AccountId: 011433970860
ContactId: aad98fbe-a26b-4c44-97d4-5461058851de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362899 ms
Total Talk Time (AGENT): 190921 ms
Total Talk Time (CUSTOMER): 138143 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/aad98fbe-a26b-4c44-97d4-5461058851de_20250414T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hi, [PII]. I am not sure who I need to speak with, but I wanted to tell you that my mother just recently passed away yesterday and
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] I'm trying to contact all of her various insurance providers. I don't even know what kind of insurance she had with you, but she was having a regular bank draft for $7.35 to American public insurance.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] It does not have a policy number here. Um, I can give you her name and social if that helps.
[AGENT][NEUTRAL] OK. All right, let's start with her name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][POSITIVE] Yes, that's right. First name is [PII]
[AGENT][NEUTRAL] And [PII]
[AGENT][POSITIVE] Thank you. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII] I'm her daughter and the executor of her will.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. OK, so give me one moment, let's see if we can find the [PII] information, and I'm sorry to hear about your mother passing.
[CUSTOMER][POSITIVE] Thank you. I appreciate that. She had a good [PII] life up until the last two months.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] [PII] bless her.
[CUSTOMER][NEUTRAL] Uh-huh. traveled uh, went where she wanted, did everything she wanted to do.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We should all be that lucky.
[AGENT][NEUTRAL] I was thinking the exact same thing. Yes, ma'am. I was thinking that very thing. OK, let's see if I found Miss [PII].
[AGENT][NEUTRAL] [PII]. All right, let's verify your mother's date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] Her, her email or not email, I'm sorry, mailing address.
[CUSTOMER][NEUTRAL] Well, before she moved in with me, her most recent was [PII]. Prior to that, it
[AGENT][NEUTRAL] Did she have a PO box?
[CUSTOMER][NEUTRAL] Um, she did a long time ago, but she.
[CUSTOMER][NEUTRAL] Closed that years ago.
[AGENT][POSITIVE] Oh, OK. That, all right. So, yeah, that's the only thing we have. We do have the ring gold for the city.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes, I, let me, OK, let's go see what she had with us.
[AGENT][NEUTRAL] It was a cancer policy.
[CUSTOMER][NEUTRAL] OK. OK, well, I'm gonna make a note of that.
[AGENT][NEUTRAL] And so let's see.
[AGENT][NEUTRAL] OK. And let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] R 89.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] 774.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and the amount is $7.35 a month.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well, can you close that please, uh, or I, I can, I can send you the death certificate whenever I get it, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's what we'll need to close the account with.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And let me give you an email address that way you'll have someone you'll get confirmation that it was received and you'll have someone to correspond with but that is the fastest way to get it taken care of because all we need is a copy and not an original. So let me give you that email address and that goes to our care team, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then put the at sign.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so I can just email the, the certificate to the um.
[AGENT][POSITIVE] Yes, ma'am. Yes, that is the absolute fastest way to do it. Or you can fax it or mail it, but I will, the fax is the next fastest way. And then, of course, mailing that could take, you know, that, that time saves up for a while. I hate to say that, but.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, I'm just gonna email every, yeah I'll email everything I can uh with any of her stuff so that's, that's good.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] So then you'll have a record of it.
[CUSTOMER][NEUTRAL] OK, well, she did not pass from cancer.
[AGENT][NEUTRAL] OK. No, I was, I was just saying that way you have a record of everything too when you're emailing.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] Yeah, yes, that's good.
[AGENT][NEUTRAL] OK, and plus when we get the, get the copy of the death certificate, they'll also have that to review for any refunds that may be going back to our account.
[CUSTOMER][POSITIVE] OK, well good.
[CUSTOMER][POSITIVE] OK, good. Well, thank you very much. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else, Ms. [PII], that we can help you with this time?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a nice day, ma'am.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.