AccountId: 011433970860
ContactId: e7afdda3-84d7-4b06-a8e3-ada99a5a7102
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563820 ms
Total Talk Time (AGENT): 308661 ms
Total Talk Time (CUSTOMER): 169648 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e7afdda3-84d7-4b06-a8e3-ada99a5a7102_20250213T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have [PII], the beneficiary for policy 696-679 on the line.
[AGENT][NEUTRAL] OK, I'm sorry, I didn't get your name, honey.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh hey, [PII]. OK, let me get that pulled up.
[AGENT][NEUTRAL] All righty, Miss [PII], is this for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And so we have [PII] on the phone.
[CUSTOMER][NEUTRAL] Yes, she was transferred to the claims department. Um, I discussed what we're waiting on for this life policy, but she was asking about premiums that was paid up. I did tell her that I believe that um before the policy can be canceled, we would need the death certificate and I do not know how it goes about.
[CUSTOMER][NEGATIVE] Premium that was paid up and how, who gets that money, how it's refunded. I'm not sure so I'm sending her to customer service.
[AGENT][POSITIVE] OK, dear, put her on through. I'll do my best to help her.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] How are you? I'm OK.
[AGENT][NEUTRAL] OK, good. So, Miss [PII], Mr. [PII] has passed.
[CUSTOMER][NEUTRAL] Yes, he passed on [PII].
[AGENT][POSITIVE] Bless you. I'm very sorry to hear that, Miss [PII].
[AGENT][NEUTRAL] Um, OK, so you're calling to ask about the refund on premiums paid in advance, is that correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, what I believe will happen that we'll have to have a death certificate. We just need a copy. We do not need the original, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I can give you an email for that where you can email it to us, fax it to us, or um you can actually mail it to us, but it's much faster if you'll fax it or email it.
[AGENT][NEUTRAL] It could take weeks if you mail it to us. So would you like a fax number or the email or both?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I would like to pay.
[AGENT][NEUTRAL] OK. When you're ready, I can give that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, that is 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, 807.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0911.
[CUSTOMER][NEUTRAL] 0911
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me read it back.
[CUSTOMER][NEUTRAL] 877
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] I'm sorry, give me a minute.
[AGENT][POSITIVE] Oh, God bless you. It's OK. Take your time. Just, just take your time, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No rush. Just you need to get a glass of water or anything?
[CUSTOMER][NEUTRAL] I have some.
[CUSTOMER][NEUTRAL] OK. 877.
[AGENT][POSITIVE] Just take a deep breath. Yes, ma'am.
[CUSTOMER][NEUTRAL] 877
[CUSTOMER][NEUTRAL] 807
[CUSTOMER][NEUTRAL] 0911
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I'll get the email too and say, ma'am.
[AGENT][NEUTRAL] And Ms. [PII]
[AGENT][NEUTRAL] You want to email as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that goes to our care team department that's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Care or then put the at sign.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That little A that sort of the circle around it.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] At sign's the only way I know how to call it.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, then, then the letter [PII]. So it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII] wants to um.
[AGENT][NEUTRAL] We've received a copy of the, the death certificate. The policy will be reviewed for any overpayments and it, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did he pay by check or?
[CUSTOMER][NEUTRAL] Man
[AGENT][NEUTRAL] Money order? OK, um, since we don't have a checking account on file, uh, um, I am assuming that it'll just a check or just be mailed out to the address that we have on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you know it takes just a little bit for them to review it.
[AGENT][NEUTRAL] And um so,
[AGENT][NEUTRAL] He he that you may, you know, you you shouldn't get another bill because it shouldn't bill again until the end of April, but if, if you do for whatever reason just disregard it because it's not like his account's going to be drafted and this doesn't like affect your credit or anything.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just it should you get another one before we receive it, that you know what we need to get this taken care of.
[CUSTOMER][NEUTRAL] Yes. And uh you all are not receiving anything from uh West Haven Funeral Home?
[AGENT][NEUTRAL] Uh, let me check my, um, the notes on the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. I don't see any.
[AGENT][NEUTRAL] Any current notes added that anything's been received yet, no, ma'am.
[AGENT][NEUTRAL] And you can provide them with that.
[CUSTOMER][NEUTRAL] OK, they get
[AGENT][NEUTRAL] Ma'am,
[CUSTOMER][NEUTRAL] Uh, but they had gave me a statement saying this, this show me the amount they have sent to, to you all.
[AGENT][NEUTRAL] Uh oh
[CUSTOMER][NEGATIVE] But you all have not received anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, now that would be claims and customer service, uh, we, we, we do not have the capability or the, uh, to see any kind of claims information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's considered very private and they keep those those notes to our only people who work in claims can see them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Who I was who I was talking to before they uh
[CUSTOMER][NEUTRAL] I put me back on with you.
[AGENT][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] You say I believe in [PII].
[CUSTOMER][NEUTRAL] Yeah, well that, that was my claim.
[AGENT][NEGATIVE] And that she's not received, she said they've not received it yet.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it just may be in you know in process and it's just may not be where it's showing up for her to see it at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] And you know the company, the funeral home could have just submitted it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But you're certainly welcome to call back and check at any time, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, OK, I appreciate, uh.
[CUSTOMER][NEUTRAL] Everything and uh I was just, you know, concerned one some update.
[CUSTOMER][NEUTRAL] On it
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Um, but we'll, we'll get you taken care of once this we've received the information that's needed, OK?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you gonna be OK, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I'll be OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Just take good care of yourself, OK?
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Um, yes, ma'am, if we can help you in any way, please give us a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. And have a nice day, Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, dear. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.