AccountId: 011433970860
ContactId: b3ee4a9c-8a91-4c6c-9d57-a6725d0ef71b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731619 ms
Total Talk Time (AGENT): 229448 ms
Total Talk Time (CUSTOMER): 227842 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b3ee4a9c-8a91-4c6c-9d57-a6725d0ef71b_20250430T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a, the daughter of a deceased member on the line. We've sent her an affidavit to hold harmless. I, I guess they're in probate maybe, but they've submitted claims for cancer and she has questions about that. Um, let me give you the policy number if you don't mind.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] 593-301.
[CUSTOMER][NEUTRAL] I'm talking to the daughter, Miss [PII], and I
[CUSTOMER][NEGATIVE] I, she's asking about it and I don't unders I don't understand how this works or know how it works I guess when they maybe they're in probate she's saying that she got a letter that said she'd only get 1/3 of the payment that pays out on these claims and then.
[CUSTOMER][NEUTRAL] Um, what, what does she do about her other two brothers, and how does that work?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] With the affidavit she's uh it's gonna have to complete it and so she's probably gonna have to put everybody's name and address on the claim form.
[AGENT][NEUTRAL] Uh, and then once the payment is being made, they'll, you know, as she said she'll get 1/3, she'll get a, get a check. Her brothers would each would get a check.
[AGENT][NEUTRAL] Depending on the amount.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so she would, we don't need signatures from our brothers or anything. She would be the one responsible for informing us of their addresses and names, is that right?
[AGENT][POSITIVE] Great
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm thinking uh if she's the one usually how it works when we did it in the past.
[AGENT][NEUTRAL] Uh, whoever
[AGENT][NEUTRAL] Uh, notifies us or who's ever handling that claim. She would just need to list all of her, the names of all of her siblings and their names, their addresses, their date of birth, uh, and all their contact information.
[AGENT][NEUTRAL] And she would need to put it on there and then she would send that form back into us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you need me to talk with her, speak with her?
[CUSTOMER][NEUTRAL] And just in case she asks what.
[CUSTOMER][NEUTRAL] Yeah, if you don't mind, I'm sorry, I, I was a little confused on how how this works, so, um, I'm, I'm gonna introduce you and then I'll release the call, OK?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Miss [PII], I've got [PII] on the line. She's from our claim support, uh, team, and she's gonna assist you with this, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. Thank you.
[AGENT][NEUTRAL] Good afternoon. Thanks for calling AP. This is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm [PII].
[CUSTOMER][POSITIVE] Oh, I'm doing pretty good.
[AGENT][NEUTRAL] OK, good to hear. I'm doing well thanks for asking. OK, um, she said that you have some questions about the affidavit that you received, is that correct?
[CUSTOMER][NEUTRAL] How about yourself?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, she answered the one about the date of death being incorrect on there and she said I could just change it an initial and that would be fine, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my other question was, it makes it sound like on this that you're that you are just gonna send me a third of the benefit or are you gonna send the whole benefit?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] It says the benefit due from what I submitted was um $5,106 so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I mean, if
[AGENT][NEUTRAL] OK. So do you have any other siblings?
[CUSTOMER][NEUTRAL] I mean I can ensure that
[AGENT][NEUTRAL] Or are you the only child?
[CUSTOMER][NEUTRAL] Yes ma'am, there
[CUSTOMER][NEUTRAL] No, no, I have 2 brothers and they're on the affidavit. They're listed on the affidavit.
[CUSTOMER][NEUTRAL] But I was just trying to see, I mean, do we need to do I need to ensure that.
[CUSTOMER][NEUTRAL] You have their mailing address? I mean.
[AGENT][NEUTRAL] Yes, ma'am. Uh,
[CUSTOMER][NEUTRAL] Are you gonna, I guess my question is, are you mail the check just to me or are you gonna mail the check to each of them individually?
[AGENT][NEUTRAL] No, ma'am, it's usually it's mailed to them individually. uh I'm not sure the affidavit that you received does it have a place for you to put their names, your brother's names and addresses.
[AGENT][NEUTRAL] And all of their contact information.
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] All I was an affidavit and hold the harmless. Would you like me to read it to you?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, let me see if I can pull that information up, see.
[CUSTOMER][NEUTRAL] I bet you already have one of my brother's information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because he was actually the power of attorney before she died, um.
[AGENT][NEUTRAL] OK one second let me see what we.
[CUSTOMER][NEUTRAL] And, and he was the one that
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Come on the system.
[CUSTOMER][NEUTRAL] Or did you all mail them an affidavit as well? I mean, maybe you've already done that. I don't know.
[AGENT][NEUTRAL] Uh, let's see, let me see if I can read the notes.
[AGENT][NEUTRAL] Give me one second, let me check with the person who uh was working on her claim.
[AGENT][NEUTRAL] Just to make sure it 1 letter go out or did 3 go out to everyone. Give me 1 2nd, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Did you turn it off?
[AGENT][NEUTRAL] Hey [PII] how are you?
[AGENT][POSITIVE] I'm doing well thanks um can you look at this policy with me please?
[AGENT][NEUTRAL] 593-301.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On her
[AGENT][NEUTRAL] Uh, I know that the daughter, she's got one of the affidavits hold harmless that she's gonna sign and send back in. Did you send out one to both of her brothers as well or just her?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] So yeah, everything was fine.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, alright, that's what I wanted to know, uh, because I didn't see anything that was telling me that, so thank you. Maybe I'll do that. Alright, bye-bye.
[AGENT][NEUTRAL] OK, alright, so, uh, she sent out one to you and to both of your brothers, so everyone will have to sign and date it and turn it back into return it to us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well that that's good to know then. OK, so once they do that then you'll have everything.
[CUSTOMER][POSITIVE] I mean you'll have everything you need for them so I don't have to.
[CUSTOMER][NEUTRAL] Do anything else there, OK.
[AGENT][NEUTRAL] Yes, ma'am, no ma'am, they just have to send their information back in to us.
[CUSTOMER][POSITIVE] OK, well that sounds good then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And how
[CUSTOMER][NEGATIVE] There wasn't, wasn't any information on.
[CUSTOMER][NEUTRAL] Just send the affidavit to the same place sent the claim or?
[AGENT][NEUTRAL] Yes, ma'am. It will come back to the uh the [PII].
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And then once it comes in then they'll go ahead and um.
[AGENT][NEUTRAL] Get your check out to you and once the brothers come in, they'll get their checks out to them.
[CUSTOMER][NEUTRAL] OK, OK, so you said that was [PII] because before I think I had.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Something in.
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Oh, I just when I sent the claim in I had faxed to the end I think that time so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, uh, because this one has to be notarized.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you know when you get it notarized if they're gonna stamp it or if they're gonna if it's gonna be embossed?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, yeah, so that's gonna make the difference so most of the time they're using stamps so if they stamp it and we can see it, um.
[AGENT][NEUTRAL] You could probably fax it in, but being that it's a legal document, I would probably want to mail it in.
[CUSTOMER][NEUTRAL] OK, OK, so what is your zip code?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and then just make that out to.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][POSITIVE] Mhm, yes ma'am, that's correct.
[CUSTOMER][POSITIVE] OK well that answers all my questions. Thank you so much I appreciate that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No problem, Miss [PII]. If any other questions you have for us?
[CUSTOMER][POSITIVE] Uh, no, no, that's it. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright well thanks for calling APL you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Alright bye bye.