AccountId: 011433970860
ContactId: 6f55ce52-d911-4d52-b105-3694a84850b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600650 ms
Total Talk Time (AGENT): 232837 ms
Total Talk Time (CUSTOMER): 326065 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/6f55ce52-d911-4d52-b105-3694a84850b1_20250326T17:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um a Mr. [PII] on the phone. He is calling about policy number 101599.
[CUSTOMER][NEUTRAL] For Ms. [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He received a letter from memory on uh the things that he needed in order to be able to get the refund on the policy, but he has some questions about everything and he just needed to speak with somebody.
[AGENT][NEUTRAL] Alright, do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm ready thank you.
[CUSTOMER][NEUTRAL] OK, thanks [PII], bye bye.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Uh, I'm doing well, [PII], thank you.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, I'll pick up with uh who I'm trying to uh correspond with what I and uh do you know by chance a memory [PII] is in your customer service.
[AGENT][NEUTRAL] Yes, sir, and I do, I am looking at the notes. The representative that transferred you stated that you were calling because you did receive the documents and you had some questions about that.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just trying to make sure that I handle this in the correct way. I'm trying to settle the state of Miss [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And I received the last correspondence I received and and uh sorry I'm getting late, but on [PII], I got correspondence from Ms. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it said the the and it said the following and then we can go from there.
[CUSTOMER][NEUTRAL] It said we received the death certificate from your loved one and it's currently being processed. We need either the following information to complete the refunds.
[CUSTOMER][NEUTRAL] If your loved one had an estate established that is probated, we need a copy of the probated estate papers. I do have that. I am the executor, so I've got the probate on it. Or if no estate was established, we need the names and addresses of the surviving heirs, and I could give you that either because there's 4 of us involved.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So please respond to this email with the requested information.
[CUSTOMER][NEUTRAL] So it uh
[CUSTOMER][NEUTRAL] And then it don't give so I don't know from there. I wanna make sure that what I provide gets to the right person and then and it don't go into just uh la la land I'd like to use.
[AGENT][NEUTRAL] OK, so I can give you the email address and the fax number that you can forward the estate paperwork. If you want to send the estate paperwork, that will work. If you want to do it the other way and just list the errors, that will work too. It's whatever is suitable for you, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and I can do either which is easiest just to send you the paperwork that that I'm the executor of the state. Now let me, let me look because but that don't, that still don't give information of uh where that the refund or anything would be sent to.
[AGENT][NEUTRAL] Uh yes, sir, the executive.
[CUSTOMER][NEUTRAL] So what I'm providing is just the legal documents that shows that I'm the secret of the state. So should I provide the a, uh, where the money and stuff that goes into that account.
[AGENT][NEUTRAL] We won't be able to physically put it into an account. What's gonna happen is once the reimbursements conducted, you will get a physical paper check. So, since you're the heir of the estate, it would be in your name. Um, now, if you don't have access to her address, we will need an updated mailing address. If you want us to mail it to you, we'll need your mailing address, but if you have
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] That is correct. Yeah, yeah, that needs to see, so we're in the process of selling the house, so all the paperwork, mailing and stuff comes to my address. So where would I?
[AGENT][NEUTRAL] OK, so you're
[AGENT][NEUTRAL] Need to give us
[CUSTOMER][NEUTRAL] So now, so now this, this is make it, yeah, so now this is the part that I'm, I'm pressing, so I'm fixing to, uh, send this deceased letter of testimony showing that uh.
[CUSTOMER][NEUTRAL] That I am the personal representative on the wheel.
[CUSTOMER][NEUTRAL] But it's like I say it don't show anything that it's got besides my name it don't show my address so so where would you like me to do as an additional piece of paperwork, maybe just put my address?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. We'll need you to uh fill out an additional piece of paper and just give us your full name and your address, and that you're including the documents for her policy and provide her policy number along with those documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, policy number along with the document.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can just write it on any piece of paper and you can email it or fax it. Let me, let me give you our email address and our fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, hold on one second and I will be ready.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] And go back background for it on sign taste effective than you're talking about.
[CUSTOMER][POSITIVE] OK, I am ready.
[AGENT][NEUTRAL] So the email is going to be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So that's one [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh let me repeat that. uh [PII] gonna [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir, and that's a.m. Public.
[CUSTOMER][POSITIVE] I am perfect.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and do I need to put the attention to who?
[AGENT][NEUTRAL] You can put attention cus yes, sir. You can put attention customer service.
[CUSTOMER][NEUTRAL] Customer service or what?
[CUSTOMER][NEUTRAL] OK, so all you guys are gonna have this information not don't need to go to uh [PII] [PII] then.
[AGENT][POSITIVE] She is customer service, so more than likely she's gonna she's probably gonna um set eyes on it and get it back um because there's notation in here she's working on it, so we'll know to get it addressed to her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, now, and already I guess you know what I've done before just in paperwork I sent the death certificate so you don't need that. You just need the uh represent the uh state paperwork.
[AGENT][NEUTRAL] A copy of the state paperwork, that's correct. We don't need that again since we already have that one on file and that's what prompted her to send that to you as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I will get this going and, and your name, your name again.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] My name is [PII], Mr. [PII], and I'm in the customer service department as well. Would you also like the fax number just in case, or, or you just?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh yeah, yeah, absolutely, absolutely.
[AGENT][NEUTRAL] OK. All right, Mr. The fax number for customer service is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, just a question and you may not answer that you've got the file type pool, uh, and I'm going to the my lawyer's office today. How much money are we talking about if, if any?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that I'm not aware of. I do apologize. I would have to actually look at the death certificate. When did she pass away?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, let's see, hold on one second. I don't know this. It was a lengthy death.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] It looks like it might be about 3 or 4 months and her premium was 68.99.
[CUSTOMER][NEUTRAL] OK, so we're talking just the back pay between when she passed away and and what was getting debited.
[AGENT][NEUTRAL] Yes, sir. She, normally what we do, we don't do prorate yeah, we don't do prorated, but what we'll do is we'll, we'll refund the month following her date of death and go from there.
[CUSTOMER][NEUTRAL] OK, yeah, because I didn't know it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that'll help me.
[AGENT][NEUTRAL] All right, Mr. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, no, it just took a long time to get to you guys, and, and I got cut off one time after waiting about 10 minutes, but now I'm good. Thank you for your help.
[AGENT][POSITIVE] I am so sorry about that, Mr. [PII], that you had issues, but hopefully that won't happen again. If you do need anything, feel free to contact us back. And also, we'll be confirming that we received that email as well. Once we get it, we'll let you know that we've got it and we're processing and then after that, it'll just be a few business days that you'll be hearing from us in the mail.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2
[CUSTOMER][POSITIVE] Thank you. Bye.