AccountId: 011433970860
ContactId: 6029f3c9-3033-4a8c-a463-7a6c8336e3f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 856119 ms
Total Talk Time (AGENT): 116703 ms
Total Talk Time (CUSTOMER): 144063 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/6029f3c9-3033-4a8c-a463-7a6c8336e3f3_20250203T20:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] It's this American Public life.
[AGENT][NEUTRAL] This is, yes.
[CUSTOMER][NEUTRAL] OK. I talked to someone a while ago.
[CUSTOMER][NEUTRAL] And because I need to cancel this uh account, but they wanted a death certificate. Now I have the death certificate. And what do I have to do?
[AGENT][NEUTRAL] Oh, OK, um, you can send it to us either by fax, by mail, or by email.
[CUSTOMER][NEUTRAL] What is your fax number?
[AGENT][NEUTRAL] OK, the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] 3
[AGENT][NEUTRAL] 23.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you want to know who it's from?
[AGENT][NEUTRAL] Mm, yes. Um, let me, mhm, let me have your name, let me have your name and the policy number so I can notate your account.
[CUSTOMER][NEUTRAL] And who
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] OK. My name is [PII]. The account was in [PII].
[CUSTOMER][NEUTRAL] Um, the coverage with couple and the policy number 613481.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] Because I need to cancel this. I'm changing banks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I haven't gotten a new car or anything. No, no communication whatsoever since my husband died in [PII]. But I also have the, the death certificate now. And um I know we sent it in, but I guess y'all didn't get it or threw it away.
[AGENT][NEUTRAL] All right. And let me go ahead and make a note that you're sending that in by fax.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Did you get my name right? [PII].
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yes, yes. And uh let me have your date of birth for security.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK. And I need to verify your mailing address.
[CUSTOMER][NEUTRAL] Right now, it's [PII].
[AGENT][NEUTRAL] OK, if you, um, if you decide to cancel the policy and we need to send a letter of cancellation, where we need to send that letter. Is it gonna be to the PO box?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. So, um, when you send the the certificate, uh, just make sure to add the policy number and the new address.
[CUSTOMER][NEUTRAL] It what now? I don't know the, oh yeah, I have the policy number here.
[AGENT][NEUTRAL] Yeah, yeah, the policy number and the new address.
[CUSTOMER][NEUTRAL] And how long is all this gonna take? Can I just do it over the phone?
[AGENT][NEUTRAL] We need that copy first because we need to know that um we can go ahead and cancel it.
[CUSTOMER][NEUTRAL] I'm gonna, well, I'm gonna fax it in. Excuse me, I have another call coming in. Hold on.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, yes, no problem.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Can you hold for a minute? I'm on the other line. Hold on.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, yes, yes. Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] So I'm gonna fax in this death certificate to you. Is there a wait, OK, I got the fax number and that's all I need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's all you need. Again, just uh include the policy number and include your new address and a phone number just in case we need to contact you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today, Miss?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, have a good afternoon.
[CUSTOMER][NEUTRAL] It's, I'm not miss it anymore. I'm, I'm open now.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK, sure, no. Uh, no, that's all we're gonna need for now and then once we receive that, and you can send a request to cancel the policy in that same fax, so just write a letter saying that you would like to cancel the policy and we'll go ahead and take care of that for you, OK?
[CUSTOMER][NEUTRAL] OK, anything else?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, I think. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.