AccountId: 011433970860
ContactId: 64c1d35f-1169-46c0-bc8e-b05dfa0c8470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330309 ms
Total Talk Time (AGENT): 118503 ms
Total Talk Time (CUSTOMER): 81643 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/64c1d35f-1169-46c0-bc8e-b05dfa0c8470_20250228T13:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, my sister was the uh customer of y'all's and I'm calling to notify y'all that she has passed away.
[AGENT][NEUTRAL] Mm. All right. Um, may I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] All right, Ms. [PII], I'm so sorry for your loss. Um, you're calling us just to let us know that um one of our members has passed away and
[CUSTOMER][NEUTRAL] Yes, her name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The last 4 do you need the last four digits of her social?
[AGENT][NEUTRAL] Uh, we will request the whole number of the social security number.
[CUSTOMER][NEUTRAL] OK, hold on a minute, let me write it down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sorry, I've got it in my phone. I got all the things.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm writing it down to it so I can have to not have to keep looking it up [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] And allow me just a second while the system tries to search up her policy number.
[AGENT][NEUTRAL] And what state was the policy issued?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, I was able to find the policy and
[AGENT][NEUTRAL] I am
[AGENT][POSITIVE] OK, I was able to find that one that was active.
[AGENT][NEUTRAL] All right, Ms. [PII], um, what I can do right now is provide the policy number, um, and what you can do with this is, uh, send us a copy of the death certificate that way we can go by the date that she passed away and cancel the policy and um we will be refunding the premium amount that has been unearned.
[AGENT][NEUTRAL] As for now, we are not able, mhm.
[CUSTOMER][NEUTRAL] OK. What's the policy number?
[AGENT][NEUTRAL] OK, that policy number, let me know when.
[CUSTOMER][NEUTRAL] It'll probably be that it'll probably be about 2 weeks because um she just passed away last Friday and we've gotten all the paperwork for the crematory uh but they said that it'll take about 2 weeks after that before we get the death certificate and then I can mail it in to you if you just give me the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number and the address where I need to send it to.
[AGENT][NEUTRAL] Mhm, yes I can. Let me know whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that policy number will be 61.
[CUSTOMER][NEUTRAL] I'm sorry, 61.
[AGENT][NEUTRAL] Mhm. 42.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 42
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] On that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can mail the documents to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] PO [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and so they will be taken out the next policy on the [PII]?
[CUSTOMER][NEUTRAL] And but once I get you the um.
[CUSTOMER][NEUTRAL] That certificate you will turn around and reimburse back again.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, that is correct.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate all the help you've been.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] OK.