AccountId: 011433970860
ContactId: 27504e2c-896d-46ca-a0b0-c2e9c758f1b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319959 ms
Total Talk Time (AGENT): 165856 ms
Total Talk Time (CUSTOMER): 98144 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/27504e2c-896d-46ca-a0b0-c2e9c758f1b7_20250521T14:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII]. I'm calling on behalf of my mother-in-law. She has passed away, and this is one of the insurance groups. She has down to call upon her passing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we need to make sure uh if it's still standing or if it's been canceled out or and how we need to go about doing all the stuff that needs to be done with it.
[AGENT][POSITIVE] OK, sure. I can assist you with that and I'm sorry for your loss, Miss [PII]. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] OK. Do you have a policy number for your mother-in-law?
[CUSTOMER][NEUTRAL] Yes, she has it as 636-849.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One
[CUSTOMER][POSITIVE] Oh you're OK.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and give you general information. So in order to cancel the policy, uh, we're gonna need the death certificate.
[CUSTOMER][NEUTRAL] OK, OK, that's what the other one said too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK. And a letter indicating the um like your information and why you're trying to cancel the policy and all that and um
[AGENT][NEUTRAL] I do see there uh the son is listed, so he might need to just or the husband is listed. So he may need to just go, go ahead and um send his information as well, OK?
[CUSTOMER][NEUTRAL] OK, OK, yeah, because he's here, um, he just has me doing it, so we need a death certificate and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what else did you say?
[AGENT][NEUTRAL] Just a letter, a letter of, um, uh, a letter updating any type of information like address or phone number or anything that we need to have, um, if we need to get in contact with the person that is gonna be taking um over her state.
[CUSTOMER][NEUTRAL] Alright, it will be her husband as of now, yes, um, OK, and who do we send like who do we send it to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. You can send it um 3 ways. Either you can fax it or you can mail it, or you can email it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, so the fax number, um, yes, go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It'll be like a email or mail.
[AGENT][NEUTRAL] Oh, OK. So the email is [PII]. Again, that's [PII].
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] OK and we just need a death certificate and a letter stating the address and phone and is there anything else we
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any updates. Mhm. That, that's all. Mhm, yeah, any updates that needs to be done, like if there's a change of address, if there's a phone, uh, change of phone, or if we need to have the callback number for the person that's gonna be taken over her state.
[CUSTOMER][NEUTRAL] And update
[CUSTOMER][NEUTRAL] I, I don't, there's, there's nothing changed. They've lived here almost 50 years.
[AGENT][NEUTRAL] OK, so he's been there. OK, so he's staying there, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] But that's all we're gonna need, OK?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, and that'll cancel it like that'll be able to cancel it out or?
[AGENT][NEUTRAL] Yeah, on the letter just indicate the reason for um, for your request. So you're trying to cancel the, the policy, um, if it's set up for direct deposit and you need to, I mean, not direct deposit, but, um, draft, then um you know we need to cancel the draft. So you just put in that letter what you want us to do about the policy. Mhm.
[CUSTOMER][NEUTRAL] R
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mm, that was all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.