AccountId: 011433970860
ContactId: 2d547061-b46d-4601-8fec-6a0b83a72542
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442359 ms
Total Talk Time (AGENT): 170233 ms
Total Talk Time (CUSTOMER): 179942 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/2d547061-b46d-4601-8fec-6a0b83a72542_20250326T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I have a, a spouse on the line, um, the wife pass and he's trying to see how can he, you know, cancel the policy and all that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, what is the policy number?
[CUSTOMER][NEUTRAL] All right. It's 2558313.
[AGENT][NEUTRAL] 2558313
[CUSTOMER][POSITIVE] 2558313. Yes, that's correct. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes, and I got Mr. um [PII] on the line.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right. You can go ahead and send him over.
[CUSTOMER][NEUTRAL] OK. And um just in case you get disconnected, I got the phone number [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, here he comes. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for me, Mr. [PII]. I got Ms [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hello, good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Good afternoon.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I was just advised on that, yes, can you hear me?
[CUSTOMER][NEUTRAL] Is there?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes I can.
[AGENT][POSITIVE] All right, Mr. [PII], I'm so sorry for your loss. We were advised that your wife recently passed away. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, Monday morning.
[AGENT][POSITIVE] I'm so sorry for that news, Mr. [PII]. My sincere condolences, um, and you are willing to, to cancel the policy for her as well, correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, yes, that's, that's what we're looking at, uh, I mean we got we got a deal from y'all and my daughter-in-law was the one filling all of this stuff out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I asked her if she wanted to submit what y'all were asking for and she said no y'all just wore her down and she's through so I said OK so I'll call and.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] And get it canceled.
[AGENT][NEUTRAL] All right, Mr. [PII], um, we can go ahead and cancel the policy, but we would be requesting a copy of the death certificate, um, for her, and we will go off of the date of her passing and, um, go ahead and cancel the, the policy. In the case of any premium that has been unearned, we will go ahead and reimburse it as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can
[CUSTOMER][NEUTRAL] Where am I supposed to send the death certificate?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, you can email it or fax it to us, and you can also mail it to us, which um form you prefer, I can provide the information.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Let me write it all down. Let me get a fax number for you.
[AGENT][NEUTRAL] All right. Let me know whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That will be 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] 807.
[AGENT][NEUTRAL] 09.
[CUSTOMER][NEUTRAL] 88 or 807. Wait a minute, 8807 or 807?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] 807 OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 09
[AGENT][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 11 OK [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if they wanna email you, you have an email address?
[AGENT][NEUTRAL] Mhm. Yes, that will be, um, let me know whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's what now?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[CUSTOMER][NEUTRAL] And if we wanted to mail it.
[AGENT][NEUTRAL] Mhm. That will go to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] So [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, OK, so y'all are gonna cancel the policy as of [PII] where she passed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and it's, and as soon as we right now we're in the process of getting everything done for a funeral, so as soon as we get the death certificates back from them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll be sending it on or faxing it to you or whatever.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and upon receiving.
[CUSTOMER][NEUTRAL] If we fax it to you, we need to put a.
[CUSTOMER][NEUTRAL] Uh, if we fax it to you, we need to put attention on the cover sheet to anybody or just.
[AGENT][NEUTRAL] No, just uh just send it on to APL, mhm.
[CUSTOMER][NEUTRAL] Send it on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right. Well, thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. You're welcome. You have a good day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thank you.