AccountId: 011433970860
ContactId: 908c39ae-6bfa-4f54-b9ab-f87e4ce1b1a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408660 ms
Total Talk Time (AGENT): 258374 ms
Total Talk Time (CUSTOMER): 168595 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/908c39ae-6bfa-4f54-b9ab-f87e4ce1b1a4_20250107T17:51_UTC.wav
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[CUSTOMER][POSITIVE] I'm sorry
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] May I stay with [PII]?
[AGENT][NEUTRAL] I'm sorry, um, you're wanting to speak to [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, is she there?
[AGENT][NEUTRAL] Yes ma'am, she's, no, ma'am, she is no longer with the company.
[CUSTOMER][NEUTRAL] OK, OK, um, my name is, OK, you can help me. My name is [PII] and I am the uh youngest daughter to [PII].
[AGENT][NEUTRAL] For a few years now.
[CUSTOMER][NEUTRAL] And my father had a uh policy with y'all. My father passed. He passed away on [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] And I'm trying to notify all of his insurances and stuff.
[AGENT][NEUTRAL] OK, Ms.
[CUSTOMER][NEUTRAL] I know y'all would probably need a certificate of death in uh certificate, but uh they told us at the funeral home they would be probably about a month before they, you know, everything got to us, but I'm just verbally letting everybody know.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] OK. OK. So first off, um, you're calling to notify us of your father's passing. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] OK. And Ms. [PII] my deepest condolences to you and your family.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] But yes ma'am I can help you as far as um explaining what will need to be done um first off what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have your father's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh yes, it's 591-800.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get his policy pulled up. Then I will have to verify several things with you first for security.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, if you could please verify your father's date of birth. You've already given me his name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you. And the home mailing address for him?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the phone number that we would have on file for him.
[CUSTOMER][NEUTRAL] Probably his home number [PII].
[AGENT][POSITIVE] OK. Thank you so much. So give me just a moment. And Ms. [PII], do you spell your last name [PII] or does it have an [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You did say [PII], correct? OK, thank you for repeating it. I'm sorry, Ms. [PII], but I have a cold or something and I, my ears are kind of stopped up, so sometimes the letters don't sound exactly like they would if I weren't dealing with this issue. So thank you for repeating that for me.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so yes, ma'am. Um, I will make a note, um, and you said that your father passed away on [PII]. Was that correct, of this year? OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] So I will make a note in the policy that regarding our conversation now um you will have to send in the death certificate in order for us to officially cancel the policy. Once you receive that, if you're able to email it, I will be happy to give you an email address that you can send that to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would just, OK, the email address is going to be care team so that's CARE.
[CUSTOMER][NEUTRAL] All right, what's your email address?
[CUSTOMER][NEUTRAL] [PII] is
[CUSTOMER][NEUTRAL] [PII]'m [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So again that is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And you and in your email just include the policy number and then ask, you know, just explain that the death certificate is attached.
[AGENT][NEUTRAL] And then we can process the official cancellation once that has been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And if you would like a confirmation, you know, if you would like a call Miss [PII] or a confirmation sent to you once it has been processed, you can include that in your email as well.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, let me ask you this, are y'all local?
[AGENT][NEUTRAL] Well, our corporate office is in [PII], but now we, I mean, we still have an office in [PII], but most everyone is a remote employee.
[CUSTOMER][NEUTRAL] I didn't know
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] We don't have our big office anymore.
[CUSTOMER][NEUTRAL] OK, I got you because I mean I could, I could bring it to the person that's why I was asking.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then ma'am, you would, yes, ma'am, you just email it to us to that email is how you would need to submit it. I mean, you can mail it in the mail or fax it, but there's not a place to, to drop it off.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So once we get it, then um then I'll just email it to [PII] put daddy's um put daddy's policy number on it and just have death certificate attached, correct?
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[AGENT][NEGATIVE] Correct, and just say, please, you know, please cancel.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Please, please cancel policy.
[AGENT][NEUTRAL] Right. And if you would, yes, ma'am. And if you would like to, you know, to receive a confirmation that that has been processed, once it has been processed rather, you can include that on there as well and how you would like to be contacted.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, again, is there anything else that I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, ma'am. I just, like I said, we were we were verbally trying to, to contact everybody that we knew, um, that daddy had policies with and you know, letting them know up front and um we'll be getting you know the information as soon as we get the certificates to y'all so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am, and I will make a note regarding our call and our conversation on his policy. So if you need to call back, my name is [PII].
[CUSTOMER][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] OK. Well, you're very welcome, Miss [PII], and again, thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You too, hon.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.