AccountId: 011433970860
ContactId: 256ea723-3201-4863-849b-486374a1d673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349760 ms
Total Talk Time (AGENT): 220159 ms
Total Talk Time (CUSTOMER): 111721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/256ea723-3201-4863-849b-486374a1d673_20250224T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have the son of an insured on the line. He's a beneficiary on a policy. Uh, he needs to speak to somebody about canceling it. The, uh, insured has passed away, his mother.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. Well, he can't cancel it, but I can tell him what he's got to do.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see. What's that number, dear?
[CUSTOMER][NEUTRAL] The policy number is gonna be 680179.
[AGENT][NEUTRAL] Alright, let's 680-179.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have [PII] on the phone.
[CUSTOMER][NEUTRAL] Mhm. And his wife [PII] also.
[AGENT][NEUTRAL] OK, so [PII] and [PII], OK, put them all through it and I'm just gonna tell them to send me a death certificate when I get it done.
[CUSTOMER][POSITIVE] Alright [PII], here they come. thank you.
[AGENT][POSITIVE] Thank you, dear. Bye.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] Fine, how are you doing?
[AGENT][NEUTRAL] I'm fine, thank you, sir. So, Ms. [PII] tells me you're calling today to uh see about getting your mother's [PII]'s policy canceled. Is that correct?
[CUSTOMER][POSITIVE] I believe that's why I'm on the phone, yeah that is correct.
[CUSTOMER][NEUTRAL] I just kinda pull him in.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so what we need.
[CUSTOMER][NEUTRAL] I was just told here you need to be on this call.
[AGENT][NEUTRAL] Oh my goodness. OK, all, all we need from you is a copy of Miss [PII]'s death certificate. Have you received those yet?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes we have.
[AGENT][NEUTRAL] OK, we do not need an original, and I will tell you it's the best way to send it is if you can just scan it or take a picture of it and email it to our care team, they will make sure this gets canceled and I can give you that email and I can give you a fax number or you can mail it, but that could take weeks.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Oh yeah, I, we can certainly go ahead and email it to you.
[AGENT][NEUTRAL] OK, email. The reason I say is the best is you have so you get confirmation that it was received. You have someone to correspond with things like that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you're ready, I will give you that email.
[CUSTOMER][POSITIVE] I am ready for you.
[AGENT][NEUTRAL] OK, in fact that was [PII].
[CUSTOMER][NEUTRAL] Yes, I'm gonna write to him.
[AGENT][POSITIVE] OK, wonderful.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, my, my secretary is taking care of the writing.
[CUSTOMER][NEGATIVE] I need you to back up. Oh, I'm in trouble now, OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I may need to take out a policy.
[AGENT][NEGATIVE] I know we're not gonna go there. No, no, no.
[AGENT][NEUTRAL] Oh my goodness. OK, I'm losing my voice. I'm sorry. All right, Ms. [PII], that email is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then put the at sign.
[AGENT][NEUTRAL] And then uh it's at this also with [PII] and that's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, OK, to anyone that, well, just care team, no one's attention in particular.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, well that's fine, or you can just say the customer service, um, and they will get it to the, the right, uh, people, the person who works the state. You might wanna go ahead and add the, uh, add the policy number and let them know who you are in relation to Ms. [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, OK, and that'll be [PII], of course, that'll be me.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And this way once we have a copy of the death certificate, it can also be reviewed uh for any premiums to back that need to be refunded.
[CUSTOMER][NEUTRAL] Oh OK, yeah, there's one pending as we speak so.
[AGENT][NEUTRAL] OK, so that, yes, that will help with making sure we get it paid, you know, back to where it should be and not ahead because she is paid to 3:15 right now.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] So, um
[CUSTOMER][NEUTRAL] I'm sorry. Oh yes, yes.
[AGENT][NEUTRAL] Because let's see, it's probably showing that it, yes, it posted on our end uh [PII], so it's, it posted on our end over the weekend, but yes, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Alright well I certainly do appreciate your help.
[AGENT][NEUTRAL] I was there
[AGENT][NEUTRAL] Certainly, is there anything else we can help either of you with today?
[CUSTOMER][POSITIVE] I think that will take care of it. Yeah, that should get it for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm glad I could send it on the call.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] What
[AGENT][POSITIVE] Well, we do appreciate you both calling APL and I am sorry to hear about Miss [PII]'s passing. Bless her, bless her, bless her.
[CUSTOMER][POSITIVE] Oh thank you I appreciate it thank you thank you.
[AGENT][POSITIVE] Yes, yes. Well, if we can help you again, please give us a call and uh we'll do our best to assist you.
[CUSTOMER][POSITIVE] Thank you you have a good day. Thank you very much.
[AGENT][POSITIVE] You, you too. Thank you both. Bye-bye.
[CUSTOMER][POSITIVE] Thanks alright bye bye.