AccountId: 011433970860
ContactId: 06fbc4a0-80f6-40ca-8c3d-fa934ca92661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208179 ms
Total Talk Time (AGENT): 62379 ms
Total Talk Time (CUSTOMER): 108124 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/06fbc4a0-80f6-40ca-8c3d-fa934ca92661_20250224T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII]. I'm calling on behalf of my mother who passed away [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I called thank you um I called the week after she passed away to notify the company that she had passed, but I see that they drafted her account again today.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] For $14.50.
[AGENT][NEUTRAL] Uh, Ms. [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] I do, it's 440.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 478
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I wasn't sure if it was because if y'all have to have a death certificate to verify or, or what, but um.
[CUSTOMER][NEUTRAL] I thought when I called that, that, you know,
[AGENT][NEUTRAL] Uh, no, ma'am, we will need a copy of the death certificate, um, and that can, that can be mailed, faxed or emailed to our office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, could you give me, um, some of that information? Hold on just a second, let me get up for him, right. OK, um, I can maybe the fax and the email.
[AGENT][NEUTRAL] Yes, ma'am, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Uh, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And an email?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Let me ask you, well, since I'm gonna be emailing it or faxing, it would have to be, I mean it's not the original, it would be the copy that would be coming to you, but that would be, that would suffice, right?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, um, we have not gotten them yet. Uh, the funeral home has not contacted us to let us know that they've gotten them in yet, but as soon as they do, I'll get that sent to you, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. Um, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] I don't believe so um if if you know of something else that I need to either do or.
[CUSTOMER][NEUTRAL] Or whatever other than just get this to y'all.
[CUSTOMER][NEUTRAL] That's all that we need to do right now, right?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Just send that in to us, yes, ma'am. And in the email or in a fax, you can just give a letter, your name, uh, saying you would like to cancel your mom's policy, and that way they can get it taken care of. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, well, we'll take care of that. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You are welcome. Thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, bye.