AccountId: 011433970860
ContactId: 18224807-01eb-441b-8723-26502f67328f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 829080 ms
Total Talk Time (AGENT): 178043 ms
Total Talk Time (CUSTOMER): 215666 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/18224807-01eb-441b-8723-26502f67328f_20250107T14:42_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good morning. Yes, ma'am. I was trying to see if you could see if Miss, uh, the hay [PII], uh, I've been communicating with her, um, just trying to see if she's available.
[AGENT][NEUTRAL] OK, um, and may I have your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or you might can help me. I just wanna know on my mom policy. I can give you her social. I just wanna know like um it's some old claims that Ms. [PII] is working on.
[CUSTOMER][NEUTRAL] Um, I'm just trying to see if I could cancel the policy because I don't think the money is in the bank, or can I, like, could I take up the premium cause my mom passed away on the field, so the money is not in her bank account to cover the cost of the policy, and I'm just trying to see when the last date did the, did the premiums come out.
[AGENT][NEUTRAL] Oh, OK. Um,
[AGENT][NEUTRAL] And I have a question, um, Miss [PII], have you sent a copy of, of the certificate by any chance?
[CUSTOMER][POSITIVE] Mhm. She said that customer service probably got it. I did probably got it.
[AGENT][NEUTRAL] You did.
[AGENT][NEUTRAL] OK, OK. Um, all right, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And you said you have the social correct? Um.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, go ahead with the social so I can pull up the policy.
[CUSTOMER][POSITIVE] Thank you, sweet.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm ready for the social whenever you have it, OK.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's her social?
[CUSTOMER][NEUTRAL] Uh-huh, that's her social [PII].
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] And the address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, so I got a note here from [PII] um she's working on your claims, um, and she'll give you a call back, um, this note was put in today, so it looks like she's gonna return the call back once she is um finalized with everything, OK? But right now she's working on it and this note was put in today, this morning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me go ahead and get with the customer service department and see if we can cancel this policy, OK? One moment. I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] Right, but I'm saying, I'm saying, when, when is the last time that the premium came out though?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like it was for the month of December.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] If any, any uh anything that happens, if we go ahead and cancel it, they still gonna pay on it, right?
[AGENT][NEUTRAL] Um, well, correct, um, the policy will go to the date on the death certificate, um, that's the date that it's gonna completely be canceled, and if, um, there's any premium due, that they will go ahead and refund it back if there is anything taken out after the fact, um, that's how they handle the policy once they're ready to cancel the policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So, um, let me just go ahead and check, make sure they have all the paperwork they need to cancel. Um, do you mind holding for me?
[CUSTOMER][POSITIVE] Uh, go ahead. Thank you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Good morning. I'm doing good.
[AGENT][NEUTRAL] I'm good. Um, I have a, um, a mem well, no, it's not a member. It's the daughter of the member on the line. Um, the mom passed away, um, she's been working with us for some claims, but now she wants.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To cancel the policy. She says she already sent in the death certificate. I cannot see it in my end. I don't know if you can see it on your end. Um, let me give you the policy number. Um, it is 635883.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I did verify all the information.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Um, did she, mhm, did she state when did, when did she send the death certificate to us?
[AGENT][NEUTRAL] She didn't say exactly when, but she said she did.
[CUSTOMER][NEUTRAL] OK. All right. Uh, what is the name of the daughter?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What you
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And callback number is the same as in the system?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, got it. All right, I'm ready.
[AGENT][POSITIVE] Mhm. OK, thank you. Here she comes. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for you, Miss. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you with the policy, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. Thank you so much.
[AGENT][POSITIVE] Have a good day. You're welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning how you doing? I'm doing good. How are you doing?
[CUSTOMER][NEUTRAL] Well, I'm just really um taking it day by day, baby.
[CUSTOMER][NEUTRAL] I'm so sorry for your loss, Ms. [PII]. Um, I was just advised that, uh, you already sent to us the death certificate. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right, allow me, it will take me a minute to look through our correspondence to see if we have already received it. How long um has it been since you send it to us?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] It's been probably about
[CUSTOMER][NEUTRAL] I don't know that they that.
[CUSTOMER][NEUTRAL] I know it was before [PII], maybe about
[CUSTOMER][NEUTRAL] [PII], oh no, not for [PII] cause mama passed on the [PII].
[CUSTOMER][NEUTRAL] Uh, probably around [PII], um, around in there.
[CUSTOMER][NEUTRAL] Let me look and see when I see it. Hold on.
[CUSTOMER][NEUTRAL] All right, so, so it has been already a couple of weeks.
[CUSTOMER][NEUTRAL] OK. And was this sent by email or mail?
[CUSTOMER][NEUTRAL] Uh, it was