AccountId: 011433970860
ContactId: 8e5a1134-5db0-4007-b727-5017f08adec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535080 ms
Total Talk Time (AGENT): 236854 ms
Total Talk Time (CUSTOMER): 253846 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8e5a1134-5db0-4007-b727-5017f08adec5_20250422T22:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm calling for my mother [PII]. She passed away on the [PII], and y'all with, uh, drew a payment on the [PII], and so I wanted to see about getting that refunded, um, and also I'm not sure what the policy was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, um, and can you please give me your callback number, Ms. [PII], just in case our call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[AGENT][POSITIVE] Thank you, ma'am. And then also um can you please spell your first name for me?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Ms. [PII]. OK, thank you, Ms. [PII]. Uh, do you happen to have your mother's social security number so I can pull her policies in?
[CUSTOMER][NEUTRAL] [PII] can update from a.
[CUSTOMER][POSITIVE] thank.
[CUSTOMER][NEUTRAL] Uh, no, I can give you a birthday or address or a whole bunch of things, but I don't have that.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, let's, um, start by
[CUSTOMER][NEUTRAL] Um, actually, um, actually, Mommy, look in her phone, see if her social security card is in there.
[CUSTOMER][NEUTRAL] My granddaughter is looking on her phone, so let me, we're gonna check to see if it's in there. I haven't found it yet, so, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] And I'll definitely be able to help you with the policies, um, since she's passed away, and I'm sorry to hear she's passed away, but we'll make sure you get good help.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know what I mean.
[AGENT][NEUTRAL] Now I can try to look up her policy um if you can spell her first and last name for me, I could try to search by her name while you guys are looking for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. It's um it's [PII].
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me, let me search by her name while you guys are.
[CUSTOMER][NEUTRAL] And I don't say anything that has.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I just know the premium is $120 and some change. I don't know what it's for, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look.
[AGENT][NEUTRAL] OK and then what is um.
[AGENT][NEUTRAL] Your mama's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can you also verify her address for me?
[CUSTOMER][NEUTRAL] Um, it's, I think that one was probably coming to our address, which would be [PII]. And if it's not that, it was [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We have the [PII]. OK, in order for us to stop the um automatic bank draft, you'll need to send in a copy of her death certificate to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, once we receive the death certificate, any premium that was drafted after her passing, we will refund back.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK. And um is there a place I can email or text it to?
[AGENT][NEUTRAL] Yes, I'm gonna give you the email address.
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] It's, it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] There's no spaces, it's all together care team at [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and, um, and what was, uh, what was your policy for?
[AGENT][NEUTRAL] Uh, she has a cancer policy.
[AGENT][NEUTRAL] Um, let me look real quick. A cancer?
[CUSTOMER][NEUTRAL] I know she had, you just pay about $120 so.
[AGENT][NEUTRAL] A dental policy.
[AGENT][NEUTRAL] And a heart disease stroke policy.
[CUSTOMER][NEUTRAL] OK. Yeah, she um fell and hit her head, so I didn't know if she had an accident policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, ma'am. I don't see an accident policy for her.
[AGENT][NEUTRAL] It's just those 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um like I said, once we get that death certificate, we'll cancel her policies. I'm gonna put a note in here though that you called. Um what day did she pass away, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] [PII], my goodness. I'm so sorry.
[AGENT][NEUTRAL] I'm gonna put a note in here that you've called and that she did pass away on [PII] and that you are sending in her death certificate so that we can cancel her policies and refund premium.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will y'all just put it back to the to the bank account or will you mail it or how will it be refunded?
[AGENT][NEUTRAL] It'll be done by a check.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I check, OK, uh, let me give you my address, um, because that's where I need it set, not to the [PII]. It's um [PII].
[CUSTOMER][POSITIVE] Call pleasure, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And you spell it [PII]
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] OK, go again.
[CUSTOMER][NEUTRAL] No, it's [PII] OK, C O L C L E [PII]
[AGENT][POSITIVE] [PII] OK. [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, let me um put that down there as a.
[AGENT][NEUTRAL] OK, I'm gonna put that in the notes too.
[CUSTOMER][NEUTRAL] Now will it be made out to her or to her estate, or to me or how, what it will be made out to?
[AGENT][NEUTRAL] It depends on the amount of the of the um check because she has 3 policies and it'll be reviewed.
[CUSTOMER][NEUTRAL] Yeah, it's 120 is what it was.
[AGENT][NEUTRAL] OK, it will be reviewed um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause
[AGENT][NEUTRAL] Are you on the death certificate?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I'm the one is the, I'm on there as the one giving the information, yes.
[AGENT][NEUTRAL] As the informant, OK, it'll probably be mailed to the informant on the death certificate.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah, I just, I want, you know, if it was made out to her, you know, I haven't told the bank that she's passed. So I didn't want to have a problem passing it cause, you know, or putting it in her bank account, you know, uh, because I know when my dad passed, um, he got a check, and even though
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So, you know, he and mom had um had a joint account because she wasn't on that policy. He didn't have it where, you know, they could talk to her or anything on that policy, they wrote, you know, that it was a refund and they wrote it to my dad. And then we had the worst time trying to get that check cash. We ended up having to send it back, um, and to get them to, you know, and they ended up having to write it to mom.
[CUSTOMER][NEUTRAL] And the 4 kids and we all had to sign it. Yeah, it was just crazy. So like.
[AGENT][NEUTRAL] Oh my. OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] So, so I haven't told, I haven't told the bank, you know.
[AGENT][NEUTRAL] OK. OK. Well, I made good notes for you in here so that when we do get it, um, whoever receives it that does the counseling of the policy and then that's going to issue the check, they have good notes in there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. And I've got a, the death certificate already, so I'll go take a picture and get that sent over pretty quick.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. All right, Ms. [PII].
[AGENT][POSITIVE] Is there anything else I can help you with before we go? You're very welcome. All right.
[CUSTOMER][POSITIVE] Alright, thank you for your help.
[CUSTOMER][NEUTRAL] No. I think that's it. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK, well, you, uh, let me give you the policy