AccountId: 011433970860
ContactId: 109b68dd-307e-4abb-8cff-297124e80627
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651260 ms
Total Talk Time (AGENT): 132719 ms
Total Talk Time (CUSTOMER): 225515 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/109b68dd-307e-4abb-8cff-297124e80627_20250410T13:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I have a policy, um, well, I've been taking care of my mother's stuff, and she has passed away, and so I need to know what I need to do with this policy.
[AGENT][NEUTRAL] OK, sure, I can assist you. And um may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ms. [PII], um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, um, it is.
[CUSTOMER][NEUTRAL] 732294
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And I didn't know if I could still upload things.
[CUSTOMER][NEUTRAL] You know, from the time the last time I uploaded until her passing on [PII].
[CUSTOMER][NEUTRAL] Or not, or if I just needed to cancel or what.
[AGENT][NEUTRAL] OK, let's see what we can.
[AGENT][NEUTRAL] OK. And what is the name on the policy?
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, I'm sorry. This was with her other like other married name. [PII].
[CUSTOMER][POSITIVE] But I think that I think I've updated that. I think it's GD Greer.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And just for um make sure this is the correct policy, may I have the date of birth?
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. Um, so I see here that um
[AGENT][NEUTRAL] You do have authorizations and let me go ahead and, for the claims, um, you can continue submitting claims. Um, there is no timely filing limits, so you can just go ahead and continue submitting claims, OK? Um.
[AGENT][NEUTRAL] Now, if you need to go ahead and cancel the policy, I can go ahead and get the customer service on the line so they can give you instructions on what, what we need, OK? Or what, what they can do about that. Um.
[CUSTOMER][NEUTRAL] Yeah, I, oh, and I mean there was, there's probably only a few, but I mean I might as well.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, I just didn't know if I could cancel it and still do the claims, you know, before the date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, you can still cancel it and do claims. Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK. So let me, let me go ahead and get uh customer service on the line for us so they can go ahead and go over what they can do or what they're gonna need, OK? Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII], how are you? Good morning.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] This is so, um, I have a member on the line. Well, I have the daughter of the member on the line. Um, the member has passed away and she just needs to know if she can cancel this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. All right. Um, what is the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 732-294.
[CUSTOMER][NEUTRAL] And um what is her name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me pull it up really quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Mhm, yes, mhm, yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] All right and is it the callback number, the same one?
[CUSTOMER][NEUTRAL] She's calling from?
[AGENT][NEUTRAL] Um, [PII]. Yes, mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] All right. OK, thank you. Have a good day. Here she comes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for holding and being patient for me, Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hello. I was just advised that um you're willing to cancel your, excuse me, your mother's policy. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. I do see here that this policy is still under the employer. Um, so that will have to go through, um, through them. Um, the employer will be the one notifying us to cancel the policy.
[CUSTOMER][NEUTRAL] Um, she don't have an employer, she was.
[CUSTOMER][NEGATIVE] retired for like 20 years and that company doesn't even exist anymore.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, that is, that is weird because um I see here, yeah, I see here that it is mode of payment one which means um the company is still paying for it.
[CUSTOMER][NEUTRAL] No, it's not it's coming out of her account. I can, I can send that proof from her banking account.
[CUSTOMER][NEUTRAL] Like she would
[CUSTOMER][NEUTRAL] Retired from there in [PII].
[CUSTOMER][NEUTRAL] Maybe [PII]
[CUSTOMER][NEUTRAL] 5 or 6.
[CUSTOMER][NEUTRAL] It's been 20 years.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That it's been coming.
[CUSTOMER][NEGATIVE] Maybe when she took it out it was there but she ain't no sense.
[CUSTOMER][NEUTRAL] Well, it is weird because I do see here that it's being paid um through the company and we only have bank information for us um to pay her. Um we don't have it registered um for us to take the payment out of the account, um, but.
[CUSTOMER][NEUTRAL] The only requirement um for us to cancel the policy, it is the copy of the, of the death certificate, um, and we go based on the dates and we go, um, if there's any unearned premium, we issue a refund of it.