AccountId: 011433970860
ContactId: 35992811-f10f-49eb-8d5b-efcab6f80539
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276220 ms
Total Talk Time (AGENT): 119475 ms
Total Talk Time (CUSTOMER): 85553 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/35992811-f10f-49eb-8d5b-efcab6f80539_20250207T18:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], a couple of questions. Excuse me. Uh, my wife has passed away.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I came across this information uh on a policy and uh obviously uh it's continually to be deducted.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can definitely assist you with the policy. I first want to say I'm sorry for your loss. Um, anything we can do to help, let us know. And um may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[CUSTOMER][NEUTRAL] And I'm, I'm assuming this is the policy number is, it doesn't specifically say that, but it is 6996556.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was kind of choppy in the beginning. Did you say 6996556?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No ma'am, 996.
[CUSTOMER][NEUTRAL] 556.
[AGENT][NEUTRAL] OK. 996.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And when did Mrs. [PII] pass?
[CUSTOMER][NEUTRAL] Uh, 1:31.
[AGENT][NEUTRAL] OK. This is the correct um policy number. So let me, I'm gonna note the policy.
[AGENT][NEUTRAL] So let me go ahead and get you over to customer service. Customer service is a department that um like makes the the policies um eligible or terminates them and works with the premiums and the payments. Um, so let me go ahead and get you over there so that they can let you know what if any steps need to be taken to um stop the draft or if they can just cancel it now, but that's the department that would do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Before I do that, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, that, that should get me going.
[AGENT][POSITIVE] All right, well, thank you so much for calling APL and hold on one moment, OK, while I get a representative for you.
[CUSTOMER][POSITIVE] OK, thank you much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][NEUTRAL] I'm doing good. Um, I have a husband of the insured or policyholder on the other line. Um, she passed away on [PII], um, and he's trying to see what to do about the deduction. It sounds like one just came out, um, but with the policy the deduction for premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, we can help him with that. What's the policy number?
[AGENT][NEUTRAL] 996556.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And um the husband is [PII].
[CUSTOMER][NEUTRAL] You got the callback number?
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'm ready thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good afternoon Mr. [PII]. Sorry to hear about your loss.