AccountId: 011433970860
ContactId: c6848d84-6336-42b6-bb42-9bf390874c01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385720 ms
Total Talk Time (AGENT): 107690 ms
Total Talk Time (CUSTOMER): 136365 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c6848d84-6336-42b6-bb42-9bf390874c01_20250213T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I am calling cause um
[CUSTOMER][NEUTRAL] Mm, I think maybe a couple of weeks ago or so. I had a college job because I was noticing that y'all were taking out some money for a cancer policy and an accidental, accidental policy on my mom. She's passed away two years ago, and I've already sent the death certificate and everything, and they had told me that they had already canceled all that.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And I'm still getting the charge.
[AGENT][NEUTRAL] OK, are you noticing it coming out of the bank account or being billed for it?
[CUSTOMER][NEUTRAL] It's coming out of the banking account. It was just one of them that it was accidental uh yesterday.
[AGENT][POSITIVE] It is OK.
[AGENT][POSITIVE] OK, OK, we will definitely take a look at that um what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], 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, uh, either one of those policy numbers?
[CUSTOMER][NEUTRAL] No, I, um, well, you know what, let me check my email, I think because I sent the, the, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Death certificate on there.
[AGENT][NEUTRAL] Mhm if it's easier I can start choosing a social as well.
[CUSTOMER][NEUTRAL] I don't have her social. I just had.
[AGENT][NEUTRAL] OK, OK
[CUSTOMER][NEUTRAL] Um 3.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] OK, I think the account number.
[CUSTOMER][NEUTRAL] And find
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I found the policy number. Uh, I don't know which is which though there's 2 policy numbers.
[AGENT][NEUTRAL] That's fine. Either one, sure.
[CUSTOMER][NEUTRAL] OK. One of them is 761-241.
[AGENT][POSITIVE] OK, I'll be able to find the other one this way. Don't you don't have to worry about that other one. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was the name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Give me just a moment.
[AGENT][NEUTRAL] I'm sorry, when did you say you received, or I'm sorry, when did you say that you sent the death policy or death, death certificate?
[CUSTOMER][NEUTRAL] Actually, it was [PII] when I sent it.
[AGENT][NEUTRAL] This last January.
[CUSTOMER][NEUTRAL] Yes, this past January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I thought I got an email also that it was to confirm canceled.
[CUSTOMER][NEUTRAL] Let me go back and check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII], if you don't mind I'm going to put you on a brief hold and I'm going to reach out to our customer service department just to get clarification on this. Give me just a moment OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright, thank you. um I've got somebody I need to transfer to y'all um it's a daughter of a member who she said that her mother, it's her mother's policy, had passed away a couple of years ago. She sent us the death certificate she said last month, um, and I do see that note, but she said that yesterday that, uh, she noticed there's still, um, premium coming out of the bank account, right, so she wants to see what's going on with that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I can help with that. What's the policy number?
[AGENT][NEUTRAL] It is 761-241.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 761241 OK and what's the daughter's name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this is um [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I'm showing it collapsed. She must have another policy.
[AGENT][NEGATIVE] I tried looking and they all look like they're termed.
[CUSTOMER][NEUTRAL] Yeah, they do. OK.
[CUSTOMER][NEUTRAL] ABHR.
[CUSTOMER][NEGATIVE] I refunded.
[CUSTOMER][NEUTRAL] Back in January.
[CUSTOMER][NEUTRAL] We haven't drafted since November.
[CUSTOMER][NEUTRAL] OK, let me look in another place.
[CUSTOMER][NEUTRAL] Uh we're not drafting her account anyway.
[AGENT][NEUTRAL] That's why I think she's a bit confused, but I didn't want to say just in case I don't know, you know.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm, I'm not going to assume anything.
[CUSTOMER][POSITIVE] Right, OK, I'm ready for her.
[AGENT][POSITIVE] All right, appreciate it. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.