AccountId: 011433970860
ContactId: 5cea0127-cb34-4c89-a507-e7e44abfb98a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397559 ms
Total Talk Time (AGENT): 210958 ms
Total Talk Time (CUSTOMER): 133276 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/5cea0127-cb34-4c89-a507-e7e44abfb98a_20250130T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a, well, family member of the insured. The insured passed away this morning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And they're trying to see what they need to do um for the policy, and it sounds like they want uh term it, but
[CUSTOMER][NEUTRAL] Um, she wants to know her options and if, if anything can be filed or you know all that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's policy number 135797.
[AGENT][NEUTRAL] 13597.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is the callback number the same as in the one that they're calling from?
[CUSTOMER][NEUTRAL] Um, it's [PII]. We're speaking to the daughter-in-law.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And of course I didn't, I couldn't verify anything.
[AGENT][NEUTRAL] Mm, right.
[AGENT][NEUTRAL] And the policy is for
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I can go ahead and take it.
[CUSTOMER][NEUTRAL] Alrighty hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][POSITIVE] Yes ma'am. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK? OK, thank you. You're very welcome.
[AGENT][NEUTRAL] Good afternoon. This is [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Uh, first of all, I apologize and I'm so sorry for your loss. It is sad to hear, um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] About your loss, uh, I was just advised that you are requesting information about um the policy, um, what it is to be done. Is that correct?
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] All right. For in order for us to go ahead and um be able to cancel the policy, once you have a copy of the death certificate, um, you can go ahead and send us a copy and that way we will, um, pretty much take out the date she passed away and we can go ahead and cancel the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, now do I need to mail the death certificate directly to you?
[AGENT][NEUTRAL] Yes, uh, you can mail it or email it to us. I can provide both options, um, if you would like me to.
[CUSTOMER][NEUTRAL] OK, let's let's do email.
[AGENT][NEUTRAL] Email, right. Um, that will be to care team.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Am public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And there you would just attach the picture or a copy of the death certificate and um
[AGENT][NEUTRAL] Providing the policy number, refer to the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I know that she has the um premium debited out of her account every month and so we were wanting to.
[CUSTOMER][NEUTRAL] To make sure that didn't happen um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then is there um.
[CUSTOMER][NEUTRAL] Any kind of refund or pay out or.
[AGENT][NEUTRAL] Mhm. Unfortunately, we can't stop um the charges unless we receive that death certificate, um, but for all the amounts being paid, let's say, um, the payment goes through for the month of February, we will be able to refund um that premium and earned.
[AGENT][NEUTRAL] And that will be going directly to um the account holder, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm not even sure what kind of policy she has, um, was it a a cancer policy or uh uh just a life insurance? Can you tell me that?
[AGENT][NEUTRAL] I apologize, Ms. [PII]. I do not, um, I'm not authorized to provide any information about the policy.
[CUSTOMER][NEUTRAL] So how do I, who do I talk to and how do I get to get that information?
[AGENT][NEUTRAL] Um, only if the insured had a beneficiary, then um we would be reaching out to um the beneficiary or the person who, um,
[AGENT][NEUTRAL] Unless there's a power of attorney, someone that can take over all of her information and obtain information, that will be the only way we could provide it.
[CUSTOMER][NEUTRAL] OK, I have durable power of attorney and I'm also the executor of her will in estate.
[AGENT][NEUTRAL] All right, then we would be requesting copies of those documents and that way we would um have you.
[AGENT][NEUTRAL] Under the record and that will be the only way we could provide um information. Um you would just um also in that email once providing the um copy of the the certificate, you can state there that you are the um person who has um
[AGENT][NEUTRAL] Access to all the information or would have access and um we will have to go through a small process where we will verify that everything is correct and we will go ahead and um release all the information.
[CUSTOMER][NEUTRAL] OK, OK, and I can just email all of that at the same time.
[AGENT][POSITIVE] Mhm, yes, that is correct.
[CUSTOMER][NEUTRAL] Alrighty, so, um, as soon as I get the death certificate, I will get that information to you.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. Is there any other question that I can help you with?
[CUSTOMER][NEUTRAL] No thank you I appreciate your help.
[AGENT][POSITIVE] Again, I'm so sorry for your loss, Ms. [PII], and I hope you all have a a nice day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye bye.