AccountId: 011433970860
ContactId: b34e4dcb-1822-4b7e-ad53-3dda08f5a2f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 632969 ms
Total Talk Time (AGENT): 314118 ms
Total Talk Time (CUSTOMER): 212698 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b34e4dcb-1822-4b7e-ad53-3dda08f5a2f4_20250102T16:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Miss [PII]. This is [PII] in the care team. I've got, um, Miss [PII] on the phone. Her, she's calling on policy number 183-9233 for [PII].
[CUSTOMER][NEUTRAL] And she's wondering what she needs to do to file a claim. I'm showing the policy is lapsed.
[CUSTOMER][NEUTRAL] Um, and that [PII] had been trying to get a hold of Mr. [PII] to pay back premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have verified everything with Ms. [PII]. I did give her the care team email address to send the death certificate to, um, customer service is not allowed to talk to them after the insured has passed away, so they suggested that I call over to claims and let you guys talk to her.
[AGENT][NEUTRAL] OK. And so, um, what do you know when he passed away? Did she tell you?
[CUSTOMER][NEUTRAL] I want to say she said it was in December that he passed away.
[AGENT][NEUTRAL] OK. And um
[CUSTOMER][NEUTRAL] The policy lapsed on [PII].
[AGENT][NEUTRAL] Of [PII]. OK, because in the system it's showing [PII], so we do have the premiums in house to through [PII].
[CUSTOMER][NEUTRAL] No, ma'am, um, according to the note from [PII] that was on [PII], received the EFT from Mr. [PII], the bank transfer form was received with no payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she left him a voicemail because he needs to pay October, November and December to reactivate the plan.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK. And so what, when did he just, what, what, what was his date that he died?
[CUSTOMER][NEUTRAL] She said that he passed away in December. I wanna say she said [PII].
[AGENT][NEUTRAL] OK. OK. And so, who does she need to get a hold of to make up those premiums?
[CUSTOMER][NEUTRAL] She'll have to speak with customer service to uh pay it over the telephone because she did say that he has retired and that he filled out the EFT form because he retired so that the benefits could continue but he's still on mode of payment one which is group so he needs to be off of mode one to go to direct pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so right now she's just wanting to know from claims what she needs to do to file a claim and then I can transfer her to customer service after we get done, correct? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, to catch up the premium yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome, Ms. [PII]. You have a blessed day. Thanks so much.
[AGENT][POSITIVE] Thank you, you're welcome.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] My name is [PII]. I'm in the claims and you're needing to know how to file a claim on Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, in case we get disconnected, um, what is a good telephone number where I could call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]. OK. Thank you, Mrs. [PII]. Give me one minute and I'm going to pull up some information and I'll give you uh what what we will need to um file a claim.
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] Give me just a few more minutes here.
[AGENT][POSITIVE] And I, and I am sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, we will need a claim form completed.
[AGENT][NEUTRAL] Um, I can either email one or mail you one mail one to you.
[AGENT][NEUTRAL] And then we'll need a copy, pardon?
[CUSTOMER][NEUTRAL] Um, I think
[CUSTOMER][NEUTRAL] I was gonna say I can um.
[CUSTOMER][NEUTRAL] Um, get that through email if that's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is a good email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me make sure I have this right. [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a few more minutes. I'm pulling up some more information.
[AGENT][NEUTRAL] And your name is [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and [PII], we will need the claim form completed in full. Um, the claim form will need uh there's a spot where it will need to be notarized.
[AGENT][NEUTRAL] We need a copy of the certified death certificate.
[AGENT][NEUTRAL] We will need the original copy of his policy.
[CUSTOMER][NEUTRAL] And where would I get that from?
[AGENT][NEUTRAL] You should, he should have one in his file of a policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh it's somewhere in his, his inform somewhere in his possession, there was a copy mailed to him.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then, OK. And we will need that policy and all of that will need to be submitted um through the mail uh cause we need it notarized and the uh certified copy of the death certificate.
[CUSTOMER][NEUTRAL] I have that.
[CUSTOMER][NEUTRAL] OK, that's 3 forms I, I need the claims form completely filled out, notarized. I need the death certificate certified death certificate, the original, and I need the original policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And I will email you.
[CUSTOMER][NEUTRAL] And I need to put that in the mail, OK, go ahead.
[AGENT][NEUTRAL] Yes, and I will, I will email you the claim form that will need to be completed.
[AGENT][NEUTRAL] Um, but before, um, I go any further, I will have to let you speak to our customer service regarding premiums.
[AGENT][NEUTRAL] Um, because back in, um, December, uh, that we, our customer service left a message for making premiums for October, November, and December, and I will, um, need to transfer you to that area so you can discuss getting making those premiums, so that would be current to the through the time of his death.
[CUSTOMER][NEUTRAL] So what he did was he filled out a form and submitted it back um where there was supposed to be doing an automatic draft from his bank account. I have those papers where that it was um mailed back to y'all.
[AGENT][NEUTRAL] OK, well let me let you speak with customer service and you can go over that information with them. Is there, but I, um, do you have any other questions regarding um claims or filing a claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK. Give me one minute while I get you transferred to our customer service, so please hold just a few more minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], my name is [PII]. I'm in um in claims. I have um a Mrs. [PII] on the line. She's calling in regards to [PII].
[AGENT][NEUTRAL] And his um policy number is 183-9233.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He is deceased, I believe it's sometime towards the end of December.
[AGENT][NEUTRAL] And of course and I have given her the information on how to file her claim or file a claim, but she needs to discuss, I know that the premiums were paid to [PII].
[AGENT][NEUTRAL] And she said she sent all the information in for the bank draft, but I'm gonna let you speak to her further because we're showing that we still do not have premiums.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you. OK. And what, what is her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The spell. And her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And all the information has been verified.
[CUSTOMER][POSITIVE] Oh thank you. OK.
[CUSTOMER][POSITIVE] OK, I am ready.
[AGENT][POSITIVE] OK, thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too.