AccountId: 011433970860
ContactId: a41f7b70-3d1e-40ba-8778-b6e8f4818843
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510390 ms
Total Talk Time (AGENT): 172624 ms
Total Talk Time (CUSTOMER): 265869 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/a41f7b70-3d1e-40ba-8778-b6e8f4818843_20250305T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, and uh, I'm just um looking for some information. I have, my mom passed away and I have two.
[CUSTOMER][NEUTRAL] Uh, like policy numbers that I needed to check on. She had, um, let's see, once a month, she had some policy that took 13.
[CUSTOMER][NEUTRAL] 30 a month, like the, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The, the monthly payment, yes.
[AGENT][NEUTRAL] The premium, OK.
[CUSTOMER][NEUTRAL] So, uh, uh, do you need that?
[AGENT][NEUTRAL] Um well
[CUSTOMER][NEUTRAL] Account number first.
[AGENT][NEUTRAL] Well, 1st may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, I'm [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My number is [PII] and I'm her only child.
[AGENT][POSITIVE] Well, we're definitely sorry to hear for your loss. Um, we'll be more than happy to assist you with the policy. You're welcome. Um, when did you pass?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, um, when did she pass? I'm gonna put it on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Hold on one moment. And then what was the policy number?
[CUSTOMER][NEUTRAL] OK, I have 69886.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's her first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have the policy here and I see the notes here and then um how may I assist you?
[CUSTOMER][NEUTRAL] Well, I had called earlier, I really didn't know. Mother tried to list all of her important information for me and some, I don't know where she put that.
[CUSTOMER][POSITIVE] Helpful list. So I had gotten her bank statements to see everything that was taken out each month and that's how I found this policy. Yes, yes. And so, um, I, the day I called, I spoke with um a girl named [PII]. She was just, just as sweet as you are, but um.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] At the time I didn't have the death certificate and I got those yesterday and I think [PII] said that I could email you a copy or, yeah, OK, so I just take a picture and send that to you, right?
[AGENT][NEUTRAL] Email it
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, you can take a picture and send it to us. Um, our email is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um, to the attention of anyone or?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Well, no, so on in the subject, you'll just put um I'll put her first, like her first initial and then last name and then that is the death certificate, and then just um attach the picture there and that has like the social and everything, so we'll be able to pull the policy, but you can put the policy number also, which is that 69886 number you gave.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Got it. OK. Now, I need, I have one other question. I also have found that she gets, she got a deposit.
[CUSTOMER][NEUTRAL] I think, let me look, baby.
[CUSTOMER][NEUTRAL] Now what is HCH payment? Was that a payment she was making or?
[AGENT][NEUTRAL] What did it say? ACH?
[CUSTOMER][NEUTRAL] Yes, and I don't.
[AGENT][NEUTRAL] And that's what the, you saw that about the 1330 ACH is just like a draft payment.
[CUSTOMER][NEUTRAL] OK, well, I'm sorry that's something else because it says GLIC. OK, never mind. OK, then I do have a policy in front of me. I have no idea if it's active or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I have a policy number on that. Can I give that to you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] A as in apple.
[CUSTOMER][NEUTRAL] 0084
[CUSTOMER][NEUTRAL] 097
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] At the top it says American public.
[CUSTOMER][NEUTRAL] Life insurance.
[AGENT][NEUTRAL] I'm gonna see if anything comes up. That is like the format of our old policy numbers. So it could just be one of the policies here, but
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I got you. OK.
[CUSTOMER][NEUTRAL] But you don't say anything.
[AGENT][NEGATIVE] No, when I put that in, it doesn't pull up anything.
[CUSTOMER][NEUTRAL] OK, OK, well, it says initial premium 1580 renewal premium 1580, I guess a month but.
[CUSTOMER][NEUTRAL] Yeah, mode of payment monthly bank draft.
[CUSTOMER][NEUTRAL] And this was uh individual coverage daily hospital benefit.
[AGENT][NEUTRAL] Oh, now, hold on, because there was a
[AGENT][NEUTRAL] Oh, no. The only other policy was a cancer policy, but that one.
[AGENT][NEUTRAL] Hasn't been active in years. Um.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, the only active one is the one that you gave, the 69886 policy.
[CUSTOMER][NEUTRAL] OK, well, and that's the only one that um appears in her bank account so I'm sure these are just old papers that I have found, you know, we started scrambling trying to find things so who knows but anyway I will get this email sent. Do I need to give you my email address or will it automatically I'll just accept it I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, but in the, um, once you send us the email, no, we'll just accept it, um, but make sure you put your name and that you're her daughter and the um contact number. You can put the contact number and the email in the body of the email with the picture of the um death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sweetheart, I surely will, and I'll get that to you shortly.
[AGENT][NEUTRAL] All right. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, I think um that's it. Um.
[CUSTOMER][NEUTRAL] And I guess I'll just hear back from you all after you've looked it over and whatever.
[AGENT][NEUTRAL] Um, right, after we receive the documents, um, and with your contact information, they'll contact you to let you know your, your, um, you've been put on the policy and then you'll be able to call and, you know, something needs to be filed, you can file if you want to close it. We'll be able to speak with you at that time once we receive the certificate.
[CUSTOMER][POSITIVE] OK, sweetheart. OK, I appreciate it. Thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.