AccountId: 011433970860
ContactId: a1d8403d-6c3b-4712-afa6-ff41d3addd81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171880 ms
Total Talk Time (AGENT): 78968 ms
Total Talk Time (CUSTOMER): 95699 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a1d8403d-6c3b-4712-afa6-ff41d3addd81_20250501T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you so I've got a member on the line um and I guess he and his uh spouse who has recently uh passed away, uh, they had several policies with us. He's listed on some, uh, she's got her own individuals apparently, uh, but there is one that he's just active on.
[CUSTOMER][NEUTRAL] So long story short, he wants them all canceled, um, and I know he needs to send us that death certificate, uh, for, um, the spouse, but he asked, and I don't know why I never thought about this, um, he asked if he could simply take a picture of it and send it to us that way. Would that work? or would it have to be an actual copy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, I can.
[AGENT][NEUTRAL] No, that actually that works. Yeah, whatever, um.
[CUSTOMER][NEUTRAL] It does. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I wasn't sure. All right, um, is there anything we can do in the meantime to like, uh, stop the payments or anything or do we have to wait for that death certificate to be received?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me look at it really quick. Give me one of the policies.
[CUSTOMER][NEUTRAL] Uh, sure, so one, that is the uh 136969, and this is the only one that she's not active on, it's just his, so I think we can go ahead and get that one canceled.
[AGENT][POSITIVE] Mhm, yes, this one can.
[CUSTOMER][NEUTRAL] But the others
[AGENT][NEUTRAL] Yeah, this one I can go ahead and cancel it already. Um, but as for the other ones, um, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, we dropped.
[AGENT][NEUTRAL] OK, um, but yes, as for the other ones, I can temporarily place them on a, uh, what is it called, like a direct bill if he isn't, uh. Mhm. And even though he receives the bill, um, he can just, um, we can wait on that.
[CUSTOMER][POSITIVE] Oh awesome, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Disregard
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. OK, alright, well I will let him know, um, as far as sending that to us, could he email it or does he have to mail it?
[AGENT][NEUTRAL] No, he can email it as well. It's, it goes to that care team.
[CUSTOMER][NEGATIVE] I thought so. I don't know why I'm second guessing this, I thought so, but I don't know. It's just something about today. I'm like that doesn't sound right.
[AGENT][POSITIVE] You're good.
[CUSTOMER][NEUTRAL] All right, well I will let him know, um, are you going to go ahead and cancel this one?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I already went to cancel that one, ending in 6969. And for the other ones, and for the other ones, when you get a chance, you can just um send me on a direct message the policy numbers and I'll go ahead and change them. You can just let them know that we made a change for them to stop the payments. Mhm.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] I sure appreciate it. Mhm.
[CUSTOMER][NEUTRAL] Oh got you.
[CUSTOMER][POSITIVE] OK all right well I really appreciate your help. I will let him know thanks [PII].
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.