AccountId: 011433970860
ContactId: c72e8820-5310-497b-a2b3-910571212e8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211880 ms
Total Talk Time (AGENT): 91702 ms
Total Talk Time (CUSTOMER): 84302 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c72e8820-5310-497b-a2b3-910571212e8a_20250225T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling on behalf of my mother [PII].
[CUSTOMER][NEUTRAL] Uh, she passed away on [PII].
[CUSTOMER][NEUTRAL] And uh I see that a premium has been drafted from the account from our bank account.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] All right, Ms. [PII], um, I can help you with, um, Ms. [PII]'s policy. Uh, do you happen to have her policy number?
[CUSTOMER][NEUTRAL] Um, I think this is it. She has a folder with it in there and the policy number it shows on here is 439-056.
[AGENT][NEUTRAL] OK, let me look that up real quick, Miss, Miss [PII].
[AGENT][NEUTRAL] OK, yes ma'am. I do show that Ms. [PII] does have an active policy with us, so if you could be kind enough to send in her death certificate to us, I'll give you the email to send it so you don't have to send a hard copy you can actually email it to us, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you where you can take the email address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, it's gonna be [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once we receive the death certificate, we can lapse the policy and if anything was paid um after her passing we can refund that back.
[CUSTOMER][NEUTRAL] OK, now, uh.
[CUSTOMER][NEUTRAL] I don't, I can't really tell. It looks to me like this was.
[CUSTOMER][NEUTRAL] A cancer policy?
[CUSTOMER][NEUTRAL] Only
[AGENT][NEUTRAL] Let me, let me check for you real quick.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And it wouldn't, I see it says daily hospital expense, but that would have to be in association with a cancer diagnosis. Is that correct?
[AGENT][POSITIVE] Yes, you're correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, because she was in the hospital for.
[CUSTOMER][NEGATIVE] Quite a while since [PII] and then she died at home.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Oh, I I'm so sorry to hear about her passing too.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, well, thank you. Uh, she did not have, she did not have cancer, but you know, I do need to get the policy uh where we're not making that payment every month. Um, so I will see if I can get that.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To you in the next day or two,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The scanner
[CUSTOMER][NEUTRAL] A copy of the
[CUSTOMER][NEUTRAL] Uh, death certificate and send it to you.
[AGENT][NEUTRAL] Yes ma'am, and then we'll take care of it from there as far as um canceling the policy and refunding any premium that was paid after her passing.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, you're very welcome, Miss [PII]. I hope you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you, same to you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.