AccountId: 011433970860
ContactId: 7a101bd7-1d4a-4f17-af3a-7fbb6395cb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493359 ms
Total Talk Time (AGENT): 217297 ms
Total Talk Time (CUSTOMER): 137592 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7a101bd7-1d4a-4f17-af3a-7fbb6395cb90_20250509T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, uh, just wanted to get some information, um.
[CUSTOMER][NEUTRAL] So, here's the thing, uh, my mother passed away.
[CUSTOMER][NEUTRAL] And I've been looking into her account and I see that she's getting billed for, for your insurance. So I wanted to cancel that account, but I wanted to first know what that covers if, if I needed to continue to pay under my account or see what you know what what that is for.
[AGENT][NEUTRAL] OK. Do you have uh, what's her last name or social?
[CUSTOMER][NEUTRAL] I have her uh social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And last name is uh [PII].
[AGENT][NEUTRAL] OK, let me pull that up. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Um, do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK. And then could I get your first and last name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], last name [PII].
[AGENT][NEUTRAL] OK. And do you have a death certificate for her?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. Um, that's what we'll need is a copy of the death certificate. Um, if you could mail or fax that to us, that can initiate us getting this canceled. Um, I do show that
[AGENT][NEUTRAL] Uh, it looks like her, her spouse is on here.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] You, um, is, is he still alive?
[CUSTOMER][NEUTRAL] That's my dad.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, because this is like a, it's a group cancer policy, so, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it covers. Hold on just a second.
[AGENT][NEUTRAL] So he would still have the option to keep this policy if he'd like, um, once we receive that death certificate. So, um, let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, because it's got, it's got different benefits for cancer like um and this is not a guarantee of payment, it's a basic outline of the policy. So it pays out $20,000 per calendar year for radiation, chemo. Um, there's a benefit for a first occurrence of cancer that pays out $10,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, there's a benefit for heart attack, stroke, um, that if, if that's a first occurrence, it pays out 10,000. Um, so,
[AGENT][NEUTRAL] So like I said, it, it's an option if he wanted to keep it, he, he could, um.
[CUSTOMER][NEUTRAL] OK. And um, would, uh, once we get the um death certificate to you, would the payment be less? Is it's only him?
[AGENT][NEUTRAL] Uh, yeah, let me get you over to our customer service department if you don't mind, um, and they can talk to you about kind of what the process is there with the premiums and stuff, um, but did you have any other questions about the policy itself?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that would, that would be it. I just wanted to check what was that from and would they, uh, help me, let's say I do wanna keep it so they can change the payment method to mine?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][POSITIVE] But they'll be able to help me with that?
[AGENT][NEUTRAL] So are you wanting to like change the direct deposit amount, um, information like the bank information?
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Yes, because we're we're trying to cancel her her account, so I wanted to transfer all the payments that we still need to keep to mind.
[AGENT][NEUTRAL] OK, OK, um, yes, I can send, let me see, we can mail out a bank draft form because you'll have to fill that out, um, if you, if you wanna change the account so I can mail that to the address on file can you confirm what address that is?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. It's um [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] OK, and then is that [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, OK, I'll get the bank draft form mailed to you and then um let me get you to customer service and they can kind of help you give you some information about how the policy changes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good thank you I appreciate your time.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], it's [PII] on the care team. I have a son on the line. His mother has passed away, um, and I, I instructed him, we do need a copy of the death certificate in order to, you know, get this policy changed because the, it's a cancer policy and the father is still actually alive and he, I think they want to continue the policy, um, but the, the mom, the insured, has passed away.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so, uh, could you, would you be able to give him some information about how that portability looks like once we receive the death certificate?
[CUSTOMER][NEUTRAL] Oh, let me look at the policy first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, policy is 102-278-0.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And they will like it, like to continue it, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just for the father or still for the dependence that they have.
[AGENT][NEUTRAL] I didn't confirm on the dependents. He said for sure on the father, um, but I guess he was curious about how does the premium change.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right, um, mhm.
[AGENT][NEUTRAL] Yeah, would you
[CUSTOMER][NEUTRAL] Yes, I won't have access to the premium right now, but yeah, I can talk to him. You can go ahead and send him over.
[AGENT][NEUTRAL] OK, and then I'm gonna introduce you, you said [PII], right?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK. And the son's name is [PII], same as the father. So I've got [PII] on the line and I'll introduce you and then I'll release the call.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line in customer service and she can give you some general information about how the policy could continue.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you.