AccountId: 011433970860
ContactId: ba396f7c-d1a6-4de8-a06b-d16a1e58ce47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1061520 ms
Total Talk Time (AGENT): 502883 ms
Total Talk Time (CUSTOMER): 282644 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ba396f7c-d1a6-4de8-a06b-d16a1e58ce47_20250501T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I want this, I got a policy. I think it's number 103.
[CUSTOMER][NEUTRAL] 9000.
[CUSTOMER][NEUTRAL] 336.
[CUSTOMER][NEUTRAL] 471 2.
[AGENT][POSITIVE] OK, um, [PII] can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm sorry, say that one more time. I didn't understand you.
[AGENT][NEUTRAL] Sorry, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. uh, so the number you gave me is going to be a bit too long to be one of our policy numbers um I could start using your social.
[CUSTOMER][NEUTRAL] OK, well, uh, this is on my insurance premium that comes out of my, uh, checking account and that was that number that was on it. I don't know what that was.
[AGENT][NEUTRAL] I'm not sure. That's, uh, it's gonna be a bit too long to be one of our policy numbers though.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Would you see if you have a uh see my wife done this and uh.
[CUSTOMER][NEUTRAL] Uh, she's not here anymore and I'm trying to find out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If uh
[CUSTOMER][NEUTRAL] Who this policy is on it in my name or her name?
[AGENT][NEUTRAL] Sure. OK. Yeah. If I can get that policy pulled up, I can let you know.
[CUSTOMER][NEUTRAL] Yeah I got [PII].
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] My name is [PII] or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it may be under you may can look at her phone number which was [PII] if that's a link and that might get you to it.
[AGENT][NEUTRAL] So I can't search using a phone number, [PII], it would only be uh with the policy number which would be no longer than 8 digits or with the social security number. I could try searching with your name, um, that was [PII] for the last name?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, let me try that um are you in uh [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, all right, one moment.
[AGENT][NEUTRAL] Uh, [PII], what was your date of birth, please?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Got you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do believe I found a policy of yours.
[AGENT][NEUTRAL] What's your um mailing address [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Got you. OK, thank you so much for verifying that. I did find looks like a few policies with us um we have uh in intensive care and it does look like they're under, uh, [PII] as she is the policy holder.
[CUSTOMER][NEUTRAL] OK, and they are per per uh they're.
[CUSTOMER][NEUTRAL] Oh this a life insurance or what is it?
[AGENT][NEUTRAL] There's several so um we deal with a lot of supplemental coverages. So for example, um there is a life, uh.
[AGENT][NEUTRAL] Policy, let's see, the intensive care, there are several, give me just a moment, let me get all of that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and several are just going to be in her name.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, her name is [PII].
[AGENT][NEUTRAL] Yes, sir. One moment.
[CUSTOMER][NEUTRAL] You need her date of birth? I got it handy.
[AGENT][NEUTRAL] Uh, no, so that's all right. um, so I do see several that, uh, she had that were just her, but I did find one and I do believe this is a life policy. It's a bit older, so I'm just going to confirm that, um, and you are the only active one on this policy give me just a moment.
[AGENT][NEUTRAL] Were you just needing to see what kind of coverages y'all had?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanna see what this, uh, I think it's about, uh, $70 a month coming out.
[AGENT][NEUTRAL] Here we are.
[AGENT][NEUTRAL] OK, so the one that has just you on it, it is actually a lump sum cancer policy. So meaning if you were to be diagnosed with cancer, uh, you could file this claim for a one-time lump sum payment.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And, and how much of that
[AGENT][NEUTRAL] Oh, let me see how much that amount is.
[AGENT][NEUTRAL] So that benefit amount is $5000.
[CUSTOMER][NEUTRAL] OK, and what else do I have that we have there that's in her name.
[AGENT][NEUTRAL] Let me check all of that. Bear with me just a moment. I'm sorry, is they're a bit older I'm having to pull up the policies, so bear with me. I appreciate your patience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] It is thinking about it. I'm so sorry. Yes, I'm so sorry. It is really thinking about it.
[CUSTOMER][NEUTRAL] Are you still with me? OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this one is.
[CUSTOMER][NEUTRAL] I'll give you that, OK.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, go ahead. I'm, I'm, I'm trying.
[AGENT][NEUTRAL] OK, so this is one that's just in [PII]'s name and it's a heart attack and stroke policy. So again, benefits, uh, particularly for um the events of a heart attack or stroke, and I believe this one is a life policy, but again, I'm gonna have to get this pulled up and take a look.
[AGENT][NEUTRAL] OK. This one is a cancer and specified disease policy. So different than the lump sum policy in the sense where uh the lump sum, of course, is a one-time benefit and that's it. The cancer and specified disease is going to be more for the treatment um of those things.
[AGENT][NEUTRAL] And then the, uh, so that one is also just for [PII], as well as the heart attack and stroke. So the ones that you have are going to be that lump sum cancer benefit and intensive care.
[CUSTOMER][NEUTRAL] OK, uh, so, uh, she had 2 policies and I had 1.
[AGENT][NEUTRAL] Yes sir, now you're both on the intensive care. The intensive care policy has both of you listed.
[CUSTOMER][NEGATIVE] Well, she has passed, she passed away [PII].
[AGENT][NEUTRAL] OK, well I'm so sorry to hear that. um, so what we would need to do if were you wanting to keep these policies um for you and then um just uh give us the information so we can cancel uh the one for [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I guess, I think we're just gonna cancel them all because, uh, she died, uh, with a.
[AGENT][NEUTRAL] All of them.
[CUSTOMER][NEUTRAL] With a, uh, uh, pulmonary embolism.
[AGENT][NEUTRAL] Sure, OK, OK, so the ones that are just for [PII], um, we would first need a copy of her death certificate, um, before we're able to do anything with that. Um, however, this one that's just you, of course we can go ahead and get that one canceled. Give me just a moment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Can I take a picture of it and send it to you?
[CUSTOMER][NEUTRAL] Oh you need to uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I think that would be OK, but I can, I can definitely find out, um.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK, [PII], if you don't mind um I'm going to put you on a brief hold. I'm gonna reach out to our customer service department they would be the ones to help you get this policy canceled, um, anyway, but I'm going to uh see what we have to do like what's all required for that, uh, that certificate if you don't mind.
[CUSTOMER][NEUTRAL] OK, well, I, I got it here. I, uh, I can.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, uh, photograph it and send it to you or or something like that.
[AGENT][NEUTRAL] Sure, OK, yeah, um, give me just a moment and I'll see if that would work. I'll get right back with you OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] Doing all right, thank you. So I've got a member on the line um and I guess he and his uh spouse who has recently uh passed away, uh, they had several policies with us. He's listed on some, uh, she's got her own individuals apparently, uh, but there is one that he's just active on.
[AGENT][NEUTRAL] So long story short, he wants them all canceled, um, and I know he needs to send us that death certificate, uh, for, um, the spouse, but he asked, and I don't know why I never thought about this, um, he asked if he could simply take a picture of it and send it to us that way. Would that work? Or would it have to be an actual copy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, yes, I can work.
[CUSTOMER][NEUTRAL] No, that actually, that works. Yeah, whatever, um.
[AGENT][NEUTRAL] It does. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I wasn't sure. All right, um, is there anything we can do in the meantime to like, uh, stop the payments or anything or do we have to wait for that death certificate to be received?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, let me look at it really quick. Give me one of the policies.
[AGENT][NEUTRAL] Uh, sure, so one, that is the uh 136969, and this is the only one that she's not active on, it's just his, so I think we can go ahead and get that one canceled.
[CUSTOMER][NEUTRAL] Mhm. Yes, this one can.
[AGENT][NEUTRAL] But the others.
[CUSTOMER][NEUTRAL] Yeah, this one, I can go ahead and cancel it already. Um, but as for the other ones, um, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, let's see.
[CUSTOMER][NEUTRAL] Um, we dropped.
[CUSTOMER][NEUTRAL] OK. Um, but yes, as for the other ones, I can temporarily place them on a, uh, what is it called, like a direct bill if he isn't. Uh, mhm. And even though he receives the bill, um, he can just, um, we can wait on that.
[AGENT][POSITIVE] Oh awesome OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Disregard
[AGENT][NEUTRAL] Got you OK alright well I will let him know, um, as far as sending that to us, could he email it or does he have to mail it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, he can email it as well. It's, it goes to that care team.
[AGENT][NEGATIVE] I thought so. I don't know why I'm second guessing this, I thought so, but I don't know. It's just something about today. I'm like that doesn't sound right.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEUTRAL] All right, well I will let him know, um, are you going to go ahead and cancel this one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I already want to cancel that one ending in 6969. And for the other ones, uh mhm and for the other ones, when you get a chance, you can just um
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] I sure appreciate it. Mhm.
[CUSTOMER][NEUTRAL] Send me on a direct message, the policy numbers and I'll go ahead and change them. You can just let them know that we made a a a change for them to stop the payments. Mhm.
[AGENT][NEUTRAL] Oh, got you.
[AGENT][POSITIVE] OK all right well I really appreciate your help. I will let him know thanks [PII].
[CUSTOMER][POSITIVE] You're welcome. Thank you.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hey [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Oh yes I'm here.
[AGENT][POSITIVE] All right I appreciate your patience thank you OK so yes and uh just a photocopy would be perfectly fine um and whatever is easier for you, you can of course send it to us in the mail or you can just email it to us that photo, and I can give you that email address whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, give me, give me something, let me get something to write on. hang on just a second.
[AGENT][NEUTRAL] Yes, sir. Sure.
[CUSTOMER][NEUTRAL] Alright, give me an email address.
[AGENT][NEUTRAL] Yes sir, so that is [PII], so [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Yes sir, [PII].
[CUSTOMER][NEUTRAL] It's like all one word.
[AGENT][NEUTRAL] And the word [PII], so [PII].
[CUSTOMER][NEUTRAL] Do I need that special attention to anybody?
[AGENT][NEUTRAL] No sir, um, you could just reference, uh, one of the policy numbers is perfectly fine and I can give you one,
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Let me know when you're ready I can give you one of those policy numbers. Well, I can give them all to you actually.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] Well, uh, I'm ready.
[AGENT][NEUTRAL] Yes sir, so 66364.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh 96993.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the last one that is 135677.
[CUSTOMER][NEUTRAL] OK, let me do uh 66364.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And 96993.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And 135677.
[AGENT][NEUTRAL] Correct, yes sir, and the other one that just had your name, the lump sum, uh, we did go ahead and cancel that one, so nothing additional needs to be done for that, um, and I did speak with the rep in a customer service she did go ahead and halt, um, any payments uh for these other policies so you don't have to worry about that until we get the death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then from that point we can go ahead and get them officially canceled so if you receive any bills or anything like that in the mail, you could just disregard them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, they were doing an automatic draft that we now we're trying to get this taken care of they need.
[AGENT][NEUTRAL] Oh, OK, OK, I'll be sure to let them know that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it was, uh, like I said, it was on auto draft, and I didn't know who they were. I had to, uh, look up on the internet who they were all these people were going to.
[AGENT][NEUTRAL] Oh, identify, yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, she, my wife took care of all the finances and, uh, and she was supposed to, uh, had put all this stuff in the book and she never did get to it before she passed. So now I'm just, I'm trying to go through all of this stuff. I've been doing it for a month now trying to get all this stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, right.
[AGENT][NEUTRAL] Piece together all the, yeah.
[AGENT][POSITIVE] Oh my goodness. Well, at least you got one thing knocked out and taken care of. I hope everything gets easier for you, [PII]. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, uh, no, that's all. I, I do appreciate your help.
[AGENT][POSITIVE] Absolutely yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, you too, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] All right, all right, bye bye.