AccountId: 011433970860
ContactId: d63a613e-78bf-4e5d-b64f-09bdbe608f02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131470 ms
Total Talk Time (AGENT): 58100 ms
Total Talk Time (CUSTOMER): 59889 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/d63a613e-78bf-4e5d-b64f-09bdbe608f02_20250318T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] in claims. I have an insured daughter on the phone. Her name is [PII]. She's calling about a policy she wants to terminate cause her mother has passed away.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] It is 613194.
[CUSTOMER][NEUTRAL] It's 613194 for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And she's verified her information. You're welcome.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][POSITIVE] Hello [PII], I'm gonna transfer you over to [PII]. She's gonna assist you further. Thank you for calling APL, and again I apologize for hearing the news about your mom. Have a great day. Thanks for calling APL.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services, um.
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] OK. She was stating that you wanted to cancel the policy.
[AGENT][NEUTRAL] OK, I do have that draft stopped um if you can send in a copy of her death certificate, we can check to see if there's any kind of a refund of premium or anything.
[CUSTOMER][NEUTRAL] OK, I, I haven't gotten the, you know, we just buried her yesterday. So, uh, I mainly wanted to get the draft stopped and then if you will tell me where do I need to send a copy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Of the death certificate.
[AGENT][NEUTRAL] Um, you can mail it in, email it, or fax it in, um, and I can give you all that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me yeah give me the email.
[AGENT][NEUTRAL] OK, the email is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[AGENT][POSITIVE] Yes ma'am. Alright, and I do have that stopped for you and um is there anything else that I can help you with today or?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I'm very sorry for your loss.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] All right. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] I