AccountId: 011433970860
ContactId: 74608a06-7489-4d37-bdbd-0c96f2eaf804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466260 ms
Total Talk Time (AGENT): 176015 ms
Total Talk Time (CUSTOMER): 203324 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/74608a06-7489-4d37-bdbd-0c96f2eaf804_20241230T20:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I talked to someone um back on [PII], and they were trying to help me with my mom and her cancer policy. My stepfather passed away almost 4 years ago.
[CUSTOMER][NEUTRAL] And she's been paying the double premium ever since, so my mom emailed y'all um everything that was going on and with the death certificate and I was just trying to follow up to see if y'all had received the email and if it was in the process or what was going on with it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I can definitely provide you with an update. So, your mom has been paying as if it was still a couple policy, but it should be individual.
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] The policy number is 587-886.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So, um, I do see the notes here that we could speak with you. Um, can you just verify your mom's date of birth and the address on file?
[CUSTOMER][NEUTRAL] Uh-huh, it's [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, hold on one moment because I do see that we received the email with the death certificate on [PII].
[CUSTOMER][POSITIVE] That's right. Uh-huh.
[AGENT][NEUTRAL] Let me see if this has been completed.
[AGENT][NEUTRAL] OK, so this is what I'll do. Um, if you don't mind, I'm gonna place you on a brief hold, get a member of customer service on the line so that we can um rectify the premium and get that squared away. I believe you can do that over the phone, but I'm not sure I'm gonna ask her, um, but I do see the, the um request here. So let me get a member of customer service because that's the department that handles it, and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and before I do that, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Well I just know that it's um on bank draft and I just wanted to continue to be on bank draft.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] With the correct amount though.
[CUSTOMER][POSITIVE] For the new premium, uh with the correct amount, that's right.
[AGENT][NEUTRAL] OK, um, hold on one moment for me, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and thanks for calling APL and happy New [PII], but I'm still on the line though.
[CUSTOMER][POSITIVE] Happy new year to you too. OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is me in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm good. How are you?
[AGENT][POSITIVE] I'm doing good. Um, I just made a hub urgent in
[AGENT][NEUTRAL] The herbs
[AGENT][NEUTRAL] Um, can I give you the, can I give you the hub number? So basically, uh, well, you want the hub number or policy number or both?
[CUSTOMER][NEUTRAL] Uh, either one, it doesn't matter.
[AGENT][NEUTRAL] OK, um, policy number is 587-886.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Lois white.
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] The phone broke up, so if you said something, I didn't hear you.
[CUSTOMER][NEUTRAL] Um, I'm getting a team's call too. Hold on. All right, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, please see the attached respond to the original email.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So basically they've been, she's the husband, part two has been, has passed for 4 years now, but she's been paying couple all the time instead of individual. I don't see that we were told that he passed though, but
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They're trying to get it rectified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I've got it. I just, I'm so behind on everything and with it being the end of the year, it is crazy. Um, so yeah, I will have to fix the policy and change it to individual and she'll get a refund, um.
[CUSTOMER][NEUTRAL] For any amount over what she paid, was he the original? Let me pull up the policy.
[AGENT][NEUTRAL] It looks like she was, and he's #2.
[CUSTOMER][POSITIVE] She got you.
[CUSTOMER][NEUTRAL] Yeah, I'll have to just go in there and change it to individual and she'll get a refund all the way back to [PII] so I have to add up the premium and all that kind of stuff, um, but I'll send her a refund check in the mail.
[AGENT][NEUTRAL] What kind of, um, what kind of update should I tell her like, so she should be hearing back from us in like a week or so. The daughter is on the other line.
[CUSTOMER][NEUTRAL] Mm, what about, so is the insured with her?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, you can just go ahead and transfer them. Uh, has she been verified?
[AGENT][NEUTRAL] Yeah, I verified the, um, I verified the the pol[PII].
[CUSTOMER][NEUTRAL] OK. And did Ms. [PII] give us permission to speak with her daughter?
[AGENT][NEUTRAL] She has on a previous call, I didn't ask her again.
[CUSTOMER][NEUTRAL] OK, yeah, well I'll have to ask her again because we have to ask every time.
[CUSTOMER][NEUTRAL] Unless we have
[CUSTOMER][NEUTRAL] An authorization.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't see any notes with it. I just see that she gave us permission previously, which was on the [PII]. Um, just go ahead and transfer her and I'll talk to him and just tell him like what I'll, I have to do, um, because I have everything I need. I just haven't had a chance to get to it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, cause there's a lot going on, I understand, it's OK. Um, OK.
[CUSTOMER][POSITIVE] Mhm. Yes. Hopefully, they'll understand, but I'll get it done today and uh so I'll tell them that.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] What's the daughter's name?
[AGENT][NEUTRAL] Hold on, let me look at my notes.
[AGENT][NEUTRAL] [PII], I was gonna say [PII].
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] [PII], OK,
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][POSITIVE] Alright thanks [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Hey, thanks so much for holding. I have memory with customer service on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright y'all have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is