AccountId: 011433970860
ContactId: 1aee2dae-0f3b-47aa-8280-cee858267600
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462510 ms
Total Talk Time (AGENT): 218076 ms
Total Talk Time (CUSTOMER): 168571 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1aee2dae-0f3b-47aa-8280-cee858267600_20250320T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Good morning. This is [PII]. I called, um, nearly a month ago now, [PII], and now I don't understand the note that I made.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] I called to get a bank draft stopped because my mother has passed away and.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if there's anything that I'm supposed to send to you because I have a note to email to care team at.
[CUSTOMER][NEGATIVE] [PII] to cancel the policy and refund premium so I that makes no sense to me after a month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. It's fine, Ms. [PII]. No problem. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. More than likely, all you need to send is a copy of the death certificate, but I can check the notes on the policy. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 439-056.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Ok, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, yeah, it's just a copy of the death certificate based on the notes on the policy, Miss [PII].
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Can I mail that in?
[AGENT][NEUTRAL] Uh, yeah, you can mail it, you can fax it, or you can email it.
[CUSTOMER][NEUTRAL] OK, and uh the address to mail it is that [PII]?
[AGENT][NEUTRAL] No, that's, that's an old address. Uh, let me give you the correct address. Bear with me just a second. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so you can send it to [PII] and that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah if I sent it to [PII], you would not quite get it, would you?
[AGENT][NEGATIVE] No, that we don't have that office any longer. It moved, so that is an incorrect address.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] I see. Well, I think what I'm looking at is a thing from [PII]. Uh, my mother filed differently than I filed, so it's kind of hard to follow her filing system sometimes.
[AGENT][NEUTRAL] Oh yeah, OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] She knew what she was doing.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Yeah, back in the days, that was the address. That was correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's gonna be [PII], so [PII]. Mhm.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] [PII]. I missed the [PII] and then.
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The zip is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that one is correct, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right. That, uh, you still wouldn't have gotten it with what I, what I heard, would you?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] It's OK, we're getting there, we're getting there.
[CUSTOMER][NEUTRAL] It would have been out there in cyberspace somewhere.
[CUSTOMER][NEUTRAL] OK, well, do you need anything else with her name and policy number on it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, that's all we're gonna need. Um, well, you can just go ahead and and put her name and the policy number if you would like for us to locate it a little bit faster but with the information and the the certificate should be enough. We should be able to look it up and find it like that, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that the um draft has been canceled already. It's just that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to do some other insurance claim forms and I, I said let me make sure I understood and I had written that little note but it didn't make any sense to me this morning so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Um, I can check and see.
[CUSTOMER][NEUTRAL] We'll, we'll see if we can't get it right this time.
[AGENT][NEUTRAL] Yeah. Um, let me have some information on the policy before I release any other information. Um, may I have the address on file?
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII].
[CUSTOMER][NEUTRAL] In [PII] and the zip is [PII].
[AGENT][POSITIVE] OK, thank you. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, it looks like it did draft for March. It seems like it, uh, yeah, it looks like they will have to need they they need that information in order to cancel the draft because it's still active. I do see that it's still active. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, well, I just, I hadn't seen that one in looking at the but I hadn't looked in a few days so.
[AGENT][NEUTRAL] Oh, OK. Yeah, it was around the [PII], usually when it's the weekend and that was the [PII] was Thursday and then Friday, more than likely it's gonna be like in the beginning of this week when you're gonna see the, the transaction take place. And um once you send in that information, if you can send in a letter with your information indicating um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, like your name, your relationship, and all that information as well. So if there's any refund that you can be sent out, you can do that um because it may be a refund. I cannot guarantee that, but you can send that information as well so they can look into it and just provide your phone number, ask them to call you if anything.
[CUSTOMER][NEUTRAL] Well, I'm living at the address on file so but I'll I'll make sure to note that I'll I'll send a little note with all that information on there.
[AGENT][POSITIVE] Oh, OK, perfect.
[AGENT][POSITIVE] OK, yeah, that would be perfect, Miss [PII]. OK, is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I don't think so, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye.