AccountId: 011433970860
ContactId: c72250bb-0bf4-488d-842d-2a224283a6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238130 ms
Total Talk Time (AGENT): 127380 ms
Total Talk Time (CUSTOMER): 87962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c72250bb-0bf4-488d-842d-2a224283a6e6_20250501T19:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the care team, and I've got a member on the line. I'm not sure if I should start with you or start with customer service, so she's wanting to pay her invoice, but um.
[CUSTOMER][NEUTRAL] Her husband passed away last year and I know she's gonna send in the death certificate and I assume that's probably gonna make a difference on her premium, so.
[AGENT][NEUTRAL] It will.
[AGENT][NEUTRAL] But let's see what we got and she's got her individual policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah, she's got a policy with her and her husband, but like I said, he passed away recently, so.
[CUSTOMER][NEUTRAL] She said last year I believe.
[AGENT][NEUTRAL] OK, [PII]. What, what is that um policy number?
[CUSTOMER][NEUTRAL] Policy number 793993.
[AGENT][NEUTRAL] 79393.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] Or [PII].
[AGENT][NEUTRAL] Oh ohern O'ern.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] I butchered that big time. Um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm glad it was to you and not her.
[AGENT][NEUTRAL] OK, so she is wanting to make a payment, but she said her husband passed away?
[CUSTOMER][NEUTRAL] Yes, so I didn't know if I don't, I wasn't sure where to start on that if we need to like get the death certificate first before we, but I don't want her policy to lapse obviously I'm sure she doesn't want that to happen.
[AGENT][NEUTRAL] Her policy is not gonna lapse. It's not, I mean, cause she's only due [PII], um, so she's got a 30 day grace period and um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um, I mean, if I take the payment, it's gonna be for the whole amount.
[AGENT][NEGATIVE] But if her husband passed away, I mean, a customer service would need.
[AGENT][NEUTRAL] The death certificate, I know that, um.
[AGENT][NEUTRAL] They would be able to figure out probably.
[AGENT][NEUTRAL] Well, they would.
[AGENT][NEUTRAL] What it would be for an individual coverage.
[AGENT][NEUTRAL] But uh before they could change it, I'm sure they're gonna need the death certificate first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I mean either way.
[CUSTOMER][NEUTRAL] OK, OK, so um.
[AGENT][NEUTRAL] Um, if she wants to.
[CUSTOMER][NEUTRAL] OK, so we needed a certificate.
[AGENT][NEUTRAL] Right, but if she wants to pay the full amount.
[AGENT][NEUTRAL] And us reimburse her or if she wants to wait and change the coverage, have the, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So, I mean.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I can, I, I can talk to her. That's not a problem. I don't have a problem at all with that.
[AGENT][NEUTRAL] Um, if that's up to you.
[CUSTOMER][NEUTRAL] OK, I didn't yeah, I, I didn't clarify with her if she wanted to just go ahead and pay it or if she wants to wait because that does look like she pays annually it looks like.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] And probably could make a pretty decent difference um for someone if she's on income so um let me let me get her back on the line and if she wants to make a payment I'll transfer over otherwise I'm gonna get her over to customer service, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, just let her know too that she does have a 30 day grace period that her policies, you know.
[AGENT][NEUTRAL] So she's not in, yeah, she's safe.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] On that part.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect all right thank you so much. I will let her know.
[AGENT][NEUTRAL] OK, [PII], is there anything else I can help you with, hon?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Alright dear, if she wants to make a payment just let us know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thanks so much.
[AGENT][POSITIVE] Uh-huh. Have a good day.