AccountId: 011433970860
ContactId: a8c19b91-772d-4250-a9dc-c32cb27ea4a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622150 ms
Total Talk Time (AGENT): 242750 ms
Total Talk Time (CUSTOMER): 199531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a8c19b91-772d-4250-a9dc-c32cb27ea4a1_20250117T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was calling because I'm trying to find out um.
[CUSTOMER][NEGATIVE] I've been seeing this uh group cancer policy that has been deducted from my dad's account, but it's on my mom's name. My mom has passed away two years ago.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me look into.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK. Um, do you happen to have that policy number or, um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I, oh, you're saying the policy was in your mother's name?
[CUSTOMER][NEUTRAL] Yes, ma'am, and I just, I mean, I didn't know she had this policy. My brother was supposed to take care of us and I don't know if he missed it or what, but I keep saying that they're deducting money out of, um, my dad's account.
[AGENT][NEUTRAL] OK, yes, now we can take care of that. um, what is her last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her first name
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, thank you, let me pull that up.
[AGENT][NEUTRAL] OK, and what is your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you mind if I get a call back number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And um
[AGENT][NEUTRAL] Y'all live in [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do see that.
[AGENT][NEUTRAL] Can you verify her birthday for me?
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, I am just waiting for that to pull up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and we do have a post office box listed. Would that be the same?
[CUSTOMER][NEUTRAL] I mean, yes, there's a post office. It's [PII], but we, um, I have cause I on the bank, I mean on the when I check on the bank account online, it shows a picture of like this check and it has the, the home address which is [PII].
[AGENT][NEUTRAL] OK, OK, thank you, and then we do have that post office box.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm just looking.
[AGENT][NEUTRAL] Cause this policy is actually an accident policy. Um, she did also have a cancer policy and that policy got lapsed and I'm just wondering if this one got missed, um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm looking to see if we did receive a death certificate, um, because if we do not, we will need that to be able to refund the premium on this accident plan, but let me just check and see if we did receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm so sorry, it it's just so slow this morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a beneficiary on that policy, or what was that policy because we didn't even know she had that policy.
[AGENT][NEUTRAL] And now that was an accident policy.
[AGENT][NEUTRAL] Um, the one that's active is an accident policy.
[CUSTOMER][NEUTRAL] OK. Um, yeah, cause I, we didn't even know she had.
[CUSTOMER][NEUTRAL] Any of that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I do not see um a death certificate on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just.
[AGENT][NEUTRAL] Um, because it looks like she did have a
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] She did have a cancer policy and we lapsed that policy in [PII] um due to nonpayment. So um once we receive that death certificate, the premium will be refunded back from, you know, the date of her death, um.
[AGENT][POSITIVE] Going forward of all the um monies that we've received for it, that will be refunded.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But we would need the death certificate to be able to refund the premium um so if you could send us a copy of that and it can be emailed or faxed in and also mailed in um but if you do mail it we just need a copy.
[CUSTOMER][NEUTRAL] OK, um, if I email it, can I just like take a picture of it and then email it to y'all?
[AGENT][NEUTRAL] Yes, yes, ma'am. That's fine.
[CUSTOMER][NEUTRAL] OK, uh, what to, where do I send it to?
[AGENT][NEUTRAL] OK, it's [PII], just [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], yes ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um, and if you wouldn't mind, can I give you these two policy numbers to put maybe in the subject line?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the first one is 761-241.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um 243.
[AGENT][NEUTRAL] 0360.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] That's her cancer and accident policies.
[CUSTOMER][NEUTRAL] Cancer and accident?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And then um
[CUSTOMER][NEUTRAL] Is that all that's supposed to go back to my dad?
[AGENT][NEUTRAL] It will, yes, um, let me just see if, does she have an estate or anything like that?
[CUSTOMER][NEUTRAL] I, I mean, I don't know if she ever did. I mean, my brother took care of all this stuff, and I've been seeing that they've been taking it out of my dad's account and stuff and I have power of attorney on my dad and stuff, and I've been seeing that that they've been deducting this. I'm like trying to figure out, I've been trying to get a hold of my brother, but I can't get a hold of him, um, to ask him, OK, what's this? I've been seeing that it's my, and my mom's name is like I thought he took care of my mom's stuff.
[CUSTOMER][NEUTRAL] Um, and so that's like I wasn't able to get home, so I was trying to do some research to find out what, where to call or what to find out information or what.
[CUSTOMER][NEUTRAL] Um, why was that being still taken out of account, you know, that it belongs to my, my mom.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But uh, I was just trying to find out, you know, if this was the kind of if there was a beneficiary, if it's, you know, it's my dad, that way it could get taken care of and the money can get sent back to my dad or whoever it, you know, belongs to. Um, so that's why I was just trying to find out.
[AGENT][NEUTRAL] Yes, and it will be sent back to him.
[CUSTOMER][NEUTRAL] Uh-huh, what did it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, will it be transferred back to his bank account or y'all mail a check or what do y'all do?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It would be a check. It definitely would be a check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And how long does it take?
[AGENT][NEUTRAL] Um, about 2.
[CUSTOMER][NEUTRAL] Like, what are we supposed to keep a lookout on that?
[AGENT][NEUTRAL] 2 to 3 weeks, um, I would give it 2 weeks for sure, uh, just long enough to get in our system and get it processed and sent back out, um, usually it's within 2 weeks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and on here I just, um, when I sent the email I just put the policy number and do I add, um, to say, you know, that er for [PII] or what other information I need to put on there?
[AGENT][NEUTRAL] Um, yes, ma'am, that's it. Just her name and those policy numbers and yes, we'll take it from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then I'll go ahead and and do that and send that over um for y'all.
[AGENT][POSITIVE] OK, thank you. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well, thank you so much.
[AGENT][POSITIVE] You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I think that's it.
[AGENT][POSITIVE] OK. Well, thank you, and I am sorry about your mom. Thank you though.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Yes ma'am. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.