AccountId: 011433970860
ContactId: 37682b62-1ec0-4bee-83ad-85c3542046eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446070 ms
Total Talk Time (AGENT): 181538 ms
Total Talk Time (CUSTOMER): 202852 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/37682b62-1ec0-4bee-83ad-85c3542046eb_20250422T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. I've got a member on the line who's um spouse passed and the policy was a cancer policy, so we've got the death certificate. We got the policy canceled, but I don't, I can't tell if we're gonna refund him anything, and I was gonna see if you could help him.
[AGENT][NEUTRAL] Uh, sure, I can look at it. Give me just.
[AGENT][NEUTRAL] The 2nd.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 2558313.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, I've got [PII], her spouse on the line.
[AGENT][NEUTRAL] Um, and did they, um, say when she passed away?
[CUSTOMER][NEUTRAL] Uh, yes, looks like we got the death certificate. Date of death was I believe [PII]. Uh, it was in, it's in the notes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I can.
[AGENT][NEUTRAL] I can go ahead and take him.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, I'm gonna um
[AGENT][NEGATIVE] They, um, as for the question, they are not due a refund since she passed away, um, almost at the end of the month, um, and there, there's no applicable, applicable refund for them.
[CUSTOMER][NEUTRAL] OK, is it OK if I transfer him on to you?
[AGENT][NEUTRAL] Mhm, sure.
[CUSTOMER][NEUTRAL] OK, I'm gonna introduce you on the call and warm transfer, so, um, I'll get him on. Hold on just a second.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes. OK, I've got [PII] on the line in customer service and she's gonna help you, OK? Good deal thank you ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of
[AGENT][NEUTRAL] Hello, good morning, Mr. [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am. How are you? I think I talked to you a while back.
[AGENT][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] At least I wrote [PII] down. I don't know how many [PII]'s are in your office.
[AGENT][NEUTRAL] That there we, we are a lot, but yes, I do see here the notes um and yes, it was with me. Um, as for the question if a refund is due, um, I don't see that, um.
[AGENT][NEUTRAL] We, we, um, we have one due because the date of her passing.
[CUSTOMER][NEUTRAL] Whoa, whoa, whoa, whoa, not, not.
[CUSTOMER][NEGATIVE] When, when I talked to you on the [PII], she just passed away and I told you we need to cancel this because she passed away on the [PII], and you said, OK, you'll show that she passed away on the [PII] that there should not be a.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy money taken out.
[CUSTOMER][NEUTRAL] But after her passing and if there was one taken out after her passing, it would be refunded after I sent the death certificate showed that she passed on the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm. OK.
[CUSTOMER][NEGATIVE] And they debited and they, they deducted another 2754 out of our account on the [PII], so that was two weeks after she passed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I do see here, uh, I mean from the notes, I don't see any premium that is uh showing up. The last date um that the policy is showing is paid to, let's say it is March.
[AGENT][NEUTRAL] At the end of March, that is the only premium paid that I see.
[CUSTOMER][NEGATIVE] Well, it's deducted out of my account 2754 on the [PII].
[CUSTOMER][NEUTRAL] So no ma'am, there was one taken out. I don't know who up there took it out, but there was one taken out of my account on.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For 2754 or I would not be calling y'all.
[AGENT][NEUTRAL] I apologize for that, Mr. [PII], but um I will have someone in the billing department to look at if there um where is that premium um showing because uh unfortunately, I, I really don't see it here, so that will be someone in the billing department that can help me out with it. But um once we go ahead and
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But you know, you're.
[CUSTOMER][NEUTRAL] So you're telling me that I just got.
[CUSTOMER][NEGATIVE] So you're telling me that I just got screwed out of 2754 after my wife passed away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now you wanna know what that is?
[CUSTOMER][NEUTRAL] That's pretty chicken shit, ma'am.
[CUSTOMER][NEGATIVE] For 27 damn dollars. What y'all gonna do?
[AGENT][NEUTRAL] Oh, I'm sorry for that, Mr. [PII]. We have someone in the billing department to assist me with it, and once we go ahead and find where this charge was, uh, we will go ahead and reverse it. That will be for sure. I can, I can definitely assure that, but unfort.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I understand. No, you're telling me it might be revert. It might, you're telling me, [PII], and I'm not trying to get mad at you. You're, it's your damn company that is keeping 27 damn dollars out of my dead wife and cannot.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And they say nobody, it wasn't done.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] Now damn it, somebody did it.
[AGENT][NEUTRAL] I'm really sorry for that, Mr. [PII], but I will go ahead and um get with someone in the billing department and as soon as I can and we got it figured out, I will give you a call back. Does that sound good?
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][MIXED] And, and it sounds good, but it's basically pretty much y'all's word against mine.
[CUSTOMER][NEGATIVE] This is ridiculous. I tell you, we pay these premiums all this stuff. Thank you, [PII].
[AGENT][NEUTRAL] I'm so sorry, Mr. [PII]. Um, I will give you a call back to to this.
[CUSTOMER][NEGATIVE] Lord, I just hope, I hope that can happen like this to any one of y'all. I to fight over 27 damn dollars that his dead wife he killed.
[CUSTOMER][NEGATIVE] bullshit.
[CUSTOMER][POSITIVE] You have a good day and thank you.
[CUSTOMER][POSITIVE] Appreciate your help.
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] There
[AGENT][POSITIVE] And I will, I will try to get this figured out for you, all right?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You have a good day, ma'am. I'm sorry, but this is just ridiculous.
[AGENT][POSITIVE] Thank you. You too. I'm so sorry. I understand, Mr. [PII], and I'm so sorry because I was the person who, who talked to you about this, but more than definitely you should be receiving a call back as soon as possible. I will get someone in the billing department and get this issue resolved. All right?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you, thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][POSITIVE] Thank you, you.