AccountId: 011433970860
ContactId: b16d0d89-e3ea-49cb-b28a-cb5b97878b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277779 ms
Total Talk Time (AGENT): 141123 ms
Total Talk Time (CUSTOMER): 109576 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/b16d0d89-e3ea-49cb-b28a-cb5b97878b63_20250210T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm uh [PII], and I'm calling on behalf of my dad who passed in November.
[CUSTOMER][NEUTRAL] Um, we aren't sure where his life insurance is, but we have seen on his bank statement that he paid a premium to American.
[CUSTOMER][NEUTRAL] Um, and so I was trying to, I was hoping to understand what his policy is and how to file a claim.
[AGENT][POSITIVE] OK, I can take a look at that and please accept my condolences for your loss, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] No, I only have the premium listed on his bank statement that was paid to you. That's how we knew how to find you.
[AGENT][NEUTRAL] OK, what about the social?
[CUSTOMER][NEUTRAL] Uh, yes, I do have a social it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me just a moment, I'll get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and verify the date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright thank you and you're calling to inquire about the policy type and to submit a claim?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can take a look at that um.
[AGENT][NEUTRAL] Now, I only show an active policy uh for
[AGENT][NEUTRAL] Uh, cancer policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. For himself or for my mother?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is for um.
[AGENT][NEUTRAL] For his for himself.
[CUSTOMER][NEUTRAL] Oh, it's for himself. Oh wow, OK.
[CUSTOMER][NEGATIVE] Um, well, I guess what we need to do is cancel. He didn't pass of cancer.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, um, you would send in a copy of the death certificate?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, once that's received, the policy, uh, will be terminated and if there's any premiums that has been paid already, it'll be refunded.
[CUSTOMER][NEUTRAL] OK, um, the premiums just since his passing, you mean like between November and now? OK, understood, uh, and where do we send the death certificate to do we just send it like can we scan it and send it to you or?
[AGENT][POSITIVE] Yes. Correct.
[AGENT][NEUTRAL] You can uh send it by fax or mail if you have access to the online portal because as of now the policy is active, so you can access it on a portal, but that's only if you have that login information. If not, the only options would be to fax or mail it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you. What is your fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And you just need his death certificate fax, and that's, that's all?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, understood.
[AGENT][NEUTRAL] Because there'll be no claim filed, yeah, we'll just need that death certificate to go ahead and um have that added to the policy and take those steps to go ahead and stop conducting the premiums.
[CUSTOMER][NEUTRAL] Yeah, OK, understood, and do you have any just professional opinion? Do you know how to find someone's life insurance policy if you don't.
[AGENT][NEUTRAL] No, it's, it's tough without having anything. Um, maybe if you know where there's just a, a central place for paperwork or things of that nature. But yeah, without, uh, you're on a, the track of, you know, checking those premiums to see anything that's coming out and, and following up that way. But yeah, that can be a bit of a headache to try to find that information. Sorry.
[CUSTOMER][NEUTRAL] Is that something you have any, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I've been told it's difficult to find so I thought maybe on your end you might have some uh silver bullet, but yeah, OK, we'll just keep looking at its statements thank you for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, no problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thank you for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye bye.