AccountId: 011433970860
ContactId: 144de38a-c86c-4689-bdac-cf3349db0f52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353040 ms
Total Talk Time (AGENT): 143187 ms
Total Talk Time (CUSTOMER): 139020 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/144de38a-c86c-4689-bdac-cf3349db0f52_20250117T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in the Cancercu. I have a member, [PII]. Her policy is 687-412.
[AGENT][NEUTRAL] Give me one second, Ms. [PII].
[AGENT][NEUTRAL] Oops
[AGENT][POSITIVE] OK, and how can we help Miss [PII] today?
[CUSTOMER][NEUTRAL] Um, she needs to remove her spouse off of the policy. I didn't ask her how long. Apparently he's been deceased maybe for a little while, and she thought he was removed, but he's not. She does have 3 other policies with us and so she needs to um get him removed off of the policy because I don't believe she knew he was still on there.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, sir, OK, dear, put Miss [PII] on through and I will help her.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you? How's your day going?
[AGENT][NEUTRAL] It's going well, thank you, ma'am. So, Miss [PII], thank you. Um, so Miss [PII], you're calling today to have your spouse removed from your policies, is that correct?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Yes ma'am, he's been deceased since [PII].
[AGENT][NEUTRAL] Oh bless you. OK, so Miss [PII], what we'll need is for you to send us a copy of uh Mr. [PII]'s death certificate.
[AGENT][NEUTRAL] And then we can have him removed and your policies will be able to be reviewed for any refunds that could possibly be due back to you.
[CUSTOMER][NEUTRAL] OK, so a copy of his death certificate?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's all you need?
[AGENT][NEUTRAL] Yes, ma'am. Um, it just.
[CUSTOMER][NEUTRAL] OK, and do you need um.
[CUSTOMER][NEUTRAL] Where do I send this to?
[AGENT][NEUTRAL] All right, let me get that address for you.
[AGENT][NEUTRAL] Give me one moment, please.
[CUSTOMER][POSITIVE] Yes ma'am, I appreciate your help.
[AGENT][NEUTRAL] Certainly
[AGENT][NEUTRAL] OK. I have that address when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, so it will go to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, the zip code has those four additional digits, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then put a dash [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, what do I need? I, I know I need to send a death certificate, but I do I need to write up a letter telling you what I'm doing?
[AGENT][NEUTRAL] You can just put a uh a little simple cover page asking to have him removed from your policies and um.
[AGENT][NEUTRAL] Yeah, and to review the policies for any refunds to you.
[CUSTOMER][NEUTRAL] You're asking to remove.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, I put A [PII] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] Do I put it attention to anyone?
[AGENT][NEUTRAL] You can put attention uh customer service if you like.
[CUSTOMER][NEUTRAL] A customer
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm trying to get my life together. That's what I'm trying to do. And I mean it's taken me some time, but I'm, I'm gonna get there, but I just, I noticed that this was coming out of my checking account and so I wanted to get it took care of.
[AGENT][POSITIVE] Bless you.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] So, uh.
[AGENT][POSITIVE] OK, well we will get you taken care of once we receive that information.
[CUSTOMER][POSITIVE] Yes ma'am, and I'll get that in the mail to you this week. I mean, well today I'll get it in the mail.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] We just need a copy. We don't need an original, just a copy.
[CUSTOMER][POSITIVE] OK. OK. OK. I appreciate y'all help so very much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Certainly. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, ma'am, you, I appreciate y'all helping me so much. Uh.
[AGENT][POSITIVE] Certainly. Well, Ms. [PII], thank you for calling APL and we hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.