AccountId: 011433970860
ContactId: d59720aa-db03-4fbf-b569-1b1249d9b5b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587219 ms
Total Talk Time (AGENT): 230517 ms
Total Talk Time (CUSTOMER): 239538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d59720aa-db03-4fbf-b569-1b1249d9b5b0_20250102T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm in um in claims. I have um a Mrs. [PII] on the line. She's calling in regards to [PII].
[CUSTOMER][NEUTRAL] And his um policy number is 183-9233.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He is deceased, I believe it sometime towards the end of December.
[CUSTOMER][NEUTRAL] And of course and I have given her the information on how to file her claim or file a claim, but she needs to discuss, I know that the premiums were paid to [PII].
[CUSTOMER][NEUTRAL] And she said she sent all the information in for the bank draft, but I'm gonna let you speak to her further because we're showing that we still do not have premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Got you. OK. And what, what is her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII] and her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And all the information has been verified.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] OK. OK, I am ready.
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, [PII] was telling me that your husband has passed away.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I am so sorry to hear that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I am looking to see um now this is showing that it's paid to [PII].
[AGENT][NEUTRAL] So I'm looking to see um.
[AGENT][NEUTRAL] You know she said that you mentioned you had sent in a bank draft.
[CUSTOMER][NEUTRAL] Yes ma'am, he, he sent in a bank draft along with all of the other um information that was required, um, and so it's just, it's supposed to be coming out automatic draft for um a policy for his him and also myself which um.
[AGENT][NEUTRAL] Authorization.
[CUSTOMER][NEUTRAL] Should be coming out between the [PII] of every month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do see that we received the bank draft. I'm just looking to see um what is going on exactly.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Uh, I'm sorry, but do you mind if I research this and give you a call back?
[CUSTOMER][NEUTRAL] That will be fine.
[AGENT][NEUTRAL] OK, I just need to um check with my supervisor just to kind of see what happened. Um, we do show that we've received that, um, direct I mean the bank draft information on this, I mean it's dated [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And we do have that.
[AGENT][NEUTRAL] I'm just trying to see why.
[AGENT][NEUTRAL] I mean there's a note here that October, November and December needs to be paid to reactivate it, um.
[CUSTOMER][NEUTRAL] Uh I, I, I don't understand why is that why is that the case? Do I need to check his account to see what's going on because, um, this information was turned in and um, uh.
[CUSTOMER][NEUTRAL] Uh, original copies of things that y'all, um, did not need or came back to us in the mail on the, on, um, in November.
[CUSTOMER][NEUTRAL] Um, so I, I, I was on the assumption that everything had been taken care of.
[AGENT][NEUTRAL] OK, yes, yes, ma'am, um, let me look into it and I will definitely be giving you a call back. I don't know honestly if they um expected to receive a check for those 3 months and then start drafting, um, but I, I'm gonna check on that and just see.
[CUSTOMER][NEUTRAL] So according to this mail that y'all sent back, it says that
[CUSTOMER][NEUTRAL] The automatic draft will begin on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm just trying to figure that out because we didn't receive the draft information until December.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So someone dropped the ball in between the mail or or what?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I am not sure, um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But didn't get entered into the system until?
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] So December, what day December did you receive it?
[AGENT][NEUTRAL] Um, it shows that we received it on [PII].
[AGENT][NEUTRAL] And I'm sorry, when did he pass away?
[CUSTOMER][NEUTRAL] He passed away [PII].
[CUSTOMER][NEUTRAL] But we sent that stuff in the mail in September.
[AGENT][NEUTRAL] D
[CUSTOMER][NEUTRAL] Because that's when he was retired, he, I mean, he was working with the school board here in in [PII] and they were adamant about him getting his paperwork and stuff turned in uh with his benefits.
[CUSTOMER][NEUTRAL] For his uh insurance benefits to continue.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So all of that stuff should have been in the system um no later than late September early October I wanna say.
[AGENT][NEUTRAL] OK, OK, now are you saying he passed away [PII]?
[CUSTOMER][NEUTRAL] Yes, we funeralized him on the [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, this shows that someone left him a voicemail on the [PII] is why I was asking, um, so.
[CUSTOMER][NEGATIVE] He was not answering his phones, um, basically none of December, he, he was down on the bed in December. He was not answering any phones or text messages or emails or anything like that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Understand that. OK, yes, ma'am. Um, let me just see um.
[AGENT][POSITIVE] You know, let me get a good answer for you, and then I will call you back and let you know what, what we can do with it. Um, I'm sorry to leave you like that, but I will get on this right now and I will call you right back, maybe 30 minutes.
[CUSTOMER][NEUTRAL] And what's your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and you'll be calling from an [PII] number or?
[AGENT][NEUTRAL] Um, yes, it may be um [PII] number.
[AGENT][NEUTRAL] Honestly, I'm not sure what shows up when we call out um but it could be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll be waiting on your call back.
[AGENT][NEUTRAL] OK. Yes, ma'am. And let me ask you this, do you want to keep the insurance on yourself too?
[AGENT][NEUTRAL] Like as an individual.
[CUSTOMER][NEUTRAL] Um, it is
[CUSTOMER][NEUTRAL] I, I do want to keep the insurance on myself as an individual, um, and I, I, uh, right now I don't have any income, so his retirement benefits will be my income and so as soon as I can get all of that organized, how much is my policy number uh amount? Can you tell me?
[AGENT][NEUTRAL] Um, I will be able to tell you when I call you back, um, because right now it's like for both of you and it's 3225.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, for both, um.
[CUSTOMER][NEUTRAL] H
[AGENT][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] The 3225.
[AGENT][NEUTRAL] Let's look at that because
[AGENT][NEUTRAL] OK, I'm sorry, now this policy is on him only you're listed as a beneficiary, but you were not covered.
[AGENT][NEGATIVE] So we would not be able to continue it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You will not be able to continue your mind because it was canceled when.
[AGENT][NEUTRAL] Well, it, um, this shows that it was, it has been individual coverage since [PII].
[CUSTOMER][NEUTRAL] In June
[CUSTOMER][NEUTRAL] OK, so there is not a coverage on me, but yeah for him there is a coverage.
[AGENT][POSITIVE] That's right, yes ma'am.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And it's 32 2 it was 3225 a month.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll be waiting on your call back.
[AGENT][POSITIVE] OK. Thank you. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.