AccountId: 011433970860
ContactId: 5c57efd0-af9b-4abf-be51-265f96a27578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316940 ms
Total Talk Time (AGENT): 114322 ms
Total Talk Time (CUSTOMER): 80136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/5c57efd0-af9b-4abf-be51-265f96a27578_20241231T16:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. This is Mrs. [PII]. I needed to report, um, my sister was, I was paying the insurance through you all, and she passed away a couple of weeks ago.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I need
[CUSTOMER][NEUTRAL] Yeah, so I needed to see, um, well, I know she was having a like $90 some dollars deducted from her checking.
[AGENT][NEUTRAL] OK. I can um verify the account and then I can get you over to customer service so um they can um let you know what you need to do to to stop the premium. Um, can I get a callback number? You said your last name is [PII]?
[CUSTOMER][NEUTRAL] And I needed
[CUSTOMER][NEUTRAL] Yes, [PII], uh, phone number is area code [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2150304
[AGENT][NEUTRAL] The policy number for the member, please?
[CUSTOMER][NEUTRAL] Uh, I don't have that, but I have her date of birth and her social security number.
[AGENT][NEUTRAL] One moment, please. um, I'm gonna ask for the social, just give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you verify um
[AGENT][NEUTRAL] The mailing address?
[CUSTOMER][NEUTRAL] It's uh I believe it's 504, her date of birth is [PII].
[AGENT][NEUTRAL] And date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her
[CUSTOMER][NEUTRAL] Her residence, I believe is [PII].
[AGENT][NEUTRAL] Do you happen to know the PO box?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's either [PII] or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not too, I'm not too sure on that, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Ms. [PII], thank you so much for verifying that information. So you're calling to inform of Ms. [PII]'s um passing and um I will get you over to customer service.
[AGENT][NEUTRAL] So that you can um they can discuss with you what would need to be provided for the policy. Let me see.
[AGENT][NEUTRAL] OK, just had to make sure I had the right policy pulled up. OK, so just one moment please, ma'am, and I'm gonna transfer you over to customer service.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in the claims department. I have Ms. [PII] on the line.
[AGENT][NEUTRAL] At least she said she's the sister-in-law of one of our insured's policy 225.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] 2140.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] Our insured is [PII]. She states that [PII] passed away a couple of weeks ago and she noticed that the premium was being deducted.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and so I told her I would transfer her over to customer service to um.
[CUSTOMER][NEUTRAL] Yeah, it looks like she's got 2 of them.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What was her name again?
[AGENT][NEUTRAL] Miss [PII]. She said her name was Mrs. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's your call back number?
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][POSITIVE] All right, you can send her over. I'll take care. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you. Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] OK.