AccountId: 011433970860
ContactId: d91a7357-e545-4305-8b9c-bb094a5082c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173179 ms
Total Talk Time (AGENT): 67462 ms
Total Talk Time (CUSTOMER): 72580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/d91a7357-e545-4305-8b9c-bb094a5082c2_20250312T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, I am calling well.
[CUSTOMER][NEUTRAL] My mother has recently passed and we're cleaning out stuff in her house and just researching paperwork that we found to make sure if it's good or no good, you know what I mean?
[AGENT][NEUTRAL] Yes ma'am. Mhm.
[CUSTOMER][NEUTRAL] And I found an American Public Life Insurance company paper in here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm just calling to see if it had lapsed or if it's.
[CUSTOMER][NEUTRAL] Collectible or anything. I have a policy number.
[AGENT][NEUTRAL] OK, what's that policy number, please?
[CUSTOMER][NEUTRAL] 558455
[AGENT][NEUTRAL] OK, thank you. And can I get your name please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] OK, thank you, Miss. [PII] and hold a moment and I'll pull that up.
[AGENT][NEUTRAL] And your mother's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you mind verifying her date of birth and address?
[CUSTOMER][NEUTRAL] Her birthday, oh [PII] jeez, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how about her?
[CUSTOMER][NEUTRAL] And her address is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Her address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you were calling to see, you know, what kind of policy this was and see if it was still active, is that correct?
[CUSTOMER][NEUTRAL] Yeah, we're, I mean, we're just finding paper, we don't have a clue what it is.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, well, this is a cancer policy and it is still active. Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I can, I can get that canceled for you real quick, um, and if you can send in a copy of the death certificate, we could see if there's any refund of premium or anything.
[CUSTOMER][NEUTRAL] They can't tell me before we send in a death certificate.
[AGENT][NEUTRAL] Um, well, when did she die?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] [PII], so yeah, there, there would be no, no refund. Well, this is in, let me see this.
[CUSTOMER][NEUTRAL] OK. OK. So then we don't even have to send in a policy, or death certificate then.
[AGENT][NEUTRAL] No ma'am, and I'll get a confirmation mailed out to her address.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and is there anything else that I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That'll be it. Thank you. Bye-bye.
[AGENT][POSITIVE] Alright, well thank you for calling APL and I'm very sorry for your loss.
[CUSTOMER][POSITIVE] Thank you, hon