AccountId: 011433970860
ContactId: 3ede003d-1c06-4f56-a19a-d2bf1c0756ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 671469 ms
Total Talk Time (AGENT): 182032 ms
Total Talk Time (CUSTOMER): 180079 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/3ede003d-1c06-4f56-a19a-d2bf1c0756ff_20250616T16:56_UTC.wav
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[CUSTOMER][NEUTRAL] [PII] and he's I know that hey how are you? Right.
[AGENT][NEUTRAL] [PII], how can I help you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Good I'm I'm good thank you.
[CUSTOMER][NEUTRAL] same one.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I had called this number. Uh, my mother, her name is [PII].
[CUSTOMER][NEGATIVE] And she had a policy with you and she has just passed away. It was actually two policies, but the charge was $32.
[AGENT][NEUTRAL] OK. Sorry to hear about that. Um, do we by chance have a policy number? What do we have?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No ma'am, I am looking at it on a bank statement.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I think they're telling me that I do have it. I'm sorry.
[AGENT][POSITIVE] It's OK, don't worry.
[CUSTOMER][NEUTRAL] OK, um, OK, I have them here. I just didn't know I had them.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] 445174.
[CUSTOMER][NEUTRAL] And then 445176.
[AGENT][NEUTRAL] OK, thank you for that. And then for documentation, can I get your first name?
[CUSTOMER][NEUTRAL] And how hard we got to look at.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]. I am her son.
[AGENT][NEUTRAL] Thank you. And then if I could just verify uh her date of birth and then if you know what address you would think she would have had on file.
[CUSTOMER][NEUTRAL] OK, I can tell you both of those. She was born on uh [PII], and her address is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] There were two different policies. Let me, one was 1450 and one was 1750. So that's where we get our 32 from here.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] out.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] for
[AGENT][POSITIVE] I'm just pulling up both these policies here, [PII]. I appreciate your patience. One second.
[CUSTOMER][POSITIVE] Thank thank you very much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I.
[CUSTOMER][NEUTRAL] very much.
[CUSTOMER][NEUTRAL] I just gonna step out.
[CUSTOMER][NEUTRAL] So I'm just like that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Um, yeah, it looks like one was a life insurance, so we'll need to get some information on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, one of them had cancer slash life on it. That was one of the questions that I had.
[AGENT][NEUTRAL] Yeah, it looks like um yeah, one was a cancer and then one was a life insurance, it looks like um.
[CUSTOMER][NEUTRAL] On the card
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Uh, let me just check on what we may need for um documentation. I may need to transfer you to a different department here, [PII]. Do you mind holding the line for me one moment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Looks like we transferred to anything anymore.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Slash
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Need to send us a death certificate and their con.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] There is no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You probably have forgot about them.
[AGENT][NEUTRAL] Thank you for your patience, [PII]. So it looks like for the life policy I'm gonna need to send you out a claim form that needs to be filled out and then you can submit that back to us either via US postal mail or you can fax it to us.
[CUSTOMER][NEUTRAL] They.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for the cancer for the cancer policy, we're gonna need a copy of the death certificate emailed to us and then we will cancel out that policy.
[CUSTOMER][POSITIVE] That'll be good.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So let me give you the email email address where there is um where you'll send that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You wanna write that down. OK. Um, we're not at our home, we may have to try to locate a pin.
[AGENT][NEUTRAL] Oh, OK. Well, if you want, honestly, [PII], you can give me your email address and I can just put it in the email if you want.
[CUSTOMER][NEUTRAL] You know where a pen is
[CUSTOMER][NEUTRAL] OK, that'd be fine. Uh, now this usually throws people off. I have, I've had a lot of fun with this through the years, so here we go, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, the, the, the uh numbers and not spelled out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm gonna read this back just to confirm. I have [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Most people try to put [PII] or something like that in there and you didn't you're the first one. Congratulations.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, thank you. I appreciate that. I had my listening ears on.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. Well, I will get I will get I will get that sent out to you, [PII] and um I'll put the email address in there where you're gonna re resend this back to, OK?
[CUSTOMER][NEUTRAL] You did but.
[CUSTOMER][NEUTRAL] How's it going? I might not be on my works, OK.
[CUSTOMER][NEUTRAL] OK, and so what were you telling me that I, that, uh, I would need to do, or is it gonna be explained in the email pretty well?
[AGENT][NEUTRAL] Yeah, I'll explain it in the email since um that'll just be handier and I'll give you all the instructions on what to do, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much. Have a good day.
[AGENT][POSITIVE] All right. You're welcome, [PII]. You too. Bye bye.
[CUSTOMER][NEUTRAL] OK.