AccountId: 011433970860
ContactId: 9967296e-2858-4d83-ba27-3e4c995542a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595710 ms
Total Talk Time (AGENT): 181719 ms
Total Talk Time (CUSTOMER): 216498 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9967296e-2858-4d83-ba27-3e4c995542a9_20250603T18:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. This is [PII]. I am the executor of the estate of [PII], who's one of your customers. And I've got a reference number. He passed away in December. I contacted you in January, and I still have not heard back other than some emails. Um.
[AGENT][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just need to check and see what else is needed for me to file a claim.
[AGENT][NEUTRAL] OK, [PII], so you were the executor over an estate of an insured that has passed away, is that correct?
[CUSTOMER][NEUTRAL] See if you've got everything.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh, yes, ma'am. I can try and help you with this. And what was your last name again, [PII]?
[CUSTOMER][NEUTRAL] [PII]'m Mr. [PII]'s sister-in-law.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] They had no children, so.
[AGENT][POSITIVE] All right. And what is a good
[CUSTOMER][NEUTRAL] I'm the last man standing.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, I'm very sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so what is, um, what is a good call back number for you please, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And do you have his policy number?
[CUSTOMER][NEUTRAL] I believe I've got a reference number 241231.
[AGENT][NEUTRAL] OK, that's um
[AGENT][NEGATIVE] Mm, I don't, that's not, that's not gonna be, uh, that's not gonna be it. Do you know where that number came from?
[CUSTOMER][NEUTRAL] It came from, uh, he was paying $45.30 a month directly from his Wells Fargo account. And that was the only reference number we had.
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] OK. OK. What's his full social so I can try and look up his information?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. Give me a moment please.
[AGENT][NEUTRAL] See if I can locate the information under there.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, so it's not under his social, so let me try his name because if he had had the policy with us a long time.
[AGENT][NEUTRAL] Um, uh, that would be one reason that I probably could not locate. Uh-huh.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It takes a little longer. I'm gonna send out a search by the name, so just bear with me.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And I've got a, a birth date also.
[AGENT][NEUTRAL] Um, we'll get to that. I need to locate his policy first, and then, yes, ma'am, I will have to verify several things with you for security purposes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I believe I've located the policy. So if you could please verify his date of birth?
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][POSITIVE] [PII]. I'm so sorry. Can you repeat that?
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, so just bear with me a moment.
[AGENT][NEUTRAL] Has to.
[AGENT][NEUTRAL] It's just taking a moment, Mr. [PII] to pull up all the the information.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and then if you could please verify the home address that we would have had on file.
[CUSTOMER][NEUTRAL] OK, the, all of, uh, his mail has been coming to my address. His old address was [PII].
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] All right, so that's not the address that's on file. What is uh your address?
[CUSTOMER][NEUTRAL] Oh, so it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That's my address.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So let's see. OK, so I, I do show that this policy is no longer active, Ms. [PII].
[AGENT][NEUTRAL] It actually was termed as of [PII].
[CUSTOMER][NEUTRAL] OK. So what happened was y'all were
[CUSTOMER][NEUTRAL] You were dinging his account, and it was, it was.
[CUSTOMER][NEUTRAL] Stopped. I think the bank, the bank froze his account. So I contacted you then.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It was closed.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I've never received a refund check for the premium, but
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What was he paying for all of this time?
[AGENT][NEUTRAL] So there
[CUSTOMER][NEUTRAL] I don't even know what kind of it.
[AGENT][NEUTRAL] This was a had been a cancer policy that initially was in his wife's name.
[CUSTOMER][NEUTRAL] Um, no, it was a cancer policy. OK. I, I, you know, I've done all of this stuff and I, it would have been great if somebody had told me that in the beginning.
[AGENT][NEUTRAL] Mhm, right, it's not a life insurance policy.
[CUSTOMER][NEUTRAL] Alright, well, very good then so so then there's nothing else to be done on this account.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am. There is not. There is not. It's uh, this one is one that you can check off of your to do list. Yes, ma'am, your list.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] On my list, my list. Thank, thank you very much. I appreciate it, ma'am.
[AGENT][POSITIVE] Oh, you're very we[PII]. Certainly, you're very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right. Thank you. Bye bye now.
[CUSTOMER][POSITIVE] No, ma'am, that fixes me up and, and closes out my list actually. Thank you.
[AGENT][POSITIVE] Oh, OK, well, great. Well, I hope you have a wonderful afternoon and thank you again for calling APL, Ms. [PII].
[CUSTOMER][NEUTRAL] All right, have a, yeah.
[CUSTOMER][POSITIVE] Thank you, bye bye now.
[AGENT][NEUTRAL] You bye bye.