AccountId: 011433970860
ContactId: 739ca925-e3cb-4a59-a466-72455e118acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190029 ms
Total Talk Time (AGENT): 79392 ms
Total Talk Time (CUSTOMER): 90562 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/739ca925-e3cb-4a59-a466-72455e118acc_20250415T17:47_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I have a policy number here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the
[CUSTOMER][NEUTRAL] It's 007, go ahead.
[AGENT][POSITIVE] Oh no, no, I'm ready for the number when you are.
[CUSTOMER][NEUTRAL] Oh it's 00736852.
[AGENT][POSITIVE] Thank you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And I have the policy here. Are you um the insured or you're with the provider?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEGATIVE] No, I, I'm calling because, um, [PII] has passed away. [PII] passed away in [PII], and I just randomly get mail. I'm her sister-in-law, um, at her dad's house, and I got this saying that this policy was, uh, came back. We didn't even know what this is. We have no clue what this is, so, um, but I just wanted to let you know that she has passed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I will, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll go ahead and what is this? OK, this is for her, uh, OK, so I'll go ahead and um note the policy is, so she actually doesn't have any active policies at this time. So I'll just note um that you called to report that she has passed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] But the policy, she doesn't have anything active with us anymore.
[CUSTOMER][NEUTRAL] OK, that's fine. We canceled all of her, her, her accounts out. That's why I wasn't sure. I see that they said that so this may have been something she was having drawn out, um, drafted out, and we didn't know about it or something, but, um, so she did, but like I said, we did close out all of her accounts it's probably one that came back account closed.
[AGENT][NEUTRAL] Yes, OK. So I will definitely note it for you just to have it on file. Um, I just didn't want you to think anything was open, you know.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, now is this an insurance policy or is this a medical policy or is this something that we need to do something with or?
[AGENT][NEUTRAL] Well, let me see, hold on one moment.
[AGENT][NEUTRAL] Um, so it was a cancer policy. It terminated in February of this year.
[CUSTOMER][NEUTRAL] OK. Well, she didn't have cancer, so, uh, she died from septic shock. So, all right, so we don't need to do anything then, right?
[AGENT][NEUTRAL] No, ma'am, there's nothing else for you to do unless you wanted to see if like there's something you can file for anything, but other than that, no, ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, ma'am, if it was a cancer policy that she didn't have cancer, so we're good.
[AGENT][NEUTRAL] All righty, Ms. [PII]. Well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that was it and I appreciate your time and thank you for your help today.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.