AccountId: 011433970860
ContactId: 39e70564-7d03-4936-8c97-15573c6fc2e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422910 ms
Total Talk Time (AGENT): 192775 ms
Total Talk Time (CUSTOMER): 146074 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/39e70564-7d03-4936-8c97-15573c6fc2e5_20250212T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I have a policy. It is in my name and, uh, my husband is on it, but he passed away, so we need to take him off of it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, alright, and what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], can I get your callback number just in case our call gets disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] 617.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am and then what is your policy number?
[CUSTOMER][NEUTRAL] That I don't have.
[AGENT][NEUTRAL] OK, if you will give me your social security number I can pull your policy in that way for us.
[CUSTOMER][NEUTRAL] OK, uh, and I took it out through, um, when I was working in public school.
[CUSTOMER][NEUTRAL] Uh, would that help too?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or just the social.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] Just the social. It'll pull in all of your policies you've ever had with us.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm so sorry to hear about your husband's passing.
[CUSTOMER][POSITIVE] Uh, thank you very much.
[AGENT][POSITIVE] But we'll make sure that we, we help you all we can yes, you're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons can you please verify your date of birth?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's your date of birth?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Date of birth, yes. [PII].
[AGENT][NEUTRAL] Your date of birth?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what is your um.
[AGENT][NEUTRAL] Address and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, uh, the address is [PII].
[CUSTOMER][NEUTRAL] Germantown, one word, Road.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you I appreciate that.
[AGENT][NEUTRAL] All right, let's look and see here.
[AGENT][NEUTRAL] Do you have an email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh email, yes. Uh-huh. uh [PII]
[AGENT][NEUTRAL] What is that please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so what we're going to need for you to do, Ms. [PII], is you'll need to send in your husband's death certificate so that we can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Came off the policy.
[AGENT][NEUTRAL] Now, um, if there was any premium paid for him after death, ma'am, we will refund that to you, um, but in order to take him off, we'll have to have the death certificate.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] OK, OK, can you email me uh your address?
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Or where I will mail this to.
[AGENT][NEUTRAL] Um, actually,
[AGENT][NEUTRAL] Right, so you can actually send it. I'm gonna give you our email address. You can just email it in that way you don't have to send because those copies are are expensive, so you won't have to send in a version you can just email it to us and let me give you that address.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, uh, let me get some right with. OK, go ahead.
[AGENT][NEUTRAL] That address
[AGENT][NEUTRAL] Yes ma'am, it's, it's Care Team CARE.
[AGENT][NEUTRAL] Team, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you're breaking up. I'm so sorry. I've got CARE.
[AGENT][NEUTRAL] At at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I think you're gonna have to email it to me. You're, you're cutting in and out. I'm sorry.
[AGENT][NEUTRAL] OK, alright, let me see um.
[CUSTOMER][NEUTRAL] Did you get my email?
[AGENT][POSITIVE] Yes, I did. Let me um get it real quick.
[CUSTOMER][NEUTRAL] I just don't want to write the wrong thing down.
[AGENT][NEUTRAL] Right, I understand. Alright, we're on the phone together.
[CUSTOMER][NEGATIVE] Uh, I'm, I'm in my car, but I pulled over. I thought maybe that would have something to do with it, but you're still breaking up.
[AGENT][NEUTRAL] OK, let's, um, let me go ahead and email this to you.
[CUSTOMER][NEUTRAL] All right, we can try one more time. I've got CARE.
[AGENT][NEUTRAL] Then it's [PII]
[CUSTOMER][NEUTRAL] OK. [PII], OK.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] [PII], yes, that's good. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, alright, so [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, yay.
[AGENT][NEUTRAL] Alright Ms. [PII], if you can get that into us, we'll, we'll change let's see to individual coverage for you and um like I said if there was any premium paid after his passing, we'll read that back to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, alright, that sounds fine. OK, I'll get that to you as soon as I get one, OK?
[AGENT][POSITIVE] Yes, ma'am. Thank you so much, Ms. [PII].
[CUSTOMER][NEUTRAL] I have to pick those up so so anyway.
[CUSTOMER][POSITIVE] OK, thank you so much. All right, bye bye.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] You're welcome bye bye. You have a blessed day. [PII].
[CUSTOMER][NEUTRAL] OK, bye bye you too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.