480674 ms
Interruptions: 8
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a80e5ffd-46e0-4341-8e83-044630855b8a_20250310T20:38_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was just calling about, I'm not sure if my wife had an insurance policy with y'all or not, but it showed up on one on 11 of my bill statements.
[CUSTOMER][NEUTRAL] My name is [PII]. [PII] is her. She's deceased now.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I was just wondering if there was a life insurance policy may have had.
[AGENT][NEUTRAL] And what makes you think she had one with us?
[CUSTOMER][NEUTRAL] With you.
[CUSTOMER][NEUTRAL] Because uh on my bank statement.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, it's got where we were paying automatic pay on that, yes ma'am.
[AGENT][NEUTRAL] From, from American Public Life.
[CUSTOMER][NEUTRAL] Uh, I'm, yes ma'am, I'm just trying to find it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And what's the name of the insured?
[CUSTOMER][NEUTRAL] It's on this paper I have, it's American Public Insurance PREM, whatever that stands for.
[AGENT][NEUTRAL] What was
[AGENT][NEUTRAL] And what, what
[CUSTOMER][NEUTRAL] American Public Insurance.
[AGENT][NEUTRAL] OK. Is it American Public or American Republic?
[CUSTOMER][NEUTRAL] Uh, it's American Public P U B L I C insurance.
[AGENT][NEUTRAL] OK. And OK. And what was the name of the insured?
[CUSTOMER][NEUTRAL] The, the name of the insurance?
[AGENT][NEUTRAL] The first and last name? The, the, the.
[CUSTOMER][NEUTRAL] Uh, oh.
[AGENT][NEUTRAL] Who was the policy under?
[CUSTOMER][NEUTRAL] The person that was maybe had.
[CUSTOMER][NEUTRAL] Maybe my wife [PII], [PII].
[AGENT][NEUTRAL] [PII]. OK. [PII] and then [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm lost, so I don't know really how to speak about it. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK. You're fine. You're fine. And give me a callback number, [PII], in case we're disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Gonna try to do a name search?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And where, where did she reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I have a social security number if you need it.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yes ma'am, let me get, I had it just a minute.
[AGENT][NEUTRAL] OK. No rush.
[CUSTOMER][NEUTRAL] Just a minute, uh, yes ma'am.
[AGENT][NEUTRAL] And sorry for the loss.
[AGENT][NEUTRAL] Our condolences.
[CUSTOMER][NEUTRAL] Yes ma'am, this is her social security number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] To a new terror on the social security card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. She left me a lot of papers and things to give me direction. She had been sick for a while and finally passed away. And when I was at her funeral, somebody came into our home and took a lot of the papers and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, documents that she left for me to have direction to go by. And I, I, I don't know what insurances she had or what, so.
[CUSTOMER][NEUTRAL] I've been watching the mail, but I also think somebody might have a key to my locking mailbox and go and get mail, you know, ahead of, yes, ma'am. So, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh wow. Mhm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, so the policies that she had with APL, I don't show that they're active. When did she, when did she pass?
[CUSTOMER][NEUTRAL] She passed away back in [PII], [PII]. Yes, ma'am.
[AGENT][NEUTRAL] What year?
[AGENT][NEUTRAL] [PII]? OK, that's what I thought I heard you say. Let me see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So the so
[CUSTOMER][NEUTRAL] I'm just
[AGENT][NEUTRAL] She had a cancer policy, uh, hospital indemnity policy, which is a medical policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the medical policy termed [PII], and then the group cancer policy termed [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Do you have a copy of the death certificate?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do.
[AGENT][NEUTRAL] OK. And what month did she pass?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So, so let me look at the group cancer policy because I'm showing that term to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] Um, well, after, well after she.
[CUSTOMER][NEUTRAL] Yes, ma'am, uh you said you met.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am, since you mentioned cancel policy, I may, I'm not sure, have already sent in some information about that, I cancel claim policy, but I'm not sure. I, you know, I'm not sure what else you have, but I just see on this paper and this could be the one that I sent in a death certificate and everything on about her. And um I got a couple of letters back at the same insurance company that it was being investigated and everything and viewed, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I send in all of her medical records from the hospital, death certificate and everything else that was asked about that. Yes, ma'am. But I, but I don't, I don't know.
[AGENT][NEUTRAL] So I'm sure.
[AGENT][NEUTRAL] OK, so, um, uh, the last, um note that I'm showing on this file was is dated [PII] and it says that they called the insured.
[AGENT][NEUTRAL] And I'm assuming maybe they referring to you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, and left a message that we have not received the affidavit and we cannot pay her claims until we receive the affidavit. So did you receive something in the mail from American Public Life?
[CUSTOMER][NEUTRAL] No, ma'am, I, I don't know what's an affidavit, [PII]? I don't know.
[CUSTOMER][NEUTRAL] I don't, I, I don't know what the affidavit is, so.
[AGENT][NEUTRAL] Yeah, so if there's not a beneficiary named on the policy, it would be the next of kin.
[AGENT][NEUTRAL] Um, and if that's you, um, there's a document that you would have to sign and have notarized.
[AGENT][NEUTRAL] By a notary.
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] Do you remember receiving something like that in the mail?
[CUSTOMER][NEUTRAL] OK, well I haven't seen that.
[CUSTOMER][NEUTRAL] No, ma'am. Some been going in my mailbox. It's a locking mailbox, but somebody got a key, I think, to that box. I need to change that but mailbox. Yes ma'am, so.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] And my name is on the death certificate, you know.
[AGENT][NEUTRAL] OK. You've already sent that to us?
[CUSTOMER][NEUTRAL] Yes ma'am, a long time back, but I wasn't sure this is the policy that I was talking about today, yeah, but it is the same policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, the notes are documented on under this policy.
[AGENT][NEUTRAL] This is the only one that she had that would apply if she does she have cancer?
[CUSTOMER][NEUTRAL] Yes, ma'am, uh, I, I'm trying, I'm gonna speak about the type of cancer she had, but it's only uh death certificate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. That's OK. I see it. I see it.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, it, it puts me in a place when I go back to her.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] I know. I know it. I totally get it.
[CUSTOMER][POSITIVE] Yes ma'am thank you I.
[AGENT][NEUTRAL] Regarding
[AGENT][NEUTRAL] So yeah it says that there was no beneficiary on file so we need the next of kin.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] List and I think that was what was mailed and so we'll see if we can get that routed if that could be emailed to you again so the address you verified is a good address.
[CUSTOMER][NEUTRAL] Yes ma'am, mail it to me. Yes ma'am. And, and about her uh um.
[AGENT][NEUTRAL] What's the address?
[CUSTOMER][NEUTRAL] That insurance policy
[CUSTOMER][NEUTRAL] [PII]. That's two words, [PII]. Yes, ma'am.
[AGENT][NEUTRAL] OK, you gave me that.
[AGENT][NEUTRAL] OK, it's that one.
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[AGENT][NEUTRAL] What was her date of birth?
[CUSTOMER][NEUTRAL] Uh, the [PII], the, the [PII], [PII].
[AGENT][NEUTRAL] OK, and I show that you were on this policy.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, she, she had, she, she, ma'am, she done so much that I didn't know anything about. But she left papers and told me and on her sick bed in the hospital, she said those papers are there that you, but, but before I could read them, somebody stole them.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] That's unfortunate if that did happen.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am, it is. It, it bothers me a lot of things missing from this house. A lot of her things, you know, that I like to keep, that they are gone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And wasn't a large sum of money in the house, but like somebody stole something like $1200 you know, yes ma'am, but I know that's a whole different story. Yes ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, so what I'm going to do is get you connected to a department that can further assist you in resending the letter.
[AGENT][NEUTRAL] And they can further explain to you what that letter is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then go from there. You may ask them if since it's something that needs to be notarized. I don't know if you can send it back to us via email or not or if they can email it to you, but you may want to ask, does it have to be mailed or can we email it?
[CUSTOMER][NEGATIVE] Well, yes ma'am, it'd be good just mail me whatever, excuse me, excuse me, ma'am, I'm talking too much.
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] Yes ma'am, I know nothing about emails and all that, but if they can send anything out and have me mail something back or get something faxed to y'all or something. Yes, ma'am, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm gonna let, I'm gonna let you speak directly to them.
[AGENT][NEUTRAL] Um, and, and just let them know, um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I'll, I'll preface the call and I'll let them know why you're calling, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am. And I, and I've got some other papers here in the home, in the house where she feel a lot when she was on a, I don't like to say death but critically ill situation here at the, at the hospital that she had to fill out, and the doctor was giving out all the kind of diagnosis from her medical and her health standpoint.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she told me, I don't know if she ever told the doctor or not, that her vision had become very impaired. So she couldn't read anything on those papers that she was filling out that she was in the hospital, maybe about a beneficiary or anything, but I got the exact papers, copies of them, all the original papers down there now. They're, they're downstairs where she scribbled. She, she couldn't stay online writing cause she couldn't see. She told me she couldn't see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] the, the, the, the cancer had, had pretty much went through a whole body and infected everything. And but I, I couldn't do it for, they would allow me to do that in the hospital. And um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] She, she did her best to write, but it's, it's, it's very cribbly. It just, it's hard to read and I don't think she's seen on that whether or not she had filled out everything to detail on point or not. And um
[CUSTOMER][NEGATIVE] She may have missed the part where it says beneficiary, and I don't see where she wrote on there about benefit, but there is a little slot on there, a little square area for beneficiary, but she was so sick.
[CUSTOMER][NEGATIVE] She was so sick in her she had suffered with this cancer for over 3 years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] End up in the hospital 67 weeks and, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, let me get you connected over to this area and then they can further assist you, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Bringing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi, [PII], my favorite person.
[AGENT][NEUTRAL] This is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you, [PII]?
[AGENT][NEUTRAL] Good. Let me give you a policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 229-2804.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] You didn't seem too happy when I said that. It's like, what is it now today?
[AGENT][NEUTRAL] I picked up on that.
[CUSTOMER][NEGATIVE] No, it's so, you know, it's Monday. It's not even work, really, it's just life.
[AGENT][NEUTRAL] I, I know.
[AGENT][NEUTRAL] I think that this, uh, who I'm speaking with is [PII]. um, he was a dependent on the policy. Uh, part one has passed away. Um there was no beneficiary named, but he is stating he is the next of kin, he's spouse.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um it looks like [PII] called and it says called insured. This was [PII], but she passed away in [PII], so maybe to [PII] left a message that we have not received the affidavit and we cannot pay her claims until we receive it. Um, [PII] says he's not received anything and he's wanting to know if we can resend whatever it is that we need it notarized, the affidavit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, so he needs to know if we need the affidavit notarized and if we can resend it?
[AGENT][NEUTRAL] He knows that we need the affidavit. He hasn't received it, and that affidavit is to be notarized, correct?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] If I'm not mistaken, yes.
[AGENT][NEUTRAL] OK, so he just needs another copy of the affidavit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he's not technical savvy. He said that, um, if, yeah, just give him our fax number to send it back.
[AGENT][NEGATIVE] He's still kind of sad about the loss, so little.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, of course.
[AGENT][NEUTRAL] So a little sensitive, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is he wanting to speak with someone about it because I mean.
[AGENT][NEUTRAL] Yeah, yeah, he's just wanting, if you could assist him in getting the affidavit resent to him, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's pretty much all he wants.
[CUSTOMER][NEUTRAL] OK, because I mean.
[CUSTOMER][NEUTRAL] There's not, and there's really not anything I can do other than tell [PII].
[AGENT][NEUTRAL] OK. Well, we can't call the examiners directly.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Got you, got you, got you. OK. OK.
[AGENT][POSITIVE] Or I would, yeah, I would. So I won't, I don't want to get in trouble.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, yeah, of course not, of course not. OK, let's see, um.
[AGENT][NEUTRAL] And so we were called to call this extension um.
[CUSTOMER][NEUTRAL] Yeah, of course, let me see.
[CUSTOMER][NEUTRAL] I'm trying to see when we send it out so I can.
[CUSTOMER][NEUTRAL] Kind of it looks like we sent an affidavit a couple of times.
[CUSTOMER][NEUTRAL] And the address on file has been verified correct?
[AGENT][NEUTRAL] Mhm. She's been, he's been fully verified.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] You know, he said that people have been taking things out of his mailbox and coming into their home and taking things. Yeah, so he said that he thinks that maybe this was something taken from the mailbox he doesn't know, but he's very kind of distraught and it's like he's just now dealing with this, and she passed away. Yeah, so, you know, anything we can do to help him.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEGATIVE] Shut up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Blessings.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, for sure, OK, yeah, I'll, um, I'll talk to him and kind of see what I can do because other than the address on file, I'm not really sure. I'll have to ask [PII] too like I'll see if there's an alternate that he might feel more comfortable sending it to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and then I'll talk to [PII] about it directly.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You, Rock. Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Here he comes.
[CUSTOMER][NEUTRAL] Alright.