AccountId: 011433970860
ContactId: c0b351f4-b52d-4052-94e0-5b5aec3d8b45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273709 ms
Total Talk Time (AGENT): 88627 ms
Total Talk Time (CUSTOMER): 111745 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/c0b351f4-b52d-4052-94e0-5b5aec3d8b45_20250508T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Uh,
[CUSTOMER][NEUTRAL] We have a cancer policy with y'all.
[CUSTOMER][NEUTRAL] And my husband passed away and I'm wondering what
[CUSTOMER][NEUTRAL] I need to do
[AGENT][NEUTRAL] OK, um, are we needing to, uh, just cancel the policy or you just wanting him removed from the policy?
[CUSTOMER][NEUTRAL] I'm just gonna remove him. I want to keep the policy for myself.
[AGENT][NEUTRAL] Understand. OK, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Hold on just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 681-85
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that, [PII]. uh I'm going to put you on a brief hold for just a moment and uh get you with our customer service department so they can assist you with this.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I am doing good. I swear just hearing your voice makes me smile. I'm always so happy to talk to you.
[CUSTOMER][POSITIVE] Oh, you're so sweet. Oh my [PII].
[AGENT][NEUTRAL] It's the truth. Um, I've got.
[CUSTOMER][POSITIVE] You have a good, you have a very happy, cheerful voice. I do have to say that now. Oh my goodness. Yes, yes.
[AGENT][NEUTRAL] You bring it out of me.
[CUSTOMER][POSITIVE] Oh my goodness, what you got, my dear?
[AGENT][NEUTRAL] I've got a member, um, she is a part two on the policy and her spouse, um, he's part one and he has just passed away, so she wants to kind of go over what she can do about keeping this, um, and getting him removed from the policy.
[CUSTOMER][NEUTRAL] OK, alright, we can do that. What's the policy number?
[AGENT][NEUTRAL] That is 84149.
[CUSTOMER][NEUTRAL] 84149 wow, that's an old number.
[AGENT][NEUTRAL] It is a very old one. She gave me the old policy number at first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, like the non L or none whatever. OK. Yeah. All right, so we got Ms. [PII], and we have, yes, she can definitely continue with this. She just send us a death certificate and we'll get her taken care of. So put Ms. [PII] on through.
[AGENT][NEUTRAL] 98, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you, Ms. [PII] have a great rest of your day.
[CUSTOMER][POSITIVE] I'm assuming you verified everything. You too, honey. Thank you. All right, thank you.
[AGENT][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye dear.