AccountId: 011433970860
ContactId: e40ab89d-6d80-4435-8ffc-3d3d90d61dd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363019 ms
Total Talk Time (AGENT): 142822 ms
Total Talk Time (CUSTOMER): 177583 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e40ab89d-6d80-4435-8ffc-3d3d90d61dd5_20250307T20:54_UTC.wav
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[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, my name is [PII] and um let me see if I can find my policy. Yes, ma'am. My policy number is
[CUSTOMER][NEUTRAL] 00769815
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And I need to verify the date of birth, mailing address and email address for verification, Miss [PII].
[CUSTOMER][NEUTRAL] OK, for my birthday [PII], mailing address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. All right, and how may I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, um, is this my cancer policy? I'm kind of confused on what this is.
[AGENT][NEUTRAL] It is, yes, it is.
[CUSTOMER][NEUTRAL] OK, my cancer policy, OK.
[CUSTOMER][NEUTRAL] OK, for some reason I was just confused on what that was.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Now let me ask you that is that is this for both me and my spouse?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm let me check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I do see [PII] listed.
[CUSTOMER][NEUTRAL] OK, now he just passed away in December, so is that gonna change my premium for just me?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, I'm sorry for your loss. Um, it might, uh, I'm not really sure if it will or not. Um, that will be determined once we receive um a copy of the death certificate. Have you received one already?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I have, yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK. So yes, if you can send us a copy, uh, it will go over to customer service department and they will analyze the policy and see if it will change on the premium.
[CUSTOMER][NEUTRAL] OK, so I should go ahead and pay the full premium amount right now?
[CUSTOMER][NEUTRAL] Without that being determined, that's what I'm trying to because it's due on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and you usually um make a payment over the phone?
[CUSTOMER][NEUTRAL] Uh, no, I would mail it in. I usually mail my things in.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK. Um, let me check with our customer service and see what we can do today if possible, OK? One moment.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][POSITIVE] I'm good thank you it's Friday, yay.
[CUSTOMER][NEUTRAL] Yes, may I?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I have a member on the line that she is um she's trying to send the payment in for her premium, but um she, she just let me know that the husband passed away and she wants to know if she sent the death certificate is if that premium is gonna decrease or if it's going to be changed any.
[AGENT][NEUTRAL] Anyway.
[CUSTOMER][NEUTRAL] More than likely it is um but her payment will still have to be paid. What's the policy number?
[AGENT][NEUTRAL] OK. It's 769-815.
[CUSTOMER][NEUTRAL] Yeah, we'll just have to refund once we get a copy of the death certificate. You said 76985?
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] 769-8815.
[CUSTOMER][NEUTRAL] 815.
[CUSTOMER][NEUTRAL] Let me get it together. Give me just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] that happens to me all the time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If you want, you can go ahead and send it to me.
[AGENT][NEUTRAL] OK. Yeah, so you can let her know and also um I don't know if she's gonna need anything else. I did ask for the death certificate, but I think that's all we're gonna need, right?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Yes, that's all we need.
[AGENT][POSITIVE] OK. OK. So yeah, let me just put her in so you can tell her how um how it's gonna work once she send it. OK, thank you. All right, here she comes. Have a good day.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you from here. She's in the customer service department.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh OK alright thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today? I'm good.
[CUSTOMER][NEUTRAL] Got your information pulled up and the representative that transferred you stated that you were inquiring about a possible premium difference due to your spouse no longer being with us today.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, there will be a premium difference, um, simply because you'll be going from a family rate and even though it was just you and your spouse on there we didn't have couple rates, but it does change to an individual rate um what we'll need is a copy of the death certificate to officially change the policy and if there was an overpayment we'll definitely review that and send that back to you as well.
[CUSTOMER][NEUTRAL] OK, OK, so this payment current payment is due on the [PII], so I should go ahead and send the full payment in along with the with his uh copy of his death certificate.
[CUSTOMER][NEUTRAL] Yes ma'am, and