AccountId: 011433970860
ContactId: 0b86a807-5e44-4856-a8f2-6b8afe9622a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285440 ms
Total Talk Time (AGENT): 137276 ms
Total Talk Time (CUSTOMER): 84114 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/0b86a807-5e44-4856-a8f2-6b8afe9622a6_20250206T20:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um, I have a member's daughter on the other line. Um, the member passed away [PII].
[CUSTOMER][NEUTRAL] Um, and she's wanting to
[CUSTOMER][NEUTRAL] Know what to do about the policy, if she, if she can file. She says she's not sure if there's anything she can file for and um to talk about canceling.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] And the premium.
[CUSTOMER][NEUTRAL] It is 717.
[CUSTOMER][NEUTRAL] 273.
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] Um, the daughter is [PII].
[AGENT][NEUTRAL] Can you verify the primary insured?
[CUSTOMER][NEUTRAL] No, I haven't verified anything. She's not on the policy. She was calling to let us know she passed away.
[AGENT][NEUTRAL] OK, and what's her callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] OK. I'm ready. Thank you.
[CUSTOMER][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK? All right, thank you. You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing great.
[AGENT][NEUTRAL] Sorry to hear about your loss. I've got the information pulled up for Ms. [PII] and the representative that transferred you stated that you were inquiring about what the policy was and if you could cancel the policy due to the circumstances.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, you can in fact cancel the policy, but we'll need to get a copy of the death certificate for Ms. [PII]. The policy was a cancer policy, so unless there was medical attention that she sought for cancer-related illness, there wouldn't be any death benefit or any benefits payable unless she had cancer.
[CUSTOMER][NEGATIVE] No, that is not the case. So then, then that's what I told the guy I said I don't think there's anything to file or anything. I just need to quit paying premiums.
[AGENT][NEUTRAL] Yes ma'am, what I'm gonna go ahead and do is cancel it from it not drafting again this um for this month. It looks like it already came out for January, but in order for us to be able to officially cancel it and review if there is an overpayment, we will need to get a copy of the death certificate and you can email that or fax it to us.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] Alright, so our fax number is, give me just a second.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do I need to reference a policy number or anything on it?
[AGENT][NEUTRAL] Yes, ma'am. The policy number is 717.
[AGENT][NEUTRAL] 273.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I assume this is like customer service or something.
[AGENT][NEUTRAL] Yes, ma'am. It is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When we hang up, I'll grab one of the death certificates and I'll go fax it to you immediately.
[AGENT][NEUTRAL] All right. Now, again, I've placed the draft on, on, um, excuse me, not the draft. I've placed the policy on cancellation. It's just we won't be able to officially cancel it until we get that. And again, if there is an overpaid premium, we'll send that back. Now, we generally send that back to the primary insured's address. Do you have access to that address still?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Ms. [PII], OK, alright, so we will send that back and if you'll just give us your full name, um, most of the time if it's under a certain amount we go back, it goes back to the informant or the last person that informed us on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Ms. [PII], before you go?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I think, I think that's it.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Uh alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.