AccountId: 011433970860
ContactId: cde8fd28-2739-4408-ad7b-2e0ed61153b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308339 ms
Total Talk Time (AGENT): 132398 ms
Total Talk Time (CUSTOMER): 114848 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/cde8fd28-2739-4408-ad7b-2e0ed61153b9_20250428T19:06_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]. This is [PII] from the care team. I have a beneficiary on the line and he is trying to cancel his mom's policy. Um, he's also listed as the beneficiary on here. Um, she passed away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the beginning of April and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, he's just trying to cancel the policy.
[AGENT][NEUTRAL] You have to cancel the policy, right, and um.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] It is 459.
[CUSTOMER][NEUTRAL] 140.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and we have [PII] on the line.
[CUSTOMER][POSITIVE] Yes, that is correct. Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, you can go ahead and send him over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Is it not.
[AGENT][NEUTRAL] Hello, good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hello, um, I was just advised that um you're trying to cancel this policy for Miss [PII]. All right, um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, my
[AGENT][NEUTRAL] All right. The only require
[CUSTOMER][NEUTRAL] Mother passed [PII].
[AGENT][NEUTRAL] All right. OK. Um, so in order that the only requirement that we, we will be asking for for to cancel the policy will be a copy of the death certificate just to grab the dates and
[CUSTOMER][POSITIVE] OK, that's no problem.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] The the other girl.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I just needed to know what all I had to do to make sure that I get the money that was drafted out of my mother's checking.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm. Yes, yes. Yes, that is why um we request a copy of the death certificate so we can have a, we can keep a copy of it and refund all that unearned premium. That is why we have this requirement. Um, you can email a picture of the copy or you can mail a copy or fax.
[CUSTOMER][NEUTRAL] For 2 months what?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I can provide the information for you, mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, the information I'm, I needed would be sent to my email which is [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, yes, but, uh, you need to send that to us.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, you can just.
[CUSTOMER][NEUTRAL] I need a place to to and you need to send it to that email where I'll know where to send it to because I don't know your information how to get it to you.
[AGENT][NEUTRAL] Um, yes, that's why I can provide the email address you can send it with and um mhm. And once we receive it to that email, we will be responding back to that email that came from, which if you send it from yours, we will be responding back to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I just need your email then. Well, when you get it.
[AGENT][NEUTRAL] All right. That will be.
[AGENT][NEUTRAL] Mhm, that will be care team.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Cain C.
[CUSTOMER][NEUTRAL] They what?
[AGENT][NEUTRAL] C as [PII].
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] C R
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then at what is it? [PII].
[AGENT][NEUTRAL] T E A M
[AGENT][NEUTRAL] Care team
[CUSTOMER][NEUTRAL] T E
[AGENT][NEUTRAL] AM
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, uh thank you very much, ma'am.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too. I think I have the dentists you get on the phone.
[CUSTOMER][NEUTRAL] When I