AccountId: 011433970860
ContactId: 7b717c1d-1bc4-4bbd-8aab-fc097550f72b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229830 ms
Total Talk Time (AGENT): 152214 ms
Total Talk Time (CUSTOMER): 45524 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/7b717c1d-1bc4-4bbd-8aab-fc097550f72b_20250224T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the claims department. How are you doing?
[AGENT][NEUTRAL] I'm fine, Ms. [PII]. How are you, dear?
[CUSTOMER][POSITIVE] I'm doing OK.
[CUSTOMER][NEUTRAL] Um, so I have, um,
[CUSTOMER][NEUTRAL] A POA wanting to um cancel the policy for.
[CUSTOMER][NEUTRAL] Their parents, well, the mother.
[AGENT][NEUTRAL] OK, what's that policy number, dear?
[CUSTOMER][NEUTRAL] 112479.
[AGENT][POSITIVE] Yeah, let's see, hopefully they're listed.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] So she has listed a goody goody goody.
[AGENT][NEGATIVE] Sorry for my lack of enthusiasm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, so [PII] and, and [PII] are the
[AGENT][NEUTRAL] Legal, legal peak power of it. OK. OK. All right, put Mr. [PII] on. Did you verify anything?
[CUSTOMER][NEUTRAL] Yes, so it was transferred to me from the care team. No. Yes, um, I can give you the callback number if you, um, with that.
[AGENT][NEUTRAL] OK, so they verified it. I get it.
[AGENT][NEUTRAL] [PII]. I just copied it. Hopefully I won't copy something else over it, but I got it.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, dear.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] Good, good, good. So, uh, Ms. [PII] tells me that you're calling today to cancel the policy for Ms. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and let's see, we so, oh, you're calling just right in nick of time because it's about the draft again, um, or it would have this coming weekend. So let's see, did Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, she did.
[AGENT][NEUTRAL] All right, um,
[AGENT][NEUTRAL] What was, what was her, what was the date that she passed?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so she just, oh bless you, goodness, OK, so we will get her canceled. I was gonna say, you know, you could always submit. I know some people call in 2 or 3 months later and if they submit a, a copy of a death certificate and there's any refunds she, you know, that's we'll need that.
[AGENT][NEUTRAL] But if you like, you can still submit it in since I don't know if they refund a half a month or not. I'm not sure how that works, but.
[AGENT][NEUTRAL] If you'd like to, I can give you the email where you can submit a copy.
[CUSTOMER][NEGATIVE] I, I just want it canceled.
[AGENT][POSITIVE] OK, dear. OK. Well, I'm so sorry to hear about Ms. [PII]'s passing.
[AGENT][NEUTRAL] So, alright, so I do have the policy canceled. Please watch the account make sure it does not draft. I will have a note here that you did call in here to cancel the policy and should it draft for any reason, which it should not, please give us a call immediately.
[CUSTOMER][NEUTRAL] Is there any kind of email or confirmation that you're going to send?
[AGENT][NEUTRAL] OK, I can do that. I can send you a confirmation email.
[AGENT][NEUTRAL] Alright, I will get that sent out to you just shortly and do keep that email as well, OK?
[AGENT][NEUTRAL] Alright, so Ms. [PII], we have this canceled. Is there anything else we can assist you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Well, thank you for calling APL again we're very sorry to hear about your mother's passing.