AccountId: 011433970860
ContactId: ca1a326e-79aa-4aae-b93f-942c2f635679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330700 ms
Total Talk Time (AGENT): 173161 ms
Total Talk Time (CUSTOMER): 170320 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/ca1a326e-79aa-4aae-b93f-942c2f635679_20250528T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I had called, I think it was last week, but I'm just, I really have a question.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it's on my, it's on my stepdad's insurance. I got his policy number here. We got his death certificate in last, it was Saturday. But as far as he died of stomach cancer and it happened [PII], how long do I have like to go get medical records through the hospital and do all of that? I mean, I know it's, it's there to do, but I'm trying to
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm really not in that big of a hurry to do it. How much time do we have to turn all that in?
[AGENT][POSITIVE] Yeah, you're fine, absolutely.
[AGENT][POSITIVE] There is no timely filing limit uh we completely understand that so that's whenever is convenient for you, uh, that is perfectly fine. There is no limit or a specific time frame you have to get that information to us.
[CUSTOMER][NEUTRAL] OK. I was still in the release out for it and I just said, oh wait, just wait on this. I think, I think it's not, no big rush.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] Sure. Yeah, no, you're perfectly fine.
[CUSTOMER][NEUTRAL] What about the, now I got the death certificate. We do get that if you need that, that much, could I email it or do I need to mail it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely you can email that to us um especially if you're not listed under the policy um or you can have anything that regards you as like next of kin or somebody that we can disclose information regarding the policy to you can send that to us as well, um of course if you're needing it.
[AGENT][NEUTRAL] Canceled, uh, we would need that death certificate uh and that way you know we can stop the billing or if there's any premium being taken out but even if it is canceled there's still no timely filing limit so it as long as you know it was active during that time whenever is convenient for you you can get that to us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, I think when I called last week I gave the number and y'all spoke to my mother and she OKed me to talk to you. I don't know, could you get the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, we can get that pulled up absolutely.
[CUSTOMER][NEUTRAL] It's 00504616.
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] And my mom's on a separate.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then, uh, before we go any further, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] And he was my
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I appreciate it thank you one moment.
[AGENT][NEUTRAL] Uh, what was your, uh, mother's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, yes.
[CUSTOMER][NEUTRAL] And she's got a policy also, but theirs was not combined. It was two separate accounts because we, we wanna keep hers going.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, yeah, that's fine.
[AGENT][NEUTRAL] Absolutely yeah so I do see her listed here so that's perfectly fine um if she's the contact that's perfectly fine so uh yeah, the only real rush I would think is again if you wanted to get that death certificate with us so that we can get this policy canceled as it stands, let me see what the mode of payment is for this because if we're just sending a bill that's not that big of a deal but I know some people have it on a draft, you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We, I was
[CUSTOMER][NEUTRAL] I paid it quarterly, quarterly, I was mailing in the mailing it in.
[AGENT][NEUTRAL] OK, OK, so that's fine, you know, just if there was a draft payment, you know, obviously we probably wanna get that stopped, but um, yeah, that's fine so um I can go ahead and give you that email address whenever you're ready, [PII], uh, to send us that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's it, [PII].
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'll mail that in. I know he's paid up to date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But as long as I mean I know you need the death certificate to stop the payments. I just don't want to interfere with her account but hers is totally separate her theirs wasn't together.
[AGENT][NEUTRAL] oh yeah, no, no, that's perfectly fine if you just reference uh this specific policy number then that's, that's fine.
[CUSTOMER][POSITIVE] OK. All right. And we'll eventually get that other stuff in just with work and everything. It takes a lot of time running and doing.
[AGENT][POSITIVE] No worries.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Oh, I understand some of these providers don't make it easy either, so I completely get that.
[CUSTOMER][NEUTRAL] All that.
[CUSTOMER][POSITIVE] Oh, no, no, no, they don't. OK. I appreciate it. Hey, is a, well, I guess a copy is OK, huh, I got some originals, but I, a copy it will work. OK. All right.
[AGENT][NEUTRAL] Alrighty Miss [PII], was there anything else I can help you with?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh yeah, that's perfectly fine.
[AGENT][NEUTRAL] Sure, yeah, that's fine.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] All right. Well, thanks again Mr [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.