AccountId: 011433970860
ContactId: d4166ddb-2d7c-4078-a931-3a27a220a900
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227380 ms
Total Talk Time (AGENT): 91939 ms
Total Talk Time (CUSTOMER): 73913 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d4166ddb-2d7c-4078-a931-3a27a220a900_20250123T17:19_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] and uh my husband uh
[CUSTOMER][NEUTRAL] That uh [PII]. And uh I just wanna make sure that y'all didn't take me off cause I told him, I told y'all, I think once I called many times, I don't know, but anyway, uh
[CUSTOMER][NEGATIVE] Take him off of the American public life that lead me on, but then I didn't see in my checking account where y'all withdrew the money for uh January.
[AGENT][POSITIVE] All right, Ms. [PII], I apologize for your loss. I'm so sorry. Um, I can verify your policy and see what is the status of it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You happen to have the policy number with you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me get glasses on.
[CUSTOMER][NEUTRAL] 668-782.
[AGENT][NEUTRAL] Alright, and let me just a second so I can pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], and just for verification steps, do you mind um telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I have your policy and your husband is still listed. Um, you are.
[CUSTOMER][NEUTRAL] She just
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] He should come off because he passed away.
[AGENT][NEUTRAL] All right, um, we can go ahead and make that change for you, uh, but first we will need to receive a copy of his, um, death certificate. That way we will go ahead and remove him from the coverage and we can refund that premium that has been taken out for the month of January.
[CUSTOMER][NEUTRAL] OK. So do you give me an address and I'll get it right in the mail to you.
[AGENT][NEUTRAL] Alright, um, give me just a second.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it will go to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then put it to anybody's attention or?
[AGENT][NEUTRAL] Um, it can just go to [PII]. It will get to us in customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. I will take care of it. I appreciate you. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome, and I, I'm so sorry for your loss, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh I tell you he suffered so much. Yeah, it's a blessing because he suffered so much so, but I appreciate your comment. Thank you.
[AGENT][POSITIVE] I hope you have a nice day.
[AGENT][POSITIVE] Thank you for calling.