AccountId: 011433970860
ContactId: 4d59b187-9f5f-4e5c-b7f5-604f1b5d467c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250580 ms
Total Talk Time (AGENT): 68613 ms
Total Talk Time (CUSTOMER): 173601 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4d59b187-9f5f-4e5c-b7f5-604f1b5d467c_20250603T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. This is [PII], and I just spoke with someone in your office, um, a little while ago, and I have a few more questions. I'm sorry. Um, this is [PII]. I'm the executor of the state for [PII], and he had a
[CUSTOMER][NEUTRAL] From what I'm told, a cancer policy with you. I want to just check to make sure that it might not have been two different policies, one for life and one for cancer. Um, and the only way she could find it, it was a very old account and the only way she could find it was through his name. I have a Social Security number and I can give you that, and then his name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Go ahead whenever you're ready.
[CUSTOMER][NEUTRAL] The Social Security number is [PII].
[AGENT][NEUTRAL] And you said his first name?
[CUSTOMER][NEUTRAL] And his name is.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look here.
[CUSTOMER][NEUTRAL] And, and the lady I talked with said that the, the policy was canceled when I uh informed you all that he had passed away uh [PII]. And, and she said the that it was a cancer policy. But I, I'm thinking it might, can you tell me how much
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I show he was paying $45.30 a month, and that seems real high for a cancer policy, so um.
[AGENT][NEUTRAL] Yeah, let's, let's take a look.
[CUSTOMER][NEUTRAL] And then he, there's another policy that I think was also through y'all for that was coming out of his checking account for $5.03 a month and I wanted to just make sure that we were talking about the right thing.
[AGENT][NEUTRAL] OK, yeah, if I could just verify uh what his date of birth was and the address we would have had on file.
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] And the address you have on file is my address, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much. OK.
[AGENT][NEUTRAL] So, this one need a cancer policy. Um, it looks like the premium on it was $45.30.
[CUSTOMER][NEUTRAL] OK, OK. Could there have been another policy associated with that for $5.03 a month?
[CUSTOMER][NEUTRAL] Through your company.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] When I looked to see any other policies, it doesn't show me that there was ever anything else. You know, this policy, this cancer policy was taken out in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it, it would show if there was, yeah, anything old, even if it was no longer active, let's say if [PII] had kept it for like 5 years, like we would still be able to see it, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, OK, OK, yeah, well, see that $5.30 was still coming out of his account, and I can't find anything on the company or whatever, so I thought, well, OK, but thank you so much for checking that for me, and I'm sorry I had to call and bother y'all again. Thank you very much.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Oh, not a, not a problem, [PII]. Have a nice day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you, bye-bye now.
[AGENT][NEUTRAL] Bye bye.