AccountId: 011433970860
ContactId: 744bb8fc-ce97-46d9-82a7-eb65ef71bc99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127540 ms
Total Talk Time (AGENT): 56388 ms
Total Talk Time (CUSTOMER): 46948 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/744bb8fc-ce97-46d9-82a7-eb65ef71bc99_20250122T22:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you so I've got an individual on the line um the insured has passed away he received a um overpayment uh refund check on her behalf, but it's still showing that she's active when I'm looking in the notes, it's showing that we received a death certificate, so I'm not quite sure why it's still active, um, but he wants to see if he can't get that canceled. Are you able to verify that we received the death certificate?
[AGENT][NEUTRAL] Yeah, let me take a look at that. What's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 417-749.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, yeah, there was a refund of premium issued.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] working on refund, um, per help request that gets received on both that policy.
[AGENT][NEUTRAL] And we'll figure.
[AGENT][NEUTRAL] Of the refund product appears and I mail a copy of the policy to the's daughter [PII] if she decides that she'd like to put on mail. OK, so it looks like [PII] probably just forgot to lapse the policy back, um, when she reactivated to issue the refund.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, uh, so yeah, I'm gonna go ahead and fix that now. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'll double check with her and make sure that all, all refunds have been issued and that there's nothing else we need to do.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][POSITIVE] OK cool sounds good alright I appreciate your help I'll let him know thank you.
[AGENT][POSITIVE] No problem, [PII]. Have a good day. Bye.
[CUSTOMER][POSITIVE] All right. Bye. You too.