AccountId: 011433970860
ContactId: 64fe23fc-79ca-4d9a-a808-739c160a72a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136350 ms
Total Talk Time (AGENT): 37942 ms
Total Talk Time (CUSTOMER): 65880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/64fe23fc-79ca-4d9a-a808-739c160a72a3_20250610T16:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], my name is [PII]. I was calling, um, on behalf of my dad. He has, um, a cancer policy with you guys. Um, the policy is 9A.
[CUSTOMER][NEUTRAL] 0036216. I need to um cancel his policy. He passed away in December.
[AGENT][NEUTRAL] OK, um, let me get that.
[AGENT][NEUTRAL] OK, and you said 980036216?
[CUSTOMER][NEUTRAL] Yes ma'am, that's it, and it's in the name of [PII].
[AGENT][NEUTRAL] And do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a death certificate that you can send us? Um, we'll need that in order to cancel.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, do you want me to send it to, I have an address of [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Zip [PII]. OK, I will drop that in the mail to you today.
[AGENT][NEUTRAL] OK, and then [PII], um, what was your last name? Can you spell that for me?
[CUSTOMER][NEUTRAL] Sure. It's [PII] and [PII] is spelled [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] And I'm, I'm his daughter.
[AGENT][NEUTRAL] OK, and did you have a good callback number for our records?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. OK. Once we receive the death certificate, we'll be able to cancel the policy and then any premiums that are due back, we'll be able to refund those as well.
[CUSTOMER][POSITIVE] OK great thank you so much for your assistance.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.