AccountId: 011433970860
ContactId: 30d2046c-f976-4967-8cb0-06b3c0e05fd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548979 ms
Total Talk Time (AGENT): 314182 ms
Total Talk Time (CUSTOMER): 166671 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/30d2046c-f976-4967-8cb0-06b3c0e05fd4_20250609T21:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm sending this over cause I offered a call back and she said she doesn't, that doesn't make sense. She's on the phone now. So I'm just trying to get her over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] It's 421-112.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, did you get a callback number?
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And she's upset?
[CUSTOMER][NEUTRAL] She's not upset. It's just, so she has this cancer policy and she, she says that the premium didn't change even after her husband passed.
[AGENT][NEGATIVE] She upset.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And at first she was thinking her husband was on there and I'm like, well, no, we took him off back in [PII]. And she was like, well, why didn't my premium change? And I said, well,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't know the answer to that, but I can have customer service give you a call back and talk to you about it. And she said, well, why would they call me back and I'm on the phone now and I said, well, I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] OK, I'll talk to her thank you no problem. OK, thank you [PII] have a good afternoon.
[CUSTOMER][NEUTRAL] OK. You're welcome. Hold on one second.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes. Thanks so much for holding. I have [PII] on the line and she's gonna assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service how are you today?
[CUSTOMER][NEUTRAL] OK. I had a question about the um
[CUSTOMER][NEUTRAL] Um, cancer insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It just sort of hit me. I was just wondering when my husband passed away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, is that in, that's the, does the, uh,
[CUSTOMER][NEUTRAL] Policy amount.
[CUSTOMER][NEUTRAL] Premium, does it go down or not?
[AGENT][NEUTRAL] Yes ma'am, did he pass away and I can help you with that question. Did he pass away to one of 19?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, he passed away [PII].
[AGENT][NEUTRAL] Did he press
[AGENT][NEUTRAL] Yes, ma'am. I see that uh huh. OK, so let me take a look at it.
[CUSTOMER][NEUTRAL] And that, and that
[CUSTOMER][NEGATIVE] That policy never, I mean, I just happened to think about it. And I thought, well, I'm still paying the $80 something dollars and you know, that's what I paid when he was living.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes ma'am, it, it was 155 82 and it went down to $80.40.
[CUSTOMER][NEUTRAL] Well, I've been paying that for a long time.
[AGENT][NEUTRAL] OK, yes ma'am, you've been paying $80.40 since um.
[CUSTOMER][NEUTRAL] That was before, before he passed away.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] So I didn't know if it went down anymore, no.
[AGENT][NEUTRAL] No, ma'am, it didn't, but let me check something. I'm gonna have to look back at the notes real quick and see what else happened.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To refund the difference, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause it's just one person now.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so in [PII], yes, ma'am, um, so it looks like in on [PII].
[AGENT][NEUTRAL] Somebody was auditing the policies and they saw on the notes where your spouse had passed away in [PII] um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And they mailed out a refund.
[AGENT][NEGATIVE] Of the from when it didn't get refunded back in [PII] it looks like.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, mail check number 153-477-1 to [PII] $47766477.66.
[CUSTOMER][NEUTRAL] For how much?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] They can get no refund like that.
[AGENT][NEUTRAL] I'm on, let me pull up.
[AGENT][NEUTRAL] OK, let me pull the, let me pull it up in um in our imaging and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If it was cashed or something. Hold on one second.
[CUSTOMER][NEUTRAL] In [PII]?
[AGENT][NEUTRAL] 2 [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That was 5 years ago. Um, we mailed out check number 1534771.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] In the amount of 477 66.
[AGENT][NEUTRAL] For, um, unearned premium.
[CUSTOMER][NEUTRAL] I don't remember it.
[AGENT][NEUTRAL] OK. Let me pull it up real quick.
[AGENT][NEUTRAL] 2, hold on just a second.
[CUSTOMER][NEUTRAL] Sure don't remember anything like that.
[AGENT][NEUTRAL] OK, it's gonna take me just a second to find it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here's the check where it was mailed.
[AGENT][NEUTRAL] Um, to [PII].
[AGENT][NEUTRAL] Is that your address?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, did I deposit it or something?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look in this in another screen and see if it's it was um actually cached.
[AGENT][NEUTRAL] Hold on 1 2nd for me.
[CUSTOMER][NEUTRAL] I can't remember it at all.
[AGENT][POSITIVE] Yes, ma'am, it's OK.
[AGENT][NEUTRAL] All right, let's see how to.
[AGENT][NEUTRAL] Check number here we go 153-771. OK, it says it was cleared on [PII].
[CUSTOMER][NEUTRAL] 727.
[AGENT][NEUTRAL] Mhm. [PII], 47766.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess I did.
[AGENT][NEUTRAL] Yes ma'am, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I showed it was cleared, but yeah.
[CUSTOMER][NEUTRAL] So what was that? So what, what was it for?
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] Yes, ma'am, because we had taken him off in [PII] and um.
[AGENT][NEUTRAL] Well let's see.
[AGENT][NEUTRAL] Let me read these notes one more time here.
[AGENT][NEUTRAL] OK. It looks like
[AGENT][POSITIVE] Received death certificate for [PII] spouse removed to one of [PII] to and refunding the difference. So we received all that in [PII], but he really, he passed away in [PII], so we refunded all the money.
[AGENT][NEUTRAL] That was due for unearned premium to you that 47766 because we didn't get the death certificate until the next year.
[AGENT][NEUTRAL] Even though he passed away in [PII].
[AGENT][NEUTRAL] On [PII] we received death certificate for [PII] spouse removed and changed to individual and we will be refunding the difference in premium and that's when we refunded it on [PII] and then that's when your premium changed in [PII] to $80.40 even though he passed away in [PII], we didn't get the death certificate until the next year.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, if you say so, I don't remember it.
[AGENT][POSITIVE] Yes ma'am, I got it it's in the notes um the dates and everything that it was put in.
[AGENT][NEUTRAL] So you must have noticed it in [PII] and called us or something maybe, um, and send in the death certificate. Yes, ma'am.
[CUSTOMER][NEUTRAL] Maybe, maybe so.
[AGENT][NEUTRAL] But that's what happened.
[CUSTOMER][NEUTRAL] That the premium of $80 is correct.
[AGENT][NEUTRAL] Yes, ma'am, it is for individual coverage. Mhm.
[CUSTOMER][NEUTRAL] That I'm paying.
[CUSTOMER][POSITIVE] Just for me, that's right.
[AGENT][NEUTRAL] Yes ma'am, that is, um, it was 155 82 and then we took [PII] off and it changed to $80.40. Yes ma'am.
[CUSTOMER][NEUTRAL] OK. OK. I was just checking. All right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I don't think so. Thank you.
[AGENT][POSITIVE] Yes, ma'am. You have a good evening. Thank you for calling APL Miss [PII].
[CUSTOMER][NEUTRAL] Mhm. Bye, bye.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye.