AccountId: 011433970860
ContactId: dc38461e-6dc5-46a3-9055-95b290f4cb1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325459 ms
Total Talk Time (AGENT): 170950 ms
Total Talk Time (CUSTOMER): 128485 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/dc38461e-6dc5-46a3-9055-95b290f4cb1e_20250106T18:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] OK, [PII], this April in the cancer queue, I have.
[CUSTOMER][NEUTRAL] Um, the, well, I think.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] On policy 779-036, he's on the line along with his daughter. Her name is [PII].
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said 4, OK, [PII], what was the last two?
[CUSTOMER][NEUTRAL] 15
[AGENT][NEUTRAL] 15. OK.
[AGENT][NEUTRAL] And you said Darail on the phone?
[CUSTOMER][NEUTRAL] All right. So,
[CUSTOMER][NEUTRAL] Part two.
[AGENT][NEUTRAL] Uh-huh, and the daughter. OK.
[CUSTOMER][NEUTRAL] I guess that's right. And [PII] is the daughter that's helping him. OK, so they were calling me about um claim information and so in talking with them, they said that she passed away, but we paid a claim.
[CUSTOMER][NEUTRAL] To part one, you get what I'm saying? And so I was like, well, I'm gonna have to get you over to customer service so you can let them know about her passing, what is required. And so um like they're submitting claims like she's still here.
[CUSTOMER][NEUTRAL] They stated that she
[CUSTOMER][NEGATIVE] The last claim we received on [PII], she submitted, she died on [PII].
[CUSTOMER][NEUTRAL] That's what they say. Anyways.
[CUSTOMER][NEUTRAL] I'm just, you know, sending them over so you can let them know what is required.
[AGENT][POSITIVE] How to remove her. Yeah, that's fine. I got it, girl. We can go from here. Thank you.
[CUSTOMER][POSITIVE] OK. Thank you. OK, bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] $600 per day.
[AGENT][NEUTRAL] Good morning, Mr. [PII] and Ms. [PII]. This is [PII] in the customer service department. How are y'all doing today?
[CUSTOMER][POSITIVE] Good morning. We're good. How are you doing?
[AGENT][NEUTRAL] Doing well, thanks for asking. Um, sorry to hear about your loss. The representative did briefly explain to me that you guys were inquiring um about some claims, but then it was discovered that we need to basically change this policy. Um, it's covering Ms. [PII] and your dad, Mr. [PII] as well.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So we can definitely remove Ms. [PII] and change the policy premium from family to individual. If your dad wishes to continue the policy, you will remain the primary insured on the policy. Of course, you can still submit any claims on Ms. [PII] because we won't be removing her until we have um receive a copy of her death certificates, what we'll need, and we'll determine if there's any overpaid premium at that time.
[AGENT][NEUTRAL] Based on the date of her death, then we'll refund that back as well.
[CUSTOMER][NEUTRAL] OK, Dad, do you wanna keep this policy for yourself? OK, yeah, he does wanna keep it for himself.
[AGENT][NEUTRAL] OK, so, um, again, we'll just need a copy of the death certificate. You guys can mail it, email it or fax it to us, and once we get it, we can change everything over and I'm gonna put notes that he does want to continue the policy on an individual basis, and it will change the premium. I'm just not sure how much the premium will change right now. The rate is 7750.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, normally it's generally half or a little bit over, but not much, um, once it changes to an individual rate.
[CUSTOMER][NEUTRAL] Did it go down it'll go down. It'll go down.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] All right, so let me know when you're ready, Miss [PII], and I can provide you our email address or fax number, whatever you choose to do.
[CUSTOMER][POSITIVE] OK, I'm an email address would be great.
[AGENT][NEUTRAL] All right, so our email address and you guys do have the policy number correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just wanted to make sure, please provide that as well when you send that email, um, but our email address is gonna be care [PII]
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and that's [PII], one word as well.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I got it and do we put that to anyone's attention or?
[AGENT][NEUTRAL] You can put attention customer service, but again I'm gonna be notating our conversation and once we get it we'll be sending confirmation that we changed everything over the new rate and if there's an overpayment we'll be sending that as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and I said that I don't have to have a doctor to sign it no more. No, you don't. Yeah, we don't have to do that.
[CUSTOMER][NEUTRAL] Oh, you have any other questions? No, I just.
[CUSTOMER][NEUTRAL] We just gotta get this information and send it back.
[CUSTOMER][POSITIVE] All right. I think that's it. You have been so helpful.
[AGENT][POSITIVE] No problem at all. Thank you again, Mr. [PII] and Miss [PII]. You guys have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Welcome. Thank you. Bye-bye.