AccountId: 011433970860
ContactId: 2841127c-e183-42a1-be02-944e06b42272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457730 ms
Total Talk Time (AGENT): 195651 ms
Total Talk Time (CUSTOMER): 170599 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/2841127c-e183-42a1-be02-944e06b42272_20250307T15:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] [PII], um,
[CUSTOMER][NEUTRAL] This is uh [PII].
[CUSTOMER][NEUTRAL] And my wife had uh a policy with y'all.
[CUSTOMER][NEUTRAL] And I'm looking, I'm just looking at the paperwork here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was wondering if y'all been notified or anything. She, she is deceased.
[AGENT][NEUTRAL] Oh, OK, Mr. [PII], I'm so sorry to hear that. Um, let me go ahead and pull up the policy and see if any notification has been given Mr. [PII]. Can you please give me uh the policy number?
[CUSTOMER][NEUTRAL] 00775972
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Says it's a term life policy. I don't know.
[AGENT][NEUTRAL] Yes, sir. Um, can you please, um, verify her date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, sir. I see that. OK.
[AGENT][NEUTRAL] So what we're going to need um.
[AGENT][NEUTRAL] It will actually need for you to uh send in the death certificate to us so that we can um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Address the policy correctly, you know.
[AGENT][NEUTRAL] Due to her death and let me give you the um you can actually email it in you don't have to send it in by mail the email address for that is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the [PII].
[CUSTOMER][NEUTRAL] Still at last.
[CUSTOMER][NEUTRAL] I am public.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, AM Public [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And you can go ahead and send that into us and once we receive it we'll um take care of the policy.
[CUSTOMER][NEUTRAL] Uh, it has, uh, it says it has, um,
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's got two policies on, on this paperwork here. It says, uh, 50,000 on her, 50,000 on me.
[CUSTOMER][NEUTRAL] Uh, and she was paying $53 a month is what my paperwork says.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes I do see that um when you send in the um death certificate, can you state as to whether or not you want to continue the policy or if you want to cancel the policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will it go down?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Monthly or would stay the same since uh there's gonna be some missing on it.
[AGENT][NEUTRAL] It's actually gonna go down because it's only gonna be, it's gonna go from couple to individual coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I, I'm gonna stay with it, uh.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I'll have to just just put in.
[CUSTOMER][NEUTRAL] Uh, say that, uh, keep, keep.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We write this down. I keep.
[CUSTOMER][NEUTRAL] Policy
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, and make sure I got I got care.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I can uh email it right?
[AGENT][NEUTRAL] Yes sir, you can email that in to us.
[CUSTOMER][NEUTRAL] OK, and uh at at this phone number?
[AGENT][NEUTRAL] And can you
[AGENT][NEUTRAL] No, the email address is the email address she emailed that to us.
[CUSTOMER][POSITIVE] 00, I got you I got you, yeah.
[AGENT][NEUTRAL] OK, and that's OK. Mr. [PII], can you, um please let me know her date of death so that I could put that in the notes in the computer?
[CUSTOMER][NEUTRAL] I'm sorry, yeah.
[CUSTOMER][NEUTRAL] It was uh the [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yep, on the [PII]. I mean.
[AGENT][NEUTRAL] OK, I'll make sure I put a good note in. OK.
[CUSTOMER][NEUTRAL] Let me, uh, let me, let me make sure they did put that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] I just, I just got the best stuff in.
[CUSTOMER][NEUTRAL] Uh, just here recently.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Let me look, make sure that it's correct.
[CUSTOMER][NEUTRAL] I know it is, but I'm gonna see what they said. I hadn't even looked at them really.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is uh.
[CUSTOMER][NEUTRAL] Yeah, [PII], yes, that is.
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] All right. I'm
[CUSTOMER][NEUTRAL] At [PII]
[AGENT][POSITIVE] Oh gosh. I'm so sorry, sir.
[AGENT][NEUTRAL] To hear about her passing.
[CUSTOMER][NEUTRAL] Well, me too.
[AGENT][POSITIVE] Yeah. I know you got a lot to go through.
[CUSTOMER][NEUTRAL] Uh, and, and her policy.
[CUSTOMER][NEUTRAL] Oh yes, I've got I've got this whole table full of stuff and.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEGATIVE] I don't even know what to do with it.
[AGENT][POSITIVE] Right, well, just know that if you need help at any point with us just give us a call and we'll walk you through whatever we can help with.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and that policy is 50,000 correct?
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I, well, I didn't know she had this. I was going through my site.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there was an envelope and it said insurance policy.
[CUSTOMER][NEUTRAL] Keep
[CUSTOMER][NEUTRAL] And it was in the envelope
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And I opened it up
[CUSTOMER][NEUTRAL] And there it was. I thought holy smoke, at least she, she was looking out for me.
[AGENT][NEUTRAL] Yes, she was.
[AGENT][NEUTRAL] That's what wives do, don't they?
[AGENT][NEUTRAL] They're always full of little surprises.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Oh, they are that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with today, sir, before we go?
[CUSTOMER][NEGATIVE] Kind of missing.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I guess, you said it. I'll get my daughter to email this to you and copy of this and.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And we'll go from there.
[AGENT][POSITIVE] OK, sounds perfect. And like I said, if you get stuck or anything, just pick up the phone, OK?
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][POSITIVE] OK, thank you for calling [PII], sir. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK. Bye-bye, [PII].
[CUSTOMER][POSITIVE] Wow.