AccountId: 011433970860
ContactId: 31d0c4e3-b3f8-44de-a8f2-f0dade530c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1479099 ms
Total Talk Time (AGENT): 339672 ms
Total Talk Time (CUSTOMER): 598511 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/31d0c4e3-b3f8-44de-a8f2-f0dade530c72_20250428T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I'm not sure if you can. I'm not sure if I've got the right person, but, uh, this is, um, [PII]. I am [PII]'s sister. Um, [PII] passed away.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII], I believe it was and um.
[CUSTOMER][NEUTRAL] She has something coming through her checking account, um, and it came through.
[CUSTOMER][NEUTRAL] Like [PII] or whatever and so I was gonna call and see if y'all could check that and find out what's coming out of hers and [PII]'s account.
[CUSTOMER][NEUTRAL] Um, because it's still open.
[CUSTOMER][NEGATIVE] And it's constant to be overdrawn like whatever.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Her birth? I I she on her birthday.
[AGENT][NEUTRAL] Do you, do you have her policy number?
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] No, I don't have anything. I'm at my house and everything is at her house and I'm 2 hours away.
[AGENT][NEUTRAL] OK, so you said that it's [PII].
[CUSTOMER][NEUTRAL] So I, I that's the
[AGENT][NEUTRAL] You said it's, you said it's [PII]'s account and.
[CUSTOMER][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] I think it's, it's [PII], yeah, she's, mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It was [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII]'s birthday it was [PII].
[CUSTOMER][NEUTRAL] That'll help. I don't know.
[CUSTOMER][NEUTRAL] That's all I have here now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it was [PII] and [PII]'s account. Is [PII] still?
[AGENT][NEUTRAL] Um, with us?
[CUSTOMER][NEUTRAL] No, he
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] No, no, no. He passed away in um [PII]. He passed away in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know if you're a beneficiary on the account?
[CUSTOMER][NEUTRAL] No, but he's here with me right now, her son, [PII].
[AGENT][NEUTRAL] OK. And then it's.
[CUSTOMER][NEUTRAL] That's that there's um.
[AGENT][NEUTRAL] OK. Uh, do you know if their son is the beneficiary on their account by chance?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yes, him, it was him and uh I guess it was him and his sister, but his sister passed away too. His sister's gone and that's all. He's the only one left.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He passed away in [PII].
[AGENT][NEUTRAL] OK. So do you mind if I speak to him?
[CUSTOMER][NEUTRAL] Oh, hang on one second. He's, he's get the shower, but let me knock on the door, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry. He's my nephew and I love him, but he's a grown man now.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] He you talk like hi hi.
[CUSTOMER][NEUTRAL] OK. Here I'm gonna lay my phone out right here and you just reach right through here and talk to her.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] I'm doing OK.
[AGENT][NEUTRAL] OK, so since you are the beneficiary on the account on the account, uh, we would have to speak with you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so to look up the policy number, can I get your first and last name?
[CUSTOMER][NEUTRAL] My first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] What was the last name, [PII]?
[CUSTOMER][NEUTRAL] [PII], same as my mother.
[CUSTOMER][NEUTRAL] Same as my father.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, this will take a minute just to load on my computer.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you should, I should give you that code though.
[CUSTOMER][NEUTRAL] I think the coast.
[CUSTOMER][NEUTRAL] Uh, she's taking her a minute. I'm gonna step out and let you get out of the shower, OK? OK.
[AGENT][NEUTRAL] Yeah, sorry, it's just taking a minute. Let me see.
[CUSTOMER][POSITIVE] Well, it's OK. It's OK. He's getting out the shower, so that'll be good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He came in the night at my house, so he's lonesome.
[AGENT][NEUTRAL] Oh, yeah, he can go ahead and get ready. That's OK. I'll wait.
[CUSTOMER][NEUTRAL] Uh, no, he's, I'm, I'm just holding the phone and he'll be out in a second. He's just gonna pull this short phone.
[AGENT][NEUTRAL] OK, what is a good callback number?
[CUSTOMER][NEUTRAL] I'm an old
[CUSTOMER][NEUTRAL] Uh, mine is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, it looks like I found, I found them, um.
[CUSTOMER][NEUTRAL] Well, I think, I think this is the one that we had um.
[CUSTOMER][NEUTRAL] They had a, it was a cancer policy and a um.
[CUSTOMER][NEUTRAL] Dreaded disease. It was for different diseases. Uh, is that what that policy covers?
[AGENT][NEUTRAL] Yeah, it looks like it's a cancer policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah because we called and um.
[CUSTOMER][NEUTRAL] And [PII] was on it and, and we had that, she had him, we didn't know it, we called in to change, she had to change her banking account back in like October maybe. And so that's when we called and had it changed over to the new account. And when we did that, that's when they found out that [PII] had passed away and so they were billing her for, for [PII] too. And when they took [PII] off of it, then that's what hers was. And then when she passed away.
[CUSTOMER][NEUTRAL] I don't know if we, I'm sure we contacted y'all, you know, but anyway.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it says.
[CUSTOMER][NEUTRAL] Because she's been gone a couple of months so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know. Yeah, I see both of them on here. Uh let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] So she's been billed twice for that. And so she passed away in [PII].
[AGENT][NEUTRAL] Oh, no. OK.
[CUSTOMER][NEUTRAL] So [PII]he was billed for March.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Was that your sister?
[CUSTOMER][NEUTRAL] He's my sister, yeah. He still is my sister.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, yes, sorry, yes, of course.
[CUSTOMER][NEUTRAL] I might not
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry. Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we almost canceled it when they took [PII] off, but we thought, cause she did tell us, I know I was there with [PII], and she did tell us that um it had, it covered other things other than cancer. And we didn't know, we didn't know she was gonna pass away so soon, you know, but we didn't want to cancel it because we thought it could happen and she might need it, you know.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, that's understandable. I mean, you might as well have it just in case.
[CUSTOMER][NEGATIVE] She was very sick. She had um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, uh, she, her chronic kidneys, it was her kidneys that killed her.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] He's in a better place though.
[AGENT][NEUTRAL] OK. Sorry, I'm reading. Uh, there's a form that he needs to fill out.
[CUSTOMER][NEUTRAL] It's OK, it's
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can you send it to my email?
[AGENT][NEUTRAL] Yes, uh, I, I think I'll have to speak with him about it and see.
[CUSTOMER][NEUTRAL] OK, he's, he's, he's got a shower now. Here he is. Here he is. I'll give it to you, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, that's fine. Thank you.
[CUSTOMER][NEUTRAL] OK, she, uh, I'm here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then can you please verify your mom's first and last name and her date of birth?
[CUSTOMER][NEUTRAL] My mother's first name was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It went by [PII] but first name was [PII].
[AGENT][NEUTRAL] And then her birthday?
[CUSTOMER][NEUTRAL] And her birthday?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then do you know the address that we had on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They've lived there since [PII].
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] I love that. OK.
[AGENT][NEUTRAL] And then what city was that in and the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK. [PII], I'm gonna put you on a brief hold really quick while I find this form that you need to fill out, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, [PII], thank you for holding.
[CUSTOMER][POSITIVE] You're welcome, ma'am.
[AGENT][NEUTRAL] OK, so what is a good email I can send over over this form that you have to fill out?
[CUSTOMER][NEUTRAL] Well you can fill out in uh in my name or you can fill it out in my aunt's name, but it's [PII].
[CUSTOMER][POSITIVE] And I can receive it on my phone.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And I can press that
[CUSTOMER][NEUTRAL] And it is it better if you send it to mine? I could just go in and click it and print it right out of my, well, send it to my aunt uh email.
[AGENT][NEUTRAL] OK. What's your
[CUSTOMER][NEUTRAL] It's all lower case
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's all lower case, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome honey thank you.
[AGENT][NEUTRAL] OK, just one moment. I'm speaking to a colleague. I just wanna double check to make sure this is the correct form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] She's done that at the house, yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, I will send this form right over to the email you provided, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I have if I have any questions, I will just give you a call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all I just wanted, I wanted it all to be taken care of where it wasn't drafted out of mother's checking account.
[AGENT][POSITIVE] Oh, of course, yes, we try to make it an easy process.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It, it, it's for 2 months, right?
[AGENT][NEUTRAL] 00, OK. So, sorry, [PII], so we need the death certificate.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Email to the care uh care team.
[CUSTOMER][NEUTRAL] OK, who's that?
[CUSTOMER][NEUTRAL] Do that. It'll take it'll be tomorrow before I can email it to you. I don't have it with me right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's at home
[AGENT][NEUTRAL] OK, that's OK. Um, it would just be [PII].
[CUSTOMER][NEUTRAL] Well, email that to my my email which is [PII], all lower case it's [PII]. Send that to mine and I'll send it to you tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So you want me to send that?
[AGENT][NEUTRAL] Oh wait, no. We need the death certificate first, so.
[CUSTOMER][NEUTRAL] Send the phone to my aunt's email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send your email to my email.
[AGENT][POSITIVE] OK, I can do that. So you have it.
[CUSTOMER][NEUTRAL] Where you want the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That way you can get the death certificate, but, but I don't have it with me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] In the car or it it's in the house.
[AGENT][NEUTRAL] OK. I will send you an email that has
[CUSTOMER][NEUTRAL] I'm, I'm an hour and 2 hours away from the house.
[AGENT][NEUTRAL] OK, I see. Yeah, that's OK. Tomorrow is fine, um, whenever you get a chance.
[AGENT][NEUTRAL] Um, so you'll just have to send us the death certificate and I will email you our email as well, so you have that. Um, and then.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll have to fill out a statement just saying that we need to cancel the policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Now what is the policy for?
[CUSTOMER][NEUTRAL] It's it's a cancer policy OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't know what I know mother had an account set up for her and daddy both. I just didn't know what it was for or whatever.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But and and I should have contacted y'all the [PII] and let you know that mother had passed away.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you know, when you have a death in the family, you can't remember everything.
[AGENT][POSITIVE] Yes, I understand that. Well, I'm sorry for your loss.
[CUSTOMER][NEUTRAL] You only really you only contact really the the kin the the people that skin to you and let them know about.
[CUSTOMER][NEUTRAL] You know, their family member. I mean, you, you have friends and you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Others, but you don't think of everybody else that's involved too.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEGATIVE] It's too much to take care of at one time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It is, and there's no rush, you know, just take your time and slowly take care of the things that you need to. And I mean, you're still grieving, so you need to take that time.
[CUSTOMER][NEGATIVE] I, I'll always re my mother's death. I mean, it is, it's.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Mother was my rock. She was, she was the one that took care of me all my life and I'm [PII] old.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] And I just had a birthday and it was hard.
[CUSTOMER][NEUTRAL] On my birthday.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] And then the, the [PII] was decoration when my mother was big. That was hard.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, I'll try to make this as smooth.
[CUSTOMER][POSITIVE] So we'll get it done. We'll keep it going. Get it done.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's so hard. I'm sorry.
[CUSTOMER][NEUTRAL] Uh you know, I lost my sister in [PII].
[CUSTOMER][NEUTRAL] And I'm the only
[CUSTOMER][NEUTRAL] Immediate family that mother had besides her.
[CUSTOMER][NEUTRAL] Sisters that's living and you know, and it's, it's hard on us to remember what mother had and
[CUSTOMER][NEUTRAL] You know, and all of that.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You know we'll be OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mother was the oldest child of my grandparents and she had 5 other brothers and sisters.
[AGENT][NEUTRAL] You you
[CUSTOMER][NEUTRAL] And 3 of her brothers passed and she's still got 2 sisters left.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, the, the paper to you and then we can sign it, but I guess we'll have to wait till you get the death certificate before we I get.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The money back, right?
[AGENT][NEUTRAL] Yes, so it looks like because this policy is a cancer, I'm going to transfer you over to customer service really quick, OK? And they're gonna list the documentations that you need exactly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK. Just a second, OK? You
[CUSTOMER][NEUTRAL] But I need to too.
[AGENT][NEUTRAL] Sorry, what did you say?
[CUSTOMER][NEUTRAL] I said I need to know everything I have to do.
[AGENT][POSITIVE] Yes, yes, and they will let you know exactly. I'm gonna put you on a brief hold really quick, OK? and let them know what's going on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] from the care team. I have a beneficiary on the line and he is trying to cancel his mom's policy. Um, he's also listed as the beneficiary on here. Um, she passed away.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the beginning of April and
[AGENT][NEUTRAL] Uh, yeah, he's just trying to cancel the policy.
[CUSTOMER][NEUTRAL] You cancel the policy. All right. And um
[CUSTOMER][NEUTRAL] What is the policy number?
[AGENT][NEUTRAL] It is 459.
[AGENT][NEUTRAL] 140.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and we have [PII] on the line.
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Is it? No.
[CUSTOMER][NEUTRAL] Hello, good afternoon, Mr. [PII].