AccountId: 011433970860
ContactId: acc1a616-ae6d-48a7-be08-d3beaad77012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260079 ms
Total Talk Time (AGENT): 131892 ms
Total Talk Time (CUSTOMER): 82372 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/acc1a616-ae6d-48a7-be08-d3beaad77012_20250415T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have an insured's daughter on the other line. The insured passed away yesterday, and she's trying to report the death and see what she needs to do moving forward.
[AGENT][NEUTRAL] All right. uh, what is the policy number?
[CUSTOMER][NEUTRAL] So it's 587.
[CUSTOMER][NEUTRAL] 886.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and is a callback number the same one that's.
[AGENT][NEUTRAL] Here in the system.
[CUSTOMER][NEUTRAL] The [PII]?
[AGENT][NEUTRAL] All right. And uh who do we have on the line? You said the order?
[CUSTOMER][NEUTRAL] Yes, her name is [PII].
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hello, [PII]?
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][POSITIVE] All right, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK? Thank you so much. You're welcome.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Hey, [PII], how are you?
[AGENT][POSITIVE] Hello, I'm doing good. I was just advised um that you are giving us a call because your your mother recently passed away, is that correct?
[CUSTOMER][POSITIVE] That's right, yes, yesterday, yes ma'am.
[AGENT][NEUTRAL] All right. Um, as for us to cancel the policy, the only, um, requirement we have.
[AGENT][NEUTRAL] um, we only have to receive a copy of the death certificate and off of that we go um and cancel the policy as if there is any premium paid, um, let's say, um, that the policy drafts for, um, let's say May and we still haven't received the um death certificate and then we
[AGENT][POSITIVE] See it a few days after it has drafted, um, based on that, um, date of death, we will go ahead and refund the money that has been already paid like that unearned premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because it comes out of her uh checking account automatically so, um, now where would I send the copy of the death certificate when we get them?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, we have, I can provide the email address, the, uh, physical address, or a fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email, email is fine.
[AGENT][NEUTRAL] Mhm. Which one email? All right. Um, that will be [PII]
[CUSTOMER][NEUTRAL] Um, email, uh huh.
[CUSTOMER][NEUTRAL] Can you spell that for me?
[AGENT][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so [PII]
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, so I will send that when we get the death certificates of course it'll take about 10 days and um so that they'll cancel it, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct. And if there is any premium, we will reimburse it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty then well thank you so much for your help I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a nice day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye bye.