AccountId: 011433970860
ContactId: d8f40d54-b122-4aea-86a6-f305247ba902
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208399 ms
Total Talk Time (AGENT): 114632 ms
Total Talk Time (CUSTOMER): 111368 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d8f40d54-b122-4aea-86a6-f305247ba902_20250516T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], how you doing? How are you in the cold jam?
[AGENT][NEUTRAL] I'd take it later.
[AGENT][POSITIVE] I'm good, girl. How are you doing, man?
[CUSTOMER][POSITIVE] Happy it's a Friday.
[AGENT][NEUTRAL] So I got [PII] on the phone.
[AGENT][NEUTRAL] I, I, um, I'm at home. CJ came over here to fix my car and have my windshield repaired.
[CUSTOMER][NEUTRAL] Are you at home or you're at work?
[CUSTOMER][NEUTRAL] Oh, that CJ I say hey.
[AGENT][NEUTRAL] Oh, cut my grass. She said, hey, he said, hey, the old sky.
[AGENT][POSITIVE] Oh my goodness, help us Lord. Oh my goodness. Oh my goodness. Oh, yeah. OK. So, what's up, [PII]? What you got for me?
[CUSTOMER][POSITIVE] It's funny.
[CUSTOMER][NEUTRAL] Um, I have, um, he said he's a business partner, but I should have, hold on, I should have double looked.
[CUSTOMER][NEUTRAL] Oh Lord, well, anyway, um, an insured was taken off the policy and then a letter was sent, a portability letter, but he said he passed away and I was telling him that if we just received something just saying taking the person off and the portability letter be sent, we don't know that he has passed on without receiving the death certificate. So do they just need to disregard that letter or do they need to send us a death certificate, I assume.
[AGENT][NEUTRAL] Let me, OK, show me the policy, I mean, give me the policy number, honey. Um, my, uh my brain did not comprehend that of.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh-huh. Uh.
[CUSTOMER][NEUTRAL] Uh, policy number is 769644.
[AGENT][NEUTRAL] 769644
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now what was your question again?
[CUSTOMER][NEUTRAL] Yeah, and he had already, well they, they, he was taken out, he was his policy was term but they had sent a portability letter but he is, he passed away so the guys wanted to know what they would need to do.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, they want to continue.
[CUSTOMER][NEUTRAL] Um, I didn't know.
[CUSTOMER][NEGATIVE] No, because he's passed. He's dead.
[AGENT][NEUTRAL] But there's, yeah, there's nothing for them to do. It's.
[CUSTOMER][NEUTRAL] That's what I was saying. I was thinking like I didn't know if they need to send, send a death a copy of the death certificate or it's just he's term, they can just chunk the letter.
[AGENT][NEUTRAL] It's 30 terms.
[AGENT][NEUTRAL] Uh, uh, well, in here, [PII] termed in part of the bookkeeper's request, and she, so, so.
[CUSTOMER][NEUTRAL] I assume.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I guess he's, it's done. There's nothing to be done.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I mean he's not like a you know he's not like a um he's on like a payroll he's on a payroll deduction so you know so that's good he's not he's not mode of payment 2 or 3 or whatever so yeah he's good just like he's uh he is he's good just like he is because the group turned he's on group payment so he's turned by the group.
[CUSTOMER][NEUTRAL] Yeah, that's what I was thinking too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we don't need any further information, OK.
[AGENT][NEUTRAL] If he was a draft we need nothing right? Oh, it took me a minute to wrap my brain around what they were saying, but he's on, you know, payroll deduction, so he's good. Yeah, we couldn't even term him with the death certificate because he's on payroll, you know, he's on payroll deduction. So right, has to be done by group just like it is. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, thank you, madam. Well, you have a great weekend.
[AGENT][POSITIVE] Thank you, dear. Have a good day. You too, honey. You too. Bye, dear.
[CUSTOMER][NEUTRAL] You too. Bye.