AccountId: 011433970860
ContactId: 69350dc1-d1d3-4bbb-9989-6058d7a1da14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392769 ms
Total Talk Time (AGENT): 160555 ms
Total Talk Time (CUSTOMER): 181445 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/69350dc1-d1d3-4bbb-9989-6058d7a1da14_20250110T20:07_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hi [PII], how are you? [PII].
[AGENT][POSITIVE] Oh, I'm having a great [PII]. How about yourself today?
[CUSTOMER][POSITIVE] I'm doing pretty good. I have a question.
[AGENT][POSITIVE] Yeah, how can I help you?
[CUSTOMER][NEUTRAL] Um, my, OK, I'm trying to find out if this my sister's insurance policy is active, uh, was it active because she's deceased and I'm going through a lot of her paperwork and.
[CUSTOMER][NEGATIVE] It has been a mess and I found this American public life insurance.
[AGENT][NEUTRAL] OK, yeah, let me take a.
[CUSTOMER][NEUTRAL] So and I'm
[AGENT][NEUTRAL] I can help take a look at that. Does it have a policy number listed on it?
[CUSTOMER][NEUTRAL] And the policy number is 1113.
[CUSTOMER][NEUTRAL] 30, I'm sorry, 1113 674.
[AGENT][NEUTRAL] And what is your sister's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 66, I mean [PII], I'm sorry.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] I'm telling you this is I'm gonna see she has so much stuff and I'm looking through going through and she passed away uh December.
[CUSTOMER][NEUTRAL] What was it? Oh Jesus, [PII], I mean [PII].
[CUSTOMER][NEUTRAL] In [PII] and I'm saying I'm going through all these boxes and stuff.
[CUSTOMER][NEUTRAL] And I'm going through it right.
[AGENT][POSITIVE] Yeah, absolutely. I understand it's probably a lot to go through right now, and I'm really sorry that you're, you've lost your sister recently.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] Look, I'm looking at, I'm looking at, OK, let me see something. Wait a minute, I'm looking at the other paperwork.
[CUSTOMER][NEUTRAL] 66 or it's the same claim.
[CUSTOMER][NEUTRAL] 01 OK, it's the same claim number. I'm just looking at something else different.
[AGENT][NEUTRAL] And then do you mind, and I'm so sorry, I'm not sure I caught your name, but can I have your name, sir?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you [PII], and do you mind if I give you a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, perfect. Thank you so much. I'm gonna put you.
[CUSTOMER][NEUTRAL] But they have another, they have another, I'm looking at another policy number and there might be some help as well. It's 15.
[CUSTOMER][NEUTRAL] 524
[CUSTOMER][NEUTRAL] And they say
[CUSTOMER][NEUTRAL] You know, effective 901 [PII] for 52 months.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you. Um, do you mind if I just put you on a quick hold real quick while I look into something? OK, awesome, one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][NEUTRAL] Hey, I'm doing great. I have a quick question for you. I don't, I'm not sure if I need to transfer this call your way or not, um, but I have someone calling on behalf of their deceased sister. Um, the policy number is 1149428. Um, the policy has lapsed. Am I able to just tell him the policy is lapsed and he doesn't need to report that to us, or does he still need to report it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] I'm sorry, it's um 1149-428.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's been a while since [PII]. When did they pass away?
[AGENT][NEUTRAL] This December.
[CUSTOMER][NEUTRAL] Yeah, they didn't have any active coverage you can tell.
[AGENT][NEUTRAL] OK, I, I just wasn't sure because I know like I, I don't know, I just wanna make sure that we didn't still like need something.
[CUSTOMER][NEUTRAL] Yeah, as I, yeah, like I said, as long as there's, you're not giving them any details about the policy, you're good, but you can tell them that it's canceled and
[AGENT][NEUTRAL] OK. It's not active? OK.
[CUSTOMER][NEGATIVE] Yeah, it's not active and you can actually tell us it hasn't been active since [PII] and leave it at that since I just I.
[AGENT][POSITIVE] OK, perfect. And so that's not like, OK, I got you. I love it.
[CUSTOMER][NEUTRAL] Yeah, that's not a hip of a violation or anything because you're not really.
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] I know it's kind of hard to know when it took you a while to get used to it, um, but in a case like this because it has been so long, you're good.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, perfect. So I will give him that information. I really appreciate you.
[CUSTOMER][POSITIVE] No problem, let me know if you need anything else. Have a good evening. Thanks.
[AGENT][POSITIVE] Thanks. I appreciate it, [PII]. Bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Hey, [PII], are you still there with me, my friend?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hey, I really appreciate your patience while I looked into that. Um, so this policy that your sister had with us, it looks like I do see that she did have, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The two policies you saw, but she actually has not had an active coverage with us since [PII], so we don't need any information or documentation and her policies are already closed down on our side.
[CUSTOMER][NEUTRAL] OK, so she didn't after [PII] the policy wasn't no more effective is that what you're saying?
[AGENT][NEUTRAL] Yeah. Mhm. Yeah, it's been a few years since she's been with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I see it was the effect of June, I mean, like I said it was [PII].
[AGENT][NEUTRAL] Yeah, and she was with us for a little bit, but, but we, uh, early [PII], the coverage ended with us.
[CUSTOMER][NEUTRAL] Effective 901.
[CUSTOMER][NEUTRAL] Oh, that's, well, basically on her, huh.
[AGENT][NEUTRAL] Yeah, I don't, I don't know if it was their the employer if it was her personally, but it's been a little bit since she's been with us, so you don't need to close out any account with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, so that's.
[CUSTOMER][POSITIVE] Oh, OK. All right, sweetheart, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure, [PII], and I really wish you the best with everything. Um, you have my condolences and I wish you luck.
[CUSTOMER][POSITIVE] I do thank you.
[CUSTOMER][POSITIVE] Alrighty well thank you.
[AGENT][POSITIVE] My pleasure. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.