AccountId: 011433970860
ContactId: a9f358c6-bd9c-4e2d-bade-ff0edd08ddfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230440 ms
Total Talk Time (AGENT): 131514 ms
Total Talk Time (CUSTOMER): 84163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a9f358c6-bd9c-4e2d-bade-ff0edd08ddfd_20250220T14:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. You're speaking with [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII] in customer services. You sound so happy.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, I, I have an insured son on the phone. Uh, it's a cancer policy and the insured has passed away, but he's, he's wanting to know if anything would be covered under this. I think he had some, some problems or some, some diagnosis and stuff.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What's the uh son name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. And what's that policy number?
[CUSTOMER][NEUTRAL] 101102.
[AGENT][NEUTRAL] OK, let me pull it up.
[CUSTOMER][NEUTRAL] On a [PII] Manning and I verified all the information that I could.
[AGENT][NEUTRAL] All right. You can let me uh talk to him. I said, can I help him? Did he give you the date of death?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, he didn't. Um.
[AGENT][NEUTRAL] OK, I'll find out. OK.
[CUSTOMER][NEUTRAL] OK, and do you want this callback number just in case?
[AGENT][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right, thank you, [PII] here he is.
[AGENT][NEUTRAL] Uh, all right.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII] and I'm in the claims department and you're calling in reference to the cancel policy that was on Mr. [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, and you're trying to see, would anything be payable on it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When did he pass away?
[CUSTOMER][NEUTRAL] Yesterday
[AGENT][NEUTRAL] OK. I'm sorry for your loss. OK. Yesterday was the [PII]. All right. Now, did he pass away due to cancer?
[CUSTOMER][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] No, he was never diagnosed with cancer.
[AGENT][NEUTRAL] OK, this is a cancer policy only. It will pay medical expense related to cancer.
[CUSTOMER][NEUTRAL] Did it, uh, well, that's some other diseases on there. I don't know if any of them. I don't know if he had any of them or not, but I just, uh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just checking, see, I know he's been paying for over 30 years and.
[AGENT][NEUTRAL] Yeah, but it, it have to be something related to the policy. So you don't know where he passed away from?
[CUSTOMER][NEUTRAL] He had uh uh.
[CUSTOMER][NEUTRAL] Well, renal failure was his main problem.
[AGENT][NEGATIVE] OK. And see, that wouldn't be covered on here. Kidney failure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Alright, well that's, that's what I need to know so it's not it's what.
[AGENT][NEUTRAL] OK, now, OK, but before you go, let me get you over to customer service, but you can just, you know, I'm sure he was paying with this policy through direct deposit. Let me see, yeah, coming out of his bank account. Let me get you over to customer service so they can tell you, uh, go ahead, what you say?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] They just, I just thought they, they sent me over.
[AGENT][NEUTRAL] OK, and they told you what to do, they told you what they're gonna do to stop the benefits from coming, the payments from coming out of his uh bank account because he no longer living.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] He said that she would take care of that.
[AGENT][NEGATIVE] OK, well as long as she'll take care of that's I just want to make sure because I didn't want the money to be steady coming out of his bank account and he's no longer living. So you already spoke to them and they was giving you to me to see would anything be pay up on the cancer policy. The only way anything would be payable, it would have to be related to cancer. He had been diagnosed with cancer.
[CUSTOMER][POSITIVE] That's right, right.
[AGENT][POSITIVE] OK. All right. Well, thank you, Mr. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's all
[AGENT][POSITIVE] Well, you have a wonderful day, Mr. [PII]. Thank you for calling American Public Life. Bye, bye-bye.
[CUSTOMER][NEUTRAL] Alright