AccountId: 011433970860
ContactId: df80c670-fc32-408c-9f0c-9f3774f64a0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574349 ms
Total Talk Time (AGENT): 183996 ms
Total Talk Time (CUSTOMER): 78665 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/df80c670-fc32-408c-9f0c-9f3774f64a0f_20250307T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh my name is [PII].
[CUSTOMER][NEUTRAL] And I received a bill from my husband and I.
[CUSTOMER][NEUTRAL] For our premium for the year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] However,
[CUSTOMER][NEGATIVE] My husband has passed away, so I'd like to drop him and just leave me on the bill.
[AGENT][POSITIVE] OK. Yes, ma'am. We can definitely take care of that for you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes. Uh 00.
[CUSTOMER][NEUTRAL] 613621
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, bear with me just one second.
[AGENT][NEUTRAL] I'm checking on that for you. Bear with me just one second.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] And do you mind verifying um your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your date of birth again?
[CUSTOMER][NEUTRAL] 2, OK, I'm sorry, [PII].
[AGENT][NEUTRAL] I'm a July girl too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see, hang on just a second, just checking something for you.
[AGENT][NEUTRAL] And then finally, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Have you sent in the death certificate for Mr. [PII]?
[CUSTOMER][NEGATIVE] I haven't gotten him yet. He just died in February.
[AGENT][NEUTRAL] In February. OK.
[AGENT][NEUTRAL] OK, I'm checking to see what we need to do for you, so hang on just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do know that once you received that death certificate that will need to be sent to our customer service department.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you'll hang on just one moment, let me check something for you, OK?
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Happy Friday, [PII].
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] This is [PII] customer service.
[CUSTOMER][NEUTRAL] Oh, or can you hear me?
[AGENT][NEUTRAL] I can hear you.
[AGENT][NEUTRAL] I can hear you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can hear you.
[AGENT][NEUTRAL] I can hear you, [PII].
[AGENT][POSITIVE] All right, are you still there? Thank you, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] I appreciate your patience. I was just checking because um you stated that you didn't have the death certificate yet so I was just checking to make sure what we needed to do in order for the policy to stay active while we're getting the information into our customer service department.
[AGENT][NEUTRAL] So, um, do you have email access?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes I do mhm.
[AGENT][NEUTRAL] OK. If, if you can send an email to the, it's to care team, that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Spell out [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um just state in that email that your husband has passed but the policy number in the email and as soon as you get the.
[AGENT][NEUTRAL] Um, the certificate, you will send that in and that can be sent by email as well and that you do want to continue the policy.
[AGENT][NEUTRAL] Um, I see that the due date is [PII], but you do have a 30 day grace period to pay that, so, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just tell them you want in that email you would like to continue the policy.
[AGENT][NEUTRAL] And then they'll send that to our customer service department.
[AGENT][NEUTRAL] And they'll if you want them to call you, they can contact you by phone or they'll send you um.
[AGENT][NEUTRAL] They'll notate the policy that it's going to just be you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. I will do it.
[AGENT][NEUTRAL] And I would do that fairly quickly since it was due on [PII], just to let them know.
[CUSTOMER][NEUTRAL] Well my bill shows here that it's due on the [PII].
[AGENT][NEUTRAL] On the [PII], yeah, that's fine. The policy is paid through [PII], but if it's due on the [PII], that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alrighty I will do it.
[AGENT][POSITIVE] Anything else I can help you with, and I appreciate your patience while I checked on that for you.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[AGENT][POSITIVE] Thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK