AccountId: 011433970860
ContactId: 165684d8-5b65-4ce0-af58-b25fb913f929
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291859 ms
Total Talk Time (AGENT): 129457 ms
Total Talk Time (CUSTOMER): 134123 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/165684d8-5b65-4ce0-af58-b25fb913f929_20250604T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Quit if he's not gonna.
[CUSTOMER][NEUTRAL] Hi there. Um, I am calling, um, because my, my mother had a, uh, policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she passed away in February of last year.
[CUSTOMER][NEUTRAL] And so we've, we found that premiums are still being paid and I.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, either need to cancel it if it's just her or find out if my dad is also somehow on the policy and that's why we're still paying it. Um, I was wondering if there's any way you could help me with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah we can get that pulled up and take a look um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My sorry.
[CUSTOMER][NEUTRAL] My name is [PII] and I'm her daughter.
[AGENT][NEUTRAL] Got it. OK. And what was her name, please?
[CUSTOMER][NEUTRAL] Her name was [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have, I have a card that has like policy and group and all that.
[AGENT][POSITIVE] Oh awesome OK uh first if you don't mind, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Um, and then, yes, if you've got that policy number or a certain number, um, that would be perfect.
[CUSTOMER][NEUTRAL] Uh-huh, OK, it's 726337.
[CUSTOMER][NEUTRAL] But when it came out.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I I also.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, let's take a look here.
[CUSTOMER][NEUTRAL] I just used it.
[CUSTOMER][NEGATIVE] No, we didn't even spend 10 minutes. I struggled up to the pot.
[AGENT][NEUTRAL] All right, and are you able to verify uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you and then uh her mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of that. Alright, so for this policy she is the only one that is currently active under this policy so for us to be able to get this uh canceled, uh, we would have to have a copy of that death certificate um you can email that to us, mail it, whatever is easier for you uh whenever you're ready I can give you that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so our email address is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then did you want our mailing address as well?
[CUSTOMER][NEUTRAL] And should I uh
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, um, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm so sorry, what were you asking me before? Yes.
[CUSTOMER][NEUTRAL] And is
[CUSTOMER][NEUTRAL] Oh, that's OK. Um, is, so if I were to email, um, a copy I can just scan it, attach it to the email, and then is there like someone I should address or information I should put on there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, really, the big, um, would just be the, that policy number you gave me referencing that and then of course, you know, all we would really need is that, that would of course reflect, uh, when she passed away and then we, um, you know, just the intent that you want the policy canceled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, very good and is there, is there by chance uh a refund of those premiums?
[AGENT][NEUTRAL] Yes, uh, once, of course, once we see that date, um, that she passed away, then yes, that would be taken into account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, perfect. OK, very good. I really appreciate your help and I will get right on that.
[AGENT][NEUTRAL] Yeah, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh, no, I don't think so. That's it.
[AGENT][POSITIVE] Alrighty well let us know uh thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] OK.