AccountId: 011433970860
ContactId: cc0b2445-29e2-4c27-8456-53e32b379125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1624290 ms
Total Talk Time (AGENT): 435987 ms
Total Talk Time (CUSTOMER): 475147 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cc0b2445-29e2-4c27-8456-53e32b379125_20250107T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] Good morning. I'm doing good.
[CUSTOMER][NEUTRAL] I'm good. Um, I have a, um, a mem, well, no, it's not a member. It's the daughter of the member on the line. Um, the mom passed away, um, she's been working with us for some claims, but now she wants.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To cancel the policy she said she already sent in the death certificate. I cannot see it in my end. I don't know if you can see it on your end. Um, let me give you the policy number. Um, it is 635883.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I did verify all the information.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me know when you're ready.
[AGENT][NEUTRAL] Um, did she, did she state when did, when did she send the death certificate to us?
[CUSTOMER][NEUTRAL] She didn't say exactly when, but she said she did.
[AGENT][NEUTRAL] OK, all right. Uh, what is the name of the daughter?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And call back number is the same as in the system?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, got it. Alright, I'm ready.
[CUSTOMER][POSITIVE] Mhm. OK, thank you. Here she comes. Have a good day, Miss [PII].
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you with the policy, OK.
[CUSTOMER][POSITIVE] Mhm thank you so much. You're welcome, Ms. [PII].
[AGENT][POSITIVE] Good morning Miss [PII].
[CUSTOMER][POSITIVE] Good morning how you doing?
[AGENT][POSITIVE] I'm doing good. How are you doing?
[CUSTOMER][NEUTRAL] Well, I'm just really uh taking it day by day, baby.
[AGENT][NEUTRAL] I'm so sorry for your loss, Ms. [PII]. Um, I was just advised that, uh, you already sent to us the death certificate. Is that correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, allow me, it will take me a minute to look through our correspondence to see if we have already received it. How long um has it been since you send it to us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] It's been probably about
[CUSTOMER][NEUTRAL] I don't know that they be about.
[CUSTOMER][NEUTRAL] I know it was before [PII], maybe about
[CUSTOMER][NEUTRAL] [PII], no, no, not for [PII] cause mama passed on the field.
[CUSTOMER][NEUTRAL] Uh, probably around [PII], um, we were around in there.
[CUSTOMER][NEUTRAL] Let me look and see when I see it. Hold on.
[AGENT][NEUTRAL] All right. So, so it has been already a couple of weeks. OK.
[CUSTOMER][NEUTRAL] If it's 10.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And was this sent by email or mail?
[CUSTOMER][NEUTRAL] Uh, it was an email.
[AGENT][NEUTRAL] It was an email.
[CUSTOMER][NEUTRAL] I did it through fax, uh-huh, through my fax machine and I got confirmation.
[AGENT][NEUTRAL] Oh, through fax? All right.
[CUSTOMER][NEUTRAL] Uh-huh, I got confirmation that you received it. Let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, uh, with this information, I'm gonna um try to look up and see if we got it already.
[CUSTOMER][NEUTRAL] Yeah, it says, uh, it was on [PII], you emailed me back saying that I had received it.
[CUSTOMER][POSITIVE] Yes, we are sorry for your loss. We have forwarded the death certificate to our customer service department.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, they, they emailed me back on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see really quick and been and if we have.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] OK, it was the [PII] and I started it.
[CUSTOMER][NEUTRAL] Yeah, and my birthday, and I remember.
[AGENT][NEUTRAL] All right, Ms. [PII], um, so what I'm gonna do right now really quick is I'm gonna reach out to um to someone within the department and see where it is so it can be processed as soon as possible because I am not able to find it um right now.
[CUSTOMER][NEUTRAL] I was trying to do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you need me to resend it? Do you need me to email it directly to you so that you can try to post it, cause every time I call.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I know I spoke with uh Mr. [PII] and she said she was able to find it. I've been talking with her uh and she told me that, yes, yes, ma'am. She said she was able to find it, but uh like I said, I've been talking to various people, but I can't email it to you if I need to resend it so that you can post it where everybody can see it, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Cause I'm really just trying to go ahead on and cancel the policy cause she don't have the money in there. So if I cancel it, will I still receive whatever is due, you know, cause she passed away on the [PII] and the money is not in her bank account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm, yes, right.
[CUSTOMER][NEUTRAL] To keep covering it.
[AGENT][NEUTRAL] Mhm. Alright, Miss [PII]. So from uh what I can do is if I'm able to find it right now, um, I
[AGENT][NEUTRAL] And mark it as urgent so we can go ahead and cancel the policy right away. Um, it is not in my hands right now to cancel it, unfortunately, um, until I'm able to find that document for you. Um, I will say that for the premium.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that's what I'm saying, do you need me to
[CUSTOMER][NEUTRAL] Do you need me to email it to you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, um, if I'm, if I already, as I said, if I'm able to find it, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It there's no need for you to send it twice, um, already. Um, let's see, um, for the premium that has been paid, um, since her date of death, um, we will be giving back that for you. Um, we will be uh returning all that unearned premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I understand that she doesn't have the funds, um, as you said in the account, so if there's funds in the account, um, the premium won't be charged. Um, the bank is always uh kind of in charge of sending back to us and notifications that there is no um money to take from um if that's something that that I can tell you that and that it if it helps a little bit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, Ms. [PII].
[CUSTOMER][NEGATIVE] Yeah, I just don't want that, don't want her account to go in the overdraft.
[AGENT][NEUTRAL] Yes. No, we, we do not overdraft. The bank always is in charge of letting us know that there is no sufficient funds and the, the premium charge is canceled.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, if you will allow me just a minute so I can get back to someone, um, and see where this, um, correspondence was received so it can be processed as soon as possible. Um, if you would like me to, um, I can also call you, give you a call back if you don't uh want to wait on the line.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I can give you a call back and let you know that we indeed have it or not, and if not, uh, then probably we will be requesting for you to, um, to send it twice, but I don't want you to do that, um, twice, so I just want to verify that we do have it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, you
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, I can hold on. It ain't no problem or I can, I can email it to you. I mean, all I gotta do is just shoot it to you right quick.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. All right. Um.
[CUSTOMER][NEUTRAL] I mean, do you want me to email it or I can hold on, I can hold on if you want to.
[AGENT][NEUTRAL] Yes, you can hold on and just.
[CUSTOMER][NEUTRAL] I just wanna go and get this resolved so her count don't go in the negative.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we understand. All right, Ms. [PII], I'm gonna place you on a brief hold right now. I'm gonna reach out to someone and see where do we have this document so it can be processed, all right?
[CUSTOMER][POSITIVE] Thank you, sweetie.
[AGENT][POSITIVE] Thank you. I will be back in just a minute.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Ms. [PII]. Um, so I wasn't able to find it either and none of us was able to find it into our, um, documents. So would you mind sending it for a second time? Um, I will provide you my personal email so you can send it directly to me and I will be in charge of um placing an urgent request to cancel this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am. I can do that. Hold on.
[AGENT][NEUTRAL] Alright, let me know whenever you're ready so I can provide you with my email. Excuse me.
[CUSTOMER][NEUTRAL] OK, let me find it.
[CUSTOMER][NEUTRAL] I'm just gonna, uh.
[CUSTOMER][NEUTRAL] I'm gonna go ahead, I understand it. Let me get.
[CUSTOMER][NEUTRAL] Let me get up and take a picture.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, what's your email?
[AGENT][NEUTRAL] All right, that will be [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Oh, [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, I'm just gonna send it to me too so I have it.
[CUSTOMER][NEUTRAL] I just put mom, so you would know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And, and they said they need something to show that I'm handling her affairs. My name is listed as the informant on there uh for her death cause I'm her only child.
[CUSTOMER][NEUTRAL] Yeah, I'm her only child. And, and I have the claim the first claim that she did, wait, you know, that's been years ago, and they told me that, that, uh, you know, they were gonna mail her uh benefits but she didn't get for like $1000 and some dollars because I guess they said I didn't send the right form, but I'm not, I'm not, you know, I'm her only.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, do so.
[CUSTOMER][NEUTRAL] She only had one child, me, so.
[CUSTOMER][NEUTRAL] But whatever.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's why I said I know uh they were saying that I needed to fill out some form but um that'll be fine cause like I said, I'm the only child.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But she didn't put me on there and when, whenever she got this policy, I was young, that's probably why she didn't never put on here.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I thought that when I say that verbal consent way back when I filed the first policy, I thought that's all we need it, but they said it wasn't good, you know, it, it only lasts a certain amount of time. But like I said, the death certificate to handle her business right there just it, you know, well I'm on her death certificate for them. Like I said, I'm the only person that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, we will review the document and according to the document and everything that we receive, um, that will be the way that we determine um who the claims will go to, um, and how much money it will, it will be paid.
[AGENT][NEUTRAL] So in case that we we need to um reach out back to you um with the correct forms. I have already, I will list your phone number and your name um so they can reach out back to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so did you go ahead and cancel it?
[AGENT][NEUTRAL] Um, uh, well, I'm not able to cancel it personally, um, but I already went ahead and submitted the, um, ticket, so the policy can get canceled and processed.
[AGENT][NEUTRAL] As soon as possible. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you got the death certificate?
[AGENT][POSITIVE] Yes, I did receive it.
[CUSTOMER][NEUTRAL] OK, OK. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what I wanted to make sure cause um like I said, um,
[CUSTOMER][NEUTRAL] Everybody I talked to, they, they said they can't find it and I just wanted to make sure that um you have.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and then like I said, I do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did um get the email and stuff. Is it showing how much um is to say, how much she has, has she been able to approve anything?
[AGENT][NEUTRAL] Um, no, that, that is, um, from the claims department. Would you like me to transfer you to the claims department so you can have that information?
[CUSTOMER][NEUTRAL] To say.
[CUSTOMER][NEUTRAL] Uh, no, I'm fine. I just wanna make sure that it gets this call will be recorded.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just wanna make sure that it um.
[CUSTOMER][NEGATIVE] This call is no longer being recorded? Oh, I'm sorry. I don't know what's going on with my phone. I just wanna make sure that everything go ahead and get canceled cause I don't have, you know, any money to put into the account to, to keep paying the premiums, you know, I'm I already.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know, dealing
[CUSTOMER][NEUTRAL] So, but all right, and if you just tell me, you know, if y'all need anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we do have your contact number already. Um, you will be notified, uh, we will be responding back to the same email you sent me, um, the person whoever processed it, she will be responding back to you once she has it completed, all right?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, baby. Well, thank you. Can you send a copy of that to Mr. [PII]?
[AGENT][NEUTRAL] Um, yes, I can, mhm, yes, everything will be documented into the um policy records. So it will be, um, it will therefore, it will be for everyone to look in there.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright thank you you have a blessed [PII].
[AGENT][POSITIVE] Thank you, you too, and I'm so sorry for your loss, Miss [PII].
[CUSTOMER][POSITIVE] Thank, thank you, sweetie.