AccountId: 011433970860
ContactId: acb1e61b-f648-4569-a18d-b70c6701ffb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487839 ms
Total Talk Time (AGENT): 192072 ms
Total Talk Time (CUSTOMER): 134539 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/acb1e61b-f648-4569-a18d-b70c6701ffb5_20250122T22:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], uh, my name is [PII]. Um, I got a check, uh, to the estate of [PII], that's my mother.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And it says refund of unearned um and I have no idea what this is for.
[AGENT][NEUTRAL] OK, most of the time, um, that's going to be a a there was an overpayment for a policy, but I can get that pulled up and we'll take a look at it. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you happen to have a, do you see a policy number on the letter you received?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Look I don't.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh yes, policy number 00417749.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, you did say this was for um [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Alright, thank you, is she available that I could speak with her?
[CUSTOMER][NEGATIVE] No, she passed away.
[AGENT][POSITIVE] Oh, I'm so sorry about that. OK, well I've got.
[CUSTOMER][NEUTRAL] And that's, that's, that's why it's to the estate of [PII].
[AGENT][NEUTRAL] I understand. OK, um, can you verify her mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you for verifying that. Give me just a moment, let me just confirm.
[AGENT][NEUTRAL] Because from what I'm showing, um, this policy is still active.
[AGENT][NEUTRAL] So let me see what that was in regard to.
[AGENT][NEUTRAL] All right, bear with me just a moment, [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can you give me what was the uh amount for the check that you received?
[CUSTOMER][NEUTRAL] $3,353.55.
[AGENT][POSITIVE] Got it. Thank you.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that information does appear to be accurate.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm just not sure why the policy is still active. Were you wanting to keep it active, [PII]?
[CUSTOMER][NEUTRAL] I don't even know what policy it is.
[AGENT][NEUTRAL] Oh, sorry, uh, this is a cancer policy.
[CUSTOMER][NEGATIVE] Yeah, no, we don't wanna continue it.
[AGENT][NEUTRAL] OK, OK, so I am showing that are you, um, do you have power of attorney or you would be considered next of kin?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, OK, alright, and I believe we've already received, um, it looks like we received a death certificate already. If you don't mind, [PII], I'm gonna put you on a brief hold and I'm going to reach out to our customer service department, um, and see what they can do to help. Give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right thank you. So I've got an individual on the line um the insured has passed away he received a um overpayment uh refund check on her behalf, but it's still showing that she's active. When I'm looking in the notes, it's showing that we received a death certificate, so I'm not quite sure why it's still active, um, but he wants to see if he can't get that canceled. Are you able to verify that we received the death certificate?
[CUSTOMER][NEUTRAL] Yeah, let me take a look at that. What's the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 417-749.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, yeah, there was a refund of premium issued.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, I'm working on refund, um, per help request definitely gets received on those that policy and we'll figure.
[CUSTOMER][NEUTRAL] Of the refund it appears from mail a copy of the policy to the insurer's daughter [PII] if she decides that she's like the mail. OK, so it looks like [PII] probably just forgot to lapse the policy back, um, when she reactivated to issue the refund. Um, so yeah, I'm gonna go ahead and fix that now, um, and I'll double check with her and make sure that all all refunds have been issued and that there's nothing else we need to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries.
[AGENT][POSITIVE] OK cool sounds good alright I appreciate your help I'll let him know thank you.
[CUSTOMER][POSITIVE] No problem, [PII]. Have a good day. Bye.
[AGENT][NEUTRAL] All right, bye. You too.
[AGENT][NEUTRAL] Hey [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] Alright, so I think that was just kind of a hiccup on our end as we did receive the death certificate already um for her and for [PII], um, so we, we will get that corrected it will be uh lapsed, so you won't have to worry about anything additional with this policy.
[CUSTOMER][NEUTRAL] OK, yeah, I thought my sister had canceled this canceling policy, but
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, um, and I, I believe she was the one who sent us that, so I think again I think that was just kind of a hiccup that it's showing that it's active, um, but everything is good to go, y'all are fine.
[CUSTOMER][NEUTRAL] OK, and I, I just didn't know what this refund was and, and uh so now I know and.
[AGENT][POSITIVE] That yes, so that's the overpayment, right? I'm so sorry for the confusion.
[CUSTOMER][POSITIVE] It's all good. Thank you so much.
[AGENT][NEUTRAL] All right, yes, did you have any other questions for me?
[CUSTOMER][NEGATIVE] No, I don't thank you.
[AGENT][POSITIVE] Alright, yes sir, thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.