AccountId: 011433970860
ContactId: 7d9fd06f-724a-4298-89d0-0151c8ab0dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744710 ms
Total Talk Time (AGENT): 237464 ms
Total Talk Time (CUSTOMER): 229103 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7d9fd06f-724a-4298-89d0-0151c8ab0dbc_20250108T15:24_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]. How are you today?
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. This is all. Um, I have a, um, OK, I have the son of an insured that passed away and um he's trying to stop the draft and cancel the policy, but he has not sent the the certificate yet, so, um, I guess we just need to do probably a temporary stop on that draft, but, um, the policy number is 614373.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I got Mr.
[CUSTOMER][NEUTRAL] Body, I think that's how you say it, unless it's [PII], but I, I rather say [PII], um on the line. I'm sorry.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] At least by his last name probably.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, gonna pull it up really quick and see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm OK. And he gave me the social and the address for verification for the, the mom, and she's the one that recently passed. Um, so I was able to find it like that, OK. And um I have a callback number of [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And let me know when you're ready.
[AGENT][NEUTRAL] It's the sun, right?
[CUSTOMER][NEUTRAL] Yeah, the sun. Mhm.
[AGENT][POSITIVE] All right, I am ready. You can send him over.
[CUSTOMER][POSITIVE] OK dokey, here he comes. Thank you. You're welcome. Have a good day.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me um I got Miss [PII] on the line she's in the customer service department and she's gonna assist you from here. Yes ma'am. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hello, good morning. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Everyone.
[CUSTOMER][NEUTRAL] Alright, give me one second, man, man, I, I got a bro.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Alright, OK, yes, I'm sorry about that, ma'am.
[AGENT][NEUTRAL] Hello, mister. Oh, all right. Can you hear me very well?
[CUSTOMER][NEUTRAL] 30, yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, I'm so sorry for your loss, Mr. Body. Um, uh, I was just advised that your father passed away. Is that correct?
[CUSTOMER][NEUTRAL] No, my father's passed away several years ago. My mother just passed away on the [PII], and I was looking at her account and it shows that, uh, a, um, deal was taken out today I believe and um so I was trying to, um, I didn't know what it was because we've been trying to find any policies or anything that she has.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And um so I was just giving you a call because I guess this one's gonna need to be canceled or or whatever.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. So from what I can see, it is um correct that the policy is still active um and we are only able to cancel it once we receive the death certificate. Um, I will say that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Somebody call [PII].
[CUSTOMER][NEGATIVE] OK, I'm waiting to get those from the funeral home because she just died on the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, would it be, let me ask you this, would it be easier for me to contact my bank and just
[CUSTOMER][NEUTRAL] Start, um, because if I'm gonna have to close down her account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So would I still need to send y'all something?
[AGENT][NEUTRAL] Um, let's see really quick.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it was being paid from her account. Yes, I, I would think it would be easier if you um probably put a block on to the account so we don't charge, um, any other month. Um, I will say that since this month is not, um, since this month is already paid, we will not charge until February, but the thing, um, I wouldn't think that it will take more than a week until we receive the paperwork, so, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] From the bank or?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, from you. If we receive the death certificate within a couple of days or a week, um, we won't be drafted for the next month. Um, as you stated before, what I see here, um, your father was a policy holder for this, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For this, yes, for this uh policy.
[CUSTOMER][NEGATIVE] Well, he died
[CUSTOMER][NEUTRAL] He died several several years ago.
[AGENT][NEUTRAL] Um, we would have to review as how um we will be providing back the money that has been paid on for the unearned premium, um, so we will be requesting probably both of the death certificates from your father and mother.
[AGENT][NEUTRAL] So we can review um how is this gonna go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] This policy with all my dad and not my mom.
[AGENT][NEUTRAL] I'm sorry, I couldn't hear you very well.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] But this policy on my father or on my mom?
[AGENT][NEUTRAL] Oh, we have both listed. It was the family, uh, coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So my, my mom died on the [PII].
[CUSTOMER][NEUTRAL] And then my father.
[CUSTOMER][NEGATIVE] Passed away on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My father passed away in [PII].
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] OK, that
[AGENT][NEUTRAL] Let me review something really quick if this policy because we.
[CUSTOMER][NEUTRAL] So when I get
[AGENT][NEUTRAL] I'm not able to see when if this policy was transferred directly to your mom or not, um.
[AGENT][NEUTRAL] I will have to review that and it will take me about a minute or two.
[AGENT][NEUTRAL] Um, would you like me to do that so I can provide the correct information?
[CUSTOMER][NEUTRAL] Yeah, I get it.
[AGENT][NEUTRAL] All right. Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I see get that taken care of, I guess I'm, I guess my mother can do it so.
[AGENT][NEUTRAL] All right, I'm gonna go ahead and place you on a brief hold and I'll be back in just a minute.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Mr. [PII]. Um, this is, I am back. I was able to find information that um we will probably go back and canceling the policy, um, since the day that your father passed away. So we will be requesting um death certificates from both um to look about um how we will be going to, um, with those refunds.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, how, um, how do I need to get those to you because I, I just filled out the online paperwork for the crematorium, um.
[CUSTOMER][NEUTRAL] But I don't know if you think that that would might take 7 to 14 days.
[CUSTOMER][NEUTRAL] Um, 11.
[AGENT][NEUTRAL] Oh sorry, sorry, can you repeat that? I can't hear you very well.
[CUSTOMER][NEGATIVE] So my mom died on the [PII] and we filled out the paperwork with the crematorium and they said it should take 7 to 14 days. So once I have them, how do I get them to you properly?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, you can fax um them to us. You can mail them or you can email them to us. uh, which method would you prefer? I can, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have, I have um.
[CUSTOMER][NEUTRAL] What what what email do I send them to?
[AGENT][NEUTRAL] Um, that will be care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so when I fax them, do I need to call y'all back?
[AGENT][NEUTRAL] Um, no, we will be, um, I believe we will be reaching out to you, um, since we will have to review the dates and everything, um, and we will be confirming once it's processed.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right well I appreciate it.
[AGENT][POSITIVE] Oh, you're very welcome. Is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] I think that's everything.
[AGENT][POSITIVE] Alright well thank you for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Thank you.