AccountId: 011433970860
ContactId: cecc0ccf-2628-4e11-8642-741d9f8359d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226110 ms
Total Talk Time (AGENT): 57593 ms
Total Talk Time (CUSTOMER): 120147 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/cecc0ccf-2628-4e11-8642-741d9f8359d6_20250224T22:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in the customer service department. I've got an agent on the back line and she's trying to help this insured's sister file claims because he passed away. I need you to look at the policies, two policies for me and tell me if they're the same claim because apparently she's reporting back to them that we keep denying claims because it's not effective [PII], but.
[CUSTOMER][NEUTRAL] He had two policies and they, they just kind of overlapped.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um 207-842-2.
[CUSTOMER][NEUTRAL] There's a claim out there for 7:25 or 24.
[CUSTOMER][NEUTRAL] And then he had, he had a new policy that was issued effective at [PII] and that was 242.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 691 7.
[CUSTOMER][NEUTRAL] And there's a claim that was submitted on [PII]. I'm thinking it's the same one, but I wanna make sure.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] The one that was submitted 7/25 of 24 was the power of attorney information, so that's the only thing that's on that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it wasn't nothing. OK. And then the other one that I gave you?
[AGENT][NEUTRAL] That one,
[AGENT][NEUTRAL] Let's see what we got.
[AGENT][NEUTRAL] Pile of attorney paperwork.
[AGENT][NEUTRAL] The first one
[AGENT][NEUTRAL] Power of attorney paperwork. That's the only thing that they have let me look again, but like that's the only thing they've been sending is power of attorney paperwork.
[CUSTOMER][NEUTRAL] So, OK, I'm confused now.
[CUSTOMER][NEUTRAL] Cause there's a note in here saying that medical records were advised. Is that because of the power of attorney?
[AGENT][NEUTRAL] But I'm about to
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Let me look at the notes.
[CUSTOMER][NEUTRAL] I know she said [PII] called wanting to verify if we received medical records.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, OK, I get it now. So she said nothing. So then why is she telling me that? I
[AGENT][NEUTRAL] Let me, um, I'm about to look because it looks like the only thing they're sending this pile of attorney paperwork, but.
[CUSTOMER][NEGATIVE] Or maybe she's calling and they're pulling up the old policy and they're thinking it's no benefits provided after [PII] and they don't know she's got the new one.
[CUSTOMER][NEUTRAL] Well, she doesn't have it. Her brother had the new one.
[CUSTOMER][NEUTRAL] Maybe that's what it is.
[CUSTOMER][NEUTRAL] She because she keeps saying there's no coverage past 91 to 23.
[AGENT][NEUTRAL] Oh, OK. Let me see. I'm looking at what was submitted.
[AGENT][NEUTRAL] When did he pass?
[CUSTOMER][NEUTRAL] She said in August, and there's a note in here that we were received the death certificate, but I can't find it.
[CUSTOMER][NEUTRAL] Or maybe she's thinking
[AGENT][NEUTRAL] I don't know why.
[AGENT][NEGATIVE] Why are they sending power of attorney? I mean, power of attorney doesn't.
[CUSTOMER][POSITIVE] I know once they, once they perish, that's why I was, maybe she's thinking it's a life policy, girl, who knows? All right, when you explain what I needed. Let me go back and let her know. Thank you. Have a good day.
[AGENT][NEUTRAL] Do anything.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, you're welcome. You too. Bye.
[CUSTOMER][NEUTRAL] Mm bye.