AccountId: 011433970860
ContactId: 90efffae-34bd-4e76-b1d8-1524790b57a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373399 ms
Total Talk Time (AGENT): 128795 ms
Total Talk Time (CUSTOMER): 208580 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/90efffae-34bd-4e76-b1d8-1524790b57a8_20250424T20:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling IPO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a, um, daughter of a member that passed on the line and she's trying to see, um, to see if she can stop the draft, um, but you can give her instructions, um, so she can send it. We don't have the death certificate or anything. And the policy number is 429726.
[AGENT][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the name of the daughter is [PII].
[CUSTOMER][POSITIVE] And the callback number whenever you're ready I can give you that.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], mhm.
[AGENT][NEUTRAL] OK, and her call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. You can transfer.
[CUSTOMER][POSITIVE] OK, you ready? OK, thank you. Have a good day. Good afternoon.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye. Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Um, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm OK. I'm trying to get a piece of paper so I can write down what we say because I don't have a real good memory anymore. Never was real good, but
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's for me. OK, and your name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Correct, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, now what you need?
[AGENT][NEUTRAL] OK, she was saying that we needed to cancel the policy, um, because your mother had died, had died.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yes, on [PII], can y'all put the money back that you drew out after February on March and April so far?
[AGENT][NEUTRAL] Um, well, what we will need is a copy of her death certificate, uh, just a copy. It does not need to be an original or anything, and send that in and we can refund any premium back too.
[AGENT][NEUTRAL] But we, we can't deposit it into her account, but we'll have to to mail a check.
[AGENT][NEUTRAL] So, so along with that.
[CUSTOMER][NEUTRAL] OK, when you mail a check, can you just make it payable to me then?
[CUSTOMER][NEUTRAL] I'm her daughter. I'm executor.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes ma'am, uh, just put your name and address, uh, along with it and so we'll know where to send it.
[CUSTOMER][NEUTRAL] OK, go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now do you, do you want me to, uh, uh, to mail it to you, the copy or do you want us to go online with you?
[AGENT][NEUTRAL] Uh, you can, you can email it to us or.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To upload a copy when we get one email it? OK, what's the email address? That's what I'm trying to think of.
[AGENT][NEUTRAL] Yeah, email it.
[AGENT][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] What is that email address?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, got you. OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Was this a life policy or a supplement policy?
[AGENT][NEUTRAL] This was a cancer policy.
[CUSTOMER][NEUTRAL] Cancer policy.
[CUSTOMER][NEGATIVE] I should have known that that's about how much my cancer policy. Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I knew she had that and she had a long term care policy and, you know, that kind of stuff and I don't know which one is what, you know. All right. And I send this uh copy of death certificate to here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With my name
[AGENT][NEUTRAL] And address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I do have the policy canceled so it won't keep drafting for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can, can you give me a policy number or something for I, I, I, where y'all know what it is when I send it because I don't, I don't know which one of these policies is yours.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it's 429.
[AGENT][NEUTRAL] 726.
[CUSTOMER][NEUTRAL] 429726 and that's the policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Correct. OK, now is there a phone number that's good to reach y'all back if, if I've got questions that my brain suddenly thinks of?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, should we ask for you or?
[AGENT][NEUTRAL] Uh, you can.
[CUSTOMER][NEUTRAL] To complicate matters.
[AGENT][NEUTRAL] Uh, yeah, you can ask for me. Uh, my extension is [PII] as well as, you know, when you dial in the [PII] number, uh, you can push in my extension.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. I appreciate you, [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] I don't know if I'm ever gonna get all this stuff straightened out.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] My brothers think I'm, my, one of my brothers thinks I'm going too slow on this stuff and the other one is kind of like, I know it takes time, you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I've been through all this.
[CUSTOMER][POSITIVE] I, I appreciate you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and I'm very sorry for your loss.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Yeah, me too. Yeah, I got so mad at that hospital for not taking better care of her. But, you know, I couldn't, I couldn't hold a gun to their head and make them do anything, I guess. I didn't have one to hold, but I wouldn't know if I'd had it, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I've been through that too. Yes, ma'am.
[CUSTOMER][NEUTRAL] I wish they would listen to her when she told him something, you know, I mean, you know, she's something.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Anyway, but thank you very much and you have a good day.
[AGENT][POSITIVE] Alright. You too. Thank you, Miss [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thanks, bye.