AccountId: 011433970860
ContactId: b04691a1-a390-414b-83d7-9a446a87ddab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327160 ms
Total Talk Time (AGENT): 122151 ms
Total Talk Time (CUSTOMER): 140437 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b04691a1-a390-414b-83d7-9a446a87ddab_20250213T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I've got somebody I need to transfer to y'all um it's a daughter of a member who she said that her mother, it's her mother's policy, had passed away a couple of years ago she sent us a death certificate she said last month, um, and I do see that note, but she said that yesterday that, uh, she noticed there's still, um, premium coming out of the bank account right so she wants to see what's going on with that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I can help with that. What's the policy number?
[CUSTOMER][NEUTRAL] It is 761-241.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 761241 OK and what's the daughter's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is on [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] I'm showing it collapsed. She must have another policy.
[CUSTOMER][NEGATIVE] I tried looking and they all look like they're termed.
[AGENT][NEUTRAL] Yeah, they do. OK.
[AGENT][NEUTRAL] EPHR.
[AGENT][NEGATIVE] I refunded.
[AGENT][NEUTRAL] Back in January.
[AGENT][NEUTRAL] We haven't drafted since November.
[AGENT][NEUTRAL] OK. Let me look in another place.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh, we're not drafting her account anyway.
[CUSTOMER][NEUTRAL] That's why I think she's a bit confused, but I didn't want to say just in case I don't know, you know, so I'm like I'm not going to assume anything.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, OK, I'm ready for her.
[CUSTOMER][POSITIVE] All right, appreciate it. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Goodbye.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, uh, I was calling because um I was noticing on my um dad's account.
[CUSTOMER][NEGATIVE] That there was a charge from the American Public Life, um, my under my mom's name. It's an accidental policy for $76.20. I had already called back in January because I was noticing these charges of a cancel policy and an accidental policy. I had called back in [PII], and I spoke to, I don't remember who I spoke to.
[CUSTOMER][NEUTRAL] I told her that my mom has been gone for almost 2 years. Um, so she said she, OK, that she was gonna go ahead and cancel those, so there shouldn't be any more charges, and she wanted me to um send in a a picture of the death certificate, which I did that that same day. I even got the email confirming that y'all uh received the, the email.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] And then um she said that they were um going to reimburse my dad uh.
[CUSTOMER][NEUTRAL] I guess I don't know how many months of the pay, yes, and they sent that, but as of yesterday, you took out um uh accidental policy for $76.20.
[AGENT][NEUTRAL] We did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing we don't even have uh her bank account number or anything in this policy. Could your father maybe have a policy, a separate policy?
[CUSTOMER][NEUTRAL] Mm mm, no, it, it, it has her name on it.
[AGENT][NEUTRAL] Yeah, we, we don't draft that account. She sends in a check each month um.
[CUSTOMER][NEUTRAL] No, it's dropped from, uh, there, it looks like a check, but it's dropped from uh.
[AGENT][NEUTRAL] Every 3 months.
[CUSTOMER][NEUTRAL] From my account it says internet bill pay.
[AGENT][NEUTRAL] OK, that's something you have to stop there at the bank, um, that's not something we do, that's something she had set up yeah.
[CUSTOMER][NEUTRAL] And it shows a picture.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, so you'll need to get with the banking and get that stopped with them and let me check and see.
[AGENT][NEGATIVE] I believe that that was in the refund. All, all that we've we haven't received anything.
[AGENT][NEUTRAL] On here
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Since November.
[AGENT][NEUTRAL] And then I refunded in January.
[AGENT][NEUTRAL] I will get with the billing department see if they have any money over there that they've received and couldn't apply because the policy lapsed and if so then I'll refund that back um but that is something that she set up with the bank not with us so so you need to get with the bank and get that stopped there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, or?
[CUSTOMER][NEUTRAL] So, so, so everything's already canceled?
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] OK, OK, alright then I'll get with the bank then.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thank you [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Hm.