AccountId: 011433970860
ContactId: b3c70876-9741-45a2-9d41-f2fd17c04af7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444630 ms
Total Talk Time (AGENT): 188182 ms
Total Talk Time (CUSTOMER): 207287 ms
Interruptions: 4
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b3c70876-9741-45a2-9d41-f2fd17c04af7_20250506T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm trying to find out some information and for some reason I'm not sure if you can help me or not, uh, this, I've got a, my mom has got an insurance, uh, it's called American Public Insurance with a premium, and she's getting, she, she's getting debit each month out of her checking account and unfortunately she has passed away.
[CUSTOMER][NEUTRAL] I'm trying to locate what this if it's through you guys, this insurance premium or not and I.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] If you can maybe help me out on that.
[AGENT][NEUTRAL] Yes, uh, unfortunately there are quite a bit of, uh, companies with similar names. um, what did you say the name was, uh, that you saw on the draft?
[CUSTOMER][NEUTRAL] Well, it's uh American Public INS. Preem and it has a number on it.
[AGENT][POSITIVE] OK, well that sounds like we are American Public Life so we could definitely take a look um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It has a
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. um, I imagine you probably don't have a policy number, do you?
[CUSTOMER][NEGATIVE] I don't, uh, I don't even know. I, I mean, I, I'm trying to go through her paperwork and of course, you know, it's, it's a jumble mess and so I know that this, this has been debited out uh for quite a while and I just, I just don't know, uh, what it is to be honest with you and whenever they pull up the number, you know, if so.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] That's all right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's all right. uh, so I can also search using a social.
[CUSTOMER][NEUTRAL] So I've got
[CUSTOMER][NEUTRAL] Yes, I've got a social number, social security number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And, uh, what was her name, please?
[CUSTOMER][NEUTRAL] Her name on her social is [PII], which actually is [PII].
[CUSTOMER][NEUTRAL] M O N T Z E.
[CUSTOMER][NEUTRAL] [PII] that's how it's spelled on her social security number. Now she also goes by [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I appreciate you telling me that because I did get quite a bit of different results so thank you for clarifying that.
[AGENT][NEUTRAL] Alrighty, give me just a moment. Um, do you have her, uh, date of birth?
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. All right, thank you so much for verifying all that, [PII]. OK, so at this present time, she has one policy that is currently active with us, uh, and that is a cancer policy.
[AGENT][NEUTRAL] And it looks like um if we're needing that canceled um the first thing we would need of course would be that death certificate and whenever you're ready I can let you know um how you can get that sent to us.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, go ahead and let me know what I need to do on that.
[AGENT][NEUTRAL] Sure, um, it can simply be a photo of the death certificate or a scan that's whichever is easier as long as it's legible that is perfectly fine. uh, so I've got an email address, uh, fax number, and a mailing address.
[CUSTOMER][NEUTRAL] Where I need
[CUSTOMER][NEUTRAL] OK, let me have the email.
[AGENT][NEUTRAL] Yeah, OK, so that's going to be [PII] team.
[AGENT][NEUTRAL] So CARE.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] [PII] yes TEAM, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the word public P U B L I C.
[AGENT][NEUTRAL] So AMpublic.com.
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] Yes, so you would just send that information. Yes, sir. I'll go ahead and give you this policy number so you can reference that. It'll just be, uh, you know, take less time, uh, for them to be able to identify the account. Let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] And I can email a picture through that.
[CUSTOMER][POSITIVE] Yes ma'am, go right ahead.
[AGENT][NEUTRAL] That is 451-923.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we do have it under uh PC [PII] is the the name that we have this under.
[CUSTOMER][NEUTRAL] OK, 45.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I don't understand why I, I, I thought that actually [PII], our representative would have contacted you guys. She has been deceased since [PII], so, um, and they've debited.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] So anyway, uh, that's what I was trying to get, get figured out on that. So what I'll do is I'll take a picture of it and email it to [PII].
[AGENT][POSITIVE] Perfect, yes.
[CUSTOMER][NEUTRAL] And I'll reference the policy number on that as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, just let them know that we're needing it.
[CUSTOMER][NEUTRAL] Is that all I need is just uh the picture of the.
[AGENT][NEUTRAL] Yes sir, as long as that's all we're needing is for it to be canceled, that is all the information we would need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome. I will get that done. Will there be any reimbursement for the last two months since she's been deceased on that or is that something that?
[AGENT][POSITIVE] Uh, they absolutely should be, absolutely.
[AGENT][NEUTRAL] Because at this point it is currently active, so yes.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK. All right. I'll, uh, I'll.
[CUSTOMER][NEUTRAL] OK, I will get this done today then, and I guess they'll probably without that they'll confirm that I that's received, I guess after that or can I request that I guess on the email.
[AGENT][POSITIVE] Yes, absolutely, you, you should get a um, there might be a generic um kind of response email just indicating that it was received. I would give it about um I would say 24 to 48 hours it'd be closer to 24 hours you should hear something back by tomorrow, um, like an actual response with this. If not, you could definitely give us a call back to make sure that that's been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will do that. All right, [PII]. Well, that should help me out tremendously. Thank you so much for being patient with me on that.
[AGENT][POSITIVE] Of course, yeah, absolutely happy to help. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] I've been
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, ma'am, that should take care of me as of right now.
[AGENT][POSITIVE] Alrighty well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Oh, thank you. You as well. Take care. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.