AccountId: 011433970860
ContactId: 4353c685-9692-4fda-9d87-a0b9a1267b13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461720 ms
Total Talk Time (AGENT): 208517 ms
Total Talk Time (CUSTOMER): 206594 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/4353c685-9692-4fda-9d87-a0b9a1267b13_20250213T22:03_UTC.wav
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[CUSTOMER][NEUTRAL] Hey, we did call magazine. Come on.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII], did you say [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Good afternoon. Uh, I am [PII]. I am calling on behalf of my recently deceased wife to cancel her cancer insurance policy.
[AGENT][NEUTRAL] OK sir, I can help you with the policy um can you please give me your um phone number sir just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then what is the policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] Forgive me, I'm looking back over it, but this thing is so old.
[CUSTOMER][NEUTRAL] But all I can see that Mr. [PII] sold it somewhere about [PII].
[CUSTOMER][POSITIVE] And it's, it's paid pretty good and she has paid since then.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And uh I, I do not have anything that's got a policy number on it.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I can give you the name is under [PII].
[AGENT][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it's under [PII].
[CUSTOMER][NEUTRAL] No, actually it's under [PII].
[AGENT][NEUTRAL] OK, and what's Ms. [PII]?
[CUSTOMER][NEUTRAL] She and I married since then.
[AGENT][NEUTRAL] Oh, OK. What's Ms. [PII]'s uh social security number? I can pull it in with her social security number.
[CUSTOMER][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I thought I had it memorized, but I'm having a dumb moment for a 2nd. [PII].
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up real quick, sir.
[CUSTOMER][NEUTRAL] I have the birthday here. She, I did remember that offhand, so.
[AGENT][NEUTRAL] Yes, sir. Let me pull her social security number [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You can buy it
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I believe I have her policy pulled up um let's go ahead and verify that date of birth, sir.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is the address on the policy?
[CUSTOMER][NEUTRAL] But I don't know about the policy it's [PII]. Oh, at the time it was [PII].
[AGENT][NEUTRAL] OK. I have the that street address actually. She must have corrected it.
[CUSTOMER][MIXED] OK, good deal. I would have hoped it would have been.
[CUSTOMER][NEUTRAL] Yes, I'm
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Oh, it's about to scare me to death because I knew we get statements or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. Let me go ahead and give you that policy number, so you have it on hand.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I'm looking at, I've got the paper here but yes, uh, just a second, policy number?
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Yes, sir. It's 687.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 463.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way you'll have that on hand if you need to call.
[CUSTOMER][NEUTRAL] 687-463. Yeah, OK, thank you. Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] And I'm really sorry to hear about Ms. [PII]'s passing. Just know that our hearts are with you, sir, and we'll do everything we can to help you with this policy. Um, the fir you're welcome, sir. The, the first thing that you're going to need to do is you're going to need to email us her death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And let me give you the email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's going to be [PII]
[CUSTOMER][POSITIVE] Take care what [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's at the [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] All right, repeat that one more time.
[AGENT][NEUTRAL] [PII]. Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK. [PII].
[AGENT][NEUTRAL] Once
[AGENT][NEUTRAL] Yes, you got it. OK, so after we receive the death certificate, we can lapse the policy and if there was any premium paid on the policy after her, her passing, we will refund that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm putting a note in here that you called.
[CUSTOMER][NEUTRAL] It's really
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] Yes sir, that way everybody knows that you've already called and we're just waiting on her death certificate, sir.
[CUSTOMER][NEUTRAL] Do do you need a date to put in your file just for a reference?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, we're, we're not to [PII].
[CUSTOMER][NEUTRAL] 2 days, 2 days ago. I'm sorry, February.
[AGENT][NEUTRAL] 2 days ago.
[AGENT][NEUTRAL] Oh, I'm like,
[CUSTOMER][NEUTRAL] I'm sorry, [PII], please forgive me.
[AGENT][NEUTRAL] Oh, that's OK. I was like,
[AGENT][NEUTRAL] I was so I was a little confused. I was like, we're not there yet, sir. What's going on? We're not there yet. That's OK. That's a lot of stuff you've got to take care of, so I understand.
[CUSTOMER][NEUTRAL] Ah, that, that's probably what you say.
[CUSTOMER][NEUTRAL] I thought.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, Mr. [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, I can't think of anything else. I, I got the policy number and I got the email. I didn't know if you could do it over the phone if you could check to funeral homes or what. So I understand about the email, and I just wanted to try, uh, do you show by chance when the next draft is gonna come out of your account so I can make sure the money is there or not there or whatever.
[AGENT][NEUTRAL] Yes, sir. Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put my note. I put my note in real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The draft day is on or around the [PII] of the month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give or take a couple of days for it to.
[CUSTOMER][NEUTRAL] I saw last month come around the, yeah, well, the weekends because the last uh January was the [PII] so I figured it was around the weekend. So, OK, I understand about that. So OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. All right. Well, anything else I can help you with?
[CUSTOMER][POSITIVE] Well thank you very much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. You have a blessed day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You have a good
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye. OK.
[AGENT][NEUTRAL] Bye-bye, sir.