AccountId: 011433970860
ContactId: 562fd482-76f8-4355-8ef5-bcf5357f2eb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 701770 ms
Total Talk Time (AGENT): 254761 ms
Total Talk Time (CUSTOMER): 172628 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/562fd482-76f8-4355-8ef5-bcf5357f2eb3_20250121T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I received a letter in the mail and there was a checking code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it said it was um for overpayment of premium received on the above reference policy.
[CUSTOMER][NEUTRAL] And it said it was received on Overagege South.
[CUSTOMER][NEUTRAL] Anyway, I just need to know my, if it's on my husband, he passed away nearly 19 years ago.
[AGENT][NEUTRAL] OK, I can check it out for you. Is there a policy number on the document that you received?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just a second, I'm sure there is, yes, 00451016.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said 00451016?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your first name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. What's a good phone number, [PII]? Just in case we're disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Let me pull up that policy number.
[AGENT][NEUTRAL] [PII], what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] and it's [PII] [PII].
[AGENT][NEUTRAL] Mhm. What's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And how much is the check?
[CUSTOMER][NEUTRAL] $47.60.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it says that the refund was due to a refund of premium received on over age spouse.
[AGENT][NEUTRAL] That's what that's for.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yeah, so you said that he passed away.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Can you get us a copy of that death certificate?
[CUSTOMER][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] OK. I don't, let's see.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] I'm gonna give you an email address to send that to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] It's [PII] altogether.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The word [PII]?
[AGENT][NEUTRAL] [PII] and you can repeat that back if you need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And you want to uh put the policy number in the subject line, the one that you gave me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Remember
[CUSTOMER][NEUTRAL] You said OK.
[CUSTOMER][NEUTRAL] And I just take a picture of his death certificate.
[AGENT][NEUTRAL] Yes, just make sure it's legible and that we can read it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, will do.
[AGENT][NEUTRAL] Yeah, because I don't show document of that.
[CUSTOMER][NEUTRAL] No, I, I'm sure I, I guess I'm thinking that I must have thought it was on me.
[AGENT][NEUTRAL] Yeah, that's for your spouse, and let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of a cancer policy.
[AGENT][NEUTRAL] Yeah, the policy number that you gave me is for the intensive care policy. Give me one second. Let me look at the, did you have a cancer and intensive care?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. So you wanna, let me give you the one for the cancer. Put both of them in the subject line. For the cancer, it's um
[CUSTOMER][NEUTRAL] Different ones.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 451.
[AGENT][NEUTRAL] 015 and you can uh remove excuse me, remove the zeros.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just put 451-015 and 451016.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the subject line, um, give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, because I still, what is your spouse's name and your, I'm sorry, your spouse's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And it was [PII].
[CUSTOMER][NEUTRAL] I believe [PII].
[AGENT][NEUTRAL] And he's your spouse?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what was the date of passing? I know it's, it's past [PII].
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yes, um, let me see, [PII].
[AGENT][NEGATIVE] OK, I just hate asking that question.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And I, I'm my memory is not really good, so I have to really.
[AGENT][NEUTRAL] I, I
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, because I want to put that in the notes to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I still show him active under the cancer policy, so that's why I want you to send the death certificate so that we could stop the premiums from being deducted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any, any unearned premiums will be returned.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To you
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK my uh payment's coming up pretty soon, so.
[AGENT][NEUTRAL] Yeah, so, um, if you can you email that today?
[CUSTOMER][NEUTRAL] Uh, if I can find the death certificate, I think I've got one here. It may be, but I will look. I, I think I have one here.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and I'm noting the system anyway and then when we receive that document, uh, any unearned premium will be refunded to you. So in the event that it's drafted before we get that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, don't worry about it, but if you can get it to us as soon as you can, that, that will be fine.
[CUSTOMER][POSITIVE] I will, I will do my best to find it today.
[AGENT][NEUTRAL] And let me see
[AGENT][NEUTRAL] I wanna document this real quick while I have you here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the notation for the return of that amount to you, that check amount?
[CUSTOMER][NEUTRAL] Uh, just a second.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] Refund of premium received on Overridge spouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I put that, you, you said that he passed away on [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] I'm sorry. I, I typed in [PII]. I'm sorry. It's not even [PII] yet.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] No problem, I think
[AGENT][NEUTRAL] Uh, passed away [PII], and then I'll put that you will email.
[AGENT][NEUTRAL] A copy of the death certificate.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so we have that notated. Did you have any other questions that I can help with today, [PII]?
[CUSTOMER][NEGATIVE] Mm, not that I can think of. If I gave you the wrong, uh birthday, I will let you know in the email. That's horrible, but.
[AGENT][NEUTRAL] Oh, you mean, you, you, oh, that's fine. Yeah, that's fine. You mean for [PII]?
[CUSTOMER][NEGATIVE] You know, I can, I can barely keep up with my own stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, yeah.
[AGENT][NEUTRAL] And it should be on the death certificate as well.
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] Yeah. OK. All right. So you're, you're OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] I believe that was it. I just uh wanted to.
[CUSTOMER][NEUTRAL] Get that taken care of because I didn't know what.
[AGENT][NEUTRAL] OK, right.
[AGENT][NEUTRAL] OK, Ms. [PII], well, we'll, uh, once we receive the death certificate, um, we can get that other policy, get him removed from the other policy, and as I stated, if there's any unearned premiums, um, due, then they'll be refunded back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now is it right if I go ahead and cash that check, or should I wait?
[AGENT][NEUTRAL] No, you can cash it.
[CUSTOMER][POSITIVE] OK, OK, I was holding off on that too, so, OK, sounds good.
[AGENT][NEUTRAL] All righty. Anything else?
[CUSTOMER][POSITIVE] Oh, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK, thanks you too. Bye-bye.