AccountId: 011433970860
ContactId: e9ddb92c-8421-48a8-86ba-ca3b45a8a6ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476510 ms
Total Talk Time (AGENT): 147752 ms
Total Talk Time (CUSTOMER): 207932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e9ddb92c-8421-48a8-86ba-ca3b45a8a6ec_20250429T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, good afternoon, [PII]. My name is [PII], and I was calling about a claim.
[CUSTOMER][NEUTRAL] And I was calling about um some money was withdrawn, well, a payment was withdrew from my father's um account.
[CUSTOMER][NEUTRAL] And he's deceased.
[CUSTOMER][NEUTRAL] So I was just calling to check up on both of those claims.
[AGENT][NEUTRAL] OK. Do you have a policy number for your father?
[CUSTOMER][NEUTRAL] Yeah, it's 022.
[CUSTOMER][NEUTRAL] 71513
[AGENT][NEUTRAL] OK, do you have his date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Um, do you have the death certificate that you can send us or have you already done that?
[CUSTOMER][NEUTRAL] I haven't received the death certificate yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're still waiting on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, once we
[CUSTOMER][NEUTRAL] But it should, it should soon be in.
[AGENT][NEUTRAL] OK. Um, once you receive that, if you can get that sent to us, then we can get the account terminated and then if there's any premiums due or anything like that, those will be refunded.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then my other question was, um, some paperwork was submitted about which claims for him, um, did you guys receive that?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] It should have been out in March around.
[CUSTOMER][NEUTRAL] Mid-March, almost to the end of March.
[AGENT][NEUTRAL] Uh, yes, let me see what we've got here.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Um, from when he was uh hospitalized and blood transfusions and all that type of stuff.
[AGENT][NEUTRAL] OK, it looks like we had gotten some, let's see.
[AGENT][NEUTRAL] There was a claim for an office visit and prescriptions.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, it looked like they weren't covered under the policy. That's one of the claims. Let me see what else we received. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, no, I know they had denied that one because there was like you just said basically.
[AGENT][NEUTRAL] Uh, was there something else that was sent in? That was the last thing that I had on file and then we've got, we received like power of attorney, um.
[CUSTOMER][NEUTRAL] OK, yeah, that was for me. Um, it was, it was supposed to be, uh, like all his information because I know before he passed, he was sending in all the information from him being up in the hospital. He did blood transfusions.
[CUSTOMER][NEUTRAL] Um, he did hospitalization, blood transfusion. He was in hospice, and then I know that they will pay him for
[CUSTOMER][NEUTRAL] His, um, his transportation and then he also did home therapy, and I know that they were paying was gonna pay him for all of that also.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] And so all of that information was supposed to be submitted.
[AGENT][NEUTRAL] Looks like we did make a payment that was direct deposited on [PII].
[AGENT][NEUTRAL] Um, there was one for.
[CUSTOMER][NEUTRAL] Yeah, no,
[AGENT][NEUTRAL] It would have been after that or?
[CUSTOMER][NEUTRAL] No, this was, yeah, this was after that, this, the hospitalization started in uh the end of January. So this was from January all the way up until
[CUSTOMER][NEUTRAL] Um, March.
[AGENT][NEUTRAL] OK, it doesn't look like we have that.
[CUSTOMER][NEUTRAL] So all this is supposed to be submitted.
[AGENT][NEUTRAL] Yeah, let me make sure I'm not missing anything. Um, yeah, because everything we have is from [PII]. Um, do you have all of that paperwork gathered together that you could resubmit to us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so uh that's what I was about to ask is, can I resubmit it?
[AGENT][NEUTRAL] Yes, you can, um, you wanna fax it, um, and, and most we just and again we'll need that data, uh, death certificate once you receive that, that way we can get it canceled but what was.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] Yes, you can absolutely fax it. Is that easiest or do you want to mail it?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Well, um, if I'm able to say, um, it's gonna be a lot cause it's a lot. Well it might cost me a lot of money. Um, yeah, it's gonna definitely cost me a lot of money probably to fax that over. You know what, can I have you guys' fax number? And I know what I probably could do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, absolutely. It's 877.
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um
[CUSTOMER][NEGATIVE] 00 man, my man, my mind was so blank when I was about to ask.
[CUSTOMER][NEUTRAL] They on it
[CUSTOMER][NEUTRAL] I know you said I will have to give you the death certificate.
[AGENT][NEUTRAL] Yes, uh, death certificate that way we can get the account canceled and then if there's any premiums due back, we would, what was his date of death?
[CUSTOMER][NEUTRAL] When I receive it.
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so anything prior to that, if you want to submit claims for that, um, and then like I said, you can fax it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] We can review those for potential reimbursement.
[CUSTOMER][POSITIVE] OK, thank you so much. I really appreciate it. So now, no, I would just have to go get all the paperwork back again. OK, thank you, and I just fax it to you guys and that will be all because this claim is already open and that will be it.
[AGENT][NEUTRAL] Yeah, you just fax that um and like I said we'll look at the information that we receive and then see if we can you know get it processed under the policy, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with, Miss [PII]?
[CUSTOMER][NEUTRAL] That'll be all so I'll need to go make sure that I put the money in. OK, thank you for the payment because when they do the payment come?
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] What day they take the payment out so I can make sure I have some money up in there because I don't want that to have my uh bank have the account have the account going in a negative.
[AGENT][NEUTRAL] Uh, let's see, so it looks like we're paid to 51 2025, so the next one would come out on the um the first. It looks like it's 3165 $31.65.
[CUSTOMER][POSITIVE] OK, I'll make sure I put that up in the account. OK, thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.