AccountId: 011433970860
ContactId: 3dc2966f-4070-4807-8808-66afb21b12d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400239 ms
Total Talk Time (AGENT): 141950 ms
Total Talk Time (CUSTOMER): 109582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/3dc2966f-4070-4807-8808-66afb21b12d5_20250318T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have an insured son on the other line. The insured passed away. Um, the son sent the death certificate yesterday, but he said he received an email or a letter from memory asking for like executives of the estates and like people's names and things, and he's just wanting to close the policy, so he doesn't know if he wants to provide that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, um, let me look at the policy there's probably um.
[AGENT][NEUTRAL] Um, something else involved. That's why she was, uh, requesting that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy number is 598438.
[AGENT][NEUTRAL] Is it for
[AGENT][NEUTRAL] Nylon stone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm looking into the notes and see what.
[AGENT][NEUTRAL] I'm trying to find if there is any copy of the email memory sent to him. Look at it.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Is, is your, no, this is [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, there's a
[AGENT][NEUTRAL] And it's uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Critical illness policy. Um,
[AGENT][NEUTRAL] Uh, I will get this, this will be um something to ask the memory. I can, um, I can go ahead and take the call.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh well. Mhm.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Hello, [PII]?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, Mr. [PII]'s on the line to assist you further, OK?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][POSITIVE] Hello, good afternoon. This is [PII] in customer service, yes.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hi, so my mother had a policy. My mother had a policy. She passed. I sent you, uh, her death certificate yesterday. I got an email back from memory, uh, memory [PII] looks like, and she's asking me, uh, uh, to provide a list of all my mother's errors.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, uh,
[CUSTOMER][NEUTRAL] I don't know that I need to do that.
[AGENT][NEUTRAL] OK, um, since none of their errors is listed into the policy, um, unfortunately, um, I do see here that in the email uh you were asking for, um, asking a couple of questions, um, that is the reason why she was asking for that because unless there's um an error or a power of attorney um that was issued, um, that's the only way that we can provide the information about the policy.
[AGENT][NEUTRAL] If you are only intending to cancel it and have no questions about it, we can do that definitely, um, but if you do have questions if and if you do um want more information about it, we will need that proof that is why um Ms. [PII] was requesting that information from you.
[CUSTOMER][NEUTRAL] OK, but my, I guess my question is, even to answer an administrative question about the policy, you're saying you need a list of all my mother's errors and.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, all their names, addresses, all that kind of stuff to answer a question on.
[CUSTOMER][NEUTRAL] The policy
[AGENT][NEUTRAL] Uh, no, we would only need a proof that you are, um, an error or have a power of attorney or you are, um, any of the executors that will be the only request, um, or only um written notification that we will be needing.
[CUSTOMER][NEUTRAL] Just trying to think
[CUSTOMER][NEUTRAL] So what do you want me to send you?
[AGENT][NEUTRAL] Um, if you do have a copy of a document, uh, where you are the executor of, um, whatever she left, um, we can use that and then we can go ahead and release the information to you.
[CUSTOMER][NEUTRAL] OK, and uh so I'll try to find something to email uh and your name again please?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, let me get a pen here.
[CUSTOMER][NEUTRAL] And could you spell your last name please?
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got it. OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] Take care bye.