AccountId: 011433970860
ContactId: 364b329c-54a5-4c4e-a6d6-afe022e5e3bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424260 ms
Total Talk Time (AGENT): 233847 ms
Total Talk Time (CUSTOMER): 188383 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/364b329c-54a5-4c4e-a6d6-afe022e5e3bf_20250109T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][NEUTRAL] Hi sir, how are you?
[CUSTOMER][POSITIVE] I'm good, thank you.
[CUSTOMER][NEUTRAL] Um, I, I have a, um, daughter of a member on the line that, uh, she said that she passed away and she's trying to, um, get the, the draft canceled and the policy terminated. I did, um, tell her that we need the, the certificate to cancel the policy, but I don't know if we can do something about that draft, even though it doesn't look like it's active, but just in case.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the policy number? I'll take a look.
[CUSTOMER][NEUTRAL] All right. The policy number that I found was 109271. Now, she said she had more than one. I only found this one.
[CUSTOMER][NEUTRAL] No, I'm not really sure if there's another one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I found it with the social.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, yeah, this one is for [PII].
[CUSTOMER][NEUTRAL] Mhm, mhm, yes.
[AGENT][NEUTRAL] OK, yeah, this one is active. We just drafted for the month of December.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so we just drafted for the month of December. um, she won't be drafted again until the [PII] of the month, so she just needs to get that death certificate sent in, and I'm like you, I don't see any other policies, so if she had something else it's probably gonna be with a different company.
[CUSTOMER][NEUTRAL] Mm, OK, got you. OK. Um,
[AGENT][POSITIVE] Yeah, I can talk to her though and, and tell her all that if you want.
[CUSTOMER][NEUTRAL] Yeah, just in case she has any other questions. So let me go ahead and put her on, and her callback number is [PII], which is the one in the system. OK?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what's the daughter's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, you can go ahead.
[CUSTOMER][POSITIVE] Alright, thank you. Here she comes. Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line and she's gonna assist you from here. She's in the customer service department.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much you're welcome have a good day.
[AGENT][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. Thank you so much for asking. Uh, [PII] was telling me that you were calling um to cancel your mother's policy due to her passing away.
[CUSTOMER][NEUTRAL] Well, I just didn't, yeah, I just didn't know we were going through and trying to find everything that she had and that you came up so uh we were able to find she had like a cancer policy and I see one, but obviously she doesn't need that anymore, so I know we'll need the death certificate, but she was, I just wasn't sure you're the first one to call, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, um, this is the only policy she has that I'm showing with us, um, and her draft was scheduled for the [PII] of the month, so it's already been ran for, um, we just ran it for the month of December, um, so it won't run again till the [PII] of the month, um, so and we can't cancel without the death certificate. So once you get that into us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we can get that, um, that policy turned and then the draft won't come out anymore. When did she pass away?
[CUSTOMER][NEUTRAL] OK, that's fine on the [PII].
[AGENT][NEUTRAL] Oh, OK, so it's recent, so my condolences.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh thank you yeah we just wanted to like kind of get everything taken care of and just trying to honestly we're just trying to find everything.
[CUSTOMER][NEUTRAL] So, you know, she likes to do a lot of things.
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[CUSTOMER][NEUTRAL] So is there just a form we need to fill out? Do we just call back when we get that?
[AGENT][NEUTRAL] Uh, no, ma'am. Just, um,
[CUSTOMER][NEUTRAL] I mean there's no rush if it comes out. I just wasn't sure.
[AGENT][POSITIVE] Yeah, yeah, no problem, and if it does come out, if you are a little late getting it in and it does come out, um, we will refund any premiums that were paid after she passed away, so, um, any premiums that are collected after that, but yeah.
[CUSTOMER][NEUTRAL] I'm not worried about honestly that.
[CUSTOMER][NEUTRAL] OK, I just wasn't sure if I've heard all these stories about that how they um turn off her like close her bank accounts or put a stop on it so I didn't want everybody to start calling us if they did that, you know, so we're just trying to be ahead of it, but we don't know what we're doing. So, OK, so do I just call back then when I have that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, I understand. We never know what we're doing, but, uh, I know that when I was dealing with my, my aunt's stuff, I, I have a power of attorney over my aunt that's in the nursing home. And, um, to stop a check, it, you know, you're gonna have to pay a fee every time. So I would definitely reach out to whoever she has beforehand and try to do it that way, just like you're doing now. Um, that way y'all don't have to pay a whole bunch of stop check fees, um, but yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's the only one I'm seeing with us, so if she has anything else it's gonna be through another bank and if you have access to her bank statements, it should probably show you on there um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I went through all of those and found every all of them, but you know trying to find if this is really a legit company that shows on there which is, you know, it's called something else when it takes the money out or whatever, but so do I have a form? you guys have a form to fill out or do I just call back and say what I just did now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There is no form, um, you just, you can mail in, email or fax the death certificate and we'll get it processed and, uh, but there's no form, just the death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what email do we send that to?
[AGENT][NEUTRAL] It's gonna be um [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you'll just send you can send it that way and actually if you send it by email we'll send you a notification when it's complete so um so if you that'll be easier that way for y'all um because you'll get confirmation when it's done, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, for sure I'll do that wherever possible, yeah, OK, perfect.
[AGENT][NEUTRAL] All right, Ms. [PII]. Was there anything else I could do for you?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] No, I think that's it. I appreciate your help and thank you for sending me that email or giving me that email so I can do that when we get it. OK, perfect.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No problem. And if you have any questions, you can always give us a call back. We're happy to help, OK?
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Have a great day and thank you for calling.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.