AccountId: 011433970860
ContactId: 0b45d7c6-f1c0-4d7f-8ced-5d26d2f2d53a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358309 ms
Total Talk Time (AGENT): 257724 ms
Total Talk Time (CUSTOMER): 99077 ms
Interruptions: 4
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0b45d7c6-f1c0-4d7f-8ced-5d26d2f2d53a_20250508T14:21_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 on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I am doing good. I swear just hearing your voice makes me smile. I'm always so happy to talk to you.
[AGENT][POSITIVE] Oh, you're so sweet. Oh my God.
[CUSTOMER][NEUTRAL] It's the cruise, um.
[AGENT][POSITIVE] You have a good, you have a very happy, cheerful voice. I do have to say that now. Oh my goodness. Yes, yes.
[CUSTOMER][NEUTRAL] You bring it out of me.
[AGENT][POSITIVE] Oh my goodness, what you got, my dear?
[CUSTOMER][NEUTRAL] I've got a member, um, she is a part two on the policy and her spouse, um, he's part one, and he has just passed away, so she wants to kind of go over what she can do about keeping this, um, and getting him removed from the policy.
[AGENT][NEUTRAL] OK. All right. We can do that. What's the policy number?
[CUSTOMER][NEUTRAL] That is 84149.
[AGENT][NEUTRAL] 84149. Wow, that's an old number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is a very old one. She gave me the old policy number at first.
[AGENT][NEUTRAL] Oh, like the non L or none whatever. OK. Yeah. All right, so we got Miss [PII], and we have, yes, she can definitely continue with this. She just sent us a death certificate and we'll get her taken care of. So put Miss [PII] on through.
[CUSTOMER][NEUTRAL] 98, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you, Ms. [PII]. Have a great rest of your day.
[AGENT][POSITIVE] I'm assuming you verified everything. You too honey. Thank you. All right, thank you.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] All right. Bye.
[AGENT][NEUTRAL] Bye there.
[AGENT][POSITIVE] Good morning, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] Pretty good. How are you?
[AGENT][POSITIVE] I am fine, thank you, ma'am. So Miss [PII] tells me that you're gone today to let us know that Mr. [PII] has passed. Is that correct? I am so sorry to hear that. Goodness. Um, and you're, yes, ma'am. And you're, you're going to continue with coverage. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, so Ms. [PII], all we need from you is an, uh, right now is uh, we need a copy of the death certificate, not an original, just a copy. And I will tell you the fastest way to get this taken care of is by sending it by email that you may not have it yet, but once you receive the death, the death certificate, you'll email us a copy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The.
[AGENT][POSITIVE] And let us know that you're wanting to continue with coverage, we can get you taken care of at that point.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can give you that email address if, if that's how you'd like to send it.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Or you can fax it. OK. The email address we're gonna send it to our care team department, so that's called [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then put the [PII].
[AGENT][NEUTRAL] And then uh [PII]. So [PII].
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Correct, and I will tell you that's the fastest and best way to submit something to us because then you have someone to correspond with, uh, you have someone who lets you know that the information was received, you send it by mail, it could take weeks.
[AGENT][NEUTRAL] I say that it could take a while.
[CUSTOMER][NEUTRAL] OK, right, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Um, but in there do let us know that you're wanting to continue with coverage for yourself and that way they can go ahead and be getting you set up on that information.
[AGENT][NEUTRAL] And did Miss Miss [PII] give you the uh what we call a newer policy number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's the same exact policy. It's just five digits. It's 84149. We can find you either way. It's just this is just.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] It eliminates the letters, you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] But we, uh, if you give us a policy number, um, you know, again, like I said, just let us know that you are wanting to continue with coverage at that time they can get the information out to you if, if these things needed, and they'll let you know how much it will cost for individual coverage at that time as well.
[CUSTOMER][NEUTRAL] Alright, um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so all I need to do right now is get this death certificate emailed to you.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And then the other.
[CUSTOMER][NEUTRAL] Fall in line, OK.
[AGENT][NEUTRAL] Right, correct, yes ma'am. And plus if there's any kind of refund that, you know, they'll review it also for any kind of refund that may be due for the premium difference in couple coverage and individual coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds good. That sounds good.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Wonderful. Was there anything else we can help you with at the moment?
[CUSTOMER][NEUTRAL] No, I just need to get this taken care of.
[AGENT][POSITIVE] OK. Well, Miss [PII], um, again, I'm very sorry to hear about Mr. [PII]'s passing and, um, you know, just contact us if we can assist you in any other way.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And uh, I do want to thank you for calling ATL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. I hope you do too.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.