AccountId: 011433970860
ContactId: 3a152d06-c075-4fb2-ba90-d779da5df2b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267820 ms
Total Talk Time (AGENT): 81841 ms
Total Talk Time (CUSTOMER): 157549 ms
Interruptions: 6
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3a152d06-c075-4fb2-ba90-d779da5df2b1_20250429T18:57_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yeah, thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is um this is [PII]. Uh, my husband passed away a couple of months ago and he was on my policy, and so I need to see what I need to do, what changes there will be made or what I need to do to have his name removed.
[AGENT][NEUTRAL] OK, I can help you with that. Do you know your policy number?
[CUSTOMER][NEUTRAL] Yes, 936-823.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. And can I get you a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, Ms. [PII], do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying. And you stated that um you need to remove your husband. Um what we will need from you is a copy of the death certificate.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That um.
[CUSTOMER][NEUTRAL] And a copy of the death certificate. OK.
[AGENT][POSITIVE] And we can get that changed to individual coverage and refund the premium that's owed back to you.
[CUSTOMER][NEUTRAL] OK, and so can I just wear it, can I submit it online where it says claim forms, um, how do I need, how is the best way to get it to you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, the best way would be to email it or fax it.
[CUSTOMER][NEUTRAL] OK, um, OK, so now it just been online.
[AGENT][NEUTRAL] Um, because if, if you did that online it would go to the claims department instead of customer service.
[CUSTOMER][NEUTRAL] OK, so email to what's what address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the email address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and um what would the difference be in the monthly payment?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know it won't be much.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on just a moment. It'll take me a while to pull it up. Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It'll change to [PII].
[CUSTOMER][NEUTRAL] It'll change to [PII].
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I don't know who to tell, so I will tell you that in [PII] and then throughout this past year, this has been we never dreamed that you never think you're gonna need a cancer policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] But this has been absolutely wonderful. I mean, it was just like God just um.
[CUSTOMER][POSITIVE] Uh, uh, you know, not knowing it just not too many years ago, OK, we'll get this. I'm just gonna say American Public Life, every time I've talked to someone they've they've been so kind because it's a hard time and I'm just, I will tell you thank you, thank you so much. y'all have been wonderful.
[AGENT][NEUTRAL] It is.
[AGENT][POSITIVE] Well we appreciate you and.
[CUSTOMER][NEUTRAL] We.
[AGENT][NEUTRAL] Yeah, is there anything else that we can help you with today?
[CUSTOMER][NEUTRAL] Is there anything
[CUSTOMER][NEUTRAL] That's it. Hopefully I will, in the, well, I guess if I have a a my colonoscopy screening that I have to have, I'll send you a, but other than that, I hope we don't, I hope, I hope we have very few dealings and it's not like this last year. Thank you so much. OK, bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yeah.
[AGENT][POSITIVE] Oh, I hope so too.
[AGENT][POSITIVE] Thank you. Thank you for calling APL. I'm very sorry for your loss.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Alright. Thank you. Goodbye.