AccountId: 011433970860
ContactId: 856bb62b-69d2-428d-bb31-1e2dcc2f446a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339970 ms
Total Talk Time (AGENT): 136961 ms
Total Talk Time (CUSTOMER): 89826 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/856bb62b-69d2-428d-bb31-1e2dcc2f446a_20250106T21:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I am calling to, uh, report the passing of a policy holder.
[AGENT][NEUTRAL] OK, I can help you. What's your name.
[CUSTOMER][NEUTRAL] OK, um, the name on the policy is gonna be [PII].
[AGENT][NEUTRAL] OK, I need your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And your relationship to [PII]?
[CUSTOMER][NEUTRAL] The Daughter
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry to hear your pass this passing of your mouth.
[CUSTOMER][POSITIVE] Thank, thank you. Thank you.
[AGENT][NEUTRAL] And would you happen to have her policy number?
[CUSTOMER][NEUTRAL] No, honey, I don't.
[AGENT][NEUTRAL] OK, spell the last name for me for [PII].
[CUSTOMER][NEUTRAL] W oh, the last name [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII], OK, what's a good phone number, uh, hold on, in case we're just.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][POSITIVE] [PII], yes.
[AGENT][POSITIVE] Tea, OK. I left out the tea. Sorry about that.
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] Well then, what was her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the date of passing?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you may not have the, uh, a copy of the cert yet, but whenever you do, uh, get that over to us and we can stop the policy.
[AGENT][NEUTRAL] Can cancel the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I think this comes out of her account.
[AGENT][NEUTRAL] It does, it does, but we can't cancel it until we get a copy of the certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see, she had, she has 2 policies. Let me look at the other one.
[AGENT][NEUTRAL] And if there are any unearned premiums, they would be refunded.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just so you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Let's see, that's not what I want.
[AGENT][NEUTRAL] Looks like they were both cancer policies.
[CUSTOMER][NEUTRAL] OK, cancer policies.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's not a lot.
[AGENT][NEUTRAL] No. No.
[CUSTOMER][NEUTRAL] A life policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you still need a death certificate to stop.
[AGENT][NEUTRAL] To, to cancel the policies, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, what, where do I need to send that to?
[AGENT][NEUTRAL] You could email it to care team altogether.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Amub altogether, so that's Apple [PII], I, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me give you the policy numbers, um, [PII], you could put the policy numbers in the body of the email in the subject you can just put the death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in the body, put the policy number 426,540.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you repeat that? 526.
[AGENT][NEUTRAL] The policy, 426.
[AGENT][NEUTRAL] 540.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 4426.
[AGENT][NEUTRAL] And then 5 I'm sorry 426.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I, I, I probably said 5 a minute ago. I'm sorry. It begins with a 4, 426.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's OK. OK, 426. Uh-huh.
[AGENT][NEUTRAL] 540.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the second policy is 426.
[AGENT][NEUTRAL] 541.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much for your help.
[AGENT][POSITIVE] All [PII]. Anything else I can help out with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK, bye bye. Uh huh thank you. You too.