AccountId: 011433970860
ContactId: b56c4b9a-db51-4020-a4d8-0271c0017b4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365320 ms
Total Talk Time (AGENT): 179567 ms
Total Talk Time (CUSTOMER): 170222 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b56c4b9a-db51-4020-a4d8-0271c0017b4c_20250204T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. Uh, my husband, [PII] has a policy through you, policy number 631463.
[AGENT][NEUTRAL] Thank you. Give me, excuse me, give me just a moment while I pull that information up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Miss [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, my husband passed away on [PII].
[AGENT][POSITIVE] Oh bless you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Of this year. I noticed that the premium has already been deducted this month, but I would like for it to be canceled before it's deducted next month.
[AGENT][POSITIVE] Yes, ma'am. We can help you with that. OK, so Ms. [PII], what we will need
[AGENT][NEUTRAL] Is a copy of Mr. [PII]'s death certificate. Do you have that information?
[CUSTOMER][NEUTRAL] No, he died [PII]. Uh.
[AGENT][POSITIVE] So right it's all soon. Yes, ma'am.
[CUSTOMER][NEUTRAL] He, he, um,
[CUSTOMER][NEUTRAL] That there's nothing else. Uh, can you put it, can you make it to where you don't, um, take any more out until we get you that death certificate?
[AGENT][NEUTRAL] Um, let me see. OK, so yes, you, yes, you're about to draft again.
[AGENT][NEUTRAL] Uh, is it drafts the owner around the [PII], or [PII] it looks like.
[AGENT][NEUTRAL] You see what I can do is change the draft date.
[AGENT][POSITIVE] Um, and then come back, you know, we can leave it to, uh, to try to give you more time.
[AGENT][NEUTRAL] To get that information to us.
[CUSTOMER][NEUTRAL] OK, well, um, I'll, I'll do it as soon as I get it, but I, I think that's, that's not a quick process. I don't believe.
[AGENT][NEUTRAL] No, ma'am, it's not. But what, what it is, once we have the, uh, excuse me, have a copy of the death certificate, then the policy can be reviewed for any uh refunds that need to be made.
[CUSTOMER][NEUTRAL] OK. All right. Well, um, I don't really understand why a person can't, uh just cancel, you know, I don't understand that, but, uh, they had it.
[AGENT][NEUTRAL] Yes, ma'am. Well, if, if you were, um, if you were the policyholder, you would be able to.
[CUSTOMER][NEUTRAL] He's had
[CUSTOMER][NEUTRAL] OK. All right. Um.
[CUSTOMER][POSITIVE] All right, well, he said it's a long time paying for nothing, but I realized that I realized that way insurance goes. I will uh get you a death certificate as soon as I can.
[AGENT][NEUTRAL] Yes, I miss you, he, he did have two policies with us. I'm not sure if you're aware of that.
[CUSTOMER][NEUTRAL] Was that one for a first wife [PII]?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh, once for, they were both cancer policies.
[CUSTOMER][NEUTRAL] OK. Um, do you mean to tell me she's been dead 10 years? Oh my.
[AGENT][NEUTRAL] No, this was just for Mr. She only, just for Mr. Sheep, but the.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, I, OK, I didn't know that he had two policies. What was it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Was it both for cancer?
[AGENT][NEUTRAL] Yes ma'am, 2 different types of cancer policies. Let me give you the other number as well so that you can make sure you list both numbers and that both policies do get turned.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you have policy number 631463.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] The next number, the only different number, and it's gonna be the last number, so it'll be 631.
[AGENT][NEUTRAL] 464.
[CUSTOMER][NEUTRAL] OK. Oh, his daughter is the, uh, executor, so I will get with her and give her this information, um, so, um.
[CUSTOMER][POSITIVE] I, uh, I appreciate it and we'll get you this as soon as possible.
[AGENT][NEUTRAL] Yes, ma'am. As soon as you can get that to us, we can get it canceled, ma'am.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Is it possible we could fax you a copy?
[AGENT][NEUTRAL] Certainly that's all we need is a copy. It could be emailed or faxed. I can give you.
[CUSTOMER][NEUTRAL] Of the death
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that that
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, ma'am, that is an old fax number. We do have a new fax number. Let me get that pulled up for you so I'll make sure I give you the correct one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. All right, well, uh, I'll, as soon as we get them, I will make sure that they're, uh, gotten to you as soon as possible.
[AGENT][NEUTRAL] Yes, ma'am, and please list both of those policy numbers, you know, a cover page with just both of those policy numbers, that kind of information.
[CUSTOMER][POSITIVE] OK sure will thank you.
[AGENT][POSITIVE] OK. Thank you. And I'm sorry to hear about Mr. [PII], Miss [PII].
[CUSTOMER][NEUTRAL] And yes, I am, uh, he had Alzheimer's, so, um,
[AGENT][NEUTRAL] Blessing.
[CUSTOMER][NEGATIVE] Yeah, yeah, it was a bad thing, but um
[CUSTOMER][NEUTRAL] God tells us when to go. So I, we just like,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, so thank you so much appreciate your help.
[AGENT][POSITIVE] Well, thank you. Yes, ma'am. Thank you for calling APL and I hope you have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye-bye.