AccountId: 011433970860
ContactId: 1fb10c7a-a335-411c-ba62-c33b45f26fe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202199 ms
Total Talk Time (AGENT): 90706 ms
Total Talk Time (CUSTOMER): 51879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1fb10c7a-a335-411c-ba62-c33b45f26fe7_20250331T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, I'm calling, uh, on behalf of my mother. My mother passed and she has, uh, a cancer policy.
[CUSTOMER][NEUTRAL] Uh, with you and it's being taken out of her bank account, so I want to cancel that, um, so that it will not be taken.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that, um.
[CUSTOMER][NEUTRAL] You need the policy, you need the policy.
[AGENT][NEUTRAL] Yes, ma'am, and can I have your name also?
[CUSTOMER][NEUTRAL] I'm [PII], her daughter.
[AGENT][NEUTRAL] OK, and then Ms. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] It's 980057485.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and what is your mama's name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying that for me. And can you give me her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. OK, so in order for us to cancel the policy, we'll need to get Ms. [PII]'s death certificate sent to us.
[AGENT][NEUTRAL] Uh, once we receive the death certificate, we can cancel the policy and any premium that was paid after death will be refunded.
[CUSTOMER][NEUTRAL] OK, so who do I send the death certificate to? Do you have to, can you have a copy of the death certificate?
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] You can actually, uh, email it to us. It does not have to be the original copy. Uh, I'll give you the email address.
[CUSTOMER][NEUTRAL] OK, so I can email.
[CUSTOMER][NEUTRAL] OK, what's that address
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You got it [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, I have it. Thank you so much.
[AGENT][POSITIVE] OK, you're very welcome. Is there anything else, Ms. [PII] I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. You've done a great job, thank you.
[AGENT][POSITIVE] Well, thank you, Miss [PII]. We're sorry to hear about your mama's passing, and we're here to help you all we can, OK?
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][POSITIVE] Thank you for calling APR you have a wonderful day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye bye Ms. [PII].