AccountId: 011433970860
ContactId: 81ed3b81-ac6b-466c-b646-fdc622448f07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368920 ms
Total Talk Time (AGENT): 166871 ms
Total Talk Time (CUSTOMER): 74427 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/81ed3b81-ac6b-466c-b646-fdc622448f07_20250206T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check on a policy and make some changes to it.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with your policy, and are you the insured or you're calling from a group?
[CUSTOMER][NEUTRAL] And it's for my mom.
[AGENT][NEUTRAL] OK. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] 00506321
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK. And what's your mom's um first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said the um the policy number is 00506321?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The reason I'm asking is because this is pulling up a different.
[AGENT][NEUTRAL] Totally different names, um.
[AGENT][NEUTRAL] I can maybe look it up with the social to see.
[CUSTOMER][NEUTRAL] OK, let's see if we can do that. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment. Here she is.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. It just populated on 7.
[AGENT][NEUTRAL] And I'm waiting for it to come up now.
[AGENT][NEUTRAL] So 727.
[AGENT][NEUTRAL] OK, so what type of changes did you need to make on the policy?
[CUSTOMER][NEGATIVE] She passed away.
[AGENT][NEUTRAL] OK, when, um,
[AGENT][NEUTRAL] Like recently?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, um, so you're wanting to, well, first, I'm sorry to hear about your loss. Um, I will, if there's anything we can do, we'll be more than happy to help you. Um, are you wanting to like see what you need to do about the policy and if things need to be filed or anything?
[CUSTOMER][NEGATIVE] I don't think there's anything. I think all she's got is a cancer policy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and there's nothing to file on it. I just need I I'm assuming she's still paying premiums every month.
[AGENT][NEUTRAL] Mhm. So you just want to um cancel, I mean, you know, close the.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Like we just need to cancel it.
[AGENT][NEUTRAL] OK, and um, [PII], if you don't mind, I'm just gonna place you on a brief hold and get a member from customer service on the line. That's the department that like puts the policies together terms, um, we'll let you know about the premium and canceling. Um, before I do that, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it just that that's all she's got the one policy. Do you have the policy number?
[CUSTOMER][NEUTRAL] Since obviously what I've given you.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] I'm gonna tell customer service to give the policy number since I didn't verify, but due to why, um, they'll just be able to give you everything once they cancel it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're very welcome. Well thank you for calling APL and hold on one moment, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. Um, I have a member's daughter on the other line. Um, the member passed away [PII].
[AGENT][NEUTRAL] Um, and she's wanting to
[AGENT][NEUTRAL] know what to do about the policy, if she, if she can file. She says she's not sure if there's anything she can file for and um to talk about canceling.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] And the premium.
[AGENT][NEUTRAL] It is 717.
[AGENT][NEUTRAL] 273.
[CUSTOMER][NEUTRAL] What's her name?
[AGENT][NEUTRAL] Um, the daughter is [PII].
[CUSTOMER][NEUTRAL] Can you verify the primary insured?
[AGENT][NEUTRAL] No, I haven't verified anything. She's not on the policy. She was calling to let us know she passed away.
[CUSTOMER][NEUTRAL] OK, and what's her callback number?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][POSITIVE] OK. I'm ready. Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[AGENT][NEUTRAL] Hello, Ms. [PII].
[AGENT][NEUTRAL] Uh oh. Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]