AccountId: 011433970860
ContactId: ca127fee-793a-4a98-bbf6-a0ba5b8748c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520880 ms
Total Talk Time (AGENT): 166152 ms
Total Talk Time (CUSTOMER): 146381 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ca127fee-793a-4a98-bbf6-a0ba5b8748c1_20250318T18:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]'s son. I emailed a copy of her death certificate to you guys yesterday. I received a, uh, uh, and she did not, she had a cancer policy with you and, and she did not die of cancer. I received an email back from a customer service representative named [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and in the email it said if your loved one has an estate established that was probated, we need a copy of the probated state papers. If no estate was established, we need the name and addresses of all surviving errors. That's kind of personal information for we're not making a claim with you. I mean, she had a cancer policy. She didn't die of cancer. I'm not sure I'm gonna give you all the people's names and addresses and all that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That may be the
[CUSTOMER][NEUTRAL] Why should I do that? In other words,
[AGENT][NEUTRAL] That sounds like if we, if there was like a, you know, like you needed to file something after, yeah, that that maybe the wrong thing was sent. I can look into it for you though.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Sure. Um, do you have the policy number or or her social, whichever one.
[CUSTOMER][NEUTRAL] Um, I can get her social. Hang on.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, her social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The last one was [PII] or [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Uh good question. Let me pull it back out. I'm sorry, it's uh [PII].
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Hold on one moment. But yeah, that sounds more like if you're trying to file a claim and there's not, you just want to close the policy, right? You just were submitting that because
[AGENT][NEUTRAL] We requested the death certificate, right?
[CUSTOMER][NEUTRAL] Yeah, I, again, the, the, the, the policy is for, it was primarily for cancer, but then there's one page in the policy that lists a whole bunch of other things that might help with um and she didn't really have any of those. So I, I, I think it's just a close the policy deal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so then, yeah, that, that wouldn't apply to you all. That might have been sent in error. I definitely apologize. That's more like if you got to file a claim and who does it go to that type of thing.
[AGENT][NEUTRAL] Um, so I'm just waiting for the policy to come up. Hold on one second.
[AGENT][NEUTRAL] On the letter from memory, does it have a reference number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So one moment.
[CUSTOMER][NEUTRAL] I have her policy number if you need that.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 598438
[AGENT][NEUTRAL] It might be me, it might be my system hold on one moment.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] have up here so I have to put the policy.
[AGENT][NEUTRAL] I'm just going through the notes. Hold on one moment.
[AGENT][NEUTRAL] I'm gonna check with customer service just to see if there's anything else, but it it looks like we just need to go ahead and close the policy. Um, the death certificate I see um was received yesterday and it's on here. So let me just double check with them, but yeah, it sounds like that was sent to you and [PII]. I do apologize. Uh looks like we just need to terminate the policy, but I just want to make sure, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured son on the other line. The insured passed away. Um, the son sent the death certificate yesterday, but he said he received an email or a letter from memory asking for like executives of the estates and like people's names and things, and he's just wanting to close the policy. So he doesn't know if he wants to provide that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, um, let me look at the policy. There's probably um.
[CUSTOMER][NEUTRAL] Um, something else involved. That's why she was, uh, requesting that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The policy number is 598438.
[CUSTOMER][NEUTRAL] Is it for
[CUSTOMER][NEUTRAL] Nylon stone.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I'm looking into the notes and see what.
[CUSTOMER][NEUTRAL] I'm trying to find if there is any copy of the email memory sent to him. Look at it.
[AGENT][NEUTRAL] Oh I see.
[AGENT][NEUTRAL] Is, is your, no, this is [PII].
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] Um, there's a
[CUSTOMER][NEUTRAL] And it's uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Critical illness policy. Um,
[CUSTOMER][NEUTRAL] Uh, I will get this, this will be um something to ask the memory. I can, um, I can go ahead and take the call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well. Mhm.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, so the customer service rep is actually um asking me to transfer you over to her. Um, before I transfer you over to [PII], was there anything else I can help with?
[CUSTOMER][NEGATIVE] No, I don't think so thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] All right, Mr. [PII] is on the line to assist you further, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII] customers.