AccountId: 011433970860
ContactId: c0820339-90e6-44b6-9e77-31a7f5cf8936
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227919 ms
Total Talk Time (AGENT): 57211 ms
Total Talk Time (CUSTOMER): 146821 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c0820339-90e6-44b6-9e77-31a7f5cf8936_20250604T20:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and my sister [PII] had a policy. Well, she recently passed, and in going through her paperwork, um, yes, it, it was not, well, let's say.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][MIXED] Unfortunately, she was going, going through a lot of problems at the time, medically, but uh she's in a, she's in a better place now, that's all I can say. But bottom line is this, um, I'm going through her paperwork and one of the
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you know, policies that she had was through American Public Life Insurance Company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this, I don't know really what it was for. It's a public life insurance, but I don't know what she had it for. I can just give you her policy number and see if it's still in effect.
[AGENT][NEUTRAL] OK, yes, sir. What's that policy number, please?
[CUSTOMER][NEUTRAL] 9 A as in apple.
[CUSTOMER][NEUTRAL] 298.
[CUSTOMER][NEUTRAL] 79.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII] thank you and give me one moment.
[AGENT][NEUTRAL] 98.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Uh, it looks like she had a cancer policy with us, but it terminated [PII], so she doesn't have any active coverage with us.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, 2, what was the date it was canceled?
[AGENT][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, in fact.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] In fact, I'm getting that a call back, uh, I mean I'm getting a call back at the same time. I'm sorry I'm mixing my words, uh, uh, this piece of paper, this piece of paper that due date was [PII], so evidently she chose to cancel her policy, um, instead of renewing it.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Uh, it looks like
[CUSTOMER][NEUTRAL] She paid it in [PII] but she canceled it, I guess in [PII].
[AGENT][NEUTRAL] Uh, that's why I'm showing, yes, sir.
[CUSTOMER][NEUTRAL] All right, uh.
[CUSTOMER][NEUTRAL] Well thank you very much for um let me know that I'm just gonna I'm checking off all the different policies I'm finding to find out what the status is of them it's the process.
[AGENT][NEUTRAL] I understand. Oh, yes, sir. Yes, sir. OK. Well,
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. Thank you very much for letting me know, but it was a cancer policy. OK.
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] Well, you know what? He didn't die of cancer.
[AGENT][POSITIVE] Oh, I'm so sorry though.
[CUSTOMER][NEGATIVE] So even if she had it enforced, it wouldn't have paid anything.
[AGENT][NEUTRAL] No, not such a policy term.
[CUSTOMER][NEUTRAL] But uh.
[CUSTOMER][NEUTRAL] Yeah, it was just strictly for cancer, correct?
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][POSITIVE] All right, thank you very much for letting me know and uh I'll talk to you later.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.