AccountId: 011433970860
ContactId: 5cfc44fc-b308-4a02-a7f2-eda95f88b9a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421279 ms
Total Talk Time (AGENT): 225635 ms
Total Talk Time (CUSTOMER): 212175 ms
Interruptions: 11
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/5cfc44fc-b308-4a02-a7f2-eda95f88b9a0_20250117T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I had called, I don't know, uh, a couple of weeks ago, I guess, or a week and a half ago and talked to someone. Um, my mother apparently had a couple, I guess their cancer policies through y'all, but she has passed away. So, uh, what I was calling about is to get these, uh, premiums.
[AGENT][NEUTRAL] Yes ma'am, uh.
[CUSTOMER][NEUTRAL] Uh, stopped from being automated drafted out of her account.
[AGENT][NEUTRAL] Mhm. OK. So your mother had a couple of policies with APL but she has passed away, is that correct? OK, so first off, I am very sorry for your loss.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][POSITIVE] Thank you, thank you so much.
[AGENT][NEUTRAL] You're welcome. And you're wanting to find out how to go about getting the bank draft stopped for her premiums. Is that correct? OK. Yes, ma'am. Well, I can help you. First, what I'll need to do though is to get some information from you and then get her policy information pulled up.
[CUSTOMER][POSITIVE] Yes, uh-huh, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright
[AGENT][NEUTRAL] So who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, sorry. [PII]?
[CUSTOMER][NEUTRAL] Uh huh, that's OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you. And Miss [PII], what is your good callback number for you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, I inverted those numbers [PII]. OK. Yes, ma'am, I have it. [PII]. OK, thank you. And do you happen to have your mother's policy, their numbers, the po
[CUSTOMER][NEUTRAL] I know a bunch of 2, 3s and 5s in there. 253.
[CUSTOMER][NEUTRAL] 3255.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No honey, I don't mm mm no I don't.
[AGENT][NEUTRAL] OK. So when you, you, and you said you have called before?
[CUSTOMER][NEUTRAL] Uh-huh, yeah, it's probably been.
[CUSTOMER][NEUTRAL] 1.5 to 2 weeks ago.
[AGENT][NEUTRAL] OK. So what is your mother's full social first off, and let me see if I can locate.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm let me see if I can find something with that on there.
[CUSTOMER][NEUTRAL] Coverage
[CUSTOMER][NEUTRAL] Could you look it up by her name because I don't think I had that last time.
[AGENT][NEUTRAL] Um, yes, ma'am, and they didn't provide you the policy numbers when you called.
[CUSTOMER][NEUTRAL] Um, I don't.
[CUSTOMER][NEUTRAL] Let's see. Well, maybe they did. Let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me look here and see um uh 426-540.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 426-450, OK.
[CUSTOMER][NEUTRAL] 5540.
[AGENT][NEUTRAL] 426-540
[CUSTOMER][NEUTRAL] Uh-huh, and 426-541.
[AGENT][NEUTRAL] OK, thank you. So give me just a moment, Miss. OK, so yes, ma'am. Give me just one moment, please.
[CUSTOMER][NEUTRAL] C F F C X
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, first off, Ms. [PII], if you could um please verify your mom's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Also her home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And a phone number that we would have had on file for her.
[CUSTOMER][NEUTRAL] Uh, probably [PII].
[AGENT][NEUTRAL] No, this one is ends in a [PII].
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] [PII], I, I don't know.
[AGENT][NEUTRAL] OK, what's the last 4 for social?
[CUSTOMER][NEUTRAL] I don't know that I have the information.
[AGENT][NEUTRAL] OK, so I see where you had called in on [PII]. I'll be very limited, Ms. [PII], as to what I can tell you. Um, what day did your mother pass away?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, listen, I'm telling you right now, uh, I guess I can go to the bank and stop payments. All I want from you guys is to stop getting money out of her account.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am. And I can see that when you called in on the [PII], they explained to you.
[CUSTOMER][NEUTRAL] So whatever you tell me.
[CUSTOMER][NEGATIVE] OK, go ahead with what you're gonna tell me. I'm fixing to go to the bank and stop payment on it. It's very ridiculous. I can't get this stopped over the phone, but go ahead and tell me what you have to tell me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what date did she pass away?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII]. OK, yes, ma'am. I do see that.
[CUSTOMER][NEUTRAL] You should have that on your record also.
[AGENT][NEUTRAL] I do, and I see that um the representative you spoke with explained that we would have to receive a copy of her death certificate.
[CUSTOMER][NEGATIVE] And I don't understand that to stop a payment come, no, OK. Well, you're probably not gonna get that. So, um, whatever I have to do to have y'all stop taking money out of her account, she has passed away. I have told you all that these policies are no longer void and valid for her, so it's absolutely ridiculous. So, and I will remember this insurance name and tell everyone I know not to process it.
[AGENT][NEUTRAL] Yes, ma'am. Legally. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The, the only
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Now, Miss [PII].
[CUSTOMER][NEGATIVE] This is absolutely ridiculous, ma'am.
[AGENT][NEUTRAL] Yes, well, I'm so sorry you feel like that, but legally, every company has to have copies of death certificates to, yes, ma'am. Most do. And any refund.
[CUSTOMER][NEUTRAL] Yes, I do, uh-huh, yeah.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am, I've been, I've been dealing with this, ma'am. This is the first company that's done that, so, OK, I'll do what I have to do on my end, but, but y'all better not take any, any, OK, what? What do you have to explain to me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If we, OK, can I please say, yes, Ms. [PII], can I please explain one thing to you?
[AGENT][NEUTRAL] OK, so if, once we receive the death certificate, if you will send that to us, if there is any refund of overpayment of premium due, then that could be issued. But if, but if we can't receive that, then we won't be able to issue that. Yes, ma'am. Uh, OK, but we haven't received that required documentation for the legal purpose of this policy.
[CUSTOMER][NEGATIVE] Well, there is definitely overpayment. You've taken out now for 2 months.
[CUSTOMER][NEUTRAL] For 2 months.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] What is, what is an address I can send paperwork to? What is an address?
[AGENT][NEUTRAL] Yes, ma'am, it can be are you able to email it because that would be the quickest [PII].
[CUSTOMER][NEUTRAL] No, I want an address. Now I want an address.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome