AccountId: 011433970860
ContactId: 12e6b406-8153-497b-94ce-00e3890c43b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445109 ms
Total Talk Time (AGENT): 193064 ms
Total Talk Time (CUSTOMER): 154829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/12e6b406-8153-497b-94ce-00e3890c43b9_20250227T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I am the daughter of uh [PII]. Uh, my dad has an insurance policy. I'm assuming with you all there is a premium that comes out of his account each month. Uh, my dad passed away last Sunday, uh, and I am the executor of the estate, and I'm just trying, I cannot find or I haven't found yet, um.
[CUSTOMER][NEUTRAL] A copy of the insurance policy and I'm trying to find out how much that insurance policy is worth and and what I need to do to you know move on with um.
[CUSTOMER][NEUTRAL] What I need to do
[AGENT][POSITIVE] OK. Sure. I can take a look at that. [PII] and please accept my condolences for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, what's a good callback number in case we disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number, no.
[AGENT][NEUTRAL] OK, what about the social?
[CUSTOMER][NEUTRAL] I, I have his social security number. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I don't show I a.
[AGENT][NEUTRAL] Search for by the social security number. I'm gonna try the a name search and that's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, give me a moment just to take a look at this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I don't show.
[AGENT][NEUTRAL] I don't have anyone else listed on the policy besides Mrs. [PII] to discuss the policy.
[CUSTOMER][NEUTRAL] And she's deceased also.
[AGENT][NEUTRAL] OK. I am sorry to hear that. Yeah, and I showed that, uh, when did Mrs. [PII] pass?
[CUSTOMER][NEUTRAL] What date? Oh gosh, um, [PII].
[AGENT][NEUTRAL] OK, yeah, so see I still show um the policy is active. So, uh first, I want to say to send in a copy of the death certificate for both uh Mr. and Mrs. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And that way it will stop the uh premiums and any uh premiums that should be refunded will be, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK, so send the death certificate for mom and dad.
[AGENT][NEUTRAL] Yes, Mrs. [PII] was the policy holder and uh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, and Mr. [PII] was covered under the policy. Um, the, I cannot go into specifics, um, without having
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, either power of attorney, uh, anything legal papers.
[CUSTOMER][NEUTRAL] Sure, and I, I form also.
[AGENT][NEUTRAL] Yeah, so you can send that along with the um copies of the death certificates.
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I, I can say that this is a cancer policy.
[CUSTOMER][NEUTRAL] Oh, it's a cancer policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Oh my gosh.
[CUSTOMER][NEGATIVE] So we've been paying on a cancer policy for mom who's been dead for 3 years.
[AGENT][NEUTRAL] Yes. So you can, like I said, once you get the uh death certificate over to us, that will prompt us to uh stop collecting premiums and then anything after the date um of that on the death certificate, that premium for that time frame will be refunded.
[CUSTOMER][NEUTRAL] OK, so from the time mom passed away up until now.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That premium will be reimbursed.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, because Dad, this is not a life insurance policy, it's a cancer policy.
[AGENT][NEUTRAL] That is correct. So, if there, if either of uh the deaths were related to cancer, then you can file claims for that, but uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so they, they, they were not, they were not so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, very good. Well, can you give me an address here to send that and attention.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yep, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] So the address is [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, and that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, do I need to put it attention?
[AGENT][NEUTRAL] Attention [PII].
[CUSTOMER][NEUTRAL] Anybody
[CUSTOMER][NEUTRAL] Attention [PII].
[AGENT][NEUTRAL] And you can also fax it as well. That's an option.
[CUSTOMER][NEUTRAL] OK, that's OK, um.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] The fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so both for mom and dad and also the power of attorney and send that in and then, OK, alright, perfect, uh, thank you so much for your help. I appreciate it very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I don't think so, thank you.
[AGENT][POSITIVE] Alright well thank you thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.