AccountId: 011433970860
ContactId: 69be05f8-f1c5-4a5f-859e-e3c42bd2852a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525400 ms
Total Talk Time (AGENT): 260653 ms
Total Talk Time (CUSTOMER): 267914 ms
Interruptions: 11
Overall Sentiment: AGENT=0.5, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/69be05f8-f1c5-4a5f-859e-e3c42bd2852a_20250203T19:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. Um, I have a spouse of a deceased insured on the phone. Um, the policy number is 613481.
[CUSTOMER][NEUTRAL] Should be for [PII].
[CUSTOMER][NEUTRAL] Mystique
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And spouse is [PII], she's wanting to cancel the policy and I told her that we needed a copy of the death cert very persistent, and [PII] said to transfer to customer service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because we can't cancel it without the death certificate, right?
[AGENT][NEUTRAL] Right, yeah, there's nothing we can do without that. She's gonna have to send that in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, very, OK. Um, she's very, very adamant and I know that, but, um, so I'm gonna transfer her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK dokey. Uh, uh, is the callback number the same that's on the screen?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, should be [PII] mhm.
[AGENT][POSITIVE] OK, all right, thank you.
[CUSTOMER][POSITIVE] All right. Thank, thank you. Here she comes.
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Well, I'll be doing a lot better if I could get some of this stuff done.
[AGENT][NEUTRAL] I understand. Uh, Ms. [PII] was telling me that you were calling in to let us know that your husband had passed away.
[CUSTOMER][NEGATIVE] He passed away in [PII] and y'all were notified by my bank and um I wanna cancel this because I have not got a new card. I have not even used it.
[AGENT][NEUTRAL] OK. Yes, ma'am. Um, so do you have a copy of his death certificate?
[CUSTOMER][NEUTRAL] I'm sure I do someplace if I have one left.
[AGENT][NEUTRAL] OK, um, it doesn't have to be an original we just have to have a copy of it, um, so that we can cancel it since he was the, um, the insured on the policy.
[CUSTOMER][NEGATIVE] Yeah, well, you know, if you can't cancel it for me now, you won't get any money out of this checking account because I'm changing my bank.
[AGENT][NEUTRAL] All right, Ms. [PII]. Well, unfortunately, we can't cancel the policy without um
[CUSTOMER][NEUTRAL] Yeah, let me tell you something.
[AGENT][NEUTRAL] The death certificate, so we would have to have that in order to cancel the policy.
[CUSTOMER][NEUTRAL] Let me tell you something.
[CUSTOMER][NEUTRAL] Let me, let me tell you something.
[CUSTOMER][NEGATIVE] For 13 or 14 years you've been taking it out of my account. It was supposed to be changed into my name and it never was. I never got a new card. I never got anything. So now you cancel it for me. And it doesn't matter if you have a death certificate or not. I just want to cancel it.
[AGENT][POSITIVE] I understand that, Ms. [PII] and I do apologize for any problems that you've had in the past.
[CUSTOMER][NEGATIVE] Is very, it's very frustrating because I'm changing banks and uh no one's helping. Everybody puts me off on somebody else.
[AGENT][POSITIVE] Yes, ma'am. I do apologize. You feel that way. I would be happy to help you, but I do have to have a copy of.
[CUSTOMER][NEUTRAL] And like, like I said, this account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This account is going to be closed soon so you won't get any more money out of me.
[AGENT][NEUTRAL] All right, Ms. [PII], I'll make a note of that, but like I said, I, I still can't cancel the policy without the death certificate. Now, if you could get that over to me, I could cancel it today. Um, we can take it by email or however you can get it to us. I just
[CUSTOMER][NEGATIVE] I don't know how to do that email shit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just want to cancel it.
[AGENT][NEUTRAL] Yes ma'am, I understand, but I can't cancel it without either Mr. [PII] calling to tell us to cancel it or his death certificate.
[CUSTOMER][NEGATIVE] He has been dead since [PII], stupid.
[AGENT][NEUTRAL] Yes, ma'am, I understand. What I'm trying to tell you is I cannot cancel the policy because it was Mr. [PII]'s policy. So without his death certificate, we cannot cancel it.
[CUSTOMER][NEUTRAL] Yes, and when, when he died.
[CUSTOMER][NEGATIVE] When he died, the bank called you and told y'all to put it in my name. And I guess you never did, you didn't care. So now you're not caring either, and I want to cancel it.
[AGENT][NEUTRAL] I understand Ms. [PII], but there's nothing else I can do without the death certificate.
[CUSTOMER][NEGATIVE] No, understanding is one thing. Doing is another thing. If you can't do your job, don't do it. Just give it up.
[AGENT][NEUTRAL] I am doing my job, Ms. [PII]. I'm telling you what we have to do. We have to have the death certificate in order to cancel the policy.
[AGENT][NEUTRAL] So we can't just change a policy without the insured or without proof that they're no longer living.
[CUSTOMER][NEGATIVE] Yeah, I'm just very upset with everybody.
[CUSTOMER][NEUTRAL] Well, uh, the policy was, hey, hey, hey, wait a minute.
[CUSTOMER][NEGATIVE] Wait a minute. My bank called y'all and told y'all to put the policy in my name. And obviously, you never did, and it's your fault.
[AGENT][NEUTRAL] Well, Miss [PII], we can't change the policy on the word of your bank, we would have to speak with you and have to have a death certificate in order to change it over to you.
[CUSTOMER][NEGATIVE] You're speaking, you're speaking with me now, and I don't have one in my hand. I don't walk around with a death certificate in my pocket.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well I understand that as well, but we have to have a copy so if you could just send me a copy I could get this handled for you.
[CUSTOMER][NEGATIVE] It'll be 10 days and I'm closing this account now.
[AGENT][NEUTRAL] Well, I, I understand, Miss [PII], but I can't cancel the policy without the death certificate.
[AGENT][NEGATIVE] That's what I have to have in order to cancel it.
[CUSTOMER][NEGATIVE] Well, you won't get any money. I don't know what you're gonna do because I'm changing my account and you won't get any money out of this account.
[AGENT][NEUTRAL] All right, Ms. [PII]. Well, I understand. Is there anything else I can do to help you today?
[CUSTOMER][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No, you can cancel the account.
[AGENT][NEUTRAL] I'm, I cannot cancel the policy without the death certificate. If you can send us the death certificate, I can cancel the policy.
[CUSTOMER][NEGATIVE] But why wasn't it why wasn't it putting my name when my bank called to change it?
[AGENT][NEUTRAL] Because the bank doesn't have authority to change any account you have to.
[CUSTOMER][POSITIVE] I was right there with the lady.
[CUSTOMER][NEUTRAL] I was right there with the lady, and she called to change it and put it in my name.
[AGENT][NEUTRAL] Yes ma'am. Well, the bank doesn't have any authority to change Mr. [PII]'s policy. You would have had to have requested that us change it over to your name, and you would have had to send in that death certificate for us to know that he was no longer living and change it over to you.
[CUSTOMER][NEUTRAL] Nobody said anything that day we called. Nobody said anything about a death certificate. All she wanted to do was let me keep the the policy and put it in my name.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, I understand, Miss [PII], and I, like I said, I do apologize for what happened back in [PII]. I was not working here, so I can't tell you uh about the person that spoke with your bank that day, um, but we would have had to have in writing a request to change the policy over to you and we would have had to have had a death certificate proving that Mr. [PII] was no longer living.
[CUSTOMER][NEGATIVE] But I don't understand you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] She called and she told someone about it and they said, OK. So I don't know your line of business. I don't know how y'all conduct it, but uh when I was working, when patients came into the hospital, I treated them. I didn't tell them to go away to another hospital.
[AGENT][NEUTRAL] Well, I'm not telling you to go away. I'm trying to do what you're asking me to do, but I can't do that without the proper documentation.
[CUSTOMER][NEUTRAL] It was told to y'all in [PII] after he died.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEGATIVE] I want it canceled.
[AGENT][NEUTRAL] Miss [PII], I have told you I cannot cancel it without the, well, it, I'm sorry, Ms. [PII], there's nothing else I can do.
[CUSTOMER][NEGATIVE] And I have told you that no one has even contacted me from this.
[CUSTOMER][NEGATIVE] No one has even contacted me from y'all. I haven't even sent a new car or anything. I have never used it because the way you do things.
[AGENT][NEUTRAL] Well, if so we don't send out new cards every year we just send them out when there's a change and we haven't been notified of any change.
[CUSTOMER][NEUTRAL] And that was supposed to be the change. That was supposed to be the change, and that's been at least 13 or 14 years. I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe less, but maybe more.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I, I do apologize. There's nothing else I can do. Now, if you can get me the death certificate, um, because you've also been paying the wrong amount, so.
[CUSTOMER][NEUTRAL] No, I do apologize because, because you will not get any more money out of my bank account. Thank you.
[AGENT][NEUTRAL] Miss [PII], if you would listen, I'm trying to tell you.