AccountId: 011433970860
ContactId: 89636142-78ea-4c52-bca4-9b6ebba294fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325700 ms
Total Talk Time (AGENT): 149533 ms
Total Talk Time (CUSTOMER): 157035 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/89636142-78ea-4c52-bca4-9b6ebba294fa_20250307T20:57_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing well how about yourself?
[CUSTOMER][POSITIVE] I'm good thank you it's Friday yay.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have a member on the line that she is um she's trying to send the payment in for her premium, but um she, she just let me know that the husband passed away and she wants to know if she send the death certificate is if that premium is gonna decrease or if it's gonna be changed any.
[CUSTOMER][NEUTRAL] Anyway.
[AGENT][NEUTRAL] More than likely it is, um, but her payment will still have to be paid. What's the policy number?
[CUSTOMER][NEUTRAL] OK. It's 769-815.
[AGENT][NEUTRAL] Yeah, we'll just have to refund once we get a copy of the death certificate. You said 76985?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] 769-881-5
[AGENT][NEUTRAL] 815.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me get it together. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that happens to me all the time.
[AGENT][NEUTRAL] If you want, you can go ahead and send her to me.
[CUSTOMER][NEUTRAL] OK. Yeah, so you can let her know and also um I don't know if she's gonna need anything else. I did ask for the death certificate, but I think that's all we're gonna need right now.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, that's all we need.
[CUSTOMER][POSITIVE] OK. So yeah, let me just put her in so you can tell her how um how it's gonna work once she's in it. OK, thank you. All right, here she comes. Have a good day.
[AGENT][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for Miss [PII]. I got Ms. [PII] on the line. She's gonna assist you from here. She's in the customer service department. Oh, OK, alright, thank you. You're welcome have a good day.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Got your information pulled up and the representative that transferred you stated that you were inquiring about a possible premium difference due to your spouse no longer being with us today.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, there will be a premium difference, um, simply because you'll be going from a family rate and even though it was just you and your spouse on there, we didn't have couple rates, but it does change to an individual rate. Um, what we'll need is a copy of the death certificate to officially change the policy and if there was an overpayment, we'll definitely review that and send that back to you as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK, so this payment, current payment is due on the [PII], so I should go ahead and send the full payment in along with the with his uh copy of his death certificate.
[AGENT][POSITIVE] Yes, ma'am. And what we'll do is we'll refund the difference. We generally refund the month following the date of death, um, and we'll also send you a letter confirming what your new rate is and that he has officially been removed, but I'm gonna suggest to go ahead and just send that in full. You do have a 30 day grace period, um, but just that way, there's not a discrepancy and we're not holding anything as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now let me ask you this, can I mail the, the, the death certificate and my bill in on the same envelope?
[AGENT][POSITIVE] Yes, ma'am, definitely you can do that. um, and all we need is a copy so you can keep the original.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I have a copy. I just didn't know if it would be.
[CUSTOMER][NEUTRAL] Legible, you know, some of those copies you make can hardly, I mean, this, this is a little tiny writing on the, even on the original. So I didn't know whether y'all would even be able to read the a copy or not, but I mean, I can send a copy and y'all can see if you can read it, I guess.
[AGENT][NEUTRAL] Well, do you feel like it's legible enough? If it's not legible enough and you wanna send us a physical one, we will send that back to you.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As long as we can read the data of death on there and his information as far as his demographics and I think sometimes there's an informant listed as long as we can see that information we'll be fine.
[CUSTOMER][NEUTRAL] Yeah, I think, I think so. It's a little dark, but the, the original copy is a little dark also. So um I'll send it in and um I mean, you can read his name on there and his, you know, date of death and all that is on there. So, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll send it in and then if it's not, if it's not legible enough for y'all, then I can send the other one or whatever, but.
[AGENT][NEUTRAL] We'll contact you if it's not readable in any manner. Um, we will reach out to you and what I'll also do, Miss [PII] is I'll notate our conversation just in case for whatever reason if we don't get a copy of the death certificate, we'll send a letter asking for one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right then. OK. Well, that answers my question and I appreciate it.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I think that's gonna be it.
[AGENT][POSITIVE] Thank you for calling APL, Miss [PII], and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][POSITIVE] Thank you. You too.