AccountId: 011433970860
ContactId: 55fa7a0b-b2df-45ed-8a25-dba1800c0bce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446279 ms
Total Talk Time (AGENT): 227063 ms
Total Talk Time (CUSTOMER): 145999 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/55fa7a0b-b2df-45ed-8a25-dba1800c0bce_20250410T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII], how are you? Good morning.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] This is [PII]. Um, I have a member on the line. Well, I have the daughter of the member on the line. Um, the member has passed away, and she just needs to know if she can cancel this policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. All right. um, what is the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 732-294.
[AGENT][NEUTRAL] And um what is her name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull it up really quick.
[AGENT][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] Mhm. Mm. Yes. Mhm. Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] All right. And is it the callback number, the same one?
[AGENT][NEUTRAL] She's calling from?
[CUSTOMER][NEUTRAL] Um, [PII]. Yes, mhm.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Alright, you can go ahead and send her over.
[CUSTOMER][POSITIVE] All right. OK, thank you. Have a good day. Here she comes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome. Thank you for holding and being patient for me, Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, good morning, Ms.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hello, I was just advised that um you're willing to cancel your, excuse me, your mother's policy. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, I do see here that this policy is still under the employer, um, so that will have to go through, um through them. Um, the employer will be the one notifying us to cancel the policy.
[CUSTOMER][NEUTRAL] Um, she, she don't have an employer, she was.
[CUSTOMER][NEGATIVE] retired for like 20 years and that company doesn't even exist anymore.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, that is, that is weird because um I see here, yeah, I see here that it is mode of payment one, which means um the company is still paying for it.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No, it's not it's coming out of her account. I can, I can send that proof from her banking account.
[CUSTOMER][NEUTRAL] Like she would
[CUSTOMER][NEUTRAL] retired from there in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe [PII]
[CUSTOMER][NEUTRAL] 5 or 6.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's been 20 years.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That it's been coming
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe when she took it out, it was there, but she ain't been there since.
[AGENT][NEUTRAL] Well, it is weird because I do see here that it's being paid um through the company and we only have bank information for us um to pay her. Um, we don't have it registered um for us to take the payment out of the account, um, but.
[AGENT][NEUTRAL] The only requirement um for us to cancel the policy, it is the copy of, of the death certificate, um, and we go based on the dates and we go, um, if there's any unearned premium, we issue a refund of it. um.
[AGENT][NEUTRAL] That will be the only requirement that we will uh again require, um, but
[CUSTOMER][NEUTRAL] Can I send that electronically or do I have to nail mail it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, however, however you prefer, it can be email, mail, or fax. I can provide all the information for it, whichever you prefer.
[CUSTOMER][NEUTRAL] Um, what about I've been doing all of her uploads in the in the claim department. Can I do it through there or?
[AGENT][NEUTRAL] Uh, no, uh.
[CUSTOMER][NEUTRAL] I can fax it in
[AGENT][NEGATIVE] And no, um, the uploads for her claims, if it's through the app, it won't work that way. It, it, it will be.
[CUSTOMER][NEUTRAL] I can fax
[AGENT][NEUTRAL] OK, I can provide the fax number. Um, let me know whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, my apologies. Oh yes, yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][NEUTRAL] OK. And.
[CUSTOMER][NEUTRAL] Like who attention to or whatever.
[AGENT][NEUTRAL] Um, it will go to American Public Life.
[CUSTOMER][NEUTRAL] Just make sure that I have her, her name and her policy number with it maybe.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, yes, that will help. Um, I will be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, you can go ahead.
[CUSTOMER][NEUTRAL] Do y'all have a form or anything you need to.
[AGENT][NEUTRAL] Uh, no, just by receiving the death certificate, we, we would, um, be aware of that. Mhm, and we just proceed from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she told me that um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Even if I cancel it, I could go back and I think there's maybe 1 or 2 other things.
[CUSTOMER][NEUTRAL] Before that was not claimed before her passing.
[CUSTOMER][NEUTRAL] That I could go back and upload 1 or 2 things for that.
[AGENT][POSITIVE] Yes, and it would still, um, if it, yeah, it will still pay for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't think it was much, but.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm. Um, all right. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEGATIVE] Oh, I think that's it and then when y'all get that they'll just stop deducting it from her.
[AGENT][NEUTRAL] Yes, yes, and if there is any any charges.
[CUSTOMER][NEUTRAL] Account
[CUSTOMER][NEUTRAL] What it is um that I've taken care of.
[CUSTOMER][NEUTRAL] I just wanna make sure I take care of everything before I delete her checking account.
[AGENT][NEUTRAL] All right, yes, um, and
[CUSTOMER][POSITIVE] I correct.
[AGENT][POSITIVE] And once we receive it and it's processed, um, we will um refund any premium that was unearned, so that money will go back. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.