AccountId: 011433970860
ContactId: a9dfdb0b-00e4-4107-b5e5-5d5606985d84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467989 ms
Total Talk Time (AGENT): 224976 ms
Total Talk Time (CUSTOMER): 186412 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a9dfdb0b-00e4-4107-b5e5-5d5606985d84_20250407T21:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] How may I
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was calling about a um policy my mother had. Um actually one I believe um is being paid to the funeral home and but there's two deductions on her account for the same um company.
[AGENT][NEUTRAL] OK. All right. So I didn't hear the first part of your call what was your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's your callback number, Ms. [PII], just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the name of the company you were calling from, ma'am?
[CUSTOMER][NEUTRAL] I'm not calling from a company. I'm calling about my mother's insurance uh policy.
[AGENT][NEUTRAL] Oh, OK. All right. And what's your mama's name, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your mother's policy number?
[CUSTOMER][NEUTRAL] I have a 01625502.
[AGENT][NEUTRAL] OK, that's 0162502?
[CUSTOMER][NEUTRAL] 5502.
[AGENT][NEUTRAL] 5502. OK, thank you.
[AGENT][NEUTRAL] OK. Um, I might have it wrong.
[AGENT][NEUTRAL] The policy number, can you give it to me one more time, please? I think I have a digit wrong.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01625502
[AGENT][NEUTRAL] OK, that's what I have but it's not pulling up her name under the policy number, that policy number.
[CUSTOMER][NEUTRAL] OK, um, is there any way you can search because like I said, I'm looking at her bank statement and it shows, um, two American public insurance is coming out, um, on two separate days.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's her social security number and I can look up her policy that way.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you let me see if I can find her like that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For the American public. This one says.
[AGENT][NEUTRAL] OK, I think I have her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, let's see.
[AGENT][NEUTRAL] OK, is Ms. [PII] there where I can verify that it's OK to discuss your policy with you?
[CUSTOMER][NEUTRAL] No, ma'am, she passed on [PII].
[AGENT][POSITIVE] Oh my, I'm so sorry to hear that. OK. So,
[AGENT][NEUTRAL] What we're going to need in order for us to cancel her policy, I'll need for you to send in her death certificate to us and I'm gonna give you an email address that you can send that in.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you, once you, yes, this is American Public. She has one policy with us that's active.
[CUSTOMER][NEUTRAL] And this is the American public.
[CUSTOMER][NEUTRAL] OK, and um I'm, I'm so I, I'm, I, once I started talking to you, I started looking a little bit harder. What the your American public, she has one with American amicable too, so that's why I was like, wait, this is the same thing, so, yeah, I, I looked again and I was like, wait a minute, OK, so this is this the one for the
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh wow, that can be confusing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, cause I can't the funeral home has one. I think they're, they've got them amicable. So this is the
[AGENT][NEUTRAL] Right. This is just the cancer policy that she has with us.
[CUSTOMER][NEGATIVE] Just the cancer popping.
[AGENT][NEUTRAL] Yes, ma'am. Once we receive that, um, death certificate from you, we can cancel the policy and any back premium that was paid after her passing will be refunded.
[CUSTOMER][NEUTRAL] And alright that's the one that um.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK, and what is the amount of this policy?
[AGENT][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] Am I looking at this right up.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] So is it, is it not a death benefit? I, I apologize. I don't know. Um, I, I just was going through papers. So this was just for insurance to pay for.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well, I don't know what this means then. It says lump sum benefit per covered insurance person.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] That's if she, she got cancer, then it would pay her a benefit for having cancer.
[CUSTOMER][NEGATIVE] She did have cancer.
[AGENT][NEUTRAL] OK. Well, you can file a claim. Oh bless your heart. You can file a claim. No, it's OK.
[CUSTOMER][NEGATIVE] She did have cancer.
[CUSTOMER][POSITIVE] OK. I'm sorry.
[CUSTOMER][NEUTRAL] I just
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] Um, no, I understand, I understand it's a difficult time for you and we can help you all that, all that we can, um, we definitely have to get that death certificate though so those premiums will stop coming out of her paycheck, I mean out of her bank account. Um, we have a website that I'm gonna give you the name of so that you can go in there and get the cancer claim form and fill out.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's [PII]. It's like the uh.
[AGENT][NEUTRAL] At the end of your care team at AM public but without care team it's just the website.
[CUSTOMER][NEUTRAL] OK, so just that, OK, so this is for the.
[CUSTOMER][NEUTRAL] Death certificate
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is for the policy, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Soon as I get that, um, it's been, um, applied for, I don't know how long it takes to come in, um.
[AGENT][NEUTRAL] Yeah, usually they take a couple of weeks, but just know that you don't have to send in that and they're expensive, those copies are pretty pricey, so just know that you don't have to send in one of those those expensive copies. You can just scan it and email it to us and that'll be fine.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will do that. Yes, ma'am. Thank you so much.
[AGENT][NEUTRAL] OK. And I wanna put in the notes um that she has passed, and can you give me the day again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] I'm so sorry about your mama passing.
[CUSTOMER][POSITIVE] Thank you, I appreciate it.
[AGENT][POSITIVE] Um, but we, like I said, we will help you all we can as far as what we need to do on this site to get, get you help, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, I appreciate you calling APL and I hope you have a blessed day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] No.