AccountId: 011433970860
ContactId: 30e9b367-7444-4f68-b247-ec920712f337
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207050 ms
Total Talk Time (AGENT): 91339 ms
Total Talk Time (CUSTOMER): 115294 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/30e9b367-7444-4f68-b247-ec920712f337_20250203T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I need to report the death of my mom, and she had a policy with y'all, and I think you probably had an automatic draft to her account. I just need to get it stopped.
[AGENT][POSITIVE] OK. Our condolences to you and your family, ma'am. Can I get your first name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Any
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Oh yes, ma'am. It's A 55319.
[AGENT][NEUTRAL] And spell um first name and last name of the policyholder.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well now, what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said that your daughter, correct?
[CUSTOMER][NEUTRAL] Um, the daughter, yes. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I locate the file.
[AGENT][NEUTRAL] Do you know what, you said she had a.
[CUSTOMER][NEUTRAL] And I just, I just assumed she does. I found an insurance card in her purse and that's all I'm going by. OK. So whether she does or not, I don't know, but
[AGENT][NEUTRAL] I, I understand.
[AGENT][NEUTRAL] I know. What's, what's.
[CUSTOMER][NEUTRAL] I just need to make sure.
[AGENT][NEUTRAL] OK, what was her date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. Now, she did have a cancer policy with us, um, and if you uh have a copy of the cert of the death cert certificate, you can email that over to us and that will stop um premiums from being uh drafted.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then, and.
[CUSTOMER][NEUTRAL] OK, what is uh the email?
[AGENT][NEUTRAL] And any unearned premiums, if there be any, will be refunded.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, hang on, let me find a pen so I can get your email address. OK, just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And when I need one, of course I can't find it. OK, what is the email address?
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, um, it's [PII].
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] Care team.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK. I will do that. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And what was the date of passing? Uh-huh.
[AGENT][NEUTRAL] Go ahead.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'll document that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other questions, Ms. [PII]?
[CUSTOMER][NEGATIVE] No, ma'am, I don't. I just wanted to make sure it all got, it got stopped if, if there were any drafts or anything. And because the bank's gonna return it, and I just need people to know why it's being returned. You know, if, if, if there was a draft going so that you didn't contact the, try to contact her and say, you need to pay your premium. And it's like, you know, it's not gonna be paid. So.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Exactly, understand.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Right. Exactly. All right. OK. Well, thank you.
[CUSTOMER][NEUTRAL] That's it, OK.
[CUSTOMER][NEUTRAL] OK, when I get to get a computer I will get that emailed to y'all, OK?
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] And thank you for if no other questions, Ms. [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right. Thank you. You too. Mm bye-bye.