AccountId: 011433970860
ContactId: 3f88a2d1-2dc8-45a7-8572-356c62a5b2a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 635890 ms
Total Talk Time (AGENT): 272150 ms
Total Talk Time (CUSTOMER): 266875 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/3f88a2d1-2dc8-45a7-8572-356c62a5b2a5_20250207T22:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I don't know who I need to talk to.
[CUSTOMER][NEUTRAL] I called yesterday and
[CUSTOMER][NEUTRAL] About um my sister's policy. Her policy number is 00459140.
[AGENT][NEUTRAL] OK, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, uh, how may I assist you today, Mr. [PII]?
[CUSTOMER][POSITIVE] OK. Well, we know that they got everything and it was.
[CUSTOMER][NEUTRAL] I don't know who to talk to. It went through, it went through customer service and she put it through wherever she needed to, the policy, I mean, the uh death certificate and everything to where my sister was closing out where her husband passed away.
[CUSTOMER][NEUTRAL] And we needed to get him taken off of this policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you have um power, power of attorney over your sister?
[CUSTOMER][NEGATIVE] I do not, but she is right here. I'm, I'm in the room with her. She is just that, that that she's sick, very sick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, OK. Yeah, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me have her authorization in order to, to just check and see if we can do some.
[CUSTOMER][NEUTRAL] I have, I have.
[CUSTOMER][NEUTRAL] I have asked for an authorization form when I sent this death certificate in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I asked for one, and I haven't got it, gotten it yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, but I have done all the talking to everybody about this.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] All I wanna know is, has, has it went through yet before they uh have put any money back into her account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So basically you're calling to know if, if, if he's been removed, is that your question? OK. All right. um.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEGATIVE] And uh she's not able to speak or to give me authorization?
[CUSTOMER][NEUTRAL] Uh, for me to talk.
[AGENT][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] Yes, yes, I'll get her for you to do that. She might, you might not come here.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] She is, I mean, but let me see. So she needs, she needs you to tell her, give her authorization for me to talk to you about this.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I've talked all this time, but now she needs you.
[CUSTOMER][NEUTRAL] OK. It's OK.
[AGENT][NEUTRAL] OK, Ms. So, thank you. Um, I'll go ahead and get the information from your sister, OK? Thank you.
[CUSTOMER][NEUTRAL] It gonna hot
[AGENT][NEUTRAL] I, I'll go ahead and talk to your sister, OK, Miss?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] You can go ahead and talk to her.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] It's OK. Any um she, she calls. It's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To talk to her.
[AGENT][NEUTRAL] OK. And can you tell me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. OK, I'm ready for Miss [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] She should
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss, um, can you verify the mailing address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Um, let me check with customer service and see where they're at with um the removal of the spouse, OK? Um, I see some notes regarding this and that um it looks like we received the death certificate, so let me see where we at, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][NEUTRAL] I'm good, [PII]. How are you?
[AGENT][POSITIVE] Um, it's the afternoon. I, I got like 20 more minutes. I'm good.
[CUSTOMER][NEUTRAL] I, I hear that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I have a member on the line. Um, she is the sister of the insured, and I did speak to the insured and got permission to release information to her, but she's calling because she's sending a death certificate and she wants to know if we already removed um the husband, which we have not. I just need to know if we have a copy of that death certificate. Have we received it or not, because I don't see anything here indicating that we did.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so the policy number is 459,140.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] I'm so ready for the weekend. I'm exhausted. I don't know why, but I'm exhausted.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's been crazy. And next week's gonna be crazier.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, I don't say that. Knock on wood.
[CUSTOMER][NEUTRAL] Well, for customer service, I don't know about y'all, but you know, we're gonna be really, really busy next week.
[AGENT][POSITIVE] Oh boy
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This name does not look familiar, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When did she say they sent it in?
[AGENT][NEUTRAL] Um, no, um, let me see, she's been calling like every day. Let me see.
[AGENT][NEUTRAL] Uh, she said she sent it, um, OK, she called on the [PII] saying that she already sent it, so, um, yeah, around the [PII], probably, maybe before.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Oh wait. Yeah, we've got it. It's in the, it's in the hub. We've got it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, OK, perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Was it sent by email?
[AGENT][NEUTRAL] Because she, she's, yeah, she's trying to make sure that she can make that payment, but she didn't want to overpay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so she's set up on bank draft and her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Draft day isn't until the [PII], so she won't be drafted for a couple of weeks, but I am, I'll get this done. I'll try to get it done this afternoon, but most likely it's gonna be Monday, but we have it and I'm working on it, yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK dokey. That's all I needed to know. I'll let her know and thank you. Have a good day. Have a good weekend.
[CUSTOMER][POSITIVE] All right, so thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So, um, we did receive the, the, the certificate and they're working on it. It has not been, uh, fully removed yet on the policy, but they're working on it. She said that more than likely, it usually takes 24 to 48 hours for them to put all the process and everything. Uh, so more than likely if it's not done by today, it will be Monday when he's gonna be removed, but we see that your draft date is on the [PII].
[AGENT][NEUTRAL] So it should be removed by that draft day.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right, so he, he won't be on the next draft.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, OK. Do you know the the, the amount that we'll get back?
[AGENT][NEUTRAL] Right now it's not showing that information because it has not taken place yet. So once they put all the information and they do take them out, then it will show that amount, but right now it's not. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] All righty. Well, thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with? No it's OK, no bother.
[CUSTOMER][NEUTRAL] Sorry to bother.
[CUSTOMER][POSITIVE] No, just, we're just sorry to bother you. We just need to get this taken care of.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And we do understand and it's no bother. You can always call us to check on it, OK?
[CUSTOMER][NEUTRAL] OK, hold, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I don't think there's nothing else that we need to know.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] All right. Well, you have a good afternoon. You're welcome. Good weekend. Bye-bye.
[CUSTOMER][POSITIVE] But thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Bye-bye.