AccountId: 011433970860
ContactId: cb1ebee3-0e61-4a31-903e-7de0636a2eac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266399 ms
Total Talk Time (AGENT): 139239 ms
Total Talk Time (CUSTOMER): 73127 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/cb1ebee3-0e61-4a31-903e-7de0636a2eac_20250129T22:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], um, I just, um check my voicemail and I had a message. I don't know if she said her name was [PII] or [PII]. I'm not sure, but it's about my mother's policy.
[AGENT][NEUTRAL] OK, do you happen to have your mom's policy number and maybe I can help you.
[CUSTOMER][NEUTRAL] And she left me with.
[CUSTOMER][NEUTRAL] No, but if you ask me for anything else, I have it.
[AGENT][NEUTRAL] OK, that's fine. All right, well, let's do this. Let me get your name and a callback number in the event that we get disconnected and then I'm gonna get your mom's full name.
[CUSTOMER][NEUTRAL] OK, my name is [PII] My last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my number is area code [PII].
[AGENT][NEUTRAL] Thank you for that. And what's your mom's last name, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that and what's her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, bear with me one moment while I see what I can pull up.
[AGENT][NEUTRAL] I apologize, Ms. [PII]. What was your mom's first name again?
[CUSTOMER][NEUTRAL] You know what you said.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], I should have known that. That's my grandmother's name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hang on just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And was she located in [PII] as well, or was she in a different place? She was.
[CUSTOMER][NEUTRAL] Yes ma'am. No, she was in [PII].
[AGENT][NEUTRAL] I think I might have something, bear with me.
[AGENT][NEUTRAL] Can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that. I think I've located her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you also able to verify?
[AGENT][NEUTRAL] Her mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and that is what we have on file. I believe memory called you back and.
[CUSTOMER][NEUTRAL] Memory, that's what she said. I couldn't understand it on the phone.
[AGENT][NEUTRAL] OK, so it looks like we received the death certificate and she was working the um refund and she was just calling you guys to let you know that it was going to be, there was a refund of an earned premium, it was a dental policy.
[AGENT][NEUTRAL] Um, she's gonna refund that back to you and your brother. She's gonna have to split it. She, um, she said the let me see what she said. The refund was $24. So you guys will be getting a check. Yeah, her premium was pretty, these policies were pretty cheap, um, $1830 was her monthly rate. So we do do uh overpayment after the month following their date of death, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but again, she's gonna be sending that information out to you guys. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. I was just returning the call I had gotten and.
[CUSTOMER][NEUTRAL] So I was just calling back.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, well, I'll let her know that you did call back. Um, well, she knows because she, she answered me when I asked her, did you call Ms. [PII] and that's what she's explained, but she told me just to let you know she's gonna be sending that out. So again, just keep an eye out for that information. You should get it in the mail within 5 to 7 business days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.