AccountId: 011433970860
ContactId: d57390d1-ffdb-40e5-b0e8-bc89d1dca41b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268089 ms
Total Talk Time (AGENT): 146878 ms
Total Talk Time (CUSTOMER): 126803 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d57390d1-ffdb-40e5-b0e8-bc89d1dca41b_20250131T17:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a member on the line um I'm actually speaking with her sister. I was able to get verbal consent and all that fun stuff um it's a cancer policy and I guess her spouse, which is still showing active, he had passed away back in [PII], um, and I see a note they said that they did send in a death certificate, um, and I see a note where we spoke with them about it in December, but I'm not showing that we received it, but either way we could get him removed.
[CUSTOMER][NEUTRAL] I, right?
[CUSTOMER][NEUTRAL] Even without it?
[AGENT][NEUTRAL] Well, we have to have the, no, we'd have to have it to remove him. Um, what's the policy number?
[CUSTOMER][NEUTRAL] OK, even if it's the spouse, OK, yeah, it's um 459,140.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I saw a note from uh December where someone was speaking with her about um emailing us the death certificate and she said that they did but I don't see anything that saying that we have.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I don't see a note about a death certificate.
[CUSTOMER][NEUTRAL] Um, hang on, let me.
[AGENT][NEUTRAL] Shouldn't you all have the same notes as us?
[CUSTOMER][NEUTRAL] Yeah, um, it's a claims note. It was, uh, [PII]. It's, uh, [PII], um, made the note. It was an email.
[AGENT][NEUTRAL] Maybe that's why I can't see it because it's a claims note.
[CUSTOMER][NEUTRAL] Oh, weird. I thought we could all see the same stuff.
[AGENT][NEUTRAL] I guess not.
[CUSTOMER][NEUTRAL] Huh, well, OK. Well, you would still be able to know if um we received it though, right?
[AGENT][NEUTRAL] OK, so you do see the.
[AGENT][NEUTRAL] Yeah, I can check and see. Hold on, let me see. And they
[CUSTOMER][POSITIVE] OK, OK. That's interesting. I learned something new.
[AGENT][NEUTRAL] Yeah, I mean, we, we could take them off without a death certificate like during their open enrollment, but we wouldn't be able to, well, not like open enrollment, but like uh policy anniversary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEGATIVE] Um, yeah, but then they wouldn't get their back premium for the difference.
[CUSTOMER][NEUTRAL] Yeah, and that's the whole thing thing that they need apparently.
[AGENT][NEUTRAL] Yeah, so we would need that death certificate to have a um paper trail on when he passed away, so how far back the premiums need to go right, let me see.
[CUSTOMER][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] Does she have any other policies maybe or is this the only one? Let me see.
[CUSTOMER][POSITIVE] Oh, that's a good question.
[AGENT][NEUTRAL] She has 2, so sometimes they send in stuff and it only gets put into one so let me check the uh the intensive care policy too and make sure that.
[CUSTOMER][NEUTRAL] Oh yeah, she does.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, see, he's lapsed on that one, I didn't even look.
[AGENT][NEUTRAL] I bet that's what happened. Yeah, I bet that it only got put on one policy.
[AGENT][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Yeah, well,
[AGENT][NEUTRAL] Well, I don't see it on this one either.
[CUSTOMER][NEUTRAL] No, I don't either. I just like.
[AGENT][NEUTRAL] What in the world?
[CUSTOMER][NEGATIVE] I saw a note that said refund of premiums, but that was from [PII]. I was like, oh no, that can't be it.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Due to expiry age, uh, he aged out of this policy, so that's why he's, he's dropped off of here. OK. So yeah, we don't have it.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So they just need to send it again, OK.
[AGENT][POSITIVE] Yeah, and they can send it by email and we can get it done today.
[CUSTOMER][NEUTRAL] OK, OK, well, I was gonna just give her, she said that she could fax, so I mean, what do you think email would be faster?
[AGENT][POSITIVE] I mean, email is faster, I think, because even with the fax, it has to be loaded in.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] To only and then sent to somewhere and then sent to somewhere so the email to me the email is faster um because they'll get sent straight to y'all and then y'all will put it in the hub and then you know we go out there and assign it to ourselves so um yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got it. OK. I will let her know. I appreciate you looking. Thank you.
[AGENT][NEUTRAL] No problem. Is this my state? Let me see.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Come on, yes, I mean this is my state so I'll be looking for it if you, if you see the email come through I'll be looking for it so I can get it done for them today since they've been waiting on it.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][POSITIVE] Awesome sounds good. OK, cool, thank you for your help, memory.
[AGENT][POSITIVE] No problem have a good day.
[CUSTOMER][NEUTRAL] All right, you too, bye.
[AGENT][NEUTRAL] Mhm bye bye.