AccountId: 011433970860
ContactId: 69a7c3ae-5521-432d-897c-b681ca9131c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355760 ms
Total Talk Time (AGENT): 168700 ms
Total Talk Time (CUSTOMER): 149867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/69a7c3ae-5521-432d-897c-b681ca9131c8_20250324T20:39_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], it's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you, hey, can you hear me? I know you were in trouble earlier. Can you hear me OK? All right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes, I can hear you.
[CUSTOMER][NEUTRAL] Well, this is gonna be probably an emotional call. Um, I have one of our insured's do.
[CUSTOMER][NEUTRAL] First on the line, the lady on the line, her name is [PII].
[CUSTOMER][NEUTRAL] And her phone number is actually the one that's on file. [PII] is my line breaking up?
[AGENT][NEUTRAL] Uh, can you repeat for me?
[AGENT][NEUTRAL] No, I thought I, I heard something different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but her phone number is the one that's in line on her mother's policy and the policy number is 419.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And her mom passed away on [PII].
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So she is needing to, um, you know, find out what needs to be done to have the policy canceled.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] All right. All right. Well, are you ready to speak to [PII]?
[AGENT][NEUTRAL] Mhm, I got it.
[CUSTOMER][POSITIVE] OK, [PII]. All right. Well, thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But have a good afternoon if I don't talk to you again. People were, oh.
[AGENT][POSITIVE] You, thank you.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello, I'm sorry, who am I speaking with?
[AGENT][POSITIVE] Hello, yes, this is [PII] in customer service. I am so sorry for your loss. I was just advised that your mother passed away recently.
[CUSTOMER][NEUTRAL] Hello um
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] All right. I was asked to provide you with the information to have this policy canceled.
[AGENT][NEUTRAL] Um, as for what we need, as for what we need, honestly, it is, um, on the, um, a copy of the death certificate, um, and we can go ahead and cancel the, the, the policy and reimburse any um unearned premium that gets paid.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, um, uh, where will I send the death certificate? Is there a fax or email?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, I can provide a fax number, an email, or the address if you whatever you prefer.
[CUSTOMER][NEUTRAL] I would prefer email please.
[AGENT][NEUTRAL] The email, right, the email will be care teams.
[CUSTOMER][NEUTRAL] Care Team [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct. at
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna read that back to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] And again, the only thing um.
[CUSTOMER][NEUTRAL] OK, and in addition.
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] Um, yes, we would only need a copy of the death certificate and we will go based off of the date that we received, um, and go ahead and cancel the policy.
[CUSTOMER][NEUTRAL] OK, I will get that emailed. I'm gonna be picking those up later this week, so I will get that emailed.
[AGENT][NEUTRAL] Mhm. All right, that sounds good. Is there anything else, any question that you have, Miss [PII] uh Miss [PII], sorry?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] That's OK, um, so once it's emailed, how long does it take right now the, the bank account that it's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pull premium, premiums from anyway is frozen because it's set up. I have to resolve it as, as a, as a beneficiary. So you're not gonna get premiums anyway, but how long does it take once you've received that death certificate to cancel the policy that turnaround time? Do you know?
[AGENT][NEUTRAL] Uh yes, it usually, I would say that we give an estimate of 4 to 10 business days. It usually takes, um, sometimes it takes a lot less than that. It depends on how quick we we receive and how um everything um is listed on the email that we receive because sometimes forms are not clear enough to read and we have to um receive.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Another copy or another picture of it, but if everything is fine, um, once we receive it, I would say um in a couple of days or the same week sometimes.
[CUSTOMER][POSITIVE] OK, perfect. I appreciate that so much.
[AGENT][POSITIVE] Hey, you're very welcome.
[CUSTOMER][NEUTRAL] May I get a reference number for this call?
[AGENT][NEUTRAL] Um, we do not have, um, like reference numbers or for the tickets, um, until we receive something, but you can um ask for [PII] in the customer service department for any other question that you may have.
[CUSTOMER][NEUTRAL] OK, what was that last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I hope you have a great week.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You too. I'm so sorry for your loss, Miss [PII], and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you for your kindness.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.