AccountId: 011433970860
ContactId: b83d2009-21e0-425f-9317-f6f1a3dcf016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466339 ms
Total Talk Time (AGENT): 258299 ms
Total Talk Time (CUSTOMER): 193474 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b83d2009-21e0-425f-9317-f6f1a3dcf016_20250324T13:49_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am um my name is [PII].
[CUSTOMER][NEUTRAL] I am calling on behalf of my mom.
[CUSTOMER][NEGATIVE] Uh, I had called earlier. She passed away on [PII].
[CUSTOMER][NEUTRAL] And I talked with someone, um, believe the maybe [PII], um, but I was calling to cancel her policy and I'm not sure if y'all were gonna send us something so that we would have an address and if you had to have a death certificate in order to cancel it or not but I just noticed that.
[CUSTOMER][NEUTRAL] Um, a fee of $14.50 which is not much, but it's been taken out in February and again this month.
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] So, um.
[AGENT][NEUTRAL] We can help, well, I can help you verify what we need and get um get you the information that's needed. But before we proceed, Ms. [PII], is it possible to get a callback number in the event that we get disconnected, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, my cell number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And do you happen to have your mom's policy number?
[CUSTOMER][NEUTRAL] I believe this was given to me 440478. Does that sound right?
[AGENT][NEUTRAL] Yes, ma'am. Bear with me one moment.
[CUSTOMER][NEUTRAL] OK, I've got a lot of different numbers and things written down on a piece of paper.
[AGENT][NEUTRAL] And what was your mom's full name and date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] My mom's full name was [PII]. Her date of birth was [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] or [PII].
[AGENT][NEUTRAL] OK. Thank you for that, Ms. [PII] and that is what we have on file. And can you also verify her mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] I don't know that I have the zip in front of me.
[AGENT][NEUTRAL] Oh, that's OK. You gave me enough information. It looks like we've already received the death certificate.
[AGENT][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], that's my niece, that's her granddaughter. She, I'm not in the town where they live and they got the gift certificate, a gift.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Death certificate, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK. Um,
[CUSTOMER][NEUTRAL] But um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I wonder why another payment was taken out this month.
[AGENT][POSITIVE] Well, because it looks like we actually just got it. Um.
[AGENT][NEUTRAL] And I guess they're still working on it. So I do apologize. Normally when we get a notification, we
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We do cancel the policy as a temporary hold until we get the information and then if we don't get it within 30 days, we send a death certificate. In this case, it looks like you did get one of our representatives, but it wasn't our actual customer service rep, so the information wasn't relayed. So I do apologize. So what I'm gonna go ahead and do is because we do have a death certificate in-house, um, let me just make sure we do just before I tell you yes, we have notes, but sometimes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Things don't plan out, so just let me make sure. And as long as we've got it, what we can do um today is cancel it, so it won't draft any further. And then, of course, since you stated her passing was in February, we will definitely refund the overpayment that was received um for the months that she wasn't with us anymore. So, um we will send that back to you guys. Just bear with me one moment, let me make sure we have everything.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know this is gonna sound really crazy.
[CUSTOMER][NEUTRAL] But what kind of policy was this?
[AGENT][NEUTRAL] It was a cancer policy.
[CUSTOMER][NEUTRAL] Was it health insurance?
[AGENT][NEUTRAL] Well, in a way, yeah. Well, in the event that she concurred a cancer-related illness and sought medical attention, the policy would have helped pay for the expenses that she concurred from the medical illness of cancer. So, um, it was basically like a supplement. Yeah, so most people use it, use our policies in addition to their major medical cause it can get pretty costly um for cancer treatment.
[CUSTOMER][NEUTRAL] Oh, it is cancer policy, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Yeah, I think she was diagnosed but.
[CUSTOMER][NEUTRAL] She did not follow, she did not get any other additional treatment because she was.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Something [PII] old and I just didn't think that the um treatment.
[AGENT][NEUTRAL] was necessary.
[CUSTOMER][NEUTRAL] She could handle it right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They didn't think she could handle it, so that's fine.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Well, is she, she, uh.
[CUSTOMER][NEUTRAL] I just wondered.
[AGENT][NEGATIVE] Well, so she did have cancer, but she just didn't get any treatment. Let me see what else she's got on this policy.
[AGENT][NEUTRAL] I was thinking maybe she might have had a first occurrence benefit. Sometimes, even if you don't get treatment, there's a first occurrence benefit. And with that first occurrence, it's a lump sum benefit amount that we just give out doesn't, just because you got diagnosed. Um, so I was trying to check and see if she had that, but it looks like she only had chemo benefit and a hospital benefit in the event that she was put in the hospital. Um, so she didn't have that. So I am looking at the death certificate.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to go ahead and cancel the policy so it won't draft any further and what I'm also gonna do is get with our customer service representative um to see if they can work on this this week and get this taken care of and get it sent back to you guys.
[CUSTOMER][POSITIVE] OK, thank you very much we appreciate it.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. So.
[CUSTOMER][NEUTRAL] I just was I I was just double checking because I, I didn't know if we had failed to follow through or get y'all what you needed or whatever but um that's fine whatever y'all uh work out will be fine thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, no problem at all. And you should be getting something from us in the mail within 5 to 7 business days. Now, do you guys still have access to her mailing address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's where.
[CUSTOMER][NEUTRAL] That's my sister's address. She lived with my sister's, yeah, so that was fine.
[AGENT][NEUTRAL] Lucy. Was it Lucy?
[CUSTOMER][NEUTRAL] Yes, that's Lucy.
[AGENT][NEUTRAL] OK, OK, so we'll be sending um confirmation of it being canceled and the overpayment back to you guys. Um, she should get it within 5 to 7 business days. So just keep an eye out for it, but in the meantime, it's not gonna draft any further. So if you guys need to go ahead and close that account out, you're good to go at this point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that's fine thank you you've been very helpful and I appreciate it.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APO and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.