AccountId: 011433970860
ContactId: 9ee6ed7f-b8d2-466d-99f9-36ed216de5f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631840 ms
Total Talk Time (AGENT): 302303 ms
Total Talk Time (CUSTOMER): 271232 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9ee6ed7f-b8d2-466d-99f9-36ed216de5f4_20250121T16:28_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, yes, ma'am. My name is [PII]. I called last week about, um, my mother passed away on the [PII], and I was looking at our bank statement that she and I have together where I guess they've been having money uh deducted for y'all. And so I was trying to find out if she had some type of benefit or something there and what I found out was I guess she was paying what I was told when I talked to y'all, I think last week was um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess she's been paying on a dental insurance policy on my father, um, but my father's passed away back in [PII], excuse me, [PII].
[CUSTOMER][NEUTRAL] So when I spoke to a lady, um, she asked me to get a copy of his death certificate and I did. I was just trying to find out, wanted to make sure to verify.
[CUSTOMER][NEUTRAL] I don't need to send anything about my mom because I don't have my mom's death certificate yet. Uh, she's still at the crematorium and exactly what I needed to do, make sure I got the correct email and everything or how to get you a copy of this death certificate or what goes on from this, but you know.
[AGENT][NEUTRAL] Absolutely. OK, so that death certificate, you're gonna want to email to us and I can give you that email address. Do you have a pen and paper handy, Mr. [PII]? Yes, it is, [PII]. Um, and so.
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, do I need to make it to anybody?
[AGENT][NEUTRAL] Nope, um, we have a group, a team that works on that, and, um, whomever gets it will, will make sure that it gets taken care of, um, exactly as it needs to and get it to the right people.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] So yeah I guess they've been taking it out since [PII] and the ladies like hey we you may get a or we're they're supposed to send me some like.
[CUSTOMER][NEUTRAL] Uh, I guess
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can't think of a term. I'm sorry, ma'am, like a refund or like that.
[AGENT][NEUTRAL] No, that's OK so I can't guarantee anything but typically they reimburse that, yeah.
[CUSTOMER][NEUTRAL] No, no, I understand, I understand, yeah, I understand you can't, yeah, but she said when I talked to her last week she said all they saw was something on my father, um, is there any way you can check just to make sure there's nothing on my mother that I need to try to.
[CUSTOMER][NEUTRAL] Expedite something for her death certificate or anything like that since she's passed away too.
[AGENT][NEUTRAL] Absolutely, I can take a look. Um, so what is and what is your mom's first name, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. And her last name?
[CUSTOMER][NEUTRAL] And her [PII], [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][POSITIVE] Thanks as I was typing it, I knew I was doing it wrong, that's why I asked. thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and do you know what her address would have been out of?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I'm only seeing that dental policy. It does look like it was for both your parents though, so, um, there is no rush, but you can, um, you, you, I, and actually I don't want to tell you, I'm not certain because I don't process, unfortunately, I don't process the policies um in the event of a passing, so I don't want to give you the wrong information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we might need a copy of your.
[CUSTOMER][NEGATIVE] OK, because I thought they said it was just all my fault.
[AGENT][NEUTRAL] Oh, yeah, I see it having both your parents on there, so, um, but I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, OK, cool.
[AGENT][NEUTRAL] I'm not sure exactly how I'm not sure if they'll need any more information um or if they'll be able to cancel everything as is as it's been um and so what I can do though is I can put in.
[CUSTOMER][NEUTRAL] Because I'm closing out her I'm closing out her account this week so I mean that's why.
[AGENT][NEUTRAL] Oh, that makes sense.
[CUSTOMER][NEUTRAL] Um, because you know, she's not, yeah, because she's not alive, I mean last month she had several or a couple weeks ago she had several things like that she had has monthly subscriptions to.
[CUSTOMER][NEGATIVE] And so when I called them I'm like, you know, like for like the example is extra radio. I was like, hey, my mom passed away. I need to get this. They're like, well we're not gonna stop uh, they're basically tell me they're not gonna stop charging.
[AGENT][NEUTRAL] Billing
[CUSTOMER][NEGATIVE] Uh, unless, um, she canceled. I was like, well, she passed away how she's supposed to cancel it so I talked to my friend at the bank and she's like, man, we're just gonna have to shut down the, I mean just turn off the account. So but that's why I wasn't sure because when I talked to y'all I guess last week or something they couldn't find anything with my mom and they're like, oh my God, your dad's been passed away for 20 years we've been taking this out so I thought it was just on my dad so I didn't know my mom was on it as well um.
[AGENT][NEUTRAL] Enough.
[CUSTOMER][NEUTRAL] So that's why I wasn't sure.
[AGENT][NEUTRAL] No, yeah, I do see it's under, it's under both of them, but um they'll be able to give you more information. And so I don't know exactly what that looks like. It could be, hey, you know, we can reimburse everything for your dad, and then this would have been the individual rate for your mom, or I'm not exactly sure how that can look, but what I can do is I can put in a request to have somebody call you back and maybe discuss those details with you. Is that something you'd be interested in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah that'd be
[CUSTOMER][POSITIVE] No, that, that'd be great, yes please.
[AGENT][POSITIVE] OK, perfect. Do you mind if I get a a good call back number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], perfect. Um, and then your first name was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, perfect, [PII]. So what I'll do is I'll work on getting that request put in and I'll have somebody give you a call back. Is there a time frame that you would like them to avoid? I mean they won't call at night, but is there a time you'd like any time? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, just that.
[CUSTOMER][NEUTRAL] No, I just wanna talk with y'all.
[CUSTOMER][NEUTRAL] Like time, yeah.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what I'll do is I'll, I'll send a picture of the death certificate and email it from my phone.
[AGENT][NEUTRAL] OK, perfect. I will, um, I'll get a request. I'll have somebody get in touch with you about um what other steps would be needed, um, aside from that death certificate. And actually, actually, do you have a moment? I can put you on hold. Let me see if I have an agent that's live right now that I could get you in touch with. Is that OK?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Yeah, that's a that's no problem.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning thank you for calling APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, this is [PII] with the care team. How you doing?
[CUSTOMER][POSITIVE] Hi [PII], I'm doing great. How are you doing today?
[AGENT][POSITIVE] I am wonderful. Thank you very much for asking.
[CUSTOMER][POSITIVE] Good. Well, good.
[AGENT][NEUTRAL] Hey, I have a gentleman on the line. His name is [PII], and he's calling about policy number 614373.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][MIXED] And he's got kind of a fun situation. I say fun, that's not the right word in any capacity, um.
[AGENT][NEUTRAL] But um it's a dental policy for his mom. He noticed that um his mom passed away in um
[AGENT][NEUTRAL] The early, early January and he noticed that a charge came out, so we called to, you know, find out, you know, what this policy was and someone said, hey, she's paying for this policy for your dad. Well, apparently, his dad's been passed away for about 20 years now and so
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Um, they said, you know, get us a copy of your dad's death certificate, and we can look at like reimbursement options and things from there. And so I pulled up his policy, and he, you know, he just wanted to know like where do I send the death certificate and I gave him that information. Um, but he had additional questions and I was like, oh well, yeah, I do see this policy for your mom and your dad, and he's like, Oh, I thought it was just my dad. If my mom's on it, are you, I don't have her death certificate yet. Are you going to need that? And I, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] Um, and so I told him that I couldn't really, I was like, I'm really sorry. I don't know if I can like guar first off, I can't guarantee anything, but I did also didn't know the answer to those questions if we needed um the policy for the mall like I I didn't know um what we needed and so I wanted to get him in touch with somebody that might be able to just give him, I'm sure he's going through a tumultuous time, a little more clarity and direction.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm OK well that's fine um you can go ahead and get him over to me. His name is [PII].
[AGENT][NEUTRAL] His name is [PII], yes.
[CUSTOMER][NEUTRAL] OK, and his phone number is it that [PII]?
[AGENT][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. You can go ahead and get him over to me, OK? Have a good day. OK, you're welcome. All right, bye bye.
[AGENT][POSITIVE] Perfect thank you so much, yes.
[AGENT][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Hey, thank you very much for your patience. I have Miss [PII] on the line and she's gonna take the call on over, but she should be able to give you a little more direction and information, OK?
[CUSTOMER][NEUTRAL] OK, and I, I got that, um, desk because it's sent on to that care team.
[AGENT][POSITIVE] Thank you so much perfect they'll be able to process that from there.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Hi, this is [PII] and I'm in customer service um I wanted to and my sincere condolences on the loss of your.