AccountId: 011433970860
ContactId: 28dc3b87-6694-44a8-bc49-08bd9c18ed2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383160 ms
Total Talk Time (AGENT): 132216 ms
Total Talk Time (CUSTOMER): 91961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/28dc3b87-6694-44a8-bc49-08bd9c18ed2a_20250402T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Um, my husband and I had the dental policy.
[CUSTOMER][NEGATIVE] And uh my husband has died.
[CUSTOMER][NEUTRAL] And I sent the death certificate.
[CUSTOMER][NEUTRAL] I want to stay on it, but I wanna take him off of it.
[CUSTOMER][NEUTRAL] And because uh my premium will be different.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm happy.
[CUSTOMER][NEUTRAL] Since we're gonna be dropping him off.
[AGENT][NEUTRAL] OK. Yes, ma'am, absolutely. So, do you by chance have that policy number?
[CUSTOMER][NEUTRAL] Yes, 00.
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 21
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you so much for that. Bear with me one moment, please.
[AGENT][NEUTRAL] Alright. And then if I could just verify please your first and last name.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then if I could verify lastly your address that we should have on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. OK.
[AGENT][NEUTRAL] So it looks like you spoke with [PII] last month in customer service. Did you send um the death certificate to us in the mail? Is that how you sent it?
[CUSTOMER][NEUTRAL] Yes, I sent it on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me.
[AGENT][NEUTRAL] Take a look here, one moment.
[AGENT][NEUTRAL] All right. And then do you have a good callback number just in case if something happens on the call?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] 921
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, I am going to get somebody on the line over in customer service, uh, that deals with removing uh individuals from the policy. If you don't mind, I need to place you on just a brief hold, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK I see.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I am good. I have an insured on the line. She is calling about having her husband removed from a policy. He unfortunately, he has passed away. Um, I was checking to see if I could find the death certificate. She said she sent it, and I'm just not seeing it. I was wondering if you could help with that.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] Her policy is 613621.
[AGENT][NEUTRAL] And we're speaking with um it looks like [PII], but it's pronounced [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She may have sent it in with a claim.
[AGENT][NEUTRAL] She said she sent it on the [PII] and then I went into on-base and I'm like, well, I'm not seeing anything.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I did check notes. I didn't see anything there, just that she had called previously regarding this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So she sent an email but she doesn't have the death certificate yet 631.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think she's probably worried about it too, cause I see that she's got a bill that was sent out to her.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 23621.
[CUSTOMER][NEUTRAL] And here.
[CUSTOMER][NEUTRAL] I don't see where they've received the claim or anything recently.
[CUSTOMER][NEUTRAL] Where it would be on there.
[CUSTOMER][NEUTRAL] Alright, um, I'll just get her to resend it to, to, uh, if you transfer.
[AGENT][NEUTRAL] OK awesome do you want her callback number? It's the number she's calling from.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and she's fully verified?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right well thank you [PII] and I'm ready.
[AGENT][POSITIVE] Thank you. OK, here she comes.
[CUSTOMER][NEUTRAL] Good afternoon, uh, [PII], this is.