AccountId: 011433970860
ContactId: 825bebbd-064f-412e-b7c1-87ac97bdce2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302369 ms
Total Talk Time (AGENT): 179087 ms
Total Talk Time (CUSTOMER): 91207 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/825bebbd-064f-412e-b7c1-87ac97bdce2d_20250314T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hi, so, I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good, it's Friday.
[AGENT][NEUTRAL] Amen.
[CUSTOMER][NEGATIVE] Oh, but I feel exhay. I don't know why.
[CUSTOMER][NEUTRAL] Um, I have a member, uh, I have a POA on the line, and she's calling, she has called before. I think she called on the [PII], uh, to let us know about the passing of this member, but now she's coming back to cancel the policy. Um, the policy number is 649-684.
[AGENT][NEUTRAL] OK. 649-684.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And a POA.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] OK, so one of the insured passed away and now she's wanting to cancel the whole policy?
[CUSTOMER][NEUTRAL] Yes, Mr. [PII].
[AGENT][NEUTRAL] OK, Mr. [PII] passed.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, give me just a second, so.
[AGENT][NEUTRAL] I'm trying to pull up the actual POA or approval. I don't know if it's gonna be in here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because some POAs, um, cancellation of the policy still has to go through legal and sometimes they don't, so.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, and I see the POA in here, but I do not see an approval from legal telling us whether or not they can cancel.
[AGENT][NEUTRAL] So I'm gonna have to send a request to the legal department to cancel the policy and then call her back. Uh, did you get a callback number for, is this Ms. [PII] or [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Mhm. Yes. So the number is [PII].
[AGENT][NEUTRAL] And what's her callback?
[AGENT][POSITIVE] OK perfect thank you uh you can go ahead and transfer her over [PII] and I'll explain like what all I need to do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. All right. Thank you. Here she comes. Have a good weekend. Bye. Thank you.
[AGENT][POSITIVE] Thank you. All right. Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss Memory on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hi, OK.
[AGENT][NEUTRAL] Good. Um, so I was just going over the policy with [PII]. Um, I have your power of attorney paperwork. I just need to send the request through our legal department to cancel the policy. Um, do you mind if I give you a call back once I receive the OK from them?
[CUSTOMER][NEUTRAL] Uh, sure, how long will that take?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, it's a Friday. I'm fixing to send them the request now, so it could be, you know, a couple hours, and it could be Monday.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yes, ma'am, um, but I will call you back as soon as I get the OK from them to go ahead with the cancellation and then, uh, once it's canceled, you'll receive a letter in the mail, um, showing that it was terminated, OK?
[CUSTOMER][NEUTRAL] OK, you have my phone number and address?
[AGENT][NEUTRAL] Um, I have your callback number as [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. And the address I have, I'm assuming this is uh Ms. [PII]'s address, the um [PII].
[CUSTOMER][NEUTRAL] Yes, probably.
[CUSTOMER][NEUTRAL] Yeah, yes, yeah.
[AGENT][NEUTRAL] OK, the, the cancellation notice will go to that address. Is that address still good for her?
[CUSTOMER][POSITIVE] Yes it is yeah.
[AGENT][POSITIVE] OK. All right, perfect. All right, Ms. [PII]. Was there anything else I could do for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, that's all. Just give me a call back after it's all done.
[AGENT][POSITIVE] Yeah yes ma'am, as soon as I get it completed and the approval from legal, I will let you know, um, and in the meantime if you have any questions feel free to give us a call back um I do want to, uh, convey my condolences on your loss and please don't hesitate to let us know if you need anything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you all right bye bye.
[AGENT][POSITIVE] All right, Miss [PII]. Thank you. Have a wonderful day.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye-bye.