AccountId: 011433970860
ContactId: cad64112-5c8e-46eb-88a1-91d5b75ac37b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 863179 ms
Total Talk Time (AGENT): 208439 ms
Total Talk Time (CUSTOMER): 216173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/cad64112-5c8e-46eb-88a1-91d5b75ac37b_20250324T16:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care this morning. How are you?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm good thank you. I have a question on a check for a claim. Is that something you could look at with me real quick?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want the policy number or the check number?
[AGENT][NEUTRAL] Uh, give me the policy number.
[CUSTOMER][NEUTRAL] Policy is 7, oops sorry, I had to pop up 769.
[CUSTOMER][NEUTRAL] 757
[AGENT][NEUTRAL] OK. For [PII].
[CUSTOMER][NEUTRAL] For [PII], mhm, so there was a check issued um under a claim and it was issued under succession of [PII] I have [PII] on the line and she's saying that the bank won't cash the check so I'm wondering is there a way that we can get the succession taken off? Do I just do a hub request?
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So did she say that he has he passed away, the insured passed away or something?
[CUSTOMER][NEUTRAL] Yeah, well, and she's saying that the bank won't let her, yeah, cash it. They're saying that if it was in [PII] of [PII], like it just can't have the succession of I guess on there.
[AGENT][NEUTRAL] Spells
[AGENT][NEUTRAL] OK, so he did pass away.
[AGENT][NEUTRAL] So is she able to deposit to pay the check?
[CUSTOMER][NEUTRAL] No, that's her issue. They won't, the bank won't accept the check.
[AGENT][NEUTRAL] OK, because they probably did that because there's no um.
[AGENT][NEUTRAL] If there's not a beneficiary.
[AGENT][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] You look one more place for some notes and then I'll let you send her over to me because we may just have to give her a call back to find out about this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on, ba. [PII].
[AGENT][NEUTRAL] OK, it looks like the documents that she sent over has a session of [PII], so that's why we had to add it, but you can send her over and I'll speak with her.
[CUSTOMER][NEUTRAL] OK awesome I'm just gonna go back to her she's been on hold for a minute. I'm just gonna let her know I'm transferring her before I send her to you, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty thank you.
[CUSTOMER][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you doing today?
[AGENT][POSITIVE] I'm doing well thanks for asking how are you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I think, uh, the examiner, I'm sorry, the representative sent you over to me because she said that you were stating that you were unable to cash the payment that we mailed out to you, is that correct?
[AGENT][NEUTRAL] Or that the bank would not accept them.
[CUSTOMER][NEUTRAL] Yes, as well as I had a.
[CUSTOMER][NEUTRAL] Uh-huh, as well as I had a question about how the, how the claim was, I mean how much he get per day for his policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, uh, the payment that you received that has the succession of [PII], uh, that would, that's how the court documents read and so that's how we made the payment out.
[AGENT][NEUTRAL] And so are they, would they let you deposit the check?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Into your account?
[CUSTOMER][NEUTRAL] I repeat, I can't hear you. Huh?
[AGENT][NEUTRAL] I'm sorry, I said the court documents that we received from you.
[AGENT][NEUTRAL] They have succession of [PII], so that's how we had to make the check out the same the way they were uh the court documents came into us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, what do you need different because I sent you that to show that it's showing that I am his spouse and so that well to verify my status.
[AGENT][NEUTRAL] I mean we already have that information.
[AGENT][NEUTRAL] But I'm saying that when we made the checkout, the court documents state succession of [PII] and it has has you listed as well as another individual.
[AGENT][NEUTRAL] Uh, on the court documents, yes ma'am, the court documents. So we, so they just made the payment out the same as the court documents read succession of [PII]. So I don't know if you still have a copy of those documents.
[CUSTOMER][NEUTRAL] His daughter.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, I have a copy of those documents. So what you're saying that's the only way that you can do that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. So if it had if it had, uh, if the court documents read, you know, the estate of him, however those court documents read, that's how we have to make the payment out.
[CUSTOMER][NEUTRAL] OK, well, I can call the attorney and see if we can get some diff because the bank is saying that they cannot make it like they cannot deposit it like that because there is not an account set up for for for that and that's a hospital indemnity is not a life insurance policy that's what they're telling me.
[AGENT][NEUTRAL] OK, and so is Mr. [PII] is not on the account?
[AGENT][NEUTRAL] The bank account?
[CUSTOMER][NEUTRAL] He's on the account, yes, yes, but they're saying if it would have been made out to him because he's on the account, it could be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It could be processed, but because you all made out to the succession, uh, we will have to have an account, a succession account.
[AGENT][NEUTRAL] OK, OK. All right.
[CUSTOMER][NEUTRAL] And they asked why would you all do that when it's a hospital indemnity to pay our bills.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Because his life insurance didn't even do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know. I'll check I can check on that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you were trying to see how much his policy paid for um.
[AGENT][NEUTRAL] The ICU per day, is that correct?
[CUSTOMER][NEGATIVE] Well, the lady told me tell it pay for ICU for a day, but am I right? His, his policy should have paid for more than one day because he was in the hospital long in one day.
[AGENT][NEUTRAL] Uh, I'm showing that they paid for 2 days.
[CUSTOMER][NEUTRAL] Yeah, but if you read that, cause the lady said she went back to refer her, he was, they just saying he was in ICU those two days, but then he was in the hospital until the [PII] when he passed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a second to look at your policy to see if it has any um in hospital benefits. One second.
[CUSTOMER][NEUTRAL] That's why I'm just trying to find out if it does or not cause I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, OK, and Ms. [PII], is there a callback number?
[AGENT][NEUTRAL] And so that I can just verify that.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, my num my number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me read that back. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, that is. I'm speaking to Ms. [PII]. What's your last name?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Last name is [PII] and so you wanna find out about the session and we can remove that and also the inpatient hospital days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct? OK. And was there anything else?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, to see if his policy covers it. No, ma'am, that's all I know.
[AGENT][NEUTRAL] OK, alright, give me one second to uh get with the examiner and get this reviewed, and then I'll give you a call right back.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] Bye.