AccountId: 011433970860
ContactId: ace72d23-1209-45d7-86ac-8fcf941d3a75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259910 ms
Total Talk Time (AGENT): 113135 ms
Total Talk Time (CUSTOMER): 59336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ace72d23-1209-45d7-86ac-8fcf941d3a75_20250220T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, my mom has a policy with y'all and she has passed away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So still the premium still being taken out of her checking account, of course we've never let y'all know that she passed away till now.
[AGENT][NEUTRAL] All right, um,
[AGENT][NEUTRAL] OK. We can look at. Do you happen to have a policy number on hand so we can look at it? All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 98.
[CUSTOMER][NEUTRAL] C 0527
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. I'm gonna repeat back the number just to make sure I have it OK.
[AGENT][NEUTRAL] Um, 980.
[AGENT][NEUTRAL] 257.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] 9 AC 0527
[AGENT][NEUTRAL] 0527 right.
[AGENT][NEUTRAL] Alright, and what state was this policy issued?
[CUSTOMER][NEUTRAL] Well, she lives in [PII], yeah, [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] OK. And what's a good callback number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII], her daughter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she passed away in October.
[CUSTOMER][NEGATIVE] And um, but there have been premiums taken out every month since then, so I need a refund possi.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], um, I was able to find a policy and just for, um,
[AGENT][NEUTRAL] Uh, let's see, as the follow up steps, uh, uh, we will have to receive a copy of the death certificate. That way we can look at the um date she passed away and we will go on from there to go ahead and um lapse the policy and make the refund of those payments that have been um made.
[CUSTOMER][NEUTRAL] Now send that to [PII].
[AGENT][NEUTRAL] Uh, no, that will be, it will be another um address.
[CUSTOMER][NEUTRAL] Hold on, hold on just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Go
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Do I need to put a letter in there stating what what what's going on this or anything?
[AGENT][NEUTRAL] Mhm, yes, yes, you can refer to the policy number um we have a uh.
[AGENT][NEUTRAL] Yes, the policy number, the name of the insured, and pretty much just letting us know to process the um the cancellation, and we will go ahead from there.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][POSITIVE] All right. You're very welcome. I'm so sorry for your loss, Ms. [PII]. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.