AccountId: 011433970860
ContactId: e3b36204-3e18-42ad-99f8-e12199a111e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598400 ms
Total Talk Time (AGENT): 218827 ms
Total Talk Time (CUSTOMER): 250840 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/e3b36204-3e18-42ad-99f8-e12199a111e7_20250214T20:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], and I'm calling about a couple of policies that my mother had with you guys. Um, on one of my phone calls, I understood them to say, and I may be wrong, that she had like a return of premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] attached to her policy of anything that she hadn't.
[CUSTOMER][NEUTRAL] Used, um, so I just wanted to see if I understood that correct.
[AGENT][NEUTRAL] OK, so you're calling on behalf of your mother's policies with APL?
[CUSTOMER][NEGATIVE] She's uh-huh, she's passed away and I told them that on my other phone calls I've made to them.
[AGENT][NEUTRAL] OK. Well, first off, I am very sorry, Ms. [PII] for your, for your loss.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So, um first off, your last name, did you say is [PII], [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][NEUTRAL] OK, thank you. Uh-huh. And your callback number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have your mom's policy numbers?
[CUSTOMER][NEUTRAL] Um, yes, she's had two of them, it looks like, um, 00426540.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I, yeah, I told you right. And then 00426541.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Ms. [PII]. Um, you, and you're calling regarding the policies and possibly a refund of premium that they could be due. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um, I had called.
[CUSTOMER][NEUTRAL] I had called them earlier because the premiums were still coming out of her account and of course she was no longer with us, and I think that's taken care of. But I believe in my last conversation I had, I believe the lady told me that um and I'm not sure how to word it, but anyways, where if she doesn't use the benefits.
[CUSTOMER][NEUTRAL] There's um a refund on that minus anything that they would have paid out. And this, my understanding, these are two cancer policies and she never used those, so.
[AGENT][NEUTRAL] OK, so, yes, ma'am, I can.
[CUSTOMER][NEUTRAL] I was just checking to see if I understood that correctly.
[AGENT][NEUTRAL] Sure. Yes, ma'am. I can help you with that. Um, what I'll need to do though first is to verify some information with you for security purposes, Ms [PII]. So if you could first please verify your mom's um name and her date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and the whole mailing address that we would have had on file for her?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And lastly, your, her, the phone number we would have had for her?
[CUSTOMER][NEUTRAL] Um, I'm assuming it was [PII].
[AGENT][NEUTRAL] This one ends in a [PII].
[CUSTOMER][NEUTRAL] Um, maybe, I don't know, uh, let me see if her phone, her home phone is in too late.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, so I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Don't know about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on this policy, well, bear with me just a moment, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So on this policy, I can see according to the notes that there was a refund issued in the amount of $15.81.
[CUSTOMER][NEUTRAL] Yes, and $17.50.
[AGENT][NEUTRAL] On this policy.
[AGENT][NEUTRAL] And then, well, I'm only looking at the one policy.
[CUSTOMER][NEUTRAL] OK, well, uh, there's 2 checks.
[AGENT][NEUTRAL] OK, so does that, yes, ma'am. So does that answer your question on this policy? That's the one ending in 40.
[CUSTOMER][NEUTRAL] Well, that answers my question as far as what they took out of her account. Yes, I'm asking, does she have a return of policy?
[AGENT][NEUTRAL] Uh-huh. OK, so that.
[CUSTOMER][NEUTRAL] The policies that she's paid that she did not use was there a benefit like that in this policy. OK, well, I've got a letter here that says we've received a claim on your policy and a review of the claim has started, so I didn't know what that was about.
[AGENT][NEUTRAL] No, ma'am. No, ma'am.
[AGENT][NEUTRAL] Just one moment please.
[CUSTOMER][NEGATIVE] Cause I wouldn't have gotten a claim on her.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment please while I try to pull up something.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I'm not, let me, let me try one more thing, Ms. [PII]. I'm just trying to look up some information. Thank you for your patience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK that's true.
[AGENT][NEUTRAL] Does that, what is, you said that the letter says that we we're reviewing a claim, is that correct?
[CUSTOMER][POSITIVE] Uh-huh, yeah, that's exactly right. Hold on, hold on just a second, let me.
[AGENT][NEUTRAL] What is the letter of that?
[AGENT][NEUTRAL] Can you tell me the date of, thank you.
[CUSTOMER][NEUTRAL] Yeah, I've already put it up. Let me see here.
[CUSTOMER][NEUTRAL] Because I thought, well, that's strange. Maybe it's that, that, about the poli about the policy reimbursement thing. I didn't know because like I said, there's no claim for sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so address to my mom, but it has my address on there.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And it says dear policyholder will receive a claim on your policy and a view of the claim has started. In some cases, additional information they requested from you or your providers of medical services for the claim to be processed. We'll contact you if more information is needed. Thank you for trusting IPL with your insurance needs as always, feel free to contact us with any questions or concerns.
[AGENT][NEUTRAL] And it, does it have a date on that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So I, um, let me, let me look at her other policy. I looked at the first policy number that you gave me and I don't and you said again, give me the date. I'm so sorry. I was trying to multitask too much, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The date of this uh letter?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And does it reference a specific policy number on that particular letter?
[CUSTOMER][NEUTRAL] No, mm mm, no, like I said, it has her name, my address, and it says dear policyholder.
[AGENT][NEUTRAL] OK, all right, so just a moment.
[AGENT][NEUTRAL] OK, so I believe, let me just double check one thing. I believe that that was generated on the 2nd policy number.
[AGENT][NEUTRAL] Just regarding the receipt of the death certificate.
[AGENT][NEUTRAL] And because it goes under a claim number, it goes in the system that way, so give me just a moment to verify that though, OK?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Because I can see that we received her death certificate on the [PII]. Right.
[CUSTOMER][NEUTRAL] Yeah, I told him I wasn't sending that and then the lady told me I understood because to get the return of premiums, um.
[CUSTOMER][NEUTRAL] I thought of any unused benefits. So I went ahead and sent it because of that, because I'd already told them to stop taking the money out of her account a couple of times. So,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am, and without it we have to have the death certificate legally in order to do that.
[AGENT][NEUTRAL] To, to stop. So that's why the premium.
[AGENT][NEUTRAL] The refund was issued for.
[AGENT][NEUTRAL] The 1750 and then the other one that I'm not looking at now. It was the 1581. Does that sound correct? Is that right?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, I don't remember now. I've already put it up, but OK, thank you. Bye-bye.
[AGENT][NEUTRAL] OK. Well, you're welcome. Is there anything