AccountId: 011433970860
ContactId: b945c30b-9779-4575-a1fd-f138833e2fb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437690 ms
Total Talk Time (AGENT): 202846 ms
Total Talk Time (CUSTOMER): 182461 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b945c30b-9779-4575-a1fd-f138833e2fb7_20250203T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and um I had a cancer policy through you all with my husband. It was a family situation. He's now deceased, but I wanted to continue that. I also have a policy for you with you for, I think it's called like extended care or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, Miss [PII], um, I can help you with your policies, uh, first, can you give me your callback number just in case our call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you very much. And, and what is your policy number?
[CUSTOMER][NEUTRAL] Well, that was my main question because I've received 3 letters from [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there's 3 policy numbers. Well, I don't know what they go. She doesn't tell me what they go to.
[AGENT][NEUTRAL] OK. If you can give me one of them, it'll pull in all of your policies for me, so I'll be able to look at them.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, now can I pay you with a credit card over the phone?
[AGENT][POSITIVE] You can, yes ma'am.
[CUSTOMER][NEUTRAL] OK, well let me give you one of the policies. It's 9A.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 97567.
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, Ms. [PII], can I get you to please verify some information for security reasons? Can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my home address is [PII]. And if you check to be sure you've got that because the billing used to go through my husband's office.
[CUSTOMER][NEUTRAL] But you'd need to bill me through my home.
[AGENT][NEUTRAL] OK, and I am showing it's [PII] which is the number that you.
[CUSTOMER][NEUTRAL] No, no, it's [PII].
[AGENT][NEUTRAL] [PII]. OK, let me look real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're specifically calling about your cancer policy today, uh.
[CUSTOMER][NEUTRAL] Yeah, and whatever the other one was, [PII] had signed me up. It was like extended, extended care or something like that. I have the other policy numbers right in front of me if that helps you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, I can see them. I can see all of your policies with the one policy number that you gave me. Uh, now I do see that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The policies were paid to the most recent ones were paid to [PII]. So you had mentioned that you wanted to continue the policies. Were you planning on paying the back premiums for those policies from May until now?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Well, I didn't know about that, but it would be just for me. [PII] would not, see, we were on a family cancer one, but [PII] is deceased.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I don't want, I don't wanna pay his portion.
[AGENT][NEUTRAL] Exactly. OK, so what I'm gonna do.
[CUSTOMER][NEUTRAL] It would be
[AGENT][NEUTRAL] I'm gonna transfer you now on over to customer service. I do know that you will need to send in his death certificate and I'm gonna give you the email address where to send that to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I already have.
[AGENT][NEUTRAL] Oh, you already have. OK. So I'm gonna go ahead and
[CUSTOMER][NEUTRAL] Yeah, I had to do that to get to get right, yeah, I've sent in the death certificate and some other things too, so you should already have that.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] OK. Well, I'm gonna go ahead and, mhm.
[CUSTOMER][NEUTRAL] Yeah, and he's
[CUSTOMER][NEGATIVE] He's been canceled.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, alright, so I'm gonna go ahead and transfer you over to customer service and I'm gonna let them know that you're wanting to continue the policies and that you wanted to pay the premium and and let them assist you further, OK?
[CUSTOMER][POSITIVE] I appreciate it thank you.
[AGENT][POSITIVE] It's no problem, Miss. [PII]. I hope you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hi, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Hey, I've got an insured on the phone. Her policy number, well, the one she gave me was 9897567.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am, I have pulled up policy number 433097.
[AGENT][NEUTRAL] She called
[CUSTOMER][NEUTRAL] Wait a minute, is that the same thing?
[AGENT][NEUTRAL] Yeah she called um.
[CUSTOMER][NEUTRAL] OK, wait.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] OK, hold on one second, let me, let me, let me pull this up real quick, OK? 989-7567 and make sure I got it right.
[AGENT][NEUTRAL] OK. Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so let me, it's, I hold on.
[CUSTOMER][NEUTRAL] I know, I, I know she's on the phone.
[CUSTOMER][NEGATIVE] Uh, my fingers are not.
[AGENT][NEUTRAL] That's O[PII]
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I got to slow down. 9897567.
[CUSTOMER][NEUTRAL] OK. [PII]?
[AGENT][NEUTRAL] Yes, she is calling because part one has passed away. She's already sent in his death certificate she said he's already been taken off the policy. I told her that I see that the last payment date for her policies, she wants to continue them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Was in May and she said I wanna pay over the phone so I am transferring her to to you guys to assist.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, oh, OK. What other policy number did you say, [PII]?
[AGENT][NEUTRAL] 433-097.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and both of them are.
[CUSTOMER][NEUTRAL] Or lapsed since May.
[AGENT][NEUTRAL] Lap. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, you can transfer thank you OK bye.
[AGENT][NEUTRAL] OK. Thanks, [PII]. Bye-bye.