AccountId: 011433970860
ContactId: 833b263a-fcf4-40ed-859b-6ebab236aa4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362140 ms
Total Talk Time (AGENT): 168823 ms
Total Talk Time (CUSTOMER): 182587 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/833b263a-fcf4-40ed-859b-6ebab236aa4e_20250205T17:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Hey sweet fan.
[AGENT][NEUTRAL] Hey [PII], how are you?
[CUSTOMER][POSITIVE] I'm good, thank you. How are you doing?
[AGENT][NEUTRAL] I'm here, girl, but
[CUSTOMER][NEUTRAL] I hear you go.
[AGENT][NEUTRAL] At least I'm accounted for, so.
[CUSTOMER][POSITIVE] That's right. President and accounted for whatever that means.
[AGENT][NEUTRAL] Right. What you got for me this morning?
[CUSTOMER][NEUTRAL] Policy number 83537.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 835.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] It was for [PII], but I've got [PII] on the line.
[CUSTOMER][NEUTRAL] And I've got a callback number.
[CUSTOMER][NEUTRAL] For Mr. [PII], it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And he did receive the refund check um for premium unearned premium, but he was like, how did I get that and
[CUSTOMER][NEUTRAL] Just wants to, he said, I'm old, but I have no idea how I'm associated with a life policy or anything like that.
[AGENT][NEUTRAL] It's not a life policy, it's a cancer policy.
[CUSTOMER][NEUTRAL] I know, but he just needs a little more information on why he received that check.
[AGENT][NEUTRAL] Uh, so he's.
[AGENT][POSITIVE] OK. I can help them send them to me. Thank you.
[CUSTOMER][POSITIVE] I appreciate it. You have a wonderful day. I, I, I'm transferring it because I don't know if he's gonna have any future questions or anything. But let me get him on the line. I appreciate you, [PII]. You have a good day.
[AGENT][NEUTRAL] You do the same.
[AGENT][POSITIVE] No problem. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I do have [PII] on the line and she's going to assist you with further information regarding that, um, check that you received.
[CUSTOMER][POSITIVE] Thank you very much. Thank you, sir. You have a wonderful day. Mhm.
[AGENT][POSITIVE] Good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Oh, that's fine, but you can, but if you're gonna call me by my last name, my last name is [PII].
[AGENT][NEUTRAL] [PII], OK. All right. Well, thank you for that, Mr. [PII]. So I've got your information pulled up and it looks like you're getting a refund of overpaid premium for [PII]. Um, her policy was canceled.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] For oh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, for, for, for [PII]. OK, that was my mother. OK.
[AGENT][NEUTRAL] No, I'm sorry. It wasn't [PII]. I'm sorry. These notes are a little bit.
[AGENT][NEUTRAL] Let me see. We got a death certificate and that's why you're getting that, but let me see who it was um.
[CUSTOMER][NEUTRAL] And, um, it might have been for my wife, [PII]. She, she died in [PII], [PII] or [PII].
[CUSTOMER][NEGATIVE] Now, my mother died. My, my.
[AGENT][NEUTRAL] OK, so [PII] is your mom, and who's [PII], that's your dad?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, [PII] was my father. He died in [PII]. [PII] was my mother. She died last March, about 11 months ago.
[AGENT][NEUTRAL] OK, give me just a second. Let me look at the details. Bear with me. I apologize.
[CUSTOMER][NEUTRAL] Sure, no worries. I should, I mean, this is just kind of a surprise to me that I pulled this out of the mail from a company that I've never heard of.
[AGENT][NEUTRAL] Well, it was a policy for Ms. [PII] and your dad was covered. It was cancer policy and
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] It looks like your sister inquired about the details on it, and they added you and your sister as beneficiaries to the policy. Give me just
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK. All right, that, now that starts, that's starting to make sense. Yeah, my sister's name is [PII]. OK, very good.
[CUSTOMER][NEUTRAL] All right, so my sister inquired about it and, and it turns out, so what I, what I'm hearing.
[CUSTOMER][NEUTRAL] is that it turns out that my mom and dad had added my sister and me as beneficiaries of the policy. And so, and so, so there's
[CUSTOMER][NEUTRAL] You know, the refund of the coverage from April through November and so I'm, this is the refund check that I'm getting because of that unearned premium, is that correct on, on my, on the premium on my mother, is that correct?
[AGENT][NEUTRAL] That is correct. I just was able to pull it up. So it looks like we received Mrs. [PII]'s death certificate, and we split the premium between you and your sister. So that's why you're getting that because um we don't refund March cause we don't do prorated, but we did refund from April until now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And the difference is what was sent to you guys. So that's why you're getting that and I do apologize for the confusion. I had to just go through some documents to make sure I was telling you correctly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, no, I appreciate the research. Uh, that's, that's perfectly fine. Um, I was just surprised and in fact of the matter is, um, unless I don't remember correctly, I don't think my sister told me this was coming, so.
[AGENT][NEUTRAL] Yeah, and normally, if there, if someone passes away and there is um siblings more than one, we ask for the information so we can make sure we equally divide the, the reimbursement to you guys. Um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Most of the time we don't do it unless it's over $300 but in this case, it was under a little bit under, and it must have been that she did some research on it because she added you guys as beneficiaries. So the only way that would have been able to be done is if your parents had listed you guys as beneficiaries initially, so that's why you guys were.
[CUSTOMER][NEUTRAL] Uh-huh. Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, all right.
[CUSTOMER][POSITIVE] OK, very good. They're very good. That, that, uh, that, uh, gives me some great information and kind of solves my mystery, and I appreciate your help on this.
[AGENT][POSITIVE] No problem at all, Mr. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, you've been very helpful today and I sure appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day as well.
[CUSTOMER][POSITIVE] Good day.
[AGENT][POSITIVE] Thank you. Bye-bye.