AccountId: 011433970860
ContactId: 7d800e9d-c3fa-4572-85e7-b63be181c8b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228970 ms
Total Talk Time (AGENT): 89011 ms
Total Talk Time (CUSTOMER): 128648 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/7d800e9d-c3fa-4572-85e7-b63be181c8b9_20250102T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a, um, well, it's the daughter of one of the members on the line and that she passed away, and it looks like the husband is also listed but he passed away as well, so they're both, um, passed away, um, and she's wanting to cancel the policy. Let me give you the policy number. It's 81869.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 81869.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me just a second to pull up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, [PII], mhm.
[AGENT][POSITIVE] All right, I got it you can send her over.
[CUSTOMER][NEUTRAL] OK, and I got Miss [PII] on the line.
[AGENT][NEUTRAL] Oh, can you repeat her name?
[CUSTOMER][NEUTRAL] It's in it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then, all right.
[CUSTOMER][NEUTRAL] Mhm. OK. You're ready for her?
[AGENT][NEUTRAL] Oh, wait, the callback number, would it be the same she's calling from?
[CUSTOMER][NEUTRAL] Oh, it will be, uh, I know, I got it, um, [PII]. Yes, mhm.
[AGENT][POSITIVE] All right, got it. Thank you.
[CUSTOMER][POSITIVE] OK. You're welcome. Here she comes. Have a good day.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me. I got Ms [PII] on the line and she's gonna assist you from here, Miss.
[CUSTOMER][POSITIVE] Oh, OK, thank you. You're welcome. You're welcome.
[AGENT][NEUTRAL] Good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] Well, hello, how are you today?
[AGENT][NEUTRAL] Hello, I'm doing good. Uh, I was just advised that um you would like to cancel your mother's policy. Is that correct?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Well, well, she passed away on [PII], so yes ma'am, uh, we, uh, no, no longer in need of it.
[AGENT][NEUTRAL] All right, Ms. [PII], um, so what we would need in order to cancel the policy, um, will be a copy or a picture of her death certificate, um, and we will be using the date, um, from that, from there to go ahead and cancel the policy and give the premium back um if any was paid. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, well, I've got your address, uh, and I've already, I've been doing the paper filings for her and I asked the other attendant, she was under hospice care for the last 8 weeks of her death, and I'm sure there's gonna be some final bills through Medicare, so, and I believe the, the cancer policy covers hospice care, so I may be filing one more claim uh for her, uh, after I get the final bills in and she said that would be OK.
[AGENT][NEUTRAL] Mhm. Yes, that is, that is OK.
[CUSTOMER][NEUTRAL] OK, all right, well, just to, I don't have, I don't have a death certificate yet and uh I'm, I'm, I've been expecting it any day but with the [PII] holidays, I guess it things got slowed down, so, uh.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Yes, yes, everything is a little bit more tasty.
[CUSTOMER][NEUTRAL] So as soon as I get that I will get that in the mail to you and we can get that premium canceled.
[AGENT][POSITIVE] All right. Yes, and in the case we have um any payment received after her date of death, uh we will go ahead and reimburse that money back.
[CUSTOMER][POSITIVE] OK wonderful and your name was [PII], is that correct?
[AGENT][POSITIVE] Yes. Yes, that is correct.
[CUSTOMER][POSITIVE] Oh, right, [PII], I like to write down who I talked to and the date, so I'll remember next time. OK, thank you so much, [PII], and I'll get that to you as soon as I get it.
[AGENT][POSITIVE] Thank you very much for calling APL. I hope you have a nice day, is it.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.