AccountId: 011433970860
ContactId: 178e9856-d937-4e78-b27b-1de2f5e1cd17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286329 ms
Total Talk Time (AGENT): 139957 ms
Total Talk Time (CUSTOMER): 100370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/178e9856-d937-4e78-b27b-1de2f5e1cd17_20250324T15:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, my mother was [PII], and she passed away in August. And I have been getting her mail and she got a bill from y'all, um, American Public Life. And I just wondered what kind of, what is, is this an insurance policy or what is this that she was paying for? Uh, I've got the policy.
[AGENT][POSITIVE] Well, I can help you with that.
[AGENT][NEUTRAL] Yes, ma'am. What is that policy number? Yes, ma'am.
[CUSTOMER][NEUTRAL] You need the policy number?
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] 00604309
[AGENT][POSITIVE] All right, thank you. And Miss [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And what is, and I'm sorry about your loss, what is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you said she passed in August?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. I do. I'm so sorry.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is for a dental plan that she had.
[CUSTOMER][NEUTRAL] Uh, I'm sorry. My dogs are barking. Would you repeat that again?
[AGENT][NEUTRAL] I've got dogs too, so I know how that goes.
[AGENT][POSITIVE] For sure.
[CUSTOMER][POSITIVE] I got people working out in my flower bed and they can hear them talking and it's got them all riled up this morning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And mine's doing the same things. I got somebody work working on my fence and she's like going crazy.
[AGENT][NEUTRAL] She's like, Mom, they're here, they're here. And I'm like, I know.
[CUSTOMER][NEUTRAL] I'm not.
[AGENT][NEUTRAL] Let's see. You know what, let's see. So what we need.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Do you have a death certificate for Miss [PII], a copy?
[CUSTOMER][POSITIVE] I do, I do, yeah.
[AGENT][NEUTRAL] That can actually be faxed with that policy number on there and just put on there that your mom, you know, passed and you received a bill.
[AGENT][NEUTRAL] And you can fax that to our customer service department, put your name and phone number on there that way if they need to contact you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I am showing the policy is active. It was a dental policy.
[CUSTOMER][NEUTRAL] And what kind of policy?
[CUSTOMER][NEUTRAL] What kind
[CUSTOMER][NEUTRAL] Oh, it's a dental policy. OK, OK.
[AGENT][NEUTRAL] Mhm. But they do need that certificate so they can go ahead and close the policy. And if there's any uh premium need to be refunded, they'll check on that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alrighty well I will um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't have access to a fax. Can I?
[AGENT][NEUTRAL] Can you email it
[CUSTOMER][POSITIVE] I can, I can scan it and email it yes ma'am.
[AGENT][NEUTRAL] All right, you can send that to our care team. That's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's right, [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am. And you can just put on there um this to notify um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, is deceased as of [PII].
[AGENT][NEUTRAL] And attach that death certificate and then put your contact information in case they need to contact you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK. That's what I will do then. Well, thank you for the information.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I don't think so, not today.
[AGENT][POSITIVE] Ms [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, ma'am. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye-bye.