AccountId: 011433970860
ContactId: 1bf26053-4029-49bb-8211-9f4d17dae1e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498489 ms
Total Talk Time (AGENT): 254373 ms
Total Talk Time (CUSTOMER): 133415 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/1bf26053-4029-49bb-8211-9f4d17dae1e7_20250324T20:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Thank you so much. My name is [PII], and I'm calling on behalf of my mom, [PII]. She was the insured. Um, she had an individual policy, and I'm calling to cancel that policy. Um, she passed away [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your loss and fears.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] I said I'm very sorry for your loss. My deepest condolences.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] Yes, ma'am. I know this is a hard time.
[AGENT][NEUTRAL] OK, so you're
[CUSTOMER][NEUTRAL] It doesn't matter like how ready you are for it. You're not ready, right?
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] No, you're never ready.
[AGENT][NEGATIVE] You're never ready.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] OK, so you're wanting to take your time.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah, take as much time as you need.
[AGENT][NEUTRAL] So you're wanting to
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Find out about how to go about canceling the policies. Is that correct?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you still hear me, Miss [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am, yes ma'am.
[AGENT][NEUTRAL] OK. So you're just needing to find out, OK, and I'm sorry, I think that is my line. I've been having some issues with it today. Um, so you're wanting to find out what you will need to do to, to be able to cancel the policy, is that right?
[CUSTOMER][POSITIVE] Yes, I can now it cut out for a bit.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So yes, ma'am. I can, I can help you with that. So first off, um is your last name [PII] or [PII]? OK. And what is a good thing?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, I, I, yeah.
[AGENT][NEUTRAL] IERC OK. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes.
[AGENT][NEUTRAL] OK, thank you. And then, um,
[AGENT][NEUTRAL] Ms. [PII], do you happen to have your mother's policy number?
[CUSTOMER][NEUTRAL] Uh, my mom's, what did you say?
[AGENT][NEUTRAL] The policy number, her policy number?
[CUSTOMER][NEUTRAL] I do, um, let me get her card out here, uh, the policy certificate number is 419121.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 419121. OK, just one moment please and let me get her information pulled up. And once I do, I will have to verify several things with you first, um, for security purposes, so just one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][NEUTRAL] You're welcome. Alright, so if you could first please verify your.
[AGENT][NEUTRAL] Um date of birth?
[CUSTOMER][NEGATIVE] I lost
[CUSTOMER][NEUTRAL] Mom's date of birth is [PII].
[AGENT][NEUTRAL] Uh, did I, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, my mom's date of birth is June.
[AGENT][NEUTRAL] Go ahead. I can hear you.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. And then her home mailing address.
[CUSTOMER][NEUTRAL] Uh, it would have been my address I believe [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and the phone number that we have on file is your number, so OK, um, so that'll be all of the information that I need to verify with you so give me just one moment OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now what I'm going to do, let's see.
[AGENT][NEUTRAL] OK, so what I will need to do for you, Ms. [PII], is I will connect you with a member of our customer service division, and when I do, I will give them the policy number and let them know the reason for the call.
[AGENT][NEUTRAL] And then they will be able to go over everything with you.
[AGENT][POSITIVE] I'm so sorry about that. OK, but I will explain to them the, the situation and um.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Again, should for any reason the call dropped during our transfer, we will call you back, OK? Now it wouldn't come up as the [PII] number that you called on, but just know that if the call gets lost, somebody will be calling you right back.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Well, you're very welcome. So is there anything else, Miss [PII], that I could help you with before I connect you?
[CUSTOMER][POSITIVE] No, ma'am. Thank you, you've been great.
[AGENT][NEUTRAL] OK, well
[AGENT][POSITIVE] You're, you're very welcome. And again, my deepest condolences to you and.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] So just one moment and I will get you transferred yes ma'am and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Furring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you, hey, can you hear me? I know you were having trouble earlier. Can you hear me OK? All right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. Yes, I can hear you.
[AGENT][NEUTRAL] Well, this is gonna be probably an emotional call. Um, I have one of our insured's do.
[AGENT][NEUTRAL] on the line, the lady on the line, her name is [PII].
[AGENT][NEUTRAL] And her phone number is actually the one that's on file.
[CUSTOMER][NEUTRAL] Uh, can you repeat for me?
[AGENT][NEUTRAL] [PII], is my line breaking up?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I thought I, I heard something different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. But her phone number is the one that's in line on her mother's policy, and the policy number is 419.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And her mom passed away on [PII].
[AGENT][NEUTRAL] So she is needing to, um, you know, find out what needs to be done to have the policy canceled.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Anyway,
[CUSTOMER][POSITIVE] All right. I got it.
[AGENT][NEUTRAL] All right. All right. Well, are you ready to speak to [PII]?
[CUSTOMER][NEUTRAL] Mhm, I got it.
[AGENT][POSITIVE] OK, [PII]. All right. Well, thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Have a good afternoon if I don't talk to you again.