AccountId: 011433970860
ContactId: d457f1f6-0153-440d-a81f-cb365f3e87f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132059 ms
Total Talk Time (AGENT): 35330 ms
Total Talk Time (CUSTOMER): 74459 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d457f1f6-0153-440d-a81f-cb365f3e87f8_20250428T16:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and my mom had a policy with you all, and we didn't realize it when she passed away and the premium kept was coming out of my dad's account. He has passed away. I have talked to some, I talked to someone there at APL, and they had told me to send a letter along with the death certificates of both my mom and dad and the paperwork that shows my brother and I as trustees.
[CUSTOMER][NEUTRAL] And I have done that, but I received a letter from a [PII].
[CUSTOMER][NEUTRAL] Asking me to send that in, but I have already sent that in and I sent it in [PII].
[AGENT][NEUTRAL] OK, do you by chance have their policy number that would have been on file with us? OK.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yes, 00.
[CUSTOMER][NEUTRAL] 649346
[AGENT][NEUTRAL] OK, let me look in the policy and see what we have.
[CUSTOMER][NEUTRAL] It's a cancer policy I believe, but they had told me that they would reimburse me from the time my mom died.
[AGENT][NEUTRAL] Uh, looks like I've got a note in here on [PII] that we're currently working on the refund.
[AGENT][NEUTRAL] So it looks like we don't need anything yeah.
[CUSTOMER][NEUTRAL] OK, wonderful, so I don't.
[CUSTOMER][NEUTRAL] So, so I don't need to send anything more.
[AGENT][NEUTRAL] No, you don't no it looks like we're currently working.
[CUSTOMER][NEUTRAL] Because, OK, because they went ahead and took, they went ahead and took the premium premium out again this month.
[AGENT][POSITIVE] No, I'm so sorry about that. Yeah.
[CUSTOMER][NEUTRAL] You know, even though I
[AGENT][NEUTRAL] Yeah, we've got it canceled in our system so they are currently working on getting that sent back out to you.
[CUSTOMER][POSITIVE] OK wonderful thank you so much I appreciate it uh and your name was [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.