AccountId: 011433970860
ContactId: 8a283894-2e0e-4253-b74a-d4a2ab6b1571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429869 ms
Total Talk Time (AGENT): 203603 ms
Total Talk Time (CUSTOMER): 138943 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/8a283894-2e0e-4253-b74a-d4a2ab6b1571_20250528T16:39_UTC.wav
--------------------------------------------
[CUSTOMER][NEGATIVE] So very tired.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Um, I need to change my insurance. Um, there, I had my wife on my insurance and she, she died Saturday, so I have to have her removed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'm so sorry to hear that. Um, can I please, um,
[AGENT][NEUTRAL] Get your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] And then, um, what is your, your policy number, please?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, 02475724.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling because you're needing to remove your spouse from your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number, and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy for me and let me take a look at it real quick.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I do show that you're still with your group management analysis and utilization, is that correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, I do believe. I'm not so sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, and it's through your, I'm gonna have to transfer you over to benefits and a card so that they can help you as far as, um, getting your policy changed.
[AGENT][NEUTRAL] I'm going to give you that number just in case the call gets disconnected while I'm transferring you that way you also have it OK? It's going to be, do you have a pen and paper?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I can't.
[CUSTOMER][NEUTRAL] Hang on, uh.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's called
[AGENT][POSITIVE] But I'm gonna go ahead and transfer you so that they can help you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can help you with before we go, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, would you be able to know if we have like a life insurance policy or anything?
[AGENT][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. You do have a life insurance policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Uh, and I had it against her as well.
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes ma'am, she is on your policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, what would need to be done to, I guess, I, I guess to cash that out.
[AGENT][NEUTRAL] Well, what you'll need to do is, um, send in her death certificate to us.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And also go to our website. I'm gonna give you the website information so that you can um get a loss of life claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is, is it [PII]?
[AGENT][NEUTRAL] [PII], yes, and when you click on your group term life insurance policy, you'll need to um fill out the loss of life claim form.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just go there and do the laws of that time.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] That's correct. And then, um,
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] After that,
[AGENT][NEUTRAL] You'll send it in, um, you'll upload it into through the online service center you'll get a confirmation number stating that we have received the information.
[AGENT][NEUTRAL] But that death certificate will also need to be sent in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I'm waiting for, I mean, she, she just passed on Saturday. She's been she's been cremated, so I don't know how long it's gonna take to get all that.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Yes ma'am, yeah, it does take them a little while to get that all together for you but it's OK because you don't have to do it right away. There's not a timely filing limit or anything like that so just when you're ready you can go ahead and do it, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Alright, well, I'm gonna go ahead and transfer you on over to benefits and a card so that you can talk to them about um changing your policy, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, and that's everything. Is that correct that I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, ma'am, that was everything.
[AGENT][POSITIVE] OK, well, you, um, you take care and we thank you so much for calling APL.
[CUSTOMER][POSITIVE] Yes, ma'am. I'm, I'm trying, thank you.
[AGENT][POSITIVE] Yes ma'am, you're welcome.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] OK, I'm still transferring you. I just don't want you to think I hung up.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Really.