AccountId: 011433970860
ContactId: cf64027d-11e2-4d91-9cad-675e3e17ea4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474000 ms
Total Talk Time (AGENT): 209165 ms
Total Talk Time (CUSTOMER): 176891 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cf64027d-11e2-4d91-9cad-675e3e17ea4f_20250530T15:22_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Ms. [PII] on the phone. She is calling about policy number 673144.
[CUSTOMER][NEUTRAL] Uh, both members on the policy have passed, and she sent in the death certificate for a refund of, uh, unearned premium.
[CUSTOMER][NEUTRAL] And she is wanting to know the status of it uh did you guys get the legible death certificates and what's the status of the refund?
[AGENT][NEUTRAL] OK, it looks like memory is working on it, so I'll let her know what's the um callback number?
[CUSTOMER][POSITIVE] And she's super sweet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and they did verify the policy of the members.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what was her name again?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] OK thank you you have a good weekend.
[AGENT][NEUTRAL] You too, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, she said that she was gonna um put me over to you about a refund from my father-in-law's and my mother-in-law's cancer um policy.
[AGENT][NEUTRAL] Yes, ma'am, Ms. [PII]. I've got the information pulled up. It looks like we do have everything that we need and we are working on it. I'm trying to check with the representative right real quick to see where she's at with it and make sure. um, she does have a notation that we did receive everything and and she is working on it. Let me just double check that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, look, another thing you might want to double check is the mailing address where they're sending it to because the lady before asked me the PO box number, of course, that's already closed, you know, it'll need to be sent to our house.
[AGENT][NEUTRAL] OK. Did you provide those details when you submitted the information?
[CUSTOMER][NEUTRAL] And I had to put
[CUSTOMER][NEUTRAL] I did. I put my husband's name and our address, so I just want to make sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, bear with me, let me ask to make sure.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] I told her I'm not in a hurry.
[AGENT][NEUTRAL] All right, Ms. [PII], bear with me. She's typing back.
[CUSTOMER][NEUTRAL] Where are you, where are you? Where are you? What state are you in?
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[CUSTOMER][NEUTRAL] Oh, OK. I know where that is.
[AGENT][NEUTRAL] Not too far, yes, ma'am. Still somewhat in the country, but a little bit in the city too.
[CUSTOMER][NEUTRAL] Right. And not in [PII].
[AGENT][NEUTRAL] Definitely not there. Yes, ma'am.
[CUSTOMER][NEUTRAL] And not inside [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so she's worked everything up. She's just waiting on the approval, um, because once we do a refund, we have to have it reviewed to make sure all of our numbers are in order correctly, um, by our supervisors so she's she's waiting on the approval for that and once she has that she what she'll do is she'll permanently cancel the policy and send a check out along with the cancellation letter um and I uh I did inform.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her about the PO box that it's no longer active um to use the address that you provided and she said that once she gets everything she'll have that sent out so it should probably be if not today, next week, definitely checks cleared tonight, it won't print until Monday, but you should be getting something in the mail within the next 5 to 7 business days, Ms. [PII]. Um, I will just relay to her what you said. Is there anything else you'd like assistance with today before you go?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, that's all. I was just, uh, like I said, you know, he was having that deducted from his checking account and my crazy husband, I asked him, what is this for? What is it about? Well, I don't know. Well, he, we just went to the bank.
[CUSTOMER][NEGATIVE] Um, last week and found out, well, not last week, I'm sorry, about a month ago and found out what I said, this is craziness, they're dead. They don't need kids. They don't need insurance, they're dead. I mean, my goodness. So anyway, that's my story.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You don't realize what people have until they're old, and I think sometimes they forget about it to you.
[CUSTOMER][NEUTRAL] I know it.
[AGENT][NEUTRAL] Yeah, you really don't. I understand completely, but
[CUSTOMER][NEUTRAL] I know it. I know it. But anyway.
[AGENT][NEGATIVE] It will not be drafted.
[CUSTOMER][POSITIVE] You have been so nice.
[AGENT][NEUTRAL] That's not a problem, um, Ms. [PII], um, and you said you provided the address and the details that you sent.
[CUSTOMER][NEUTRAL] I did. It's um 15, it, it.
[AGENT][NEUTRAL] Let me see. OK, she said something about she may.
[CUSTOMER][NEUTRAL] OK. It was, it's [PII].
[AGENT][NEUTRAL] Hang on just a
[AGENT][NEUTRAL] I'm gonna pull up the documents to see maybe she didn't notice it.
[AGENT][NEUTRAL] Let me see. Give me just a.
[CUSTOMER][NEUTRAL] OK, are you just send it to her maybe.
[AGENT][NEUTRAL] Yeah, I can do that, but I just wanna check real quick. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because she may want it documented, but she said you guys sent everything so let me just double check.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] OK, can you provide me with the address again, Ms. [PII]?
[CUSTOMER][NEUTRAL] I can, um, you can address it to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell it for me again.
[AGENT][NEUTRAL] I'm sorry, spell this straight for me.
[CUSTOMER][NEUTRAL] [PII], no. [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and she asked me to ask, did.
[AGENT][NEUTRAL] Mr. [PII] happened to have a uh state set up.
[CUSTOMER][NEUTRAL] No, he did not.
[AGENT][NEUTRAL] OK. All right. I will let her know and I've got your callback number just in case if she needs anything else. I'll let her know to contact you back, Ms. [PII], just to make sure I have the right number. That's [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am, that's correct.
[AGENT][NEUTRAL] All right, I'll get this information to her. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] That's all. You've been very nice. I appreciate it.
[AGENT][POSITIVE] Thank you, Ms. [PII] as well. You have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.