AccountId: 011433970860
ContactId: bee2d3e0-55a2-4a96-903b-803cf664ddd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 768859 ms
Total Talk Time (AGENT): 345339 ms
Total Talk Time (CUSTOMER): 242757 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/bee2d3e0-55a2-4a96-903b-803cf664ddd5_20250217T19:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and my mother, who passed in January, um, had a policy with you. Thank you. She had a policy with you.
[AGENT][POSITIVE] Oh I'm sorry.
[AGENT][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My sister has contacted you, but she needs help, uh, with someone else helping her make contact.
[CUSTOMER][NEUTRAL] I don't know if you need to know her name. I know if that's part of your record or not.
[CUSTOMER][NEUTRAL] But um I need to find out what's going on and what it is I need to do to be able to receive the finances from um my mother's claim.
[AGENT][NEUTRAL] OK. So your mother passed away in January, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What day in January did she pass away?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. And again, I am very sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. And Ms. [PII], what did you say your last name is?
[CUSTOMER][NEUTRAL] [PII], just like you try something on, try on.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, perfect. OK, thank you. And what is a good callback number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have your mother's policy number?
[CUSTOMER][NEUTRAL] Yes I do. It's 6641.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 860.
[AGENT][NEUTRAL] OK, thank you. So you're calling to find out what else needs to be done on the claim that you all have filed with APLs on your mother's policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, yes, ma'am.
[CUSTOMER][NEUTRAL] Or, or that we're filing for it. We're, we're trying to, you know, receive the funds from this policy.
[AGENT][NEUTRAL] OK, so just one moment and let me get her information pulled up and then I will.
[AGENT][NEUTRAL] Need to verify several things with you first for security. So just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, um, I will need to verify several things with you for security, and then any information that is provided to you today, Miss [PII] will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your mom's name and date of birth.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] And her birthday is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And her home mailing address that we would have had on file?
[CUSTOMER][NEUTRAL] Oh boy. Um.
[CUSTOMER][NEUTRAL] Probably my brothers. Um, if you could give me a second.
[AGENT][NEUTRAL] OK. Yeah, yes ma'am. That's fine.
[CUSTOMER][NEUTRAL] I can find it.
[CUSTOMER][POSITIVE] Fairly quickly here.
[CUSTOMER][NEUTRAL] It's in [PII] and I'm sure you have it.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Do you have an address written down there?
[AGENT][NEUTRAL] Are you asking me if I have the address? Yes, ma'am, but I can't give it to you. That's one of the um pieces.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you have
[CUSTOMER][NEUTRAL] You know, I
[AGENT][NEUTRAL] Of information we have to verify.
[CUSTOMER][NEUTRAL] I'm, I, I'm
[CUSTOMER][NEUTRAL] OK, I know, I know you cannot, um, I was just gonna ask if it's, um, [PII]. Oh, here I have the whole address. It's, it's not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] That's not the address that's on file. This is an [PII] address, and that's all I can give you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that must be her old house [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] What was the zip code?
[CUSTOMER][NEUTRAL] I think it it was [PII].
[AGENT][NEUTRAL] OK, thank you. And then a phone number that we would have had on file for her. Probably, this is probably a home number, I would, I would guess.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well her home number, um.
[CUSTOMER][NEUTRAL] It doesn't look like a cell number?
[AGENT][NEUTRAL] Mm, I, I mean, honestly, there's so many phone numbers now. Just trying, it's hard to differentiate what was, uh, a sale and what was home.
[CUSTOMER][NEUTRAL] But what you know.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Well, uh, let me give you her cell and, and we can at least see if that works.
[AGENT][NEUTRAL] This is a [PII] area code.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's been so long since we've had to use that number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is it [PII]?
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Oh, OK, go ahead.
[CUSTOMER][NEUTRAL] Is it [PII].
[CUSTOMER][NEUTRAL] Is it
[AGENT][NEUTRAL] Just, you can just verify, that's OK. You can just verify the last four digits of her social security number, Ms. [PII].
[CUSTOMER][NEUTRAL] hold on.
[CUSTOMER][NEUTRAL] Alright, that I have is [PII].
[AGENT][NEUTRAL] OK, thank you. So Miss, I do see, now this policy that she had with APL was a cancer policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And let's
[AGENT][NEUTRAL] Bear with me just one moment.
[AGENT][NEUTRAL] OK, and I do see that we did receive her death certificate and her policy was paid until February, so therefore there was not a refund due.
[AGENT][NEUTRAL] On the premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that would have been the only thing on there wasn't any beneficiaries on this policy. Again, this is a cancer policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So you're saying that the family has no funds coming from that policy?
[AGENT][NEUTRAL] That is correct. This is not a life insurance policy.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, I'm gonna have to have my sister call in because she received totally different information.
[AGENT][NEUTRAL] On the cancer policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't, um.
[AGENT][POSITIVE] And I'll be happy to.
[CUSTOMER][NEGATIVE] I mean, she died, she, she, she died from pancreatic, she got some pancreatic cancer.
[AGENT][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so we're needing you all to file a claim then you would have to file the claim for our review.
[AGENT][NEUTRAL] Which that was explained if before there would be, you know, any benefits determined to be payable on this policy.
[AGENT][NEUTRAL] Now you may get the claim form that would need to be submitted.
[AGENT][NEUTRAL] To us by going to our website, Ms. [PII] and printing out the cancer claim form.
[CUSTOMER][NEUTRAL] What's your website?
[AGENT][NEUTRAL] Excuse me, it is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. [PII]?
[AGENT][NEUTRAL] [PII], like [PII]. That's OK.
[CUSTOMER][POSITIVE] Oh, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So again, that website is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what is there a number on this claim form? I can make sure I have the right one?
[AGENT][NEUTRAL] When the page, yes ma'am, well, when the page pulls up, you're gonna see a link at the top that says claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You would click on that.
[AGENT][NEUTRAL] And when you scroll down the page, it will start listing out the different types of claim forms they are in alphabetical order.
[AGENT][NEUTRAL] And you are looking for cancer claim form.
[AGENT][NEUTRAL] Once you see where it says cancer claim form out to the right, you're gonna see a blue button that says download form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you will click on that, it will download the form and the first page of the form has all of the instructions.
[AGENT][NEUTRAL] For the completing the form and also the additional documentation that's required, so you can use that as your checklist.
[AGENT][NEUTRAL] And then once everything has, you know, you have gotten it all the required information together, it can either be mailed or faxed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the fax number and our mailing address is also on on the bottom of page one of the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, is there a time limit on this?
[AGENT][NEUTRAL] No, ma'am, there is not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, this is a lot of work, which I'm willing to do, but I wanna make sure that um.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] There's some hope of a family receiving funds, because you sounded really sure earlier that there would be no funds coming to us.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Yes, ma'am, but you had not indicated at that point that your mother had a positive diagnosis of cancer because I said this was not a life insurance policy, so there would be no benefits. With her having a diagnosis of cancer, then yes, ma'am, that is something that we could review for benefits on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Well, you're welcome. Um, so is there any other information or anything else that I can help you with at the moment, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's it. um, could you give me your name please?
[AGENT][NEUTRAL] Yes, ma'am. Again, my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Uh, thank you, [PII].
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that's all then that I can help you with at the moment, thank you very much for calling APL and I hope that you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Bye bye.