AccountId: 011433970860
ContactId: 5bd5b50c-533c-4829-837b-e669fb8ad2d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272589 ms
Total Talk Time (AGENT): 107031 ms
Total Talk Time (CUSTOMER): 153319 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/5bd5b50c-533c-4829-837b-e669fb8ad2d6_20250116T14:50_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] Hey [PII], my name is [PII], and I am calling about my mom's policy. Um, her, I guess ID number is 87594.
[CUSTOMER][NEGATIVE] Um, she passed away [PII], and we're still being charged 50/50 each month, or, or like, you know, it's coming out of our account, um, each month. So I didn't know what I needed to do to get that canceled.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I can help you with that and I'm so sorry for your loss.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] You know, that's hard. What is her last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is a good callback number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is her date of birth and mailing address?
[CUSTOMER][NEUTRAL] He, her date of birth is um [PII].
[CUSTOMER][NEUTRAL] And her mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you gotten a death certificate for her yet?
[CUSTOMER][NEUTRAL] Yes, I do have death certificates.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we will need a copy of that death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I can actually, it doesn't have to be the original we can receive that by fax.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, I'm at my school where I teach, so I can at some point today fax it over if you'll give me your fax number.
[AGENT][NEUTRAL] Absolutely, and that'll go to our customer service department, and that fax number is 877.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] 877
[CUSTOMER][NEUTRAL] 807.
[AGENT][NEUTRAL] 0911.
[CUSTOMER][NEUTRAL] 0911
[AGENT][NEUTRAL] Mhm. Once they receive that death certificate, they will automatically um lapse the policy, and they'll review if there's any premium refund due.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Now, when I fax the death death certificate over, do I need to do like a cover page with her birthday or anything like that or or I mean, all that information will be on the death certificate, obviously, but do I need to make a note or anything to send with it or like just when they see it, they automatically know what to do?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] They, they'll know what to do, but I would put your contact number in case they need to contact you. I'm also gonna put it in the notes, but that way they'll have it if it's needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All [PII]. I can do that. So.
[CUSTOMER][POSITIVE] OK. Well, I appreciate your help, [PII]. So.
[AGENT][POSITIVE] Oh, my pleasure. And again, I'm so sorry for your loss. I know, I know what that feels like.
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Yes, yes. So I was just like, I kept like seeing that and I was like, what is this being withdrawn each month? And then I realized what it was, you know, so I was like, OK, I need to call this one.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Absolutely, yes, so they should get that now. Um, if you prefer to email it, there is an option for email as well.
[CUSTOMER][NEUTRAL] But uh, so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'll just go over to our office and fax it at some point today. That'll be fine.
[AGENT][NEUTRAL] OK. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think that's all [PII]. I just appreciate your help so much.
[AGENT][POSITIVE] My pleasure and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] And stay warm cause the colds are coming.
[CUSTOMER][NEUTRAL] Yes, it's, it's a very cold.
[CUSTOMER][POSITIVE] Yeah, cause are y'all in, are y'all in [PII]? Is that where you are? OK, yeah, so you know what we're going through. That's right. That's right. You're, you're so right. All right. Well, y'all have a good, like you said, stay warm.
[AGENT][POSITIVE] Yup, yup. So you know, whatever you get, we're gonna get.
[AGENT][NEGATIVE] Oh, I don't like it.
[AGENT][POSITIVE] Thank you. It's been a pleasure to assist you, Ms. [PII]. Take care. Bye-bye.
[CUSTOMER][POSITIVE] All right. Bye-bye. You too.
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye.