AccountId: 011433970860
ContactId: 647ed33b-7735-40fc-8049-bcb0e03ea029
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337320 ms
Total Talk Time (AGENT): 159701 ms
Total Talk Time (CUSTOMER): 142454 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/647ed33b-7735-40fc-8049-bcb0e03ea029_20250410T18:28_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] over in customer care. How are you doing this afternoon?
[AGENT][POSITIVE] Doing good how are you?
[CUSTOMER][NEUTRAL] Good. I have an insured on the line and her husband has passed away. She needs to remove him off the policy. Um, he passed away in [PII], so it's been some time, so she wants some information on that.
[AGENT][NEUTRAL] Mhm. All right. What is the policy number?
[CUSTOMER][NEUTRAL] Policy is gonna be 960872 and we're speaking to a Miss [PII].
[AGENT][NEUTRAL] Alright, and let me just a second while I pull it up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, I have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here she comes if you're ready.
[AGENT][POSITIVE] You can, yes, I am, thank you.
[CUSTOMER][POSITIVE] Thanks. OK. You're welcome.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm doing good. How are you doing today?
[CUSTOMER][POSITIVE] Oh, I'm doing all right my dear, um, so.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Um, I think she told you what was kind of going on.
[AGENT][NEUTRAL] Mhm. Yes, um, we are aware of it. All right. Um, so in order to drop your husband um from the policy, all we need is a death certificate, a copy of it, um, and we will go, we will go based on the dates there, and we will go ahead and refund all that unearned premium for him. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I can, mhm, I can provide the fax number, email, or um mailing address where you can send that um copy of death certificate to us and we will go ahead and proceed from there once we receive it.
[CUSTOMER][NEUTRAL] OK. All right. Um, do you know how much it would affect my, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, premium.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would it go down? It's not gonna go up, right?
[AGENT][NEUTRAL] No, no, it will go down. Um, and
[AGENT][NEUTRAL] Yes, it, it will just go down. I don't have the premium amount, um, it will have um sort of calculation for it, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that will be stated, um, how much the premium was reducted and um let's see, it is.
[AGENT][NEUTRAL] 5 years, he passed away in [PII], so that will be about six years of premium that we will have to
[CUSTOMER][NEUTRAL] Yes, actually yesterday.
[CUSTOMER][NEUTRAL] Yesterday was the anniversary of his death.
[AGENT][NEUTRAL] I'm so sorry for that, um, but yes, it will be 6 years of premium that will go, will be going back to you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, that's wonderful. So, um, do, do you wanna email it to me and then I can send, can I email, I mean, um, electronically send you the copy or how does that work? OK, all right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, you can.
[AGENT][NEUTRAL] Yes, you can um just take a picture of it and email it to us um just providing the policy number and um your name and we will make the search um or the person in uh who will be in charge of it will do the search and go based off of it.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, do you want to email me, uh, OK, do you want me to write it down then? OK. All right. And where do I send it?
[AGENT][NEUTRAL] And whenever you're ready.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, if you can write it down.
[AGENT][NEUTRAL] Um, that will be [PII].
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All one word. [PII] uh oh I already wrote this wrong. Give me a moment. Sorry, I should put my glasses on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK [PII].
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, and that will be all.
[CUSTOMER][NEUTRAL] And then what?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so then I just need to um.
[CUSTOMER][NEUTRAL] Take the picture of it and send that in there and on it, should I, I should write down um just like a cover and say this is for policy number blah blah blah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, correct, that that will be helpful. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good. I will get that done then and what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], thank you so very much. I appreciate your help.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome, Ms. [PII], and I hope you have a nice day. If there's anything else that I can help you with today?
[CUSTOMER][POSITIVE] Thank you. No, I don't believe so, but thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] OK you too dear bye bye.
[AGENT][POSITIVE] Thank you.