AccountId: 011433970860
ContactId: a7b3027e-1c1e-4b0b-990a-f8056d3474c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170580 ms
Total Talk Time (AGENT): 39858 ms
Total Talk Time (CUSTOMER): 119472 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a7b3027e-1c1e-4b0b-990a-f8056d3474c2_20250429T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII], and I am the executor for the estate of [PII]. And I uh just received a letter from you to [PII], uh, regarding, uh, which is his wife, who, who passed several years ago.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] About policy number 996814.
[AGENT][NEUTRAL] OK, let me get this pulled up. 9 C.
[CUSTOMER][NEUTRAL] Yes, 996814.
[AGENT][NEUTRAL] OK, and what was that letter regarding?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's saying that the, uh, uh, that the, uh,
[CUSTOMER][NEGATIVE] Premium is past due and Mr. [PII] passed away in December.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm not sure. I'm looking here to see if I contacted y'all at that point. I think I did.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But anyway, he, he passed away in December, uh, [PII]. So,
[CUSTOMER][NEUTRAL] Um, is, what is this, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this his, uh, uh, a health benefit, or?
[AGENT][NEUTRAL] Yeah, it looks like it was a cancer policy um we did get the policy terminated, um, as of the first of the year we had sent a premium refund.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for 4530, yeah, so it's terminated this account is closed.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and y'all send uh uh uh a premium uh refund?
[AGENT][NEUTRAL] Yes, we did, um, that was in.
[CUSTOMER][NEUTRAL] OK, uh, and let, let me explain. I'm in the middle of probate and I can't open a checking account. I'm still in the middle of probate. There's not. So if you sent me a check, I haven't cashed it yet, but I'm going to.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Whenever this is all settled.
[AGENT][NEUTRAL] Yeah, look, it looks like
[CUSTOMER][NEUTRAL] Uh, but I'm sure y'all are used to dealing with that, so.
[AGENT][NEUTRAL] Yeah, absolutely, yeah, it looks like we sent it at the end of January, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, very good. Well, if, if, uh, if I have problems, I'll give you a call back. I appreciate your help. I just wanted to make sure I wasn't, had not, not paid something I was supposed to. All right. Thank you.
[AGENT][NEUTRAL] OK, yeah, we've got it closing, yeah.
[CUSTOMER][POSITIVE] All right, thanks so much bye bye now.
[AGENT][POSITIVE] Thank you for calling APL. Thank you. Bye-bye.