AccountId: 011433970860
ContactId: 00e2674c-734a-483e-a30f-af1c234d694b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357779 ms
Total Talk Time (AGENT): 93624 ms
Total Talk Time (CUSTOMER): 99977 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/00e2674c-734a-483e-a30f-af1c234d694b_20250319T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I was calling about my mother's account. She passed away and I called and had her insurance canceled, but they keep taking it out of their checking account.
[AGENT][POSITIVE] OK. Uh, I'm so sorry for your loss. Um, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, hang on just a second. Uh, the policy, I don't, but I have um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have a number that's on the um.
[CUSTOMER][NEUTRAL] On her bank statement TPD ID I don't know what that's for.
[AGENT][NEUTRAL] Uh, I'm not sure. Uh, what, what was your mom's name?
[CUSTOMER][NEUTRAL] I'll
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your mom's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] And uh Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Well, I saw your mom's policy did cancel as of [PII] of this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, they took it out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see on the [PII], they took out 3660.
[CUSTOMER][NEUTRAL] Of January and then.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me see on February. I don't have February statement, but I'm assuming they did because.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What I took out.
[CUSTOMER][NEUTRAL] Let's see if I can find the correct date on March.
[CUSTOMER][NEUTRAL] Hold on just a minute.
[CUSTOMER][NEUTRAL] On [PII] they took out 1830.
[CUSTOMER][NEUTRAL] I don't know why the price is different.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, let me see. I may have to transfer you to someone in customer service cause I do show the policy is term. So I'm not sure why any other payments are being taken. Uh, hold on one quick moment for me, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], um, this is [PII]. Um, I have an insured's daughter on the phone. She is saying that her mom had passed away and but uh we're still taking premium out of her policy, but I show that it looks like her policy has termed as of [PII], and it was from the insured that called to cancel their policy, but she is saying that the amount was taken out in March.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, um, I can look into the policy and that payment. Uh, what is the policy number?
[AGENT][NEUTRAL] 614-051.
[CUSTOMER][NEUTRAL] 614051
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 051.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Is it for Ms. [PII]?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and transfer her.
[AGENT][POSITIVE] OK, thank you so much and um her daughter's name, the one that's calling her name is [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right. I got it.
[AGENT][POSITIVE] OK, thank you so much. Have a great one.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Hm.