AccountId: 011433970860
ContactId: 566d9828-7a0c-4325-b04c-6c3eb5905371
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180809 ms
Total Talk Time (AGENT): 73186 ms
Total Talk Time (CUSTOMER): 80820 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/566d9828-7a0c-4325-b04c-6c3eb5905371_20250603T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling about policy number, uh, the letter is, uh, the number 9A0080814.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Sure, it's [PII], that's [PII]
[CUSTOMER][NEUTRAL] Uh, the number [PII].
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] [PII] yes for [PII] who is my father.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And how may I help you today, [PII]?
[CUSTOMER][NEUTRAL] Um, well, unfortunately, um, my dad is no longer with us, so I'm trying to go through and cancel things. My understanding is this is a cancer policy and um I was just wanting to confirm that and see what I would need to do to um cancel the policy.
[AGENT][NEUTRAL] OK. I'm definitely sorry to hear about your loss. I'll be more than happy to help you on with the policy. You're welcome. Um, so we're gonna need two things. So, I'm gonna give you the care team email address. We'll just need a copy of the death certificate, and then your name and um phone number, email address, just how we can contact you, um, so that we can put
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your name on this policy, go ahead and report that he's passed, and then if you need to file any claims, you can, and then at that point, we can close the account, um, also once we get that documentation.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so what is that email did you say?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I see [PII], is that right? OK, all right.
[AGENT][POSITIVE] [PII]. Uh, there you go. Yes, that's right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, just trying to get these things closed out.
[AGENT][POSITIVE] All right, well, if you need anything, let us know, and I do hope you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much. Bye.
[AGENT][POSITIVE] You're welcome. Bye bye.