AccountId: 011433970860
ContactId: 9c70dc73-04b0-4afd-9ce0-98f1d7981caa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374100 ms
Total Talk Time (AGENT): 176873 ms
Total Talk Time (CUSTOMER): 180819 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/9c70dc73-04b0-4afd-9ce0-98f1d7981caa_20250331T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] [PII], how are you?
[AGENT][POSITIVE] Hi, Mr. [PII]. I'm so glad we're finally able to connect. I apologize about that. How are you?
[CUSTOMER][POSITIVE] No, no, I'm well, I'm well, no worries, uh, thank you, uh, so.
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEGATIVE] So to refresh and catch up, uh, I sent, uh, uh, my mom's death certificate in. I, I had a question about, uh, uh, because I, I, I've read the policy. I mean, it's a cancer policy. There's, you guys aren't gonna pay anything on it. She didn't have cancer, uh, and there's, there's a bunch of other stuff listed in there and she didn't have any of that. So all so and I sent you another email back to clarify all we're trying to do is cancel the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, yes, sir, and I understand that and I apologize that I'm having to reach out to you again, um, so she is owed back a refund of earn earned premium, so since she passed away in February, she's, uh, she is owed back the payment for March, so, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have to ask these questions in order to get the refund to the right person or people um so typically if there is no estate I would have to split up that refund between all uh living children, um, but I was reading your previous email where you said you are the executor of her estate, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, do you have your executor, uh, paperwork?
[AGENT][NEUTRAL] The the letters of testamentary or anything like that?
[CUSTOMER][NEUTRAL] Yeah, I mean, I do, but essentially she had most things in her trust and the trust has some very personal financial information in it and uh uh how how much is this refund?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is $112.42.
[CUSTOMER][NEUTRAL] Yeah, yeah, that sounds about right, uh, uh, so.
[CUSTOMER][NEUTRAL] You know, I don't, I don't know if you can make it, just make the check out to her and I can sign it, uh, uh, but I'm, I'm super hesitant about sending you an entire copy of her trust.
[AGENT][NEUTRAL] OK. Um, I can get with our legal department and see like if they need the whole thing or if they just need a certain part. I'm not sure, um, but I can check with them and give you a call back. Is that OK?
[CUSTOMER][NEUTRAL] I mean it's just the information in there that you guys have.
[CUSTOMER][NEUTRAL] That'd be, that'd be great. And by way of feedback for you guys, uh, you know, she had other insurance policies, cancer policies with another company. She's, she's pretty diverse in her business affairs. This is by far the most complicated one I've had of canceling it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] All we're doing is canceling and sending back uh uh a premium so that just by way of you guys process that this is, this is my lingering festering wound is getting this one canceled uh uh and I'm just just simply not gonna send you the entire trust there's personal information in there that you guys have no business seeing.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, uh, and so.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] So, you know, bottom line, I mean, the simplest thing to do is make the check out to her and I'll endorse it. Uh, just send it to her, her uh address on record. Uh and uh if you can't do that because she's technically deceased, I totally get that. You can make it out to her estate. I can process it from there. Uh, you can make it out to me, uh, uh, but this is just 10 times harder than any other company I'm dealing with.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, sir. So you are correct I cannot issue the check to her since she is deceased. Um, the second thing is I can't make it out to an estate without estate, like legal estate paperwork.
[AGENT][NEUTRAL] Uh, if we had that, that, you know, I could definitely do that. Um, and then I wouldn't be able to just make it out to you because she does have other living children. So if that was the case, I'd have to make it out to any living children and I'd have to split it up. So that's why I'm trying to just get, um,
[CUSTOMER][POSITIVE] Yeah, I, I, I can, I can give you, she has, she has me and one other son, and it's totally cool. I, I'm, I'm happy to give you his name, uh, and you can, you can split the check between me and him, that's fine. Uh, but she has, she has, she has two living children.
[AGENT][NEUTRAL] What I need to do to
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well that would be, I can do that. Uh, I just need his name and his address so that I can send the the his half of the check to him.
[CUSTOMER][NEUTRAL] OK, it is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And his address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, Mr. [PII], I will get that processed today. Her policy is, I've, I've got it lapsed for you, so, um, we've got that done. I just needed to know how to send the refund and I will get that processed today. So, uh, was there anything else I could do for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, I appreciate your help thank you so much.
[AGENT][POSITIVE] No problem, Mr. [PII]. Well, you have a wonderful day. I do, uh, want to send my condolences on the loss of your mother and please reach out if you have any questions, OK?
[CUSTOMER][POSITIVE] Thank you so much take care.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.