AccountId: 011433970860
ContactId: e5d2014d-fbae-4fed-80d8-40e79129cce6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212300 ms
Total Talk Time (AGENT): 93537 ms
Total Talk Time (CUSTOMER): 106151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e5d2014d-fbae-4fed-80d8-40e79129cce6_20250211T21:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm not really sure who I need to speak with. I'm calling because my mom passed away and I noticed that she had a policy with a premium coming out, um, of her checking account, it looks like and so I'm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have the policy in front of me and I'm calling to notify y'all and I don't know what you need and so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's why I'm calling.
[AGENT][NEUTRAL] OK. All right, I can help you with that. What is that policy certificate number on the policy?
[CUSTOMER][NEUTRAL] OK, it's A0126515.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and I'm her daughter.
[AGENT][NEUTRAL] OK, and do you mind verifying her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, this looks like this is a cancer policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And I can go ahead and and cancel that so it will not continue to draft um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would like, you can send in a copy of the death certificate and that way we can uh refund any premium that's due back to you.
[CUSTOMER][NEUTRAL] OK, and this was just a cancer policy with my understanding it did not have like a life insurance or anything to it, right? OK, do.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right, just
[CUSTOMER][NEUTRAL] Where can I send that um death certificate? Do y'all have like an online way to do that?
[AGENT][NEUTRAL] Um, well, we have an email that you can send that to, um, which is, uh, care.
[CUSTOMER][NEUTRAL] Or I can
[CUSTOMER][NEUTRAL] OK, what
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what do I just need to reference the policy number and then attach the death certificate, is that all I need to do?
[AGENT][NEUTRAL] Uh, yes ma'am, put your uh address and everything on there and your contact information.
[AGENT][NEUTRAL] And do you have any brothers and sisters or anything or?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I do not. Mm mm. Nope.
[AGENT][NEUTRAL] OK, alright, just put that in there as well so that we'll know where to send the refund if there is one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you so much for your help.
[AGENT][NEUTRAL] OK, and is there anything else I can help you with today? And can I get your name? I'm sorry.
[CUSTOMER][NEUTRAL] I think that's
[CUSTOMER][NEUTRAL] Yes, um, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Weekly [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII], and a good callback number, um, if we need to.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, thank you, and I will go ahead and cancel the policy so that it won't continue to draft and just send that in and we'll um get that refunded if there's any refund left.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right, well thank you for calling APL and I'm very sorry for your loss.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. OK. Goodbye.