AccountId: 011433970860
ContactId: a3e21b0b-b39c-4bf2-bb1c-ee8f68259044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325420 ms
Total Talk Time (AGENT): 131836 ms
Total Talk Time (CUSTOMER): 128175 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/a3e21b0b-b39c-4bf2-bb1c-ee8f68259044_20250314T18:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing good thank you um I've got a member on the line uh her spouse has passed away and she's just needing him removed from the policy.
[AGENT][NEUTRAL] OK, hold on just a second, I'm trying to.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] My page here.
[CUSTOMER][NEUTRAL] Oh my goodness, I just got an alert to evacuate my area for a fire. Wow. OK, well.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] I will not panic.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yes, that is uh 769-3997 and we are speaking with part one [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alrighty, you want me to go ahead and send her over?
[AGENT][NEUTRAL] Uh, yes, and go be safe. Go evacuate. Bye.
[CUSTOMER][POSITIVE] Appreciate it. Yes, ma'am. Thank you. Bye bye. Yes ma'am, bye.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is, um, [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Yeah. OK. Um, she was stating that you need to take your husband off your policy.
[CUSTOMER][NEGATIVE] Yes, he passed away.
[AGENT][POSITIVE] I'm so sorry to hear that. Um.
[CUSTOMER][NEUTRAL] Unexpectedly, yeah. I found him.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh no, I'm so sorry.
[CUSTOMER][NEUTRAL] I know it's massive heart attack, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] So unexpected.
[AGENT][NEUTRAL] Yeah, what we'll need for you to do is to send in a copy of the death certificate and it doesn't need to be in there.
[CUSTOMER][NEUTRAL] Yeah, send me a copy?
[AGENT][POSITIVE] Yes, ma'am, a copy, not a, not an original or anything, just a copy. And we can get it, uh, changed and we'll refund any premium that's due back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Is it still [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, that's another one. I'm sorry. Um.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] I think
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We've changed our address. So it's.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Now it's [PII].
[CUSTOMER][NEUTRAL] To repeat that please I'm slow at right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. 26.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 10
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] I'm sorry, let me start over.
[CUSTOMER][NEUTRAL] That's OK, 2610.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I left out the 9. I'm so sorry.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let me know when you're ready for the zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] ZIP code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is [PII], is that in [PII] or is it in [PII]? OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's been a while since I filed anything with y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My cancer's in remission, but it was a
[AGENT][POSITIVE] Well, that's good.
[CUSTOMER][NEUTRAL] Tough time getting there.
[AGENT][POSITIVE] Yes. That's good though.
[CUSTOMER][MIXED] It went to my brain and I, it was just a mess, but I'm OK now.
[AGENT][POSITIVE] That's good. I'm glad.
[CUSTOMER][POSITIVE] Just the effects of all the radiation and chemo on my body, but I'm, I'm, I'm good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][POSITIVE] That's good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also email that a copy of that if you want, you would rather email it or or fax it either way. It's up to you.
[CUSTOMER][NEUTRAL] OK, do y'all have a number?
[AGENT][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this is fax number, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I just mail you a copy of the death certificate.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I just need to take care of some business. My daughter has done so much and I'm just trying to get stuff that I can do done.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well, thank you for calling APL and I'm very sorry for your loss.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You have a birthday, OK?
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.