AccountId: 011433970860
ContactId: c5c50355-8d9c-491e-9637-69b978427f74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289380 ms
Total Talk Time (AGENT): 127021 ms
Total Talk Time (CUSTOMER): 128836 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/c5c50355-8d9c-491e-9637-69b978427f74_20250508T22:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I am, uh, the daughter of [PII], and I am his, he has passed away, and I am looking at his some of his bank statements and things that are coming out of his account, and I see a premium to the American public insurance premium.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we're just wondering if if he has a uh.
[CUSTOMER][NEUTRAL] A policy with you all.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] I don't have any paperwork anywhere.
[AGENT][NEUTRAL] Yes, ma'am. I can definitely check to see if he has a policy with our company. Um, I'm very sorry to hear about your daddy's passing, um, but we'll help you all we can. Can, do you know your dad's, um, social security number that will help me. I could pull up his policy that way unless you have a number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] I don't have, I don't have anything. All I have is in his account, you know, that it's like I have a pending transaction today actually, um, it's, it's, uh, his social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find him by his social.
[AGENT][NEUTRAL] OK, and can you please verify your dad's date of birth for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you, ma'am. I do show that he does have an active policy with us.
[AGENT][NEUTRAL] So what we're going to need is um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] As soon as you receive his death certificate, I'm gonna give you an email address to send that to. Once we receive the death certificate, we can cancel his policy and refund any premium that was paid after his passing.
[CUSTOMER][NEUTRAL] OK. Uh, the funeral home has been helping me do a lot of this stuff, and I think they have the um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I think right now, I, I'm, I'm out of um state to where he's going to be buried. He's um his funeral is Monday, but um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] They were just asking about any policies and the only one I knew of was not this one and then I, as I'm going through his bills and his bank statements, I saw this premium so I was figuring this was another. Do you um do you happen to know by chance?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like his other policy.
[CUSTOMER][NEUTRAL] Uh, the beneficiary was listed as his trust. Is that the case also with this policy?
[AGENT][NEUTRAL] This policy does not have any beneficiaries because it's a cancer policy.
[CUSTOMER][NEUTRAL] Oh, it's a cancer policy. OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I, I will, um, either have myself or the, um.
[CUSTOMER][NEUTRAL] Funeral home.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Get that information to you.
[AGENT][NEUTRAL] OK, and are you able to write down the email address to send the death certificate to?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]. It[PII]
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Like [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it doesn't have to be, it could just be um you can download it onto your computer and then just upload it into the email it doesn't have to be the actual original um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Death certificate, it can go through the email or you could take a picture.
[CUSTOMER][NEUTRAL] A
[AGENT][POSITIVE] That'll work too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much uh huh.
[AGENT][POSITIVE] You're very, very welcome, Miss [PII]. I hope you guys have a blessed night and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you very much. Bye-bye.
[AGENT][NEUTRAL] Um, bye-bye, ma'am.