AccountId: 011433970860
ContactId: aa3433d0-bcf1-4ca5-bb2c-6cf1079c3e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436899 ms
Total Talk Time (AGENT): 112037 ms
Total Talk Time (CUSTOMER): 160003 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/aa3433d0-bcf1-4ca5-bb2c-6cf1079c3e13_20250314T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, um, I'm calling about my brother's account, [PII], um, he recently died and so we need to stop, stop it.
[AGENT][NEUTRAL] Mm, OK. I'm sorry for your loss. And you said you're the sister. Um, do you have a policy number for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, no, I don't him.
[AGENT][NEUTRAL] OK. How do you spell?
[CUSTOMER][NEUTRAL] You need his social?
[AGENT][NEUTRAL] Mhm, mhm, yes, go ahead with the social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, let me.
[AGENT][NEUTRAL] Search for him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um just for verification, can you verify the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And um and you, you had a power of attorney?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] And you said you want to cancel the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let me get um customer service on the line. Um, let me see if we received that information. One moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hi, so, I'm good. How are you?
[AGENT][POSITIVE] I'm good, it's Friday.
[CUSTOMER][NEUTRAL] Amen.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Oh, but I feel saucy. I don't know why.
[AGENT][NEUTRAL] Um, I have a member, uh, I have a POA on the line, and she's calling, she has called before. I think she called on the [PII], uh, to let us know about the passing of this member, but now she's calling back to cancel the policy. Um, the policy number is 649684.
[CUSTOMER][NEUTRAL] OK. 649-664.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And POA.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] OK, so one of the insured passed away and now she's wanting to cancel the whole policy?
[AGENT][NEUTRAL] Yes, um Mr. [PII].
[CUSTOMER][NEUTRAL] OK, Mr. [PII] passed.
[CUSTOMER][NEUTRAL] Alright. Give me just a second, so.
[CUSTOMER][NEUTRAL] I'm trying to pull up the actual POA or approval. I don't know if it's gonna be in here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because some POAs, um, cancellation of the policy still has to go through legal and sometimes they don't, so.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, and I see the POA in here, but I do not see an approval from legal telling us whether or not they can cancel.
[CUSTOMER][NEUTRAL] So I'm gonna have to send a request to the legal department to cancel the policy and then call her back. Uh, did you get a callback number for, is this Ms. [PII] or [PII]?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], yes, mhm, yes, um the number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's your callback?
[CUSTOMER][POSITIVE] OK perfect thank you uh you can go ahead and transfer her over [PII] and I'll explain like what all I need to do.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK. All right. Thank you. Here she comes. Have a good weekend. Bye. Thank you.
[CUSTOMER][POSITIVE] Thank you. All right. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Miss [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hi, you OK?
[CUSTOMER][NEUTRAL] Good, um, so I was just going over the policy with [PII]. um, I have your power of attorney paperwork. I just need to send the request through our legal department to cancel the policy. Um, do you mind if I give you a call back once I receive the OK from them?
[CUSTOMER][NEUTRAL] Uh, sure, how long will that take?
[CUSTOMER][NEUTRAL] Um, well, it's a Friday. I'm fixing to send them the request now, so it could be, you know, a couple hours, and it could be Monday. OK, all right. Yes, ma'am, um, but I will call you back as soon as I get.