AccountId: 011433970860
ContactId: 7faa7359-b244-4603-97b1-f9c2160ca944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249919 ms
Total Talk Time (AGENT): 87741 ms
Total Talk Time (CUSTOMER): 115991 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/7faa7359-b244-4603-97b1-f9c2160ca944_20250616T13:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. This is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] with the APL care team. I have a Miss uh [PII].
[CUSTOMER][NEUTRAL] Uh, she was, uh, asking about her claim for her husband, but then she told me her husband passed away on Saturday, and I was wondering if you would be able to go over with her the documents that she will need.
[AGENT][NEUTRAL] OK, I sure can. Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's that policy number?
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 109.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And you said Ms. [PII].
[CUSTOMER][NEUTRAL] Right, the claim was under her husband [PII], but um he's, he's the one who passed away.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. OK. Yes, I can talk with her.
[CUSTOMER][POSITIVE] OK, thank you so much. And who am I speaking with?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, I'll introduce you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][POSITIVE] Yes ma'am. I have [PII] from customer service. She's gonna go over with you all of the documents you might need, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for calling.
[CUSTOMER][POSITIVE] Oh thank you, yes.
[AGENT][NEUTRAL] Hi Ms. [PII]
[AGENT][POSITIVE] Hi, this is [PII]. Um, [PII], just tell me about your husband. I am so sorry to hear that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] Um, now, uh, all that we will need is, um, a, a copy of the death certificate whenever you receive those to be able to remove him from the policy, um, and that will not affect any claims going on or anything like that. But to be able to remove him, we would need a copy of it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And I do show that it's paid to 61 right now, so you know.
[AGENT][NEUTRAL] We wouldn't need to issue a refund or anything like that. We would just need a copy of that to, to take him off the policy.
[CUSTOMER][POSITIVE] Oh, that's good I mean.
[CUSTOMER][NEUTRAL] You just need a copy of that. I just put one like by by him.
[CUSTOMER][POSITIVE] OK. OK. Perfect. OK. OK.
[CUSTOMER][NEUTRAL] I just heard.
[AGENT][NEUTRAL] Now do you need um like you can email that to us? Do you need that email address?
[CUSTOMER][NEUTRAL] OK, let me see. Oh, I think it is that the one that's uh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Secured, is it secured?
[CUSTOMER][NEUTRAL] The secured email.
[AGENT][NEUTRAL] Now that the email is care team.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have that care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am. And that is all that we will need and we need just the copy.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We can't do anything else for you, Ms. [PII].
[CUSTOMER][NEUTRAL] That's all I was needing.
[AGENT][POSITIVE] OK. And that will take care of it. I am so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK, OK, thank you so much, ma'am.
[AGENT][POSITIVE] Thank you. Thank you.
[CUSTOMER][NEUTRAL] OK, so I only see.