AccountId: 011433970860
ContactId: 4f5a4661-d529-4786-8c62-c44c019271b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214979 ms
Total Talk Time (AGENT): 105054 ms
Total Talk Time (CUSTOMER): 83519 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/4f5a4661-d529-4786-8c62-c44c019271b1_20250328T20:05_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, I am. I was just calling.
[CUSTOMER][NEUTRAL] My, my mom has a policy with you guys, um.
[CUSTOMER][NEUTRAL] And I just wanted to see what I needed to do about that because she passed.
[AGENT][POSITIVE] OK, I'm so sorry to hear that. Um, let me see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you happen to have that policy number?
[CUSTOMER][NEUTRAL] I do. It's 00455866.
[AGENT][NEUTRAL] OK, thank you. And what is your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sounds
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, yes ma'am, thank you and do you mind if I get a call back number from you?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you, Miss [PII]. I appreciate that. Um, let me see, and can you verify her birthday for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like right now, when did she pass away?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK, um, it is paid up to, um, [PII] right now, um, which we would refund that month's premium back.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a cancer policy for her.
[AGENT][NEUTRAL] And let me
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we were mailing out a quarterly invoice and she would just send in payment for that um now we do have a couple of things.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Um, to be able to lapse the policy, we would need to get a copy of the death certificate, um,
[CUSTOMER][NEUTRAL] OK, I've got it.
[AGENT][NEUTRAL] OK, if we could get a copy of that we could go ahead and lapse it and then refund that month's premium.
[CUSTOMER][NEUTRAL] OK, alright, I just didn't know what it, what it was, what all of it was, but I'm just trying to get through things, um.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Is there an email address I can send? Can I just send you a picture I need to mail it in or?
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] No, a picture of it is just fine. That will be fine.
[AGENT][NEUTRAL] But the email address is [PII], just [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, and, and what is your name again? Do I need to make it his attention to you or?
[AGENT][NEUTRAL] Uh, no, ma'am. You, you don't need to, but my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I will do that right now.
[AGENT][POSITIVE] OK. Yes, ma'am, and it should be taken care of early next week.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, sounds great thank you so much, [PII].
[AGENT][NEUTRAL] Yeah, can I do anything else for you?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] No, ma'am, I think that's it. I said, I'm just trying to get all of her things going so.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] But thank you so much. Yes, ma'am. Have a good day. Bye-bye.
[AGENT][POSITIVE] Yes ma'am, you're welcome.
[AGENT][POSITIVE] You too and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye.