AccountId: 011433970860
ContactId: 04f53e39-a9bc-4ee8-92fc-a4f95543e10a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275679 ms
Total Talk Time (AGENT): 97770 ms
Total Talk Time (CUSTOMER): 100979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/04f53e39-a9bc-4ee8-92fc-a4f95543e10a_20250130T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, this is Ms. [PII]. I was calling because we have a cancer policy with you guys. Um, my husband had purchased, and I want, well, he was paying the premium on, and I will need to take him off the policy because he passed away.
[AGENT][POSITIVE] OK Miss [PII], I'm so sorry to hear that. Um, I can definitely help you with that. Can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you ma'am and then what is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't, I don't have.
[CUSTOMER][NEUTRAL] The policy number, can you look it up by my husband's social security number?
[CUSTOMER][NEUTRAL] So I just show what we're paying 14 out of the bill. OK, his social security number is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Let me pull up the policy for you real quick.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK Miss [PII] um can you please verify your
[AGENT][NEUTRAL] for me
[CUSTOMER][NEUTRAL] I'm sorry. Um.
[CUSTOMER][NEUTRAL] You went out, your um voice went out for something.
[AGENT][POSITIVE] Oh, I'm, I apologize.
[AGENT][NEUTRAL] Oh, I'm so sorry. um, can you please verify your husband's date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, so what we're going to need is for you to uh email us the death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna give you that email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] So that's [PII].
[AGENT][NEUTRAL] Yes, that's correct. So once we get the, um, once we get the email from you, you can write in the email that you would like to continue the policy under your name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then any premium that was paid after his death while you guys were on couple coverage will be refunded back to you.
[CUSTOMER][NEUTRAL] OK, so I would like to continue policy under my name.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's what you said I need to say, OK.
[CUSTOMER][POSITIVE] Alright, I will get that done. OK, thank you. I appreciate you. Is there anything else I need to do in regards to this?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're still
[AGENT][POSITIVE] Uh, no, ma'am, you can just send an email, we'll take care of it for you.
[CUSTOMER][POSITIVE] OK thank you I appreciate you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed rest of your day and thank you for calling APL.
[CUSTOMER][NEUTRAL] It