AccountId: 011433970860
ContactId: 0724c2a9-34c4-4b68-b9a3-8766984dcc62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468160 ms
Total Talk Time (AGENT): 191335 ms
Total Talk Time (CUSTOMER): 230361 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/0724c2a9-34c4-4b68-b9a3-8766984dcc62_20250128T22:54_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Ms. [PII], my name, I don't know if I got to the right person or not, but I'm just gonna try you. Uh, my name is [PII], and I was told yesterday by someone to send a copy of the death certificate of my husband because I am paying on 3 policies.
[CUSTOMER][NEUTRAL] And they are family policies, but my husband is deceased. He was deceased. He died in [PII]. Uh, so, uh, do you know, do you need the claim policy numbers or what would help you?
[AGENT][NEUTRAL] Yeah, if I could get a look at the policy number, um, I would be able to do my best to help you out, Miss [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, the first policy is 687-412. It is a C-442 cancer policy. The next policy is a 687-413 CLS.
[CUSTOMER][NEUTRAL] Uh, 00 lump sum. And the next one is a 687-414 ICCC-3 ICU policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And my husband is deceased and I have, and they told me yesterday that um y'all had um I'm still paying for a family policy.
[CUSTOMER][NEUTRAL] And there's no family, it's just only me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I.
[CUSTOMER][NEUTRAL] Try to email a death certificate of my husband, like she told me to.
[CUSTOMER][NEUTRAL] And uh I just, I don't know if y'all received it or what and I kind of wrote um on the email calling my name, my phone number and everything trying to uh you know, if we all could get back in touch with me and everything.
[AGENT][NEUTRAL] OK, yeah, let me take a look at just the notes in here and see if I can see any notes that we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, receive that death certificate.
[AGENT][NEUTRAL] All right, Ms. [PII], let me take a look and see if I can see that email from my side.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. I sent it I sent it to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That will help you any. I don't, I don't know.
[AGENT][NEUTRAL] Yeah and then.
[AGENT][NEUTRAL] Let's see, Ms. [PII], what was the email address you sent that to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh sorry, not from I'm sorry, what was your email address?
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] Ms. [PII], I'm not showing it in here as one we've received. Um, would you be able, because you have that email right care team at [PII], would you be able to go ahead and try re-emailing that to us, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I, I could. Yes, ma'am.
[AGENT][NEUTRAL] You said [PII] correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, I am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I am really sorry. I'm definitely not seeing that on here and I'm not showing any notes that we received.
[CUSTOMER][NEUTRAL] No, that's OK. I was just wanted to.
[CUSTOMER][NEUTRAL] OK, OK, I'll just resend it and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Cause I didn't get the other
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Is there any way that I can contact you when I call back or do I just randomly get someone?
[AGENT][POSITIVE] You, um, randomly get someone, but we're a really small team, so if you wanna ask for me and I'm available, they'll know they'll be able to find me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, OK, OK, I appreciate that. OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] All right. I, I will try to email that again. And uh what, um, I don't know where you're at. Uh, what is your location? Are you?
[CUSTOMER][NEUTRAL] Like in [PII]?
[AGENT][NEUTRAL] Oh, we're
[AGENT][NEUTRAL] We're [PII] based actually.
[CUSTOMER][NEUTRAL] Oh OK, OK. So you're on the same time that I am. So it's almost [PII]. So I'm sure you're fixing to get off of work. So I will try to have that emailed to you by tomorrow, uh, at some point, if that'd be OK. Uh, I'm gonna try to email it tonight, but, uh,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I will definitely try to get it there by tomorrow.
[AGENT][NEGATIVE] Absolutely no.
[CUSTOMER][NEGATIVE] Because it must be something that I'm not doing just right on my phone to be able to get it to you.
[AGENT][NEUTRAL] No worries. And do you want me to um.
[AGENT][NEUTRAL] I was about to say do you want me to send you an email and maybe see if that comes through and you can respond to it?
[CUSTOMER][POSITIVE] That would be, yeah, that would be perfect, maybe. Yes, ma'am, if you could do that. Yeah, and then I would have your.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] [PII] perfect. I couldn't remember exactly that and it's just gonna say hello from APL in the subject line.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And you might change that when you reply so that way they don't think that's the subject.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] I appreciate your help so much. I, I'm just trying to get him off so that, I mean, I want to keep the
[AGENT][POSITIVE] Oh absolutely.
[CUSTOMER][NEUTRAL] The policy for me except for the one lump sum policy because that's already been paid out. uh, but, um, the other two I wanna keep.
[AGENT][NEUTRAL] Absolutely, Ms. [PII], and what they'll be able to do is once they have that death certificate, um, they will be able to um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They'll be able to.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Lapse your spouse from the policy and any time that's passed if you've been billed for um your policy premium since that time they can refund um any overage that you would have paid and then they can make that policy an individual policy for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you so very much.
[AGENT][NEUTRAL] Oh, absolutely, and I'm hitting send on that email. Oh, hold on.
[AGENT][NEGATIVE] Cancel I
[AGENT][NEUTRAL] Now I'm hitting send on that email and it should come through to you hopefully in a couple moments and then if you just want to when you reply um you can just change the subject line to to be more suited to the subject you know like um submission of death certificate or something like that um they'll be able to process for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I appreciate your help so very much.
[AGENT][POSITIVE] Well, yes, it's my pleasure. And is there anything else I can do for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. No, ma'am. Just trying to get this step done so we can go to the next step.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Absolutely thank you so much for giving us a call and if you need help along the way, don't hesitate to reach out and we'll do our best to take care of you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.