AccountId: 011433970860
ContactId: b23b85e7-41a3-41f1-b386-00320e157166
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396480 ms
Total Talk Time (AGENT): 212046 ms
Total Talk Time (CUSTOMER): 139105 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/b23b85e7-41a3-41f1-b386-00320e157166_20250117T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] How are you, [PII]? This is [PII].
[AGENT][NEUTRAL] I'm good fine how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a, um, son of a member on the line. A member has passed away and he's trying to see if he can stop the draft and cancel the policy.
[AGENT][NEUTRAL] OK. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] Yes, 79,830.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes, Mr. [PII] and I got Mr. [PII] and son on the line.
[AGENT][NEUTRAL] OK, and what's his name?
[CUSTOMER][NEUTRAL] Um, his name is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm. And the callback number is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] And you're welcome. Here he comes. Have a good day.
[AGENT][POSITIVE] Alright thanks you too.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Thank you for holding and being patient for me, Mr. [PII]. I got Ms [PII] on the line. Uh, she's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, I appreciate it. You're welcome have a good day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Hi, Mr. [PII]. My name is [PII] in the customer service department. How are you today?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Hi, I'm OK, thank you.
[AGENT][NEUTRAL] OK. Um, so, so was just telling me that you're calling in. Um, can you let us know that Ms. [PII] passed away and you need to cancel her policy?
[CUSTOMER][NEUTRAL] Well, no, no, no, not cancel the policy, uh, first, I mean, I just, I wanna find out what, uh, like.
[CUSTOMER][NEUTRAL] What I needed to, I, I, I don't know what to do from here. Do we submit a claim or how does, how does this work?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, um, so if you do have a claim to be submitted, yes, you need to submit that, um, and we'll need a death certificate, um, unfortunately until I get the, OK, um, so I can't discuss anything about the policy with you until we get a copy of that. Can you email a copy of that to us?
[CUSTOMER][NEUTRAL] Uh-huh, I have that, yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yes, absolutely, yeah.
[CUSTOMER][NEUTRAL] Um, let me get, let me get your email address or whoever I'm supposed to send it to, um, OK.
[AGENT][NEUTRAL] All right, you're ready?
[CUSTOMER][NEUTRAL] OK, what's the email again?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, add an [PII] in [PII] of the [PII] It's [PII].
[CUSTOMER][NEUTRAL] OK, yeah, I kinda cut out just a hair. OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Do I need to put any information in the email like her uh her policy number?
[AGENT][NEUTRAL] Yes, you can put the policy number in there for us that way, um, when we get the email, we can locate the policy quickly. um, and then any questions you have regarding claims or anything like that, go ahead and put that in the email so that we have it in writing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then somebody can respond to your email with any questions or they can call you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, since she did pass away, they might freeze her bank account, they will, I'm sure they will freeze her bank account, so that auto payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will no longer come out, but since she's passed away, that's not gonna hurt her policy, is it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it won't, um, it, I mean the policy will probably lapse if we don't receive the payment, but, um, any claims that you have will be, um, dated for before the policy would lapse, so she's, you know, the policy is active now so uh you don't have to worry about that.
[AGENT][NEUTRAL] Um, so yes, sir, and, and we would see when you submit the death certificate when she passed away, so, um, don't worry about the, the draft coming back that it's totally fine. It's not gonna affect any claims that you need to submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, very good. So I'm gonna email that, uh, the copy of the death certificate and then would I be able to like, what happens after that?
[AGENT][NEUTRAL] Uh, once we receive the death certificate, um, somebody can contact you and answer any questions you have regarding the policy, um, and give you further instructions on how to file a claim or anything like that that you have questions about, um, we will also go in and lapse the policy, uh, with her death certificate and, uh, but like I said, that's not going to affect your ability to file a claim.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] Uh, because she would still have been an active, um, active status, um, when you're file when you're submitting for, so it, it will not affect that, yes, mhm.
[CUSTOMER][POSITIVE] OK, good deal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, that makes sense that makes sense.
[CUSTOMER][POSITIVE] OK, very good all right well I'll get that sent over uh right away.
[AGENT][NEUTRAL] Alright Mr. [PII] and I'm gonna make notes in here that you did call today um and that you're sending that over um is there anything else I could do for you today?
[CUSTOMER][POSITIVE] No, ma'am, I think, I think we're good now.
[AGENT][POSITIVE] All right, Mr. [PII]. Well, thank you so much for calling APL uh, my condolences on the loss of your loved one, and you let us know if you need anything, OK?
[CUSTOMER][POSITIVE] I will. I appreciate that.
[AGENT][POSITIVE] No problem, Mr. [PII]. Have a wonderful day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.