AccountId: 011433970860
ContactId: c177f797-8014-4fb6-9e56-fe3f7c37d307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394899 ms
Total Talk Time (AGENT): 126252 ms
Total Talk Time (CUSTOMER): 170179 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c177f797-8014-4fb6-9e56-fe3f7c37d307_20250527T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] I'm calling uh in regards to a policy that my father, [PII]
[CUSTOMER][NEUTRAL] Has been paying with uh your company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Policy number is 01670206.
[AGENT][NEUTRAL] OK, and that was 01670206?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And what was his
[AGENT][NEUTRAL] His name?
[CUSTOMER][NEUTRAL] His name's [PII]
[AGENT][NEUTRAL] Um, yeah, I didn't pull that name up under this number. Let me
[AGENT][NEUTRAL] Search by the name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um, give me just a moment.
[AGENT][NEUTRAL] And [PII], correct, [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] OK, I found it, um.
[AGENT][NEUTRAL] OK. And how can I help you?
[CUSTOMER][NEGATIVE] Well, I just found this, he passed away, uh.
[CUSTOMER][NEUTRAL] Uh, on the, uh.
[CUSTOMER][NEUTRAL] A couple of weeks ago, Sunday before last, and uh we were going through this uh paperwork, uh looking for some burial policies and things like that. I just came across this.
[CUSTOMER][NEUTRAL] Policy, and I noticed that he's been uh taken out by bank draft that says effective date [PII]. He's been paying monthly for it.
[CUSTOMER][NEUTRAL] Uh, I was looking at the benefit descriptions on it, uh.
[CUSTOMER][NEUTRAL] And I just had one question. It has a first occurrence and diagnosis benefit. And, uh, that's one thing I wanted to ask you about. He was diagnosed with prostate cancer, but this has been, uh,
[CUSTOMER][NEUTRAL] Probably going on 3 years ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It has a $5000 benefit amount for first occurrence, but I didn't know, you know, how quick that would have had to been filed or if there is a time limit on it or.
[CUSTOMER][NEUTRAL] Yeah, I just wanna know before I stop the, the payment on this uh policy. I wanna know that, you know, that we can't claim anything uh on it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, so up until the date of his death, um, you have unlimited time to claim any benefits that are compensable under this policy. So there's no timely filing limit or any of that. So, and I can mail out a claim form um to complete for that and then we'll also need, um, do you have a copy of the death certificate?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do
[AGENT][NEUTRAL] OK, um, we'll also need that. So let me send out those claim forms. Can you verify the address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK, so yes, I will get those sent in the mail um to that address that you just gave me and then like I said, you have unlimited time to file for any services, um, rendered prior to the date of death.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] He, uh, he did not die from the cancer, but he was diagnosed with it, so.
[CUSTOMER][NEUTRAL] Would there still be, uh, would they still pay this benefit amount just because he was diagnosed with it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Correct. So, um, and this is not a guarantee of payment, it's a basic outline of the policy. So that first occurrence benefit, it's not contingent upon cause of death, it would be the actual diagnosis of cancer, um, for that benefit to be payable. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well, can I go ahead and stop this bank draft this uh.
[CUSTOMER][NEGATIVE] Being taken out every month now since he's passed away.
[AGENT][NEUTRAL] Um, we will need the death certificate before we can stop anything, um, so.
[CUSTOMER][NEUTRAL] Before we do that, OK, alright.
[AGENT][NEUTRAL] Yeah, once, once we receive that, anything, um, that is owed um by refund, we'll, we'll send that back to you if, um, you know, if the premiums exceeded the date of death, of course, so, um, but I'll also, like I said, I'll get you that claim form that sent in the mail, look out for that and then um if you can provide that death certificate, um, once you get that, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I sure will. I sure appreciate your help.
[AGENT][NEUTRAL] OK, anything else I can help with, sir?
[CUSTOMER][NEUTRAL] No, that's the only question I had, uh, so.
[AGENT][POSITIVE] OK. Well, thank you.
[CUSTOMER][NEUTRAL] Uh, I was just wondering about that, so.
[AGENT][POSITIVE] OK. Well, thank you for calling.
[CUSTOMER][POSITIVE] We didn't even know he had this policy till, uh, I got to looking through it, uh, but I think probably Medicare has paid his expenses.
[CUSTOMER][POSITIVE] On everything, so, but I still, I didn't even realize he had this we got to looking through paperwork, looking for, uh, burial policies and things, but, uh, I appreciate your time and thanks for your help.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.