AccountId: 011433970860
ContactId: bacd6de7-1510-4740-babc-e84a9047a00c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 668599 ms
Total Talk Time (AGENT): 279878 ms
Total Talk Time (CUSTOMER): 285714 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/bacd6de7-1510-4740-babc-e84a9047a00c_20250307T20:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I am calling regarding a policy that my mother-in-law had with you guys. Um, she passed away on [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And um I had contacted your company um earlier and spoke with [PII] and let her know about [PII]'s death, um I was under the impression that she had a life insurance policy with you guys but um after a little bit further digging and visiting back and forth with [PII], she said that um she did not have an uh life insurance policy but that she had a um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Policy for heart attack and stroke and I said, well, she suffered a stroke in August and that's basically what led to her demise and her death.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So, um, I just kind of need to talk to somebody about if there's any benefits or, or anything, um, for her family on her behalf.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, thank you. And do you happen to have uh any policy number for her?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well I have um I have two different numbers, um, I have a policy number on um a piece of paper that she had from back in [PII] and I can give you that one.
[AGENT][NEUTRAL] OK, go ahead and give me that one.
[CUSTOMER][NEUTRAL] It is 9 HD.
[CUSTOMER][NEUTRAL] 178.
[CUSTOMER][NEUTRAL] 077
[AGENT][NEUTRAL] And that may be one of those old policy numbers. Let me see if I can pull up her information with that number.
[CUSTOMER][NEUTRAL] OK, well, I also have a number that's uh 1357-97.
[AGENT][POSITIVE] Oh, I like that one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Sounds like one after our after our digitalization. That's a hard word for me.
[AGENT][NEUTRAL] Let's see if I can pull that up. What?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] He, he died in [PII].
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] That's hard.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK. And I see that looks like, do you have the power of attorney?
[CUSTOMER][NEUTRAL] Yes ma'am, and I have sent that in as long as well as the will that states that I'm also the executor of the estate.
[AGENT][POSITIVE] OK, great. OK.
[AGENT][NEUTRAL] So, yes, this heart attack and stroke policy was active since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it does provide benefits. Let me get it pulled up.
[AGENT][NEUTRAL] Now, in order to file a claim, we will need the diagnosis code, I mean, the uh there's a claim form for miscellaneous treatment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is on our website at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. [PII] and it actually has instructions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is a
[CUSTOMER][NEUTRAL] OK, but it's a claim form for miscellaneous?
[AGENT][NEUTRAL] Just to
[AGENT][NEUTRAL] Right. For the heart attack and stroke.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And she did have benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I mean.
[AGENT][NEUTRAL] Uh, first occurrence for heart attack and stroke.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, see, I, I don't know all I, all I know is that she had listed among her um.
[CUSTOMER][NEUTRAL] Insurance policy.
[CUSTOMER][NEUTRAL] American public and then I have the paper here where it was um changed from a family to an individual when her husband died back in [PII]. And so that's kind of all I have to go on. I don't really know.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't really know anything else.
[AGENT][NEUTRAL] Well that policy number 135797.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is the policy number for her heart attack and stroke policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I tell you what, um, was she in the hospital for a long time after that heart? Did she go in ICU possibly?
[CUSTOMER][NEUTRAL] Yes ma'am, she um, she had the stroke on [PII] and um.
[CUSTOMER][NEUTRAL] She was in Paris Regional Hospital. She was flown to Plano, um, sent back to [PII] and was in the hospital for several months and then ended up in a, a, uh, rehab facility, um, skills unit before she came home on hospice.
[CUSTOMER][NEUTRAL] In in December.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] But yeah, she, she never came back home.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] So I'm checking on this policy. It does look like she does have a first occurrence benefit.
[AGENT][NEUTRAL] For the heart attack and stroke. Um, that means that we would pay uh, it's like a lump sum payment.
[CUSTOMER][NEUTRAL] OK, and what that means?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Upon the diagnosis of, of, you know, after we get all the paperwork in that does in fact state that she has, has had a
[AGENT][NEUTRAL] Heart attack according to the policy. But I'll tell you what I'd like to do, Ms. [PII], if you want, um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But if, would it be OK if I get you to our claims department because they can go over these benefits a little.
[CUSTOMER][POSITIVE] Yes ma'am, absolutely, yes, that would be great.
[AGENT][NEUTRAL] Deeper and they can tell you exactly, exactly what's needed to file that claim and of course we do have that claim form at [PII] for miscellaneous treatment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, if you don't mind holding just one moment, OK?
[CUSTOMER][POSITIVE] OK thank you [PII] you've been so helpful.
[AGENT][POSITIVE] Oh, it's been my pleasure. I'm just so sorry y'all are having to go through all this.
[CUSTOMER][POSITIVE] I know it's, it's rough. Thank you so much.
[AGENT][POSITIVE] But we are here for you. It is rough. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi, [PII], it's [PII]. Happy Friday. I
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I need to transfer a call um I've got.
[AGENT][NEUTRAL] Policy number 135797.
[AGENT][NEUTRAL] This is a heart attack and stroke policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have [PII] on the line. She's um, power of attorney and she's executor as well of the wheel. um.
[AGENT][NEUTRAL] Ms. [PII] passed away on [PII] from a heart attack.
[AGENT][NEGATIVE] Kind of went downhill.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm looking at the back file. I see some.
[AGENT][NEUTRAL] I'm not really sure if there's intensive care on here.
[AGENT][NEUTRAL] I saw some notes about intensive care since the policy sir it's not here.
[AGENT][NEUTRAL] But I'm, I'm not sure. She needs to know what benefits we've already talked about the claim form needed and the death certificate, she's aware of all that. Can you help her a little further?
[CUSTOMER][NEUTRAL] OK, so she just needs um help on filing a claim?
[AGENT][NEUTRAL] Yeah, and um the benefits, and I, we, we did discuss it was a first occurrence benefit for the heart attack and stroke.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I've got the back file pulled up and I was there intensive care benefits or?
[CUSTOMER][NEUTRAL] Um, normally I guess if there's not a policy certificate we would request one through customer service to be uploaded, but then they're, they're also all on SharePoint as well, um, copies of the policies.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Can you help her?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it's [PII] and I do have her callback number.
[AGENT][NEUTRAL] It's [PII] and I'll go ahead and put that hub request in um 271.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2413 and I have [PII] on the line.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And I'll take care of the hub request for the policy, sir. Thank you, [PII]. Hope you have a great weekend. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, Ms. [PII], I do have [PII] on the line and she's going to assist you further with those benefits, OK?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][POSITIVE] Thank you for holding, Ms. [PII]. Uh, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] OK, um, well, I'm sure [PII] explained that my mother-in-law had passed away and she had a policy with you guys, um, heart attack and stroke policy, um, so I, I, I don't really know anything about it other than she had it, um.
[CUSTOMER][NEUTRAL] I, I don't know what the benefits are. I know that [PII] had explained for me to um go on your website and um fill out a miscellaneous treatments claim perhaps.
[CUSTOMER][NEUTRAL] Um, so could you just tell me a little bit about what she had?
[CUSTOMER][POSITIVE] Sure, I can help you with that. Um, did she, I'm so sorry to hear about your loss.
[CUSTOMER][NEUTRAL] And did she pass away from a heart attack or a stroke?
[CUSTOMER][NEUTRAL] Well she had a stroke August 13th which.