AccountId: 011433970860
ContactId: 8ed98892-17bd-4183-b803-aef337821299
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215759 ms
Total Talk Time (AGENT): 79484 ms
Total Talk Time (CUSTOMER): 84228 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8ed98892-17bd-4183-b803-aef337821299_20250103T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], I got a letter from uh [PII] in customer service.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] My name is [PII] is my name.
[CUSTOMER][NEUTRAL] And I got a, I got a 2 checks in the mail.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I, I don't know if.
[CUSTOMER][NEGATIVE] You all made a mistake or something. It's uh
[CUSTOMER][NEUTRAL] My sister passed away and it, it said, uh.
[CUSTOMER][NEGATIVE] It's uh unused funds.
[CUSTOMER][NEUTRAL] In a premium.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Uh, I don't know what.
[AGENT][NEUTRAL] Yes Mr. [PII], um, first, can you give me your callback number just in case our call is disconnected? I'll be able to return the call.
[CUSTOMER][NEUTRAL] OK. Call [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is the policy number that's on the letter?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] A, I mean, A as in apple.
[CUSTOMER][NEUTRAL] 0104367.
[AGENT][NEUTRAL] OK, let me look up that policy number real quick, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just gonna look at the notes real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm looking at the notes and it says that the reason why you received the check is because it's a refund of unearned premium received for October through December. So what that refund of unearned premium means is that was the premium that was paid on the policy after Ms. [PII] passed away.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So we had to refund the premium because she wasn't here with us to be able to use the policy, so it was paid after death.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So we had to give it back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what, what kind of policy was this?
[CUSTOMER][NEUTRAL] Oh yeah yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I got dogs barking.
[AGENT][NEUTRAL] I be like
[AGENT][NEUTRAL] It's a cancer policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, well, all I'd have to do is put them in the bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Uh thank you.
[AGENT][POSITIVE] All right, Mr. [PII], you have a blessed weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're welcome, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.