AccountId: 011433970860
ContactId: ade25b27-3d1d-4ea6-9599-f817cb83a027
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278239 ms
Total Talk Time (AGENT): 105541 ms
Total Talk Time (CUSTOMER): 145909 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/ade25b27-3d1d-4ea6-9599-f817cb83a027_20250418T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I just would like to report a death of a policyholder.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but I, I don't even know if the policy is still active. It's from [PII].
[AGENT][NEUTRAL] Sure we can check to first see if that is uh active or not and then uh the steps following that um what was your name please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, [PII], calling for [PII], who's the personal representative.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hey [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] You bet.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, let's see, I've been looking for, for one, but, um, I can't. There's this is like a 30 page document, you know what page it would be, and it, it's not on page one.
[AGENT][NEUTRAL] Oh gosh yeah um that's OK if it's easier.
[AGENT][NEUTRAL] If if it's easier I can uh start using the social.
[CUSTOMER][NEUTRAL] OK, OK, um, hang on two seconds to get her social security number, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Because I don't see any kind of number by your address or anything.
[CUSTOMER][POSITIVE] But I do have her social security card, so that's good.
[CUSTOMER][NEUTRAL] How should we get going?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You're in [PII]. How's your day going? Are you in [PII]?
[AGENT][NEUTRAL] No, ma'am. I'm in [PII]. Um, it's going all right. It's supposed to get a little bout of storms tonight, but
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We'll see.
[CUSTOMER][NEUTRAL] Yeah, we, we had snow yesterday in [PII].
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Yeah, I know, I know. OK.
[AGENT][NEUTRAL] Oh, that's crazy.
[CUSTOMER][NEUTRAL] Social security number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, well, I did not get any result with that social, um, the only other thing I can try if you wouldn't mind, could you spell out the first and last name for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, I have a certificate number.
[AGENT][POSITIVE] Oh awesome yeah let's do that yes ma'am.
[CUSTOMER][NEUTRAL] Would that be helpful?
[CUSTOMER][NEUTRAL] OK. For Fort Worth ISD is the policy holder and it's 01212267.
[AGENT][POSITIVE] OK awesome thank you one moment.
[CUSTOMER][NEUTRAL] And then the insured is [PII], yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Effective date [PII] policy number 18296.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For an individual plan.
[CUSTOMER][NEUTRAL] Is that helpful? Yeah.
[AGENT][NEUTRAL] Let's see, yes, absolutely, thank you. OK, and then if you would, um, can you verify the date of birth please for this number?
[CUSTOMER][NEUTRAL] Yes, it's um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then um I'm not sure are you able to verify the mailing address we've got on file for them?
[CUSTOMER][NEUTRAL] Um, if, if it's the [PII] address, she moved to [PII] last year.
[AGENT][NEUTRAL] Yes, it's a, it is a, uh, it's a PO box in [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, hang on two seconds.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Got it right right here, um, [PII].
[AGENT][NEUTRAL] OK, that's not what I have, but that's OK. Um, so [PII] did just have this one policy with us. It was a cancer policy and it did terminate, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So there are no active policies with us at this time.
[CUSTOMER][POSITIVE] Great. OK. That's what I.
[CUSTOMER][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] It was, it was, what did you call it?
[AGENT][NEUTRAL] Yes, that's
[AGENT][NEUTRAL] The termination date that's when it ended.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][POSITIVE] Terminated, terminated. OK, that's what I needed to know. Thank you so much.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] All right yeah thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Take care.
[AGENT][POSITIVE] Thank you you too bye bye.