AccountId: 011433970860
ContactId: 1bb62ad0-013a-4b00-91f8-6b4d940b9ab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454859 ms
Total Talk Time (AGENT): 101546 ms
Total Talk Time (CUSTOMER): 222066 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1bb62ad0-013a-4b00-91f8-6b4d940b9ab6_20250326T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII]?
[AGENT][NEUTRAL] So, it's so.
[CUSTOMER][NEUTRAL] Oh yes so well, OK, uh, glad to talk to you. This is, uh, [PII] over in [PII]. My wife has a policy with y'all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you want the policy number and all of that and her name, birth date?
[AGENT][NEUTRAL] Mhm. Yes, if, yes, go ahead with the policy number if you have it, Mr. [PII], and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, policy number is 025.
[CUSTOMER][NEUTRAL] 58313
[CUSTOMER][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] And telephone number is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. How may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, here's the deal, and I know we, she just sent a deal in because I got a check and then we got some paperwork that needed explanation of benefits and some other stuff on it, but, uh, my wife passed away Monday.
[AGENT][NEUTRAL] Oh, so sorry.
[CUSTOMER][NEUTRAL] So I talked to my daughter-in-law and she was the one that was filling all of this stuff out for us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I asked her what she wanted to do and she said she's tired of fighting with it, so.
[CUSTOMER][NEGATIVE] We're just gonna cancel our
[CUSTOMER][NEUTRAL] Policy.
[AGENT][NEUTRAL] OK. I is this for the cancer policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] She passed away of cancer Monday morning.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] And I'm sorry for your loss, Mr. [PII], um.
[AGENT][NEUTRAL] So she's not gonna send any other information for the claims, for the benefits of the claims.
[CUSTOMER][NEGATIVE] And I asked her about it and she said no she was tired of fighting with it since all of this and I told her, OK, I understand so I was gonna call and let y'all know and that we're gonna cancel it because.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I think it's the death of death of my wife and all of this fighting over and it's just too much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, let me go ahead and get the customer service department on the line. They're the ones that can cancel the policy and give you instructions on what's needed. Um, do you mind holding for me while I get them on the line?
[CUSTOMER][NEUTRAL] No, that'd be fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[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] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. I have a, a spouse on the line, um the wife passed and he's trying to see how can he, you know, cancel the policy and all that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. What is the policy number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, it's 2558313.
[CUSTOMER][NEUTRAL] 2558313
[AGENT][POSITIVE] 2558313. Yes, that's correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Mhm, yes, and I got Mr. um [PII] on the line.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. You can go ahead and send him over.
[AGENT][NEUTRAL] OK. And um just in case you get disconnected, I got the phone number [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, here he comes. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hello, good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I was just advised that yes can you hear me?
[CUSTOMER][POSITIVE] Yes I can.
[CUSTOMER][POSITIVE] All right, Mr. [PII], I'm so sorry for your loss. We were advised that your wife recently passed away. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, Monday morning.
[CUSTOMER][POSITIVE] I'm so sorry for that news, Mr. [PII] my sincere condolences, um, and you are willing to, to cancel the policy for her as well. Yes, correct. Yes, that's that's what we're looking at uh I mean we got we got a deal from y'all and my daughter-in-law was the one filling all of this stuff out.
[CUSTOMER][NEUTRAL] And I asked her if she wanted to submit what y'all were asking for and she said no y'all just wore her down and she's through so I said OK so I'll call and.
[CUSTOMER][NEGATIVE] And get it canceled.
[CUSTOMER][NEUTRAL] All right, Mr. [PII], um, we can go ahead and cancel the policy, but we would be requesting a copy of the death certificate, um, for her, and we will go off of the date of her passing and, um, go ahead and cancel the, the policy. In the case of any premium that has been unearned, we will go ahead and reimburse it as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where am I supposed to send the death certificate?
[CUSTOMER][NEUTRAL] Yes, um, you can email it or fax it to us, and you can also mail it to us. Which um form you prefer, I can provide the information.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Let me write it all down. Let me get a fax number for you.
[CUSTOMER][NEUTRAL] OK. All right. Let me know whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.