AccountId: 011433970860
ContactId: 4dd27961-ff62-4b0c-ac7a-2108a2554df0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556739 ms
Total Talk Time (AGENT): 190360 ms
Total Talk Time (CUSTOMER): 273609 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4dd27961-ff62-4b0c-ac7a-2108a2554df0_20250109T20:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Um, yeah, I had a question. Um, we, my mother had a policy with you guys and she just recently passed away. I just need to know what I need to do to cancel her policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, I'm sorry for your loss. Um, let me go ahead and see what type of policy and then we can go from there, OK?
[CUSTOMER][POSITIVE] Oh thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and may I have your name?
[CUSTOMER][NEUTRAL] Um my first name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my last name is [PII]
[AGENT][NEUTRAL] [PII], OK, thank you. And um let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. Thank you. Do you have her policy number? Uh-huh. Cancer? OK.
[CUSTOMER][NEUTRAL] And it looks like she had a can.
[CUSTOMER][NEUTRAL] Um, I don't know that I have it. I just have her log in and stuff, but I just found that she had a, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cancer coverage and ICU and coronary coverage. So, that's all I know.
[AGENT][NEUTRAL] Gotcha. OK. All right. Um, well, I can pull it up with the social, if you have the social, um, if that's easier. OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Um, it's June, you ready?
[AGENT][NEUTRAL] And give me just one minute.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And her name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What's the address?
[CUSTOMER][NEUTRAL] Well, I don't know which one you have on file when she signed up it was probably [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] All right, yes, thank you.
[CUSTOMER][NEUTRAL] But she's moved since then, well, she had moved, I guess.
[AGENT][NEUTRAL] Oh, right.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] I don't know if we need to like submit a desk or we don't have them yet, but I just wanted to kind of get everything ready for when we do get them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, um.
[AGENT][NEUTRAL] Yeah, that's gonna be um one of the steps um to fully cancel the policy, um.
[CUSTOMER][NEUTRAL] I figured, yeah.
[AGENT][NEUTRAL] Um, yeah, now, um, let me see if it's been asking looks like it, um.
[AGENT][NEUTRAL] Let me have the social one more time. I'm sorry I got kicked out.
[CUSTOMER][NEUTRAL] Oh, that's OK. It was [PII].
[AGENT][NEUTRAL] just how to get.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Why?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] If it's better to call back like when I have all of that that's fine. I just didn't know exactly. I'm just starting you're my first one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's fine. I understand. I know it's a lot to go through and a lot to do. Um, OK, so, um, I see that she is in automatic draft. So what I'm gonna do, I'm gonna go ahead and get customer service on the line for us, so at least um we can try to see if we can stop that. And then, um, to cancel, I know they're gonna need that um the certificate to cancel, but, but at least um let me see if they can do something about that draft, OK? One moment, let me get them on the line. You're welcome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sure, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[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?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][POSITIVE] I'm good, thank you.
[AGENT][NEUTRAL] Um, I, I have a, um, daughter of a member on the line that, uh, she said that she passed away and she's trying to, um, get the, the draft canceled and the policy terminated. I did, um, tell her that we need the, the certificate to cancel the policy, but I don't know if we can do something about that draft, even though it doesn't look like it's active, but just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's the policy number? I'll take a look.
[AGENT][NEUTRAL] All right, the policy number that I found was 109271. Now, she said she had more than one. I only found this one.
[AGENT][NEUTRAL] Oh, I'm not really sure if there's another one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I found it with the social.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, yeah, this one is for [PII].
[AGENT][NEUTRAL] Mhm, mhm, yes.
[CUSTOMER][NEUTRAL] OK, yeah, this one is active. We just drafted for the month of December.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so we just drafted for the month of December. Um, she won't be drafted again until the [PII] of the month, so she just needs to get that death certificate sent in, and I'm like you, I don't see any other policies, so if she had something else it's probably gonna be with a different company.
[AGENT][NEUTRAL] OK, got you. OK, um.
[CUSTOMER][POSITIVE] Yeah, I can talk to her though and, and tell her all that if you want.
[AGENT][NEUTRAL] Yeah, just in case she has any other questions. So let me go ahead and put her on, and her callback number is [PII], which is the one in the system. OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and what's the daughter's name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, you can go ahead.
[AGENT][POSITIVE] Alright, thank you. Here she comes. Thank you for holding and being patient for me, Miss. [PII]. I got Miss [PII] on the line and she's gonna assist you from here. She's in the customer service department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you so much for asking. Uh, [PII] was telling me that you were calling um to cancel your mother's policy due to her passing away. I just didn't, yeah, I just didn't know we were going through and trying to find everything that she had and that you came up so uh we were able to find she had like a cancer policy and I see one, but obviously she doesn't need that anymore, so I know we'll need the death certificate, but she was, I just wasn't sure you're the first one to call, so.
[CUSTOMER][NEUTRAL] Yes ma'am, um, this is the only policy she has that I'm showing with us, um, and her draft was scheduled for the first of the month, so it's already been ran for, um, we just ran it for the month of December, um, so it won't run again until the first of the month, um, so and we can't cancel without the death certificate so once you get that into us.
[CUSTOMER][NEUTRAL] Um, we can get that, um, that policy termed and then the draft won't come out anymore. When did she pass away? OK, that's fine on the [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so it's recent, so my, my condolences.
[CUSTOMER][POSITIVE] Oh thank you yeah we just wanted to like kind of get everything taken care of and just trying to honestly we're just trying to find everything.
[CUSTOMER][NEUTRAL] He is he likes to do a lot of things.
[CUSTOMER][NEUTRAL] So do you is there just a form we need to fill out? Do we just call back when we get that?
[CUSTOMER][NEUTRAL] No, no, ma'am, just, um wasn't sure.
[CUSTOMER][NEUTRAL] Yeah yeah no problem and if it does come out if you are a little late getting it in, it does come out, um, we will refund any premiums that were paid after she passed away, so, um, any premiums that are collected after that but yeah. OK. I just wasn't sure if I've heard all these stories about that how they.
[CUSTOMER][NEUTRAL] Um, turn off her like close her bank accounts or put a stop on it so I didn't want everybody to start calling us if they did that, you know, so we're just trying to be ahead of it, but we don't know what we're doing, so OK.