AccountId: 011433970860
ContactId: b8adeb65-5cc1-4cc9-98ff-c523d8232a58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494339 ms
Total Talk Time (AGENT): 230388 ms
Total Talk Time (CUSTOMER): 146988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b8adeb65-5cc1-4cc9-98ff-c523d8232a58_20250505T13:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I'm the group administrator.
[CUSTOMER][NEUTRAL] We had an employee that passed away, uh, and, uh, the family is asking since he had
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what he had was short term disability and a cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the family is asking if
[CUSTOMER][NEUTRAL] Since he had.
[CUSTOMER][NEGATIVE] Uh, those policies, he died of a heart attack. Is there anything connected that he didn't have short term disability. He only had cancer.
[AGENT][NEUTRAL] Um, I can take a look at the policy and see like if the cancer policy has like the uh.
[AGENT][NEUTRAL] What is it called? It's like the heart attack and stroke benefit added to it?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, may I have a good contact number in case we're disconnected and then do you have like his policy number or whatever you have for me to um pull it up I can use?
[CUSTOMER][NEUTRAL] Uh, hold on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] A good call back number is uh.
[CUSTOMER][NEUTRAL] I forgot. Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty. And then um I can use his policy number, his social, or I can look him up through your group.
[AGENT][NEUTRAL] With the group number?
[CUSTOMER][NEUTRAL] OK, I have his social.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEGATIVE] I'm sorry, I'm so unprepared my, uh, where.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] We're training somebody new and all of a sudden everything I have is no longer filed. It's pretty much everything.
[AGENT][NEUTRAL] It's all right. Um, do you, what's your group number with us?
[CUSTOMER][NEUTRAL] Uh, well, there are 15 groups, so hold on a second, I just found, yeah.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's group 16479.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what's the member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And um can you verify the date of birth for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. Let me take a look on the benefits are coming up now. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so let me take a look at this policy, but it looks like they may, I'm gonna read into this more. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Oh, that's fine, thank you.
[AGENT][NEUTRAL] Oh, actually, I think I just found the answer. Hold on one second.
[AGENT][NEUTRAL] OK. So they do have the heart attack and stroke um benefit on here. Um, let me see.
[AGENT][NEUTRAL] OK. So they do have the heart attack and stroke benefit. It will pay up to $10,000. Um, so they can file for that. Um, what they'll need to do is, um,
[AGENT][NEUTRAL] Well, I, I'm going to put it in the notes from us speaking today, but they need to report the death, so they can either provide the death certificate. Um, well, that's the only option, um, to provide the death certificate, they can email that um to our care team, email care team at
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and sorry.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would you say that again [PII] team?
[AGENT][NEUTRAL] Um, sure, at a
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so they'll present the death certificate, a copy of the death certificate, and then um the names of whoever is going to be um on behalf of the members spouse or children, whoever we're going to be speaking with, you know, handling business with on their behalf, and then, um.
[AGENT][NEUTRAL] They can file if there's other things that they need to file for. I don't know if there is any treatments or anything, they can file for that. Um, once we get the death certificate, customer service will kind of go over the next steps and what they can, um, file for before closing.
[CUSTOMER][NEUTRAL] OK, who calls in the claim?
[CUSTOMER][NEUTRAL] It it does it have to be his beneficiary or?
[AGENT][NEUTRAL] Well, that's what we're asking for. So when they send in the death certificate, they need to let us know who we can speak with on their behalf.
[AGENT][NEUTRAL] Because the
[CUSTOMER][NEUTRAL] Oh, OK, I misunderstood. Yeah, I thought she had to call you. You're saying.
[CUSTOMER][NEUTRAL] Uh, uh, they'll, you'll call them to get the information.
[AGENT][NEUTRAL] Mhm. So we're going to need a copy of the death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whoever in the family is handling his affairs would email it to us. We also need on that email a contact whoever we're to speak with on his behalf.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they're gonna
[CUSTOMER][NEUTRAL] But it doesn't.
[CUSTOMER][NEUTRAL] It does not have to be one of its beneficiary.
[AGENT][NEUTRAL] It can. He doesn't have anyone on the policy, so whoever we're getting permission to speak with, that's who we're going to speak with. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, that's.
[CUSTOMER][NEUTRAL] OK, alright, I'll make sure they did receive the death certificate on Saturday. I'll make sure that send it in to you and uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does she call this number?
[AGENT][NEUTRAL] Yes, let them know when, OK, so when they send in the email, they're gonna get a confirmation that the email has been received. Then they're going to get another confirmation when [PII]rything is completed. When they get that confirmation saying everything is completed, they can go ahead and give us a call so we can help them with next steps and what can be filed and um all of that, but we need the death certificate and things and the contact on file first so when they call, we know that they're OK to speak, but we won't have to send them in that circle.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, then I will take care of that. I will let them know thank you very much for your help.
[AGENT][POSITIVE] You're very welcome. Um, and I don't even think I, I just verified, but I didn't get your name, I don't believe.
[CUSTOMER][NEUTRAL] No, now that I think about it, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And [PII], was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.