AccountId: 011433970860
ContactId: 510637f9-9169-418e-b8d6-8e80be234bf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451119 ms
Total Talk Time (AGENT): 139894 ms
Total Talk Time (CUSTOMER): 126946 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/510637f9-9169-418e-b8d6-8e80be234bf5_20250507T13:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm calling in reference to uh [PII].
[CUSTOMER][NEUTRAL] Uh, she had a
[CUSTOMER][NEUTRAL] You know, a policy with y'all.
[CUSTOMER][NEUTRAL] I don't know exactly what it is, um.
[CUSTOMER][NEUTRAL] I am a life partner of 31 years and conservator and guardian, so she has passed away.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Sorry to hear that. Um, do you by chance have any policy number, a certificate number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 512
[CUSTOMER][NEUTRAL] 832.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you don't mind, can I grab your first name for documentation?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Suffered from, you know, Alzheimer's dementia for.
[CUSTOMER][NEUTRAL] For some years and she passed on the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what we need to do here.
[CUSTOMER][NEUTRAL] Needless to say, my all the paperwork has been pretty deep, so.
[AGENT][NEUTRAL] Yeah, I can, can't imagine, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Get one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] To this I finally finally found your phone number.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I could have
[CUSTOMER][NEUTRAL] I could have googled it, but I just, uh, I wanted to get, um, you know, the policy number so I could, you know, be a little more helpful.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no, not a problem.
[AGENT][NEUTRAL] Um, all right. Are you able to verify with me, [PII], the address we would have had on file and then [PII]'s date of birth too, please?
[CUSTOMER][NEUTRAL] Oh, I'm still living here, so that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And her birth date is [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] So it looks like it was, this was a cancer policy.
[CUSTOMER][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Seems like
[CUSTOMER][NEUTRAL] It was coming out of her account.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, draft around, I don't remember what it was like the [PII] or something. I've kind of.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Kind of failed to call soon enough but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I know that we'll need to get some documentation to get this canceled out and everything.
[AGENT][NEUTRAL] Um, [PII], if you don't mind, uh, let me get somebody on the line over in customer service that deals with terminating out these. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][POSITIVE] All right, thank you so much. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You just
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I feel like it just call customer service but
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][NEUTRAL] So many things are changing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] over in customer care. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good. um, I have somebody on the line who is a partner to an insured, and the insured has passed away. Um, are you guys still taking those calls as far as what's needed? I, I know a lot of things have changed. It looks like it still says that in guru.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, we, we do.
[AGENT][NEUTRAL] OK. Um, I have a policy number whenever you're ready, [PII].
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] All right, you can go ahead.
[AGENT][NEUTRAL] It's 512.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 883 2.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 883 2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And it's for [PII], but we're speaking to [PII].
[CUSTOMER][NEUTRAL] Mm, it's not pulling up for me. Um, 5128832.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, I'm sorry, [PII], it's 512-832.
[CUSTOMER][NEUTRAL] OK, OK. Had an extra 8 there.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] All right. I have it.
[CUSTOMER][NEUTRAL] All right. I have it pulled up.
[AGENT][POSITIVE] All right I will send him on over. Thank you so much. I appreciate you.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hello, good morning. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello, I was just advised um that uh.