AccountId: 011433970860
ContactId: b9916d77-71cb-4c6e-9f25-8223cf1f86ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559880 ms
Total Talk Time (AGENT): 143328 ms
Total Talk Time (CUSTOMER): 210593 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b9916d77-71cb-4c6e-9f25-8223cf1f86ea_20250429T19:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I believe I've spoken to you before, um.
[CUSTOMER][NEUTRAL] Just quick background. My mother died in [PII] with pancreatic cancer and we're trying to find out.
[CUSTOMER][NEUTRAL] Uh, well, I'm trying to find out today is her account still viable? We're still working with Baylor to come up with the forms that you guys requested and Baylor is throwing us all sorts of.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEGATIVE] Yeah, they're giving us trouble.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And my mother's name was
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I, I was just gonna see if you have the policy number or.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me look at this this email. Can you hold on please?
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't seem to see the account number in any of these emails I'm looking at.
[AGENT][NEUTRAL] Oh, OK. And how do you spell her last name?
[CUSTOMER][NEUTRAL] Can I, can I give you?
[CUSTOMER][NEUTRAL] Spell her last name?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] And her first name was [PII].
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Yes, I just found the no, her first name was [PII]. My name is [PII]. My name is [PII]. That's, that's OK. I think I just found the policy number.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's called intensive care policy, um, that was 313-745 and the cancer policy was 641-860.
[AGENT][POSITIVE] OK, thank you. I see.
[AGENT][NEUTRAL] And can I get a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, thank you. And do you mind verifying her date of birth and address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Date of birth was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Really write down my brother's address because it keeps coming up, but it'll just take a second for me to get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have to go to my.
[CUSTOMER][NEUTRAL] Messages to get it.
[CUSTOMER][NEUTRAL] And I think it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I'm sorry, that's my sister's, it's [PII].
[AGENT][NEUTRAL] OK. We're showing a different address in [PII].
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Oh, you're probably showing her old address she used to live in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you're calling to see if you can still file claims for um on these policies.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am, anything, um, before, uh.
[AGENT][NEUTRAL] That you know, that any claim that you, you can file.
[AGENT][NEUTRAL] For any time before the policy lapsed, which was February. So anytime before then.
[AGENT][POSITIVE] are covered even.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] Um, yeah, is this policy like a reimbursement policy or is it some, a claim that that's in a lump sum?
[AGENT][NEUTRAL] I would have to get somebody in our um benefits department that can look that up for you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you don't mind, I can put you on hold for just a moment. um, is there anything else I can help you with in customer service before I transfer you to benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, um, you can email me, um, things that you need from us to give to you to make a claim on the policy.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and thank you for calling APL. I'm very sorry for your loss, Miss [PII], and I'll I'll connect you with [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Um, before you do, let me, before you do, let me give you my email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that's the place to mail the instructions for filing the claim.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank you and hold just a moment for me. Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Appreciate your help. Bye-bye.
[AGENT][NEUTRAL] Goodbye. Hold on.
[CUSTOMER][NEUTRAL] Referring
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Uh, hi, this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you doing?
[AGENT][POSITIVE] I'm good. I have a [PII].
[AGENT][NEUTRAL] Um, on the phone, she's the daughter of an insured who is deceased, um.
[AGENT][NEUTRAL] Let's see, she wants to know if this policy is a reimbursement policy or a lump sum policy, and she also wants someone to email her instructions with everything that she needs to send in for a claim.
[CUSTOMER][NEUTRAL] OK, so you said reimbursement or what was the other one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, lump sum.
[AGENT][NEUTRAL] If it pays a lump sum or if it's a reimbursement policy.
[CUSTOMER][NEUTRAL] Losson, OK.
[CUSTOMER][NEUTRAL] OK. Do you have her policy number by chance?
[AGENT][NEUTRAL] I do. It's 641-860.
[CUSTOMER][POSITIVE] OK, perfect. OK, you can transfer her over.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and she also has an intensive care policy [PII].
[AGENT][NEUTRAL] And I verified all our information.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, thank you, and here she is, and it's [PII] on the phone.
[CUSTOMER][POSITIVE] Thank you. OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII]