AccountId: 011433970860
ContactId: ab9a183e-f353-469a-9e60-0d0a3df79a2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1034969 ms
Total Talk Time (AGENT): 282572 ms
Total Talk Time (CUSTOMER): 404574 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ab9a183e-f353-469a-9e60-0d0a3df79a2d_20250530T20:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], and I was holding for [PII] and I got cut off. I think actually my phone our phone disconnected.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I'm definitely sorry about that. I can get you to [PII].
[CUSTOMER][NEUTRAL] All the message said was [PII].
[AGENT][NEUTRAL] OK, um, do you have, are you calling from a group?
[CUSTOMER][NEUTRAL] And I was speaking, I was speaking.
[CUSTOMER][NEUTRAL] I was speaking with her earlier this morning in reference to my mother's claim.
[AGENT][NEUTRAL] Oh, OK. It's probably OK. May I have the policy number?
[CUSTOMER][NEUTRAL] I do not have the policy number.
[AGENT][NEUTRAL] OK, did y'all look it up?
[CUSTOMER][NEUTRAL] It was for [PII].
[AGENT][NEUTRAL] Reader
[AGENT][NEUTRAL] And what was the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here so I can.
[AGENT][NEUTRAL] See which [PII] was in the notes. Hold on one moment.
[CUSTOMER][NEUTRAL] Cause we were speaking, we
[AGENT][NEUTRAL] Oh, go ahead, I can still hear you.
[AGENT][NEUTRAL] And it was for a cancer policy?
[CUSTOMER][NEUTRAL] Uh, no, it was a hospital. I had sent in a claim for my mother.
[CUSTOMER][NEUTRAL] And uh she did not have an a uh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Have the long death or anything like that. She just
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What's the, can you spell her first name for me? I'm trying to locate the policy so I can get to the notes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Rea, OK, hold on one moment.
[CUSTOMER][POSITIVE] I was trying to get you before you all left today because it's easier for me.
[CUSTOMER][NEUTRAL] For me to call today than it is.
[CUSTOMER][NEUTRAL] At work.
[AGENT][NEUTRAL] OK, it's no problem at all. I think I just located it. Is, is her middle initial [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I believe this is it. Hold on one moment.
[AGENT][NEUTRAL] OK, I see who it was. Um, do you mind if I place you on just a brief hold so I can reach out to [PII] for you?
[CUSTOMER][POSITIVE] Uh, I'm good. Yes, that'll be fine, thank you.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Yeah, I don't want no.
[AGENT][NEUTRAL] Is she on a call?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I was able to locate [PII]. I'm getting ready to transfer you to her now, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] You're welcome. Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't even know that. Oh, I did do it.
[AGENT][NEUTRAL] OK, that was her for.
[AGENT][NEUTRAL] I did it so quick I didn't know I did it.
[CUSTOMER][NEUTRAL] This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. Um, did you need anything for the policy?
[CUSTOMER][NEUTRAL] Um, I just need the policy. I put notes in there. She's called like multiple times. Um, I think she thinks it's a life insurance policy.
[CUSTOMER][NEUTRAL] Um, but what's the policy number? I don't have it down because she gave me.
[AGENT][NEUTRAL] It's OK. It's 888.
[CUSTOMER][NEUTRAL] Yeah, she
[AGENT][NEUTRAL] 28
[CUSTOMER][NEUTRAL] Is that it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, she just, um, I wrote it down. I wrote it in the messages to um.
[AGENT][NEUTRAL] Yeah, I read your note. So she's, so we're supposed to, I've read them, but so we're supposed to be explaining to her that she, she's thinking it's a life policy and it's really a cancer policy. So we wanted to tell her it was cancer and if there's no cancer diagnosis.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Right, because she said the way she made it sound when she called me today and she's also called someone I think yesterday and the day before, um, it sounded like her mom went in for like a hip replacement and then passed away, and I don't know if she realizes that this is a cancer policy, so we're just reminding her of that. um, and if she wants benefits, she's going to need that to get that letter of.
[CUSTOMER][NEUTRAL] Testimonial, uh, it's in the it's in the remarks, but test testimony or whatever. I can't say it. Um, that and then, uh, something with the cancer diagnosis.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That, that's all we need from her, but I, from what it sounds like, she didn't pass away from cancer. So we just need to let her know that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Even though I, I think people have told her that multiple times. I don't know what's going on, but.
[AGENT][NEUTRAL] So you want me to take the call or or you want to um take it? I, I don't mind.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, cause I'm supposed to go on break.
[AGENT][NEUTRAL] OK, so I'll take it. That's fine. Um, I'll let her know.
[CUSTOMER][NEUTRAL] Yeah, and I'll, I'll stay by my, by my uh computer though just in case you need to send me a note or anything. [PII] is aware of it too. [PII] [PII] had to call me this morning to talk to me about it, so [PII]'s aware of it too.
[AGENT][NEUTRAL] OK. Well, it's OK. I will, um, I will let her know. I can understand and not not good.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thanks for holding. So when I tried to get over to her, she had went on break. So we got to talk for a second, but basically she said the message was to let you know that the policy itself is actually a cancer policy. So, um, in order for like benefits to be paid out or anything.
[CUSTOMER][NEUTRAL] Well, I've got, uh, I have a copy of a policy that says it's for hospitalization. Uh, if it has been, uh,
[CUSTOMER][NEUTRAL] If she is in ICU or she has a heart attack or anything like that, I have a copy of a policy that is for that.
[AGENT][NEUTRAL] OK, let me pull the policy. Hold on one moment.
[CUSTOMER][NEUTRAL] That's the reason why I had and uh they verified, I had it verified before that that's what the policy is for.
[AGENT][NEUTRAL] OK, hold on one moment. Let me pull up the policy.
[CUSTOMER][NEUTRAL] Now, I know she does have a hand cancer policy.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I mean, I can look through my her things. I can't right now because I'm in the middle of something else that I can look, look and find it because I had one time I had the policy number when I called.
[AGENT][NEUTRAL] Well, it's OK. She's only had two policies with us, but they're both cancer policies. So yes, they may have hospitalization on it and um all the other benefits that you mentioned, but it's in reference to a cancer stay. um.
[AGENT][NEUTRAL] However, regardless, I was
[CUSTOMER][NEUTRAL] Uh, well, I will look at the policy.
[CUSTOMER][NEUTRAL] OK, I mean, I'll look at the policy, but I was.
[CUSTOMER][NEUTRAL] No, it did not say anything about the front on the front of it, it did not say anything about cancer.
[AGENT][NEUTRAL] OK, so this is what I'm trying to um explain so that we can speak with you further moving forward in detail. Um,
[AGENT][NEUTRAL] So in order for us to be able to speak about the policy, have you presented the the um death certificate to us already?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] The death certificate was in, when I, I was originally, the first time I contacted, I was informed that I needed just to send to the claims department a copy of the anonymized bills of the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And a death certificate which I presented that.
[AGENT][NEUTRAL] OK, I'm just making sure because I'm coming in on the back end, so hold on one moment.
[CUSTOMER][NEUTRAL] Right, right, I understand and I, and I, I hate to say this, but you're about the 4th or 5th person I have talked to about this whole claim. Does that make sense?
[AGENT][NEUTRAL] Mhm. So I see it on here, so that's fine. So I can speak with you in detail. So this, so she for sure has only has these two policies with us. They've been um
[AGENT][NEUTRAL] She's had it since [PII] and they are cancer policies, um.
[AGENT][NEUTRAL] So what [PII], the reason for the call, what [PII] was trying to um or to explain was that it was a cancer policy and that will need a positive diagnosis or pathology report so that we can try to pay out the benefits because it's a cancer policy.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] It was, unless we have not been told of that diagnosis, it was not cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because unless I mean and then that mean there's no reason now for a claim to be processed, but let me pull her her.
[AGENT][NEUTRAL] So then she
[CUSTOMER][NEUTRAL] Her uh
[CUSTOMER][NEUTRAL] Insurance policy so I can be a, I mean that's the only insurance policies that you all have is those two.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And they're both a cancer.
[AGENT][NEUTRAL] Yes, and let me just double check.
[CUSTOMER][NEUTRAL] OK. Well, she kept saying, she kept saying she had a cancer policy, so I guess that was it rather than the hospitalization, that type of policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Well, then, I mean, I'm gonna say, I guess it's, I mean, it's a blessing that I don't have to say it was cancer, you know.
[AGENT][POSITIVE] Oh, yes, that's true too.
[CUSTOMER][NEGATIVE] Cause, well, she broke her, I mean, she broke her hip, then she went into cardiac arrest and then from there, she, you know, just quit eating and her body shut down and at [PII] old, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I mean, cause there's not many people can say, no, it was not cancer, you know, no, it was, you know.
[AGENT][POSITIVE] Especially at that, right, so that is a blessing.
[CUSTOMER][NEUTRAL] At that age.
[CUSTOMER][NEUTRAL] Yeah, I mean, so, OK, well then there's no.
[CUSTOMER][NEUTRAL] There's no claim to be filed then if it was cancer.
[AGENT][NEGATIVE] Right, and I wish I had better news for you going through all the um documents to try to make sure and see, but, but yes ma'am, this is definitely a cancer policy. um.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I wish I had better news for you.
[CUSTOMER][NEUTRAL] Well, that's OK. At least I got some answers after about 54 or 5 months because I've, you know, I've been trying to figure out what's going on and they kept asking for a claimant, you know, uh, you know, a lawyer's statement or something like that. Yeah. And I'm like, we are not going through probate, we're not doing any of that.
[AGENT][NEUTRAL] Customary. Mhm.
[CUSTOMER][NEGATIVE] And so it was just like, I was, nobody would talk to me or do anything because I hadn't submitted that. I mean, they were giving me very vague information. Let me say that.
[CUSTOMER][NEUTRAL] And if they had been more helpful, you know, I wouldn't be calling today. I would know the answer.
[AGENT][POSITIVE] Well, I definitely do apologize for the experience.
[CUSTOMER][NEUTRAL] So, but, but I'm just uh
[CUSTOMER][POSITIVE] Well, I'm just thankful that we
[AGENT][NEUTRAL] Once we got the death certificate.
[CUSTOMER][POSITIVE] I'm just thankful we got it situated. How's that?
[AGENT][POSITIVE] Well, I'm glad I was able to assist you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Yes, I'm glad you and [PII], you tell her I said thank you as well.
[AGENT][NEUTRAL] I sure will.
[CUSTOMER][POSITIVE] And you ladies have a good.
[AGENT][NEUTRAL] Well, was there anything else I can help you with, Ms. [PII]? Oh, I'm sorry, it's going in and out.
[CUSTOMER][NEUTRAL] Uh oh, no, that is all I needed.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, you too and take care.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.