AccountId: 011433970860
ContactId: e95cb4bb-135c-4656-93bf-ce4c52461a20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536900 ms
Total Talk Time (AGENT): 144347 ms
Total Talk Time (CUSTOMER): 278107 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e95cb4bb-135c-4656-93bf-ce4c52461a20_20250624T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. You said your name was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Say, uh, my name is [PII], and um,
[CUSTOMER][NEGATIVE] And my husband had um this insurance, and he passed away.
[CUSTOMER][NEUTRAL] And I don't know if there was supposed to be benefits paid out. It, I, I just, I just ran across all this the last couple of weeks, um.
[CUSTOMER][NEUTRAL] If I give you the policy number's probably gonna not, may not show up because it's old.
[CUSTOMER][NEUTRAL] Um, I can give it to you and tell you the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what is the policy number?
[CUSTOMER][NEUTRAL] 911391
[CUSTOMER][NEUTRAL] You want the group number also? It was through his work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was his name and date of birth?
[CUSTOMER][NEUTRAL] [PII], his date of birth was um [PII].
[AGENT][NEUTRAL] OK. Uh, and then what was your address?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you have a good callback number, Mrs. [PII] just in case we're disconnected.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am, I call my cell number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, it looks like the policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But he still had it until he passed away and he passed away in [PII].
[CUSTOMER][NEUTRAL] It was to his company. He was coming out of his check every week.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, it was covered through the end of the month in which he passed away.
[CUSTOMER][NEUTRAL] He passed away in July.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, yeah, that's that's when we, we have it termed [PII].
[CUSTOMER][NEUTRAL] Oh I thought you said, I thought you said January. I thought, wait a minute, that don't sound right. OK. Yes, he passed away in July, so.
[CUSTOMER][NEUTRAL] Uh, I don't know if there was supposed to be any kind of payout or anything. I don't, I'm just calling and checking. I'm not harassing, I'm just asking.
[AGENT][NEUTRAL] Um, well, it's a, it was a cancer policy, so it doesn't have a, a death benefit. It would just be for or like claims for, you know, services rendered regarding cancer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, um,
[CUSTOMER][NEUTRAL] He had Medicare, so all that, Medicare take took care of that plus his, he had insurance up until he passed away also through his company. Uh, he had um
[CUSTOMER][NEGATIVE] Yeah, he, he actually passed away from cancer. He had, he had lung cancer. Um
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I don't owe anything. I mean, everything is paid, so I guess there's no use to be dealing, uh, uh, pursuing this. Am I correct in stating that?
[AGENT][NEUTRAL] Um, so the policy was, uh, it's a policy that pays out regardless of whether your primary insurance pays or not. So, um, and there's no timely filing limit for the policy, so you can file claims at any time.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The last claims that we had were back from [PII], so.
[CUSTOMER][NEUTRAL] Yeah, that's, he had colon cancer then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's that's what he would use that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So if I can get the statements.
[CUSTOMER][NEUTRAL] From the hospital, he was at Neva in in [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can get a copy of those.
[CUSTOMER][NEUTRAL] And he went over to the um cancer center. We went over there twice, they did some blood tests and stuff and, and then we went back for, no, no, we didn't have to go back for results. They called us with the results, um.
[CUSTOMER][NEGATIVE] I was hoping he could have immunotherapy, he couldn't.
[CUSTOMER][NEUTRAL] Um, he wasn't a candidate.
[CUSTOMER][NEUTRAL] Um, so I guess it would just be the hospital.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] We had an, and hospice came in, so he was only in the hospital two different times with this, so, um,
[AGENT][NEUTRAL] So did
[CUSTOMER][NEUTRAL] I guess I can get copies of that and send it.
[AGENT][NEUTRAL] So did he, what was, what services were rendered in the hospital?
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Well, he was on 02. He had medication. He didn't have, he, [PII] was on very little medication, um, Pepcid, and of course, he was having to take some anxiety medicine at that time. I don't know exactly remember exactly what he was on. Um.
[AGENT][NEUTRAL] There was
[CUSTOMER][NEGATIVE] It wasn't much.
[AGENT][NEUTRAL] Was he inpatient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, he was at the hospital, uh, 2 different times before, um he was on, became hospice.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK, yeah, if you do gather bills, we'll need to see like the dates of service and then the diagnosis.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] Yeah, that's right, that's fine.
[AGENT][NEUTRAL] You want me to mail out um some the claim forms or?
[CUSTOMER][NEUTRAL] If you can, if you would please, cause I can get the copies, um.
[CUSTOMER][NEUTRAL] We found out on [PII] that's when he, he was diagnosed with cancer. That's the day he was diagnosed. I remember it well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can get copies of when he was in the hospital 2 different times after that.
[CUSTOMER][NEUTRAL] Then after that, he was put on hospice.
[AGENT][NEUTRAL] OK. OK, yes, I'll send the claim form out, um, so that'll be sent to your home address and then, uh, once you receive that, you can look through that and then, um, gather the information.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. I appreciate your help.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] I can't, I can't think of anything, um, now.
[CUSTOMER][NEUTRAL] It'll have a return address where I send all this this to, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEGATIVE] OK. And if I'm get reimbursed for this, uh, anything, will it come in my name because he's passed away, he can't find anything.
[AGENT][NEUTRAL] No, it would come in his name, um, unless you have like documentation that you're the.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm just part of, I was his power of attorney, yes.
[CUSTOMER][NEUTRAL] And uh I, I was, the everything in the estate went to me when he passed away.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] And I, if I have to send a copy of that, that's, that's fine. I can send a copy of the will. I mean, it's not a big deal. I can make a copy. I'm not gonna give you my original, but I can send a copy.
[AGENT][NEUTRAL] Uh, yes, some type of documentation that, but yes, typically these would pay out to
[AGENT][NEUTRAL] The insured
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who, so it would pay out to him.
[CUSTOMER][NEUTRAL] And, and then
[CUSTOMER][NEUTRAL] Right. And if he's passed away, well,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know, maybe I'm having trouble with my bank because I know he's passed away when I closed the account, took his name off the account and everything, but
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] But when I send everything, if I send that documentation in, will it still come in his name?
[AGENT][NEUTRAL] I believe
[CUSTOMER][NEUTRAL] I can even send you a copy of the death certificate.
[AGENT][NEUTRAL] Yeah, it looks like we, um, I believe we have the death certificate, so.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am. I do.
[AGENT][NEUTRAL] Uh, no, we have it, um, because that's how we were able to terminate the.
[CUSTOMER][NEUTRAL] Oh, OK. I'm sorry. Excuse me, I'm sorry. Excuse me, I'm sorry, misunderstood you.
[AGENT][NEUTRAL] Uh, so
[CUSTOMER][NEUTRAL] OK, so I don't need to send that OK.
[AGENT][NEUTRAL] No, we won't need that. We'll just need something that says that you are the one who um was entitled to his estate, etc. So something, some documentation.
[CUSTOMER][NEUTRAL] Yeah, that's, that's fine.
[CUSTOMER][NEUTRAL] That's fine. I can, uh, like I said, I can make a copy of the will and send that with it when I send in the um other documentation. Would that be OK? Send it out one time?
[AGENT][NEUTRAL] Yes, that'd be fine.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you. I appreciate your help and um
[CUSTOMER][POSITIVE] I will be taking care of that this week.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, ma'am. You too. Bye-bye.
[AGENT][NEUTRAL] It