AccountId: 011433970860
ContactId: 4b063166-c983-457b-b282-fc29ee7abb54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307320 ms
Total Talk Time (AGENT): 193261 ms
Total Talk Time (CUSTOMER): 91227 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4b063166-c983-457b-b282-fc29ee7abb54_20250228T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh hi, [PII]. This is, this is [PII], now [PII]. Um, you had called and, and left me a voicemail message. I was returning your call.
[AGENT][POSITIVE] Yes, ma'am. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing fine. How are you?
[AGENT][NEUTRAL] I'm good. Thank you so much for asking. Um, so I was calling because I've been talking to, um, [PII], and he sent in, um, that's mother's death certificate and so I was just trying to get some information from you. Um, first off, I need your address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright perfect thank you so much I've got that down um the other thing is that you actually have two policies with us, um, that your mother was paying for and I just wanted to see if you wanted to keep those and set those up on a um on a bank draft or.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yes, I do. I do.
[AGENT][NEUTRAL] If you're wanting to cancel, OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I do wanna keep them, yeah.
[AGENT][NEUTRAL] All right. So I can send you.
[CUSTOMER][NEUTRAL] And that was uh that was a cancer policy and a hospitalization supplement or something?
[AGENT][NEUTRAL] Yes, so you have an intensive care policy, um, and then a cancer lump sum policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, right, so I can send you um the paperwork and stuff to continue these policies. Would you like me to send them to your mailing address or do you have an email you'd like me to send them to?
[CUSTOMER][NEUTRAL] Um, you can email them to me. Um it is [PII] spelled [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And they'll just be like bank draft paperwork and stuff in there. Can I do that online or yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so it'll be an electronic funds transfer form that I'll need you to fill out, and I can, uh, add, change the policy over as you being the payer, um, and then you can decide if you wanna keep it on a monthly, uh, bank draft or we can, we can do it basically any other way that you wanna do it, uh, if you wanna pay quarterly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or um annually we can do it that way too, um, but I can send you how much your premiums are and all that with it too, so you can make that decision if you want to just leave it on monthly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yeah, so can you tell me the, the tail end of your email address again? I got SUD.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] [PII], it's Southern Link.
[AGENT][NEUTRAL] OK.net.
[AGENT][NEUTRAL] All right, and that's D as in dog, right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. All righty.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, I got all of that information that I think I needed for right now. I appreciate you for calling me back. Um, as I told Mr. [PII], um, y'all should be getting a, uh, refund for overpay premiums for your mom, and it'll be split between you and him.
[AGENT][NEUTRAL] Um, I don't have a, a calculation on that yet. It's not gonna be much, it's just overpaid premiums.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I'll, I'll get that out as soon as I can.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, did you have any questions?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] All right, Ms. [PII], well, I will talk to you soon and if you do have any questions, you can always give me a call back. I am gonna send you those forms uh sometime today, uh, you can also just reply back to my email if you have any questions, um, and you don't wanna call. So either way, um, just let me know if you need anything.
[CUSTOMER][POSITIVE] OK, thanks so much memory I appreciate it.
[AGENT][POSITIVE] No problem. You have a wonderful day and thank you so much for choosing APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.