AccountId: 011433970860
ContactId: 41607d6e-4194-4321-9b82-54c4a42b4f93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1165189 ms
Total Talk Time (AGENT): 696808 ms
Total Talk Time (CUSTOMER): 509930 ms
Interruptions: 10
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/41607d6e-4194-4321-9b82-54c4a42b4f93_20250121T16:36_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] with the care team. How you doing?
[AGENT][POSITIVE] Hi, [PII], I'm doing great. How are you doing today?
[CUSTOMER][POSITIVE] I am wonderful. Thank you very much for asking.
[AGENT][POSITIVE] Good. Well, good.
[CUSTOMER][NEUTRAL] Hey, I have a gentleman on the line. His name is [PII], and he's calling about policy number 614373.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][MIXED] And he's got kind of a fun situation. I say fun, that's not the right word in any capacity. Um, but, um, it's a dental policy for his mom. He noticed that um his mom passed away in, um,
[CUSTOMER][NEUTRAL] The early, early January and he noticed that a charge came out, so we called to, you know, find out, you know, what this policy was and someone said, hey, she's paying for this policy for your dad. Well, apparently, his dad's been passed away for about 20 years now. And so,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Um, they said, you know, get us a copy of your dad's death certificate, and we can look at like reimbursement options and things from there. And so I pulled up his policy, and he, you know, he just wanted to know like where do I send the death certificate and I gave him that information. Um, but he had additional questions and I was like, oh well, yeah, I do see this policy for your mom and your dad, and he's like, Oh, I thought it was just my dad. If my mom's on it, are you, I don't have her death certificate yet. Are you going to need that? And I, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] Um, and so I told him that I couldn't really, I was like, I'm really sorry. I don't know if I can like guar first off I can't guarantee anything, but I did also didn't know the answer to those questions if we needed um the policy for the mall like I I didn't know um what we needed and so I wanted to get him in touch with somebody that might be able to just give him, I'm sure he's going through a tumultuous time, a little more clarity and direction.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK, well, that's fine. Um, you can go ahead and get him over to me. His name is [PII].
[CUSTOMER][NEUTRAL] His name is [PII], yes.
[AGENT][NEUTRAL] OK, and his phone number, is it that [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You can go ahead and get him over to me, OK? Have a good day. OK, you're welcome. All right. Bye-bye.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Yes.
[CUSTOMER][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][POSITIVE] Yes, ma'am. Hey, thank you very much for your patience. I have Ms [PII] on the line and she's gonna take the call on over but she should be able to give you a little more direction and information, OK?
[CUSTOMER][POSITIVE] OK and I I got that um desk because it's been on to that care team. Thank you so much perfect they'll be able to process that from there.
[CUSTOMER][POSITIVE] Alright thank you. My pleasure.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, this is [PII], and I'm in customer service. Um, I wanted to extend my sincere condolences on the loss of your, um, your mother and your father, which I was told passed away in [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right. So, um,
[AGENT][NEUTRAL] You, you, uh, and, OK. I can help you with this. So you just said that you, I heard you talking to [PII] and you told her that you did send your father's death certificate over.
[CUSTOMER][NEUTRAL] Yeah, I just took a picture of it and uh in my police car and sent it to that care team.
[AGENT][NEUTRAL] In the
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, email, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just, just, yeah, just a second ago.
[AGENT][NEUTRAL] OK. All right. Thank you for that. OK, so, [PII], when did your mother pass away?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] My mother passed away on the [PII].
[CUSTOMER][NEUTRAL] And um of, [PII] I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] So I was, she and I are on the her checking account together and I was just kind of looking at everything she had because I was like I don't, my mom's never told me about having life insurance or or anything like that. It's never been anything brought up she she ended up having some strokes throughout the last couple of years and that's what it ended up getting the best of her so I'm just kind of looking at everything and so I saw where everything's been coming out every month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh saw that you are one of them and so I thought, well, maybe, you know, she did have something because I don't know anything about this stuff. So when I called last week, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I can't remember who I spoke to, but they made it sound like because I gave them my mom's name. They're like, we can't find anything with your mom's name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And gave them my dad's name and they're like, oh we have we have a dental policy for your dad.
[CUSTOMER][NEUTRAL] And I was like, oh holy cow, my dad's been dead since my dad has been dead since uh uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] And they're like, oh my gosh, you need to get us a death certificate because we're gonna owe you money or something. So I was like, OK, you know, no big deal. I gotta get a death certificate for the, for the, the burial stuff, all that. So when I spoke to the lady today, a few minutes ago, now she said, now we see your mom on the policy too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I just wasn't sure, number one, I just need to get it stopped, um, because we're having some issues with some other company not interest but like XM radio and the newspaper and stuff like that that won't stop it, but you know, uh, I just, I don't have a desk here yet to sell the crematorium.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh-huh, mhm.
[CUSTOMER][NEGATIVE] Uh, they haven't completed their stuff, so, and I thought, oh my gosh, my mom, she stuck her head in the sand about so much after my dad died. I thought, oh she maybe she just stuck her head and saying about this policy. She didn't realize it was coming out. She didn't, you know, whatever, so I thought just my father was on it, but I'm guessing now my mother's on it as well.
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, she, she was, she was covered on it and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It don't, you know, she didn't send us the death certificate. I guess she just kept on, you know, letting it draft and didn't realize what was going on probably with it. Mhm, yeah, so it happens a lot more than what you think it does.
[CUSTOMER][NEUTRAL] Yeah, which I mean I get it yeah.
[CUSTOMER][POSITIVE] Uh, I'm sure, I'm sure, no, I'm sure, so I've been police for 26 years and I, we, I do a lot of hospice death and, and things like that and then I'll get calls several months later from families be like, hey, I need help. We, we, you're the only person we know to reach out to so you know I'm always like crap, you know, and I got a friend of mine who's a real good attorney and uh it was very helpful and when I can't figure out something I'm like hey you you call my friend out and she'll help you out. Just tell me you know me.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you know, I usually takes care of it because it's not my realm of expertise by no means. And so, um, so but when I kind of looked through everything, I'm like crap, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, I don't know anything my mom had or didn't have or anything like that. Like, I don't even know if she gets her pension check from, you know, how to get in touch with those people or how insurance companies find out when somebody dies, you know, I don't, I don't have a clue, so, um, I just kind of got lucky with this one and so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't know exactly what I need to do if I if if it was eligible for a um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] For a refund or or what I don't know. I mean, I'm not looking to make money off my mom's death. I just, I don't want any more money come out of her account that, you know, whatever.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. I don't know.
[AGENT][NEUTRAL] Mhm. Well.
[AGENT][POSITIVE] Well, I got good news for you. I got good news for you though. Um, now, are you the informant on the death certificate?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm, I'm sorry, the what?
[AGENT][NEUTRAL] Are you, are you on the death certificate that you sent in on your father? Are you the informant? Oh, she was. OK. All right. OK, OK, yeah, that's true. I, yeah, I didn't even think about that.
[CUSTOMER][NEUTRAL] No, my mother
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, because she was still alive.
[CUSTOMER][NEUTRAL] And before my mother passed away, uh, my attorney got me power of attorney over because I got a special needs sister and nephew, um, my sister's older than me, but she, she's special needs, so I'm kind of in charge of it like this has been like I've got to find a new housing. I mean it's just been a whole multitude of things, um, so which I'm sure y'all hear a lot of too. So, uh, I'm looking at my father's death certificate, but it still shows my.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Uh-huh. Yeah.
[AGENT][NEUTRAL] Your mother, [PII].
[CUSTOMER][NEUTRAL] Mother as the informant, yes.
[AGENT][NEUTRAL] OK, that, that makes sense. I, I didn't even think about that before I asked you. OK, so do you have any other, you said you mentioned you mentioned you had a sister that you have PO over?
[CUSTOMER][POSITIVE] Yeah. Yes, ma'am, I do.
[AGENT][NEUTRAL] Power of attorney? OK. OK.
[CUSTOMER][NEUTRAL] Uh our attorney over her and my nephew.
[AGENT][NEUTRAL] OK. So, do you have any more siblings besides her?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. So what I need you to do, you've already sent in the death certificate.
[AGENT][NEUTRAL] Um, on your father, [PII]. OK. So when you get the, um, the death certificate,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] On your mother
[AGENT][NEUTRAL] Go ahead and get that over to us and if you can get the power of attorney paperwork over to us too on your sister because you're you're y'all are owed a refund.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it's gonna be probably a good little amount, OK? So what's gonna happen is whenever, um, Miss [PII]'s gonna be processing the, uh, the, you know, doing the, the death certificate and everything, she's in our customer service department, OK? She handles [PII], so she will be um receiving the death certificate and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, she's gonna ask or try to get in touch with you.
[AGENT][NEUTRAL] And I'm just gonna go ahead and put all this information in the system so she'll have it and I'm also gonna send her an email for when she gets the ticket, um, the hub we call it a hub ticket um process the death certificate. I'm going to tell her the situation and tell her that you haven't received your mother's death certificate yet because it takes a little time sometimes to receive those.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so what she'll do is she'll get started on the refund. We're gonna owe what we call an unearned premium to you and your sister.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you have POA over her, we're gonna need that so because she's gonna have to split that refund.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's just that last sheet.
[CUSTOMER][NEUTRAL] Yeah, that's just like the last year that power of attorney paperwork that my my sister signed and I signed and out my attorney notarized and all that. Is that the is that what y'all need?
[AGENT][NEUTRAL] Um, do you have the whole thing?
[CUSTOMER][NEUTRAL] Is it, uh, yes, I do. I have, uh, I also made me two packets, you know, but it's like several pieces of paper.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Now I could when she asked I can always fax it to her somehow um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me give you our fax number.
[CUSTOMER][NEUTRAL] You know, I
[AGENT][NEUTRAL] And I'll put all that, I'll write all that up that you're gonna fax the POA on your sister. That way she can send all the refund to you since you have power of attorney over her, OK? Um, because we, we usually ask for any, any um siblings and their addresses so that we can split that refund.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so since it's that's it, it's, it's a unique situation, so I will type it up for [PII] and let her know that you're gonna be faxing the, the power of attorney over and that you're gonna be sending [PII]'s um death certificate.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get it, you just haven't gotten it yet.
[CUSTOMER][NEUTRAL] Yeah, now take it on my iPhone and fact.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when I take the, when I took the death certificate picture I just did it on my iPhone. It has some shadow on it. Does that matter? or do I need to do it more professionally or something?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I will let her know to look at that. I don't have it yet. Um, the, the, the, the, the team you were just talking to earlier, the care team, they will get that and they will, they will put it in the correct it they'll send it over, you know, so I don't have access to see it.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh-huh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I can always fax that to you if I need to.
[AGENT][NEUTRAL] Mhm. Yeah. Um, now, let me give you the fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Before I forget that that's very important.
[AGENT][NEUTRAL] Alright, so it's um
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wait a minute, let me pull that up hold on.
[AGENT][NEUTRAL] Make sure I'm giving you the right thing. Yeah. So it's 877.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 09.
[AGENT][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, if you want to fax the death certificate while you're doing it, you can, um, and I will, I will get a notice over to [PII], this the lady that's gonna be processing this, and I will let her know what's going on with it. In the meantime, I will go ahead and term this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it won't draft again now actually it's paid up to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, so it won't dry before that anyway, but I'll just go ahead and get it turned, you know, and I will let her know what's going on with it. I do see your mother's obituary. Uh, it's kind of like a little obitua[PII] out there on Google. Mhm. Yeah. And uh, she might, can use that in the meantime to go ahead and get that refund straightened out. Sometimes we can do that. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, that, yeah.
[AGENT][POSITIVE] So, but we definitely gonna owe a refund of premium on your, mhm, on your, for your father. And now one month, it's gonna be the difference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] In the, the monthly premium. She had, had Ms. [PII] told us that, you know, your father had passed away back in [PII], we would have lowered her premium. Um, but we were still drafting the, the couple coverage, the, you know, um, insurance spouse. So it's gonna be that difference of what it would have been had she, you know, so it's gonna be a difference in premium and then we're gonna owe.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Another like a month of individual coverage premium on your mother, OK? So that's how it's gonna work out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] It's a little unique situation, it really is, but we'll, we'll get it straightened out for you, OK? And we'll get you that refund over it now, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What I'm gonna need is, is your address.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I can put that in the system. So let me go ahead and
[AGENT][NEUTRAL] Get this policy termed really quick. Hold on just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm gonna go to notes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sign of
[AGENT][NEUTRAL] OK. What's your address?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Sister, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sister.
[AGENT][NEUTRAL] They are the only.
[AGENT][NEUTRAL] Children.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got it in the system, your address, so she'll have that and when she gets ready to work it up and get your refund sent to you and I've got the policy canceled so it will not draft again and I'll go ahead and write Ms. [PII] up an email to let her know the special cir circumstances what's going on with it, OK? um.
[CUSTOMER][POSITIVE] OK, I really do appreciate that.
[AGENT][NEUTRAL] And I got your phone number. You're welcome. And I got your phone number as [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. All right. Well, I will let her know to be looking out for that, for the death certificate um that's being sent by the care team to her. Um, and also, you're gonna fax over the POA on your sister. And you said you were gonna fax the death certificate again just in case. It, it can't be, it, that going to be readable.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, yeah, I can, I can do that.
[AGENT][NEUTRAL] OK, and you got the fax number. OK. All right. Well, is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, and if I get my mom's stuff the next day or two, I, I can also, I'll also fax that over as well so it doesn't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You know, mess y'all up by any means.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Well, and what we can probably use more than likely the um.
[AGENT][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Obituary.
[AGENT][NEUTRAL] Her obituary. Now, did, did, did she move? It says, no, no, no, that's the address of the um crematory. OK.
[CUSTOMER][NEUTRAL] Yeah, so she went to Smith Funeral Homes, but they also own Arkanshaw Crematorium.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] That was a much cheaper route to go. That's why the the body got moved over there for them to handle it over on that end.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. OK. All right. Well, um, yeah, I'll talk to [PII] about that as well, um, and you know, so she can go ahead and get that refund straighten out and everything, but um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah. All right. Well, [PII], well, um, again, I, I'm sending you my sincere condolences on the loss of your mother. And if you need anything else or have any more questions, don't hesitate to reach out to us, OK?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] OK, thank you all so much. I really do appreciate all the help.
[AGENT][POSITIVE] You're, you're welcome. You're welcome, [PII]. I hope you have a good rest of the day and thank you for calling APL. All right. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] All right you too.
[CUSTOMER][POSITIVE] Alright thank you bye bye.