AccountId: 011433970860
ContactId: f4584237-9b71-4781-ab77-f30d0f44ae84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 741900 ms
Total Talk Time (AGENT): 376023 ms
Total Talk Time (CUSTOMER): 184276 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f4584237-9b71-4781-ab77-f30d0f44ae84_20250317T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How may I help you? Hi, [PII], my name is [PII]. My mother had a policy with you. I have a policy number. She passed away a couple of weeks ago. I'm closing out her affairs and I just need to cancel the policy.
[AGENT][NEUTRAL] OK, sir. I'm sorry to hear about your mother and I can help you with this. Um, do you, what's the policy number?
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Alpha 92957
[AGENT][NEUTRAL] All right, I'm sorry. Can we, can we start over, uh, 9, you said 9 alpha, so 9 A.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 92957
[AGENT][POSITIVE] Thank you. And may I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII] I'm her son.
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. Give me one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And I do have a question about the policy when you get a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As I read this policy, it's cancer, and then on page 9 of the policy, there's 32 specified diseases and if you're not either cancer or one of these 32 specified diseases, then there's no payment of any sort. Is that correct?
[AGENT][NEUTRAL] Now that, for that, I would, I will have to place you through to benefits.
[AGENT][NEUTRAL] All right. What, what's your mother's name? cause I don't think I pulled.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the right policy.
[CUSTOMER][NEUTRAL] Her name is her name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you. Give me, let me try that again.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Let's see. Let's verify your mother's date of birth and address, please, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she was living with me for the last 6 months at [PII], that's [PII]. I think you have that and if you don't, she lived in [PII] before that, and I can give you that if you need it.
[AGENT][NEUTRAL] OK, [PII]. Yes, sir, I am seeing that. OK. So, um, and let's see what this is. Let me give you a different policy number.
[AGENT][NEUTRAL] I had to go search for another policy. Um, OK, this is a cancer policy and it's 598.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 438.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the other policy is no longer active, so this would be the good policy number for you 598438 again that's the cancer policy.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK. Do you have a copy of Ms. [PII]'s death certificate?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Alright, so Mr. [PII], all we need from you and I can play once, so we, I tell you this I'll send you to do claims, um.
[AGENT][NEUTRAL] All we need from you is you can email it, which is the fastest way fax it, or you can mail it in we just need a copy. We do not need an original. Once we have that, sir, we can um.
[AGENT][NEUTRAL] We can get the policy canceled and if there's any refunds to you they can refund it, you know, things like that. So would you like me to give you that email address and the fax number or would you like to just mail it in it's.
[CUSTOMER][NEUTRAL] Oh, I'll, I'll email just some.
[AGENT][NEUTRAL] Much
[AGENT][NEUTRAL] I was gonna say it's much faster and you have someone to, you know, converse with, go back and forth with. OK, so that's, that goes to our care team department and they're called CARE. The email is [PII]
[AGENT][NEUTRAL] Then put the [PII].
[AGENT][NEUTRAL] And then the [PII]. That's
[AGENT][NEUTRAL] The letter [PII].
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Correct. Yes, sir. Yes, sir. If you'll just send them.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was gonna say if you'll just put in there your name and your relationship to Ms. [PII], just a little bit of information like that, you know, that's some contact information, of course I'll have your email should they need to, you know, call you for any reason, but.
[AGENT][NEUTRAL] That should get you taken care of pretty quickly if we once we get that, once we get the death certificate.
[CUSTOMER][NEUTRAL] OK, uh, and, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I believe if I'm looking at her data right she was paying about $112.42 a month. Does that sound that look about right?
[AGENT][POSITIVE] Correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, uh, and if I could speak to someone in benefits, I don't think, I don't think there's any payout. I honestly don't, but I just wanna confirm that before I email this thing in, you know, put closer to it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh, well, you'll still be able to file a claim even after, um, the policy is termed as long as the claim was within the time frame that it was paid on.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And that they may be limited on what they could share with you uh because you're not listed, but I'm sure they'll give you as much information as possible, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And I will tell you our phones are extremely busy today, so it may be just a moment that you know might be a minute or so that you have to wait. I do apologize for that.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] All right. I know, yes, sir. So, Mr. [PII], is there anything at the moment that I can assist you with before I transfer you?
[CUSTOMER][POSITIVE] No, I think I'm good thank you.
[AGENT][POSITIVE] Well thank you for calling APL and sir you have a wonderful day and uh give me one moment please.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, Ms. [PII], this is [PII] in customer service. Hey dear, how are you?
[CUSTOMER][NEUTRAL] Hey, [PII].
[CUSTOMER][POSITIVE] I'm good how are you doing?
[AGENT][NEUTRAL] I'm good, I'm good. Busy like you, busy, busy, busy. OK, yeah, I'm watching y'all's calls and ours too. OK, Ms. [PII], I mean, they're back, I'm back. All right. And I just came on at [PII] anyway, the policy number is 598438.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah it's crazy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nylon stone.
[AGENT][NEGATIVE] Yes, Miss Stone has passed away. I do have her son on the phone, [PII], I think he said [PII] At first, he sounded like a robot when we were first talking. Um, it was horrible. Our connection was horrible. Um anyway, he just wants to make sure his mother has passed. He's gonna email the, the death certificate to the care team. He just wants to make see if there's any benefits he needs to file on for his mother on this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Any visit that he needs to file for?
[AGENT][NEUTRAL] Any benefits, I'm sorry, benefits.
[CUSTOMER][NEUTRAL] Oh, he wants to see what benefits can still be used?
[AGENT][NEUTRAL] Right, right, is there, you know, he does, I don't even, right, he just wants to see if there's anything that he can file for on here. He doesn't feel like there is. I told him that you may be limited on what information you can share with him, but that you would give him as much information as possible.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, wait, wait, wait.
[AGENT][NEUTRAL] Wait, wait, wait, wait, wait, what what what.
[CUSTOMER][NEUTRAL] So, is he on the policy or no?
[AGENT][NEUTRAL] No, he is not.
[CUSTOMER][NEUTRAL] So we can't tell him anything until we get the death certificate.
[AGENT][NEUTRAL] OK, I can go back and tell him that.
[AGENT][NEUTRAL] OK, so until, until the death, no, no, so I'm glad, no, so I'm just gonna tell him that until we, now, can you discuss it with him once the death certificates received?
[CUSTOMER][POSITIVE] Yeah, I had to think about that. I'm sorry. Yes.
[CUSTOMER][NEUTRAL] Yeah, once we receive the death certificate and his name is on, you know, like in the notes or whatever that we received the death certificate, policyholder has passed, you know, that, then yeah, we can talk to him, but I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not until, I thought not until y'all put it on there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, girl, that sounds about right. So, all right, darling, let me go back to him and take a deep breath before you get your next call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh my god, [PII], I'm so glad I got you. I, I need that I need that smile. Thank you so much for.
[AGENT][POSITIVE] I love hearing your voice too, [PII].
[CUSTOMER][POSITIVE] All right. Have a good day.
[AGENT][NEUTRAL] Oh, you too, honey, bye.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Mr. [PII], this is [PII] in customer service still. Um, now I did, I got somebody on the phone finally, but they cannot speak with you until after we receive the death certificate. And again, please list your name in the body of the email and your relationship to Ms. [PII]. And once the policy has been termed, then they can you know give you a little bit of information.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] But they cannot do that since you're not listed. And Mr. [PII], again, your last name was [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Oh, she said to make sure I had your name listed in notes. So I will make sure I do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you. Have a good day, Mr. Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] You