AccountId: 011433970860
ContactId: 0f15e100-9844-4aea-ba76-5d9fb713800b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256358 ms
Total Talk Time (AGENT): 152395 ms
Total Talk Time (CUSTOMER): 82815 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/0f15e100-9844-4aea-ba76-5d9fb713800b_20250207T18:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing good how about yourself?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a husband of the insured or policyholder on the other line. Um, she passed away on [PII]. Um, and he's trying to see what to do about the deduction. Uh, it sounds like one just came out, um, but with the policy, the deduction for premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. We can help him with that. What's the policy number?
[CUSTOMER][NEUTRAL] 996556.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] How come.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. And um the husband is [PII].
[AGENT][NEUTRAL] You got the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm ready thank you.
[CUSTOMER][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][POSITIVE] Good afternoon, Mr. [PII]. Sorry to hear about your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I've, I've got the information pulled up for Ms. [PII] and the representative that transferred you stated you were inquiring about canceling the policy and seeing about, um, possibly a return of premiums since the event occurred in January. Is that correct?
[CUSTOMER][POSITIVE] That's correct last Friday.
[AGENT][NEUTRAL] OK. We can um definitely cancel the policy.
[AGENT][NEUTRAL] Um, but we'll need a copy of the death certificate if possible, and once we get a copy of it, we'll be able to review on whether or not there's an overpaid premium. We generally refund anything that was received the month following the actual month they passed away. We don't do pro rated premium, so that's why we need the death certificate to kind of verify the details on that. Now what I can do is um stop it from drafting any further.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that'll definitely keep it from drafting again in February and give you some time to get that information to us and you can email it or fax it to us or mail it whatever works best for you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, uh, I can email it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and, and who would I email that to?
[AGENT][POSITIVE] That's gonna be our customer service department and the email is gonna be care.
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] [PII], one word again, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and just reference this policy number?
[AGENT][NEUTRAL] Yes, sir, and that you wish to cancel the policy and I am gonna make notation of our conversation as well. Um, again, I have canceled it, uh, you know, temporarily until we get those documents and we'll be able to officially cancel it, but you're not going to be drafted on it. So I've definitely stopped that from happening. And just in case we don't get the copy of the death certificate within 30 days, we'll send a letter requesting one.
[CUSTOMER][POSITIVE] OK, OK, very good.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, uh, yeah, I think.
[CUSTOMER][NEUTRAL] I think uh uh they informed me I should have it in 10 to 15 days something like that.
[AGENT][POSITIVE] OK. And that's not a problem, Mr. [PII]. That's why we usually give 30 days. We do realize that sometimes they take a little bit longer, um, but it's not gonna be drafted, so you're good to go. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] I think that'll get me started anyway.
[AGENT][POSITIVE] All right, Mr. [PII], it's been a pleasure speaking to you and you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK thank you for your assistance.
[AGENT][POSITIVE] You're welcome. Thank you again. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm