AccountId: 011433970860
ContactId: 94d01835-254f-4c3c-bbe5-dae26d04f9dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491130 ms
Total Talk Time (AGENT): 236894 ms
Total Talk Time (CUSTOMER): 151459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/94d01835-254f-4c3c-bbe5-dae26d04f9dc_20250509T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], it's [PII] on the care team. I have a son on the line. His mother has passed away, um, and, um, I, I instructed him we do need a copy of the death certificate in order to, you know, get this policy changed because the, it's a cancer policy and the father is still actually alive and he, I think they want to continue the policy, um, but the, the mom, the insured has passed away.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so, uh, could you, would you be able to give him some information about how that portability looks like once we receive the death certificate?
[AGENT][NEUTRAL] Oh, let me look at the policy first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policy is 102-278-0.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And they will like it, like to continue it, um.
[AGENT][NEUTRAL] Just for the father or still for the dependence that they have.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I didn't confirm on the dependents. He said for sure on the father, um, but I guess he was curious about how does the premium change.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, um, mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, I won't have access to the premium right now, but yeah, I can talk to him. You can go ahead and send him over.
[CUSTOMER][NEUTRAL] And would you
[CUSTOMER][NEUTRAL] OK, and then I'm gonna introduce you, you said [PII], right?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, and the son's name is [PII], same as the father. So I've got [PII] on the line and I'll introduce you and then I'll release the call.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK [PII], I've got [PII] on the line in customer service and she can give you some general information about how the policy could continue.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, good afternoon, [PII]. This is [PII].
[CUSTOMER][POSITIVE] Hi, how are you today?
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you.
[CUSTOMER][NEUTRAL] I don't know if she gave you a little bit more of uh some insight.
[AGENT][NEUTRAL] All right. Mhm.
[AGENT][NEUTRAL] Yes, about the policy. Um, unfortunately, I won't have access to the premiums right now and see how much the difference will be, uh, once the policy, um, removes your mother and all the documentation has been received. Um, as for the portability, if your father would like to continue the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As it is, um, all that he needs is to on the letter wherever, um, we get sent the death certificate, the copy, or if it gets sent by email, you can always just write down that you would like to continue the policy, um, and that's the only requirement we have. Um, once one of the things is processed, we will go ahead and release the, the rest of the information.
[CUSTOMER][NEUTRAL] OK. Uh, can, can that information be faxed as well?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] For us to fax it to you?
[CUSTOMER][NEUTRAL] Like the death certificate.
[AGENT][NEUTRAL] 00, yes, does this, yes.
[CUSTOMER][NEUTRAL] Uh, no, uh, if I can check it.
[AGENT][NEUTRAL] Mhm. Yes, I can provide the fax number, um, I can provide the email or the mailing address, whichever you prefer.
[CUSTOMER][NEUTRAL] Um, if you can do the sacks, please.
[AGENT][NEUTRAL] The fax. All right. Let me know whenever you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sounds good. So [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][NEUTRAL] And then, so this is uh to send the death certificate, correct?
[AGENT][NEUTRAL] Yes, that is correct. Um, once the uh the certificate is received, um, if there is any unearned premium um paid, um, I will ask what is the date of her passing?
[CUSTOMER][NEUTRAL] OK, uh, do you, do you need that right now?
[AGENT][NEUTRAL] Um, yes, just to say, uh, let's say she passed away, um, in, um, March, then the April, mhm, the, the April month got paid, so we will be refunding that April payment and you will, um, there will be a check issued to the address that we have on file. That's as an example. um.
[CUSTOMER][NEUTRAL] The dish
[CUSTOMER][NEUTRAL] Oh, got you. Uh, let me just double check the death certificate.
[CUSTOMER][NEUTRAL] Um, is there anything I need to put like on the cover for the, for the fax, or?
[AGENT][NEUTRAL] Um, attention, American public life.
[AGENT][NEUTRAL] And list the policy number.
[AGENT][NEUTRAL] I can provide you the policy number if you don't.
[CUSTOMER][NEUTRAL] Would you be able
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, um, that will be 10.
[AGENT][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 10
[AGENT][NEUTRAL] Mhm, 22.
[CUSTOMER][NEUTRAL] 22
[AGENT][NEUTRAL] 780.
[CUSTOMER][NEUTRAL] Just 102-2780.
[AGENT][NEUTRAL] Yes, and you can list the, the name of the insured um and say that the policy would like to be continued under um let's see.
[AGENT][NEUTRAL] Uh, Mr. [PII] for him to be the, the new policy holder.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And from there on we will be corresponding to that. Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK one second because um
[CUSTOMER][NEUTRAL] And find the death certificate. One second.
[CUSTOMER][NEUTRAL] So it would be um uh [PII] of this year.
[AGENT][NEUTRAL] Then, yes, um, there, there, there will be um a refund that will be issued for that difference in premium that was paid.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Now, now, uh-huh, and now if the policy is not to be continued then we will be refunding the whole premium paid for April. That is depending on on what y'all decide to do. Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. So, so once I get that in, um.
[CUSTOMER][NEUTRAL] Would it automatically change the the premium amount for, for, for him?
[AGENT][NEUTRAL] Um, yes, if he decides to continue, yes, that will be, um, that will be changed. That's why you need to state that, um, you will, uh, your father will like to continue the policy because if there's no statement that the policy would like to be continued, it will be automatically canceled or once it gets processed, it will be canceled. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Alrighty, so it would just be up to me, um, once it gets canceled to see if I wanna continue paying it with a new premium.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Yes, that is correct.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Sounds good thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] I think I got everything in there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.