AccountId: 011433970860
ContactId: 0a417fc0-6227-4809-b97f-8779d6ca1518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388489 ms
Total Talk Time (AGENT): 180553 ms
Total Talk Time (CUSTOMER): 122428 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0a417fc0-6227-4809-b97f-8779d6ca1518_20250507T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing this morning?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. um, I have somebody on the line who is a partner to an insured, and the insured has passed away. Um, are you guys still taking those calls as far as what's needed? I, I know a lot of things have changed. It looks like it still says that in guru.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we, we do.
[CUSTOMER][NEUTRAL] OK. Um, I have a policy number whenever you're ready, [PII].
[AGENT][NEUTRAL] All right, you can go ahead.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It's 512.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 883 2.
[AGENT][NEUTRAL] 883 2.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And it's for [PII], but we're speaking to [PII].
[AGENT][NEUTRAL] Um, it's not pulling up for me. Um, 5128832.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, I'm sorry, [PII], it's 512-832.
[AGENT][NEUTRAL] OK, OK. Had an extra 8 there.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Alright, I have it.
[AGENT][NEUTRAL] All right, I have it pulled up.
[CUSTOMER][POSITIVE] All right I will send him on over thank you so much I appreciate you.
[AGENT][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Hello, good morning. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hello, I was just advised um that uh Mr. [PII] has recently passed away and she is the owner of the policy.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Mhm. All right. Um,
[AGENT][NEUTRAL] um, depending on how would you like to proceed on this policy, either to keep it or cancel it, um, we will, the only requirement we have, um, is that we need a copy of her death certificate. That way we can use the dates listed on it and um go ahead and uh drop her from the policy and refund any unearned premium on the policy.
[CUSTOMER][NEUTRAL] OK, is the fax, you know, can I fax this over to you?
[AGENT][NEUTRAL] Yes, you can, you can um also email it to us.
[CUSTOMER][NEUTRAL] OK, um, and what would be the email address?
[AGENT][NEUTRAL] The email address will be [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You kind of broke up.
[AGENT][NEUTRAL] Sorry. Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that was [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'd be fine uh to anybody's attention.
[AGENT][NEUTRAL] Um, no, it will just go to a um a pretty much general inbox and we will go ahead, um the person taking care of the emails that they will be taking care of it and we will notify responding back to the email once it is processed.
[AGENT][NEUTRAL] And you can, um, and you can reference the policy number and you can state either if you want just the policy canceled or if you would like to continue it just for you um.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Well, I mean,
[CUSTOMER][NEGATIVE] I don't really understand how I could continue this cancer policy.
[CUSTOMER][NEUTRAL] Uh, if she's not.
[CUSTOMER][NEGATIVE] She's not with us anymore.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It was just a cancer policy.
[AGENT][NEUTRAL] Um, yes, it is.
[AGENT][NEUTRAL] Oh, my apologies. I, since I saw you listed here, I thought you were um also covered by it, but no, it, it just lists you as a legal, um.
[AGENT][NEUTRAL] A legal power of attorney, my apologies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yes, it can be canceled and um it will be canceled as soon as we receive the document.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Um, any, I guess anything, I guess it, you know.
[CUSTOMER][NEUTRAL] If there's any reimbursement of, you know, funds not put towards the, you know, whatever, um.
[CUSTOMER][NEUTRAL] Just, uh, you know, use the address. I'm, I still live here. We were together 31 years, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh, um, yes, since the, um, if there is any premium that gets paid, uh, we will be reimbursing it and sending it to the address that is listed on the policy. So, yes, yes, that, that, that, that's how it would work.
[CUSTOMER][NEUTRAL] Anyway.
[CUSTOMER][NEUTRAL] Oh, that
[CUSTOMER][POSITIVE] Yeah, OK, well thank you so much. I'll get this over to you sometime today.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you very much. You have a nice day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.