AccountId: 011433970860
ContactId: 1665d852-2467-41cf-a917-126223fc2dd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362019 ms
Total Talk Time (AGENT): 99814 ms
Total Talk Time (CUSTOMER): 209138 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1665d852-2467-41cf-a917-126223fc2dd1_20250221T18:15_UTC.wav
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[CUSTOMER][NEUTRAL] My off and boobs.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. This is [PII] at Wassau County School District, um.
[CUSTOMER][NEUTRAL] We evidently used to do a life deduction here um in the school district for our employees um at one time we offered them a product from y'all.
[CUSTOMER][NEUTRAL] And then we had a a lady that retired many years ago and she opted to continue her policy with y'all evidently um and she she's recently passed and she um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] She has and I'm guessing I'm sitting here with her husband, um, and he had brought in a a bank um statement that has a deduction that's being deducted from his bank account and all and I'm I'm grasping at straw because it says American public insurances and it's a premium that's uh drafted out of there.
[CUSTOMER][NEUTRAL] Account and it has his wife [PII]'s name listed beside it so I'm putting pieces together and assuming that she continued a policy with y'all upon leaving us now can you help me [PII] with taking care of this?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am, I can, um, and you said that her name was
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh-huh. [PII]. Do you have her social?
[CUSTOMER][NEUTRAL] Alright, and he has her social.
[AGENT][NEUTRAL] Yes, what is that please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Uh oh wait are you talking to me because it's cutting in and out.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] Yes, ma'am, I can hear you.
[CUSTOMER][NEUTRAL] OK, I didn't know if you were saying something. It was a lot of static on the line. I'm sorry.
[AGENT][NEUTRAL] Oh no, no, that's OK. OK, so I've got uh Miss [PII] as [PII] they pulled up.
[AGENT][NEUTRAL] And it continue as it is [PII] the spouse.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Yes, Mr. um, it's [PII] is, is [PII] is his name, um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if, um if you guys can if he can, we'll need to get her death certificate sent in to us.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, can you tell me, do you have her death certificate? Have you gotten one now? OK, he hasn't received it yet.
[AGENT][NEUTRAL] OK, that's fine. I'm gonna give you guys the email address to send the death certificate into when he receives it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, wait, say it again because that phone, it cut out a.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So altogether it's car.
[CUSTOMER][NEUTRAL] I, uh, I'm, I'm, I'm, I'm sorry, it is just like going in and out [PII].
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, maybe I got it now. I, I mean, it's literally like every other word [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and does he need to do it to anybody's attention, put anything or just, just give her name, maybe her social, and then attach the death certificate and that's all?
[AGENT][NEUTRAL] Uh, the death certificate and then let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 50,520.
[CUSTOMER][NEUTRAL] 5052.
[AGENT][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 00505200
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, if anything was paid after that, it'll refunded back to him.
[CUSTOMER][NEUTRAL] OK, and he'll just they'll just debit um I mean they'll just put it back into the account they they took it from.
[AGENT][NEUTRAL] No, they'll send them a check.
[CUSTOMER][NEUTRAL] I'm sorry, they they'll send him a check, is that what you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, alright, that'll work all right well I will definitely pass this along and I'll probably just let him unless he's got someone at home that can help him with it, um, just come here and I, I can, I can email it to you, um, with all of that information for him on his behalf, OK.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Oh that's so sweet of you.
[AGENT][POSITIVE] You're very welcome, [PII]. You guys blessed weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, you're welcome. Alright, bye bye.