AccountId: 011433970860
ContactId: cf3809a7-c0ad-4f71-830c-f5aede1647c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731989 ms
Total Talk Time (AGENT): 135923 ms
Total Talk Time (CUSTOMER): 298093 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/cf3809a7-c0ad-4f71-830c-f5aede1647c1_20250613T18:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, I was, I think I called last week but.
[CUSTOMER][NEUTRAL] So we got, uh, I paid my mom and my stepdad's um cancer policy, but I had called because I sent the death certificate. He passed away [PII] and it's due, um, the payment's due, so I'm trying to decide what should I, my amount I should pay. They had each separate policy numbers, um, and I can give you whichever you want.
[CUSTOMER][NEUTRAL] Or, but I'm trying to decide should I pay any more on his because he passed away [PII] and this says the policy periods from [PII] so I'm thinking that I wouldn't do anything on his just pay my mother's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] I don't even know if I'm on there.
[CUSTOMER][NEUTRAL] It's 00504616.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I've seen a death certificate. I emailed it last week, I think.
[CUSTOMER][NEUTRAL] But I haven't yet got together all the hospital stuff to send in yet.
[AGENT][NEUTRAL] OK. And what's your dad's name?
[CUSTOMER][POSITIVE] I mean, I get, I'm getting it.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Uh spell that last night.
[CUSTOMER][NEUTRAL] [PII] [PII], [PII] [PII]
[AGENT][NEUTRAL] Spell that one more time. You're a little fast for me. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] I'm just kind of afraid not to pay it because I know he was paid up [PII], but I, I would rather send it in and get the money back than something happened and they say, well.
[CUSTOMER][NEGATIVE] It was canceled on the day he died and it.
[CUSTOMER][NEUTRAL] It's not, but
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment, OK.
[AGENT][NEUTRAL] It looks like it was bank draft.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I usually send a check in and I pay both of them together. His [PII] and then hers.
[CUSTOMER][NEGATIVE] And it had never automatically come out of their checking account.
[AGENT][NEUTRAL] OK, and your mom is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I usually send one check and just add them both together.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] It's 504-615.
[AGENT][NEUTRAL] And the other 4740.
[CUSTOMER][NEUTRAL] Yeah, that was her, hers and hers will stay going.
[AGENT][NEUTRAL] Well, with the other policy number, it looks like it was termed.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Usually paid quarterly.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright it's been like quarterly for years.
[AGENT][NEUTRAL] I may have to transfer you to our customer service department. Uh, Miss. [PII], what is a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK OK, hold on one moment please.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, Ms. [PII], thank you so much for holding. Um, but I was looking at the policy number you gave initially and that policy had completely turned because it looks like it was only your mother and your father, but it was switched to an individual policy. And so when we received his death certificate, he was taken off, so it was uh terminated completely.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But the other policy number I show for your mom, that one is still active for the 4740.
[CUSTOMER][NEUTRAL] Mhm, so that's what I need to pay in.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] The 4740. Well, the thing is, I had it paid up and I sent the death certificate on [PII] to y'all to stop his, but I ain't got all his information together cause he died of cancer and it was like a sudden thing. He found out [PII] and he died [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEGATIVE] And I haven't, we really haven't got into it was like a shock and we haven't, I'm getting all the information from the hospital like I know about it because I went through it with her some years ago cause she had cancer.
[CUSTOMER][NEUTRAL] And I just, I was kind of afraid not to pay it because I don't want anything to look like it wasn't paid because I know I had it paid up.
[CUSTOMER][NEGATIVE] But you know, it was, this is the date the [PII] from June this is June to August to pay, but I just didn't want to not pay it and then be messed something up because I got to get all the information together to turn in.
[AGENT][NEUTRAL] OK, well, I'm sure the policy is active, so you can still submit that information to us, um.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] I know when I talked to them, I guess it was the [PII] cause I went on they said send the death certificate. She said there wasn't a time limit on getting the claim started. I just needed to deactivate his because of the death.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So does all that sounds right, is there a certain amount of time because I've got pretty much all I need. I'm just, I probably will send it next week to do like the claim for everything, but I'm still waiting on a little bit of stuff from home health and hospice.
[AGENT][NEUTRAL] Um, that is the same thing. We, there's no time limit to submit claims, so you can submit the claim information any time.
[CUSTOMER][NEUTRAL] OK, so I've got weeks to do it.
[CUSTOMER][POSITIVE] Alright, so I don't need to worry about his, his account no more as far as payments go, right?
[AGENT][NEUTRAL] Uh, correct. From what I'm showing that it was switched to an individual and then once they received the death certificate and that policy was completely terminated.
[CUSTOMER][POSITIVE] Everything's OK there.
[CUSTOMER][NEUTRAL] OK. Can you tell me the date it was it must have probably was like [PII] or right after it. And can you tell when it was stopped, totally?
[AGENT][NEUTRAL] Well, the pay today is to [PII] of this year, so that would be the termination date.
[CUSTOMER][NEUTRAL] Oh, for [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right then.
[CUSTOMER][NEUTRAL] Well, I would just not worry about it then. I didn't wanna over send send money to just get it right back, but I was just kind of, I didn't know if I should not pay it or not.
[CUSTOMER][NEUTRAL] But I know he was paid up on the day he died, so I guess that's all that matters.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, well thank you and I will probably send all this in next week, so get it started.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] And I'll put it in notes.
[CUSTOMER][POSITIVE] Alright you have a good weekend.
[AGENT][POSITIVE] Alright, you too, and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. All right. You too. Bye-bye.
[AGENT][NEUTRAL] Mm bye.