AccountId: 011433970860
ContactId: 5944de4d-fee3-47c6-bc8e-3d000aa57fb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265649 ms
Total Talk Time (AGENT): 98674 ms
Total Talk Time (CUSTOMER): 81391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5944de4d-fee3-47c6-bc8e-3d000aa57fb1_20250409T16:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, we canceled a, uh, draft, and the reason we canceled the draft because the person who was on the draft has been deceased since [PII].
[AGENT][NEUTRAL] Alright, I can help you with that. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII] The person who was insured was [PII].
[AGENT][POSITIVE] Thank you and Mr. [PII], what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] This [PII] is a good callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you, sir.
[AGENT][NEUTRAL] And you said the last name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I had the number.
[AGENT][NEUTRAL] What is that policy number, please, sir?
[CUSTOMER][NEUTRAL] 9 V as in Victor 0009807
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment to pull that up, please, sir.
[AGENT][NEUTRAL] And what was the first name? What was her first name?
[CUSTOMER][NEUTRAL] Her first name was [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was her date of birth, please, sir?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the address?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The address. Yes, ma'am. Yes, sir.
[CUSTOMER][NEUTRAL] Her address?
[CUSTOMER][NEUTRAL] Should be [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm just checking everything. Bear with me just one second.
[AGENT][NEUTRAL] OK, do you have a copy of her death certificate that you could possibly fax to our customer service department?
[CUSTOMER][NEUTRAL] Uh, yes, if you give me a fax number.
[AGENT][POSITIVE] Absolutely. Let me get that fax number for you. Bear with me just one second.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The fax number is 877.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0911.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Yes, sir, that's correct. And Mr. [PII], are you the, her son or?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Then
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, if you can fax that over to our customer service department, they will turn the policy meaning that there will be no more bank drafts coming out and they'll close the policy.
[CUSTOMER][NEUTRAL] Customer service department OK.
[CUSTOMER][NEUTRAL] That was just a what a heart attack policy or cancer policy, that's what that was, do you know offhand?
[AGENT][NEUTRAL] It was a heart attack and stroke policy.
[CUSTOMER][NEUTRAL] Alright, so, OK, alright, so that's all I have to do is fax the death certificate over to customer service department, correct?
[AGENT][POSITIVE] Yes, sir, that's correct.
[CUSTOMER][POSITIVE] Great
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Well, thank you for calling [PII] Mr. [PII]. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you.