AccountId: 011433970860
ContactId: 84a2cda9-4882-420c-8740-18e88e09d5ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461859 ms
Total Talk Time (AGENT): 114482 ms
Total Talk Time (CUSTOMER): 107872 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/84a2cda9-4882-420c-8740-18e88e09d5ed_20250203T19:39_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. Uh, oh, when I was [PII], my husband had this dental plan and it was supposed to be put in my name, but I don't, I haven't used it. I haven't even gotten a new card. Um, this is for [PII].
[CUSTOMER][NEGATIVE] And I want to cancel it.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yeah, 613481.
[AGENT][NEUTRAL] And what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I do show [PII] as the policy holder.
[CUSTOMER][NEUTRAL] Yes, and he died in [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And he was supposed to be taken off of that.
[AGENT][NEUTRAL] OK. Have you submitted a copy of the death certificate?
[CUSTOMER][NEUTRAL] I don't know. That's a long time ago. But anyhow,
[AGENT][NEUTRAL] Yeah, I'm just seeing the note and at that time we requested a copy of his death certificate so that we can cancel the policy.
[CUSTOMER][NEGATIVE] And nobody told me. No one told me cause you would have gotten one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I just want to cancel this account since I haven't used it for that many years.
[AGENT][NEUTRAL] We can, but we'll need a copy of the death certificate. Do you have a copy?
[CUSTOMER][NEUTRAL] I don't know if I have any more, you know.
[CUSTOMER][NEUTRAL] I just don't know. I just, well, you know what? I'm changing banks, so if y'all try to take out any more from my checking account, it'll be closed.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you, you, are you saying that you're gonna go that route because you don't have a copy of the death certificate?
[CUSTOMER][NEUTRAL] I don't know if we're doing that right now. I've used so many of them I probably don't have any left.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So that's how we would be able to get the policy, uh, canceled.
[CUSTOMER][NEUTRAL] It was supposed to be put in my name at the time of his death.
[CUSTOMER][NEGATIVE] And nobody did, I guess, cause I never got a new card and never got anything. So I'm canceling it.
[AGENT][NEUTRAL] And that's fine. It's because we need a copy of the death certificate.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Honey.
[CUSTOMER][NEGATIVE] I just want to cancel. I don't want a death certificate. I don't want anything else. I just want to cancel it.
[CUSTOMER][NEUTRAL] Now, what are you gonna do?
[AGENT][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] Uh, excuse me, ma'am, give me just a moment because I don't know if we can cancel it without the death certificate. Give me one moment since you're not, give me one second, OK?
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'm waiting for a response, [PII], give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna get you transferred over to uh customer service. We will need a death certificate, but I'll let that, that area handle it for you. Give me one moment.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[AGENT][NEUTRAL] Memory, this is [PII]. Um, I have spouse of a deceased insured on the phone. Um, the policy number is 613481.
[AGENT][NEUTRAL] Should be for [PII].
[AGENT][NEUTRAL] Mystique
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And spouse is [PII], she's wanting to cancel the policy and I told her that we needed a copy of the death cert very persistent and [PII] said to transfer to customer service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because we can't cancel without the death certificate, right?
[CUSTOMER][NEUTRAL] Right, yeah, there's nothing we can do without that. She's gonna have to send that in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, very, OK. Um, she's very, very adamant and I know that, but, um, so I'm gonna transfer her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK dokey, uh, uh, is the callback number the same as on the screen?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, should be [PII]. Mhm.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] All right. Thank, thank you. Here she comes.