AccountId: 011433970860
ContactId: 1587416f-2ea7-4e22-8bc2-3b87a3f16d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335519 ms
Total Talk Time (AGENT): 157821 ms
Total Talk Time (CUSTOMER): 101909 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/1587416f-2ea7-4e22-8bc2-3b87a3f16d9a_20250625T18:34_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and my mom, [PII], had a policy with you guys. Um,
[CUSTOMER][NEUTRAL] She passed away about a month ago, so I'm just kind of calling around and updating everybody.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, Mr. [PII], so you said that your mother was a subscriber who had a policy with APL but she's recently passed away. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct, yeah.
[AGENT][NEUTRAL] OK. So first off, Mr. [PII], my deepest condolences, um, in the loss of your mother.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I can, you're wanting to find out about.
[AGENT][NEUTRAL] Just how to go about notifying us officially of her passing. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][POSITIVE] Yes, so, well, I can help you with that. And Mr. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And do you have your mom's policy number?
[CUSTOMER][NEUTRAL] Uh, I do. It's 00084335.
[AGENT][NEUTRAL] OK, thank you. One moment while I get her information pulled up. I will have to verify several things with you first for security purposes, so just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK. So, Mr. [PII], first off, um, again, I will need to verify several things with you for security. So if you could first please verify your mom's date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then her home mailing address.
[CUSTOMER][NEUTRAL] Uh, it is uh [PII] actually it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK, so we do have something different on file for her.
[CUSTOMER][NEUTRAL] OK, uh, then that's probably still her other address which is [PII].
[AGENT][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Thank you and what would a phone number be that we would have had on file for her?
[CUSTOMER][NEUTRAL] Uh, that would have been, let me look that up real quick.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, that would be.
[CUSTOMER][NEUTRAL] So her home number is [PII] for her mobile is that it?
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] No, that's OK. Yes, sir. That is the one that we have on file. OK, so that's all of the information that I'll need to verify with you. Now, when did your mother pass away?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it would be, um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we will have to receive a a copy of her death certificate, Mr. [PII], and I can give you the email address that you can send that to and then your email, um please include her policy number and make sure your contacts information is in there if you would like for someone to contact you once everything has been processed because you're wanting to find out about canceling the coverage, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you can request, you know, in your email to be contacted once this has been processed and just put in there that you're requesting cancellation of the policy, but we do have to get that death certificate before we can do that so the email that you would send that information to is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that's [PII] M.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So, um, if you'll just send that, then we will get that processed for you and again my deepest condolences.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you appreciate it and we'll I'll get that off to you soon, OK.
[AGENT][POSITIVE] Well, you're welcome.
[AGENT][NEUTRAL] OK. All right. Well, that'll be fine then. Is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Uh, I think that's it. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, Mr. [PII], bye bye.
[CUSTOMER][NEUTRAL] Bye.