AccountId: 011433970860
ContactId: 9a861f21-3071-4a1f-9b7f-9cd8d9b045ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414829 ms
Total Talk Time (AGENT): 195749 ms
Total Talk Time (CUSTOMER): 234559 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/9a861f21-3071-4a1f-9b7f-9cd8d9b045ee_20250225T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You know, because that
[CUSTOMER][NEUTRAL] Uh, yes, [PII], um, I'm seeing um a withdrawal from my mom's bank account by you all each month for 1330, and mother just passed away, so I was trying to find out what this policy might be.
[AGENT][NEUTRAL] OK, I can help you with the policy. Um, may I please get your name and your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, I'm [PII].
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] I'm her only child.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] OK, um
[AGENT][POSITIVE] And I'm really sorry to hear about your mama's passing, um, but we'll, we'll help you all that we can. Yes, ma'am. I'm sorry. Um, what is?
[CUSTOMER][POSITIVE] Well, thank you, sweetheart.
[CUSTOMER][NEUTRAL] OK, OK. At one time, mother had written down all of her important information and I don't know where she put that. So anyway, I'm going by the bank statement. I know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 00, no. Well, hopefully,
[AGENT][NEUTRAL] Yes, ma'am. I know it's a lot. Um, what was, um, yeah, what was your mama's name?
[CUSTOMER][NEUTRAL] She tried.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And all I have for you is her social number. I don't, I don't have a paper, a card or anything.
[AGENT][POSITIVE] That will help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That would absolutely help. OK. What is that, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me see if I can find any policy for her with her social. I'm gonna pull them in.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][NEUTRAL] In the
[CUSTOMER][NEUTRAL] One for 1000 because they already paid.
[CUSTOMER][NEUTRAL] She doesn't
[AGENT][NEUTRAL] OK, and what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] So I do show that she does have a policy with us that is bank drafted, um, and we can stop the draft if you can send us in.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Her death certificate, once we receive the death certificate, we'll lapse the policy and then if anything was paid after death, we will refund it back, but let me, let me give you the um email address you don't even have to send in one of your good hard copies you can send it by email, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] That'll save because those copies are expensive, but um.
[CUSTOMER][NEGATIVE] Yes ma'am. Well, I've ordered 10, but now this has just happened like Saturday, so um I don't even know what what kind of policy was this was it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Oh.
[AGENT][NEUTRAL] It was, it was a heart attack and stroke.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, do I need the policy number or?
[AGENT][NEUTRAL] Yes, let me give that to you.
[CUSTOMER][NEGATIVE] I mean, I don't know, maybe, I don't know what I'm doing OK.
[AGENT][NEUTRAL] I know, I know. It'll be OK. We're gonna get, we're gonna get you through it. Um, the policy number is 69886.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh, you know, bud.
[CUSTOMER][NEUTRAL] 69886 and is it just one policy then? she's on there talking about.
[AGENT][NEUTRAL] I'm going to look. Yes, just the one policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it.
[AGENT][NEUTRAL] And let me give you the email address that you can send that um copy to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] At the at sign?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I am public.
[AGENT][NEUTRAL] And it's [PII], [PII].
[CUSTOMER][POSITIVE] [PII]. OK, that's awesome. OK, and um what is your name? I'd like to know with whom I'm speaking.
[AGENT][NEUTRAL] Yes, ma'am. You're speaking to [PII]. It's [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], oh [PII], my granddaughter has a dance teacher named [PII] and she's her favorite. So there you go. OK.
[AGENT][POSITIVE] 00, how nice.
[CUSTOMER][NEUTRAL] All right sweetheart, so this means if mother had passed from either one of those, this policy would go into effect.
[AGENT][NEUTRAL] Well, a claim would need to be filed on it, right? If she passed from one of those, um, a claim would have to be filed.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, she had had a stroke. I'm not sure if that will be the cause of death or not. I don't know. I'll just have to get back with some of the doctors and, and, or whoever, you know, like I said, I'm just kind of feeling my way through this, so, OK, well, is that all I needed I guess from you and all you need from me right now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, that's all we need as long as we can get that death certificate we can get the ball rolling and make sure that her bank is not drafted anymore for her premium.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right, OK, sweetheart, and where are y'all? Where are you located?
[AGENT][NEUTRAL] I'm actually in [PII].
[CUSTOMER][POSITIVE] Oh, well, I'm in [PII]. So we're almost neighbors. No, we're not. OK, sweetie. Well, that, that's a big help and I do appreciate it. You made it so easy.
[AGENT][NEUTRAL] Well, you're not far.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Well, I'm glad I was able to make it easy for you because you got enough that you've got to handle it. We can make life easier then I feel good about my day.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEGATIVE] Girl, who knew? I mean nobody told you about this part of adulthood it's not fun.
[AGENT][NEUTRAL] Right. I know it's not at all.
[CUSTOMER][POSITIVE] But anyway, sweetheart, thank you so much.
[AGENT][POSITIVE] OK, you're very welcome, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome. Bye bye.