AccountId: 011433970860
ContactId: 5a80d5c5-c9f1-47f4-a546-2be5360bbf3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423959 ms
Total Talk Time (AGENT): 151988 ms
Total Talk Time (CUSTOMER): 123599 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5a80d5c5-c9f1-47f4-a546-2be5360bbf3a_20250402T19:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am good. I have an insured on the line. She is calling about having her husband removed from a policy. He unfortunately he has passed away. Um, I was checking to see if I could find the death certificate. She said she sent it, and I'm just not seeing it. I was wondering if you could help with that.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] Her policy is 613621.
[CUSTOMER][NEUTRAL] And we're speaking with um it looks like [PII], but it's pronounced [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she might have sent it in with a client.
[CUSTOMER][NEUTRAL] She said she sent it on the [PII] and then I went into on base and I'm like, well, I'm not seeing anything.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did check notes. I didn't see anything there, just that she had called previously regarding this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she sent an email but she doesn't have the death certificate yet 631.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think she's probably worried about it too because I see that she's got a bill that was sent out to her.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 2361.
[AGENT][NEUTRAL] And here.
[AGENT][NEUTRAL] I don't see where they've received the claim or anything recently.
[AGENT][NEUTRAL] Where it would be on there.
[AGENT][NEUTRAL] Alright, um, I'll just get her to resend it to, to, uh, if you transfer.
[CUSTOMER][NEUTRAL] OK awesome do you want her callback number? It's the number she's calling from.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. And she's fully verified?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, well, thank you, [PII], and I'm ready.
[CUSTOMER][POSITIVE] Thank you. OK, here she comes.
[AGENT][NEUTRAL] Um, good afternoon, uh, [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, [PII] was telling me that she needed to remove your husband from your dental policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. I'm not showing that we've we've.
[CUSTOMER][NEUTRAL] Did y'all get the death certificate?
[AGENT][NEUTRAL] No, ma'am, we haven't received it yet. Um, did you mail that in or did you fax it in or?
[CUSTOMER][NEUTRAL] I mailed it in on the [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And what address did you mail that to um.
[AGENT][NEUTRAL] Do you remember?
[CUSTOMER][NEUTRAL] Um, wait, let me see.
[AGENT][NEUTRAL] Because we, we do have a new address in the last year so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am we we've moved from there um.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Is there any way you can send another?
[CUSTOMER][NEUTRAL] No, I take it back. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, that's the correct one,
[AGENT][NEUTRAL] I'm not showing that we've received it yet. Let's see if you have maybe.
[AGENT][NEUTRAL] Let me check one more place.
[CUSTOMER][NEUTRAL] I sure I addressed it to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not finding it um it would have been scanned into the system um is there any way that you could send another copy?
[CUSTOMER][NEUTRAL] Yes, that same address, [PII].
[AGENT][NEUTRAL] Uh, yeah, [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. I'll send another one.
[AGENT][NEUTRAL] OK, and just write on there that you're wanting to continue the policy on yourself and we'll get that changed over and um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] And that's why I didn't pay it in March when it was due because I tried to take care of this.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEGATIVE] I didn't want to spend, send the whole $690 and it was silly to, to send.
[CUSTOMER][NEGATIVE] But I don't want them to drop it because I didn't pay it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I, I understand. uh, I'm gonna see if I can get the, the correct rate for you and you can send that in.
[AGENT][NEUTRAL] Let's see [PII].
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It will change to 398. 40 and that's for your annual premium.
[AGENT][NEUTRAL] On you.
[CUSTOMER][NEUTRAL] 398.
[AGENT][NEUTRAL] And 40 cents.
[CUSTOMER][NEUTRAL] 40
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, OK, I can.
[AGENT][NEUTRAL] So just, just send a check for that amount and uh enclose a copy of the death certificate. It does not need to be an original or anything, just a copy and we can get him removed and changed to premium and your policy will be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great and what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I will do.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Miss?
[CUSTOMER][POSITIVE] Thank you. Uh-huh.
[AGENT][NEUTRAL] Ms. [PII]
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right, well thank you for calling APL and I'm very sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm