AccountId: 011433970860
ContactId: e8834c92-f63b-4d2e-946f-d39d2baf7186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626650 ms
Total Talk Time (AGENT): 406108 ms
Total Talk Time (CUSTOMER): 228905 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e8834c92-f63b-4d2e-946f-d39d2baf7186_20250515T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning, Ms. [PII]. This is [PII] on the care team. How are you today?
[AGENT][NEUTRAL] Hi, Ms. [PII], I am fine dear. How are you?
[CUSTOMER][POSITIVE] I'm good we're getting closer to Friday.
[AGENT][POSITIVE] Amen, sister. We are, we definitely are getting closer.
[CUSTOMER][POSITIVE] We got it, we got it.
[AGENT][NEUTRAL] That's right. What you got?
[CUSTOMER][NEUTRAL] I've got a member on the line um who has an older uh cancer policy. She has um a spouse and a dependent on there, and the spouse has passed away, so she wants him removed and to keep the dependent on if possible, but if not, then she would just like it herself.
[AGENT][NEUTRAL] OK, what's that policy number, dear?
[CUSTOMER][NEUTRAL] It is 788808.
[AGENT][NEUTRAL] OK, give me one moment, let's see what we have here.
[AGENT][NEUTRAL] 788808.
[AGENT][NEUTRAL] OK, let's see. Is her name [PII]?
[CUSTOMER][NEUTRAL] Yes. Um, and so [PII] has passed away, so he needs to be removed. Um, and so she is, she would like to keep [PII] if possible, but if not, she's OK with him being removed as well.
[AGENT][NEUTRAL] He can stay there till he turns [PII].
[AGENT][NEUTRAL] So, just, you know, as soon as he turns, [PII], yeah. OK. He gonna come off. Uh-huh. He'll come off after he turned [PII].
[CUSTOMER][NEUTRAL] That's what I was like we're getting like right there so I mean like might as well I think but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, yeah. Yeah. No, he can't stay. Sorry, he cannot stay.
[AGENT][NEUTRAL] Uh, I didn't make the rules, girlfriend. I didn't make the rules, but he, no, he cannot say. Let's see, the system will automatically, the system automatically removes over age dependent in place at the first of the month following age [PII]. OK. So, [PII], he should be coming, yes, he should be coming off. Alright, put Ms. [PII], I think it's [PII], right?
[CUSTOMER][NEUTRAL] Not you, [PII], sorry.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Um, [PII], I think is how she pronounced it.
[AGENT][NEUTRAL] [PII], [PII], OK. Uh, OK. All right, uh, cause I'm sure we're gonna call [PII]. All right, but Miss [PII], I'm still gonna do it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I did, I, that's OK.
[CUSTOMER][POSITIVE] Alright thanks I hope you have a great rest of your day.
[AGENT][POSITIVE] Alright, thanks.
[AGENT][NEUTRAL] You too, honey, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm fine. Thank you, ma'am. So, uh, Ms. [PII] tells me that you're calling today to have your spouse removed due to him passing. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] I, I'm very sorry to hear that. All right, but we can help you with that. And she also mentioned that you would like to keep your son on the policy. Um, Cody.
[CUSTOMER][NEUTRAL] No, it depends on, it depends it depends if he's eligible and what the cost is.
[AGENT][NEUTRAL] Right, no, he, OK, he's already, I believe he's already on the policy. Uh.
[CUSTOMER][POSITIVE] He is right.
[AGENT][NEUTRAL] Right. OK. He, but, um, he will automatically come off [PII]. He, they can only stay up there until they turn [PII], and then they're automatically removed at the first of the month following the age of [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, wait, I'm sorry, um, you're in [PII]. So it's at the end of the year.
[AGENT][NEUTRAL] He will stay on to the end of the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So after that, he'll just automatically come off. Um, all right. So, Miss, Miss, is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, so Ms. [PII], as far as uh your spouse, what we need from you is just a copy of Mr. [PII]'s, um, death certificate. Yes, ma'am, and I can give you an email to send that to cause it's, it's much faster when you email it.
[CUSTOMER][NEUTRAL] Death certificate.
[CUSTOMER][NEUTRAL] OK, what's your email? Mhm.
[AGENT][NEUTRAL] OK, it's called, we're gonna send it to our care team department. So it's [PII], then the app sign.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am. And that way, you'll have someone to correspond with, you know, they'll let you know it was received and
[AGENT][NEUTRAL] You know, information like that. We do not want an original, just a copy, OK?
[CUSTOMER][POSITIVE] Perfect. OK, perfect. And how much will the rate go down to the monthly?
[AGENT][NEUTRAL] Um, they'll send you that information at that same time. They'll, uh, cause I'm not real sure, but it will go down, it'll go from, you know, family coverage to single parent coverage. And I'm not exactly sure of that rate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it, it will go down a little bit for you. Plus, they'll review it for any refund to you for, you know, I'm not sure when Mr. [PII] passed, but, you know,
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[AGENT][NEUTRAL] OK. So if there's, you know, you do a refund on that, they'll review it for that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, alright, perfect. Can I also update the um account number? I'm keeping the same routing number, but I opened up a new account and I wanted to give you guys a new account number to start the debit, the payment information. Can you help me with that?
[AGENT][NEUTRAL] Yes, ma'am, I can. And the, the routing number is staying the same, but you're only changing, uh, real quick, can we verify the routing number? Will you verify that for me before we?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, we're, yeah, we're, we did that before, but I'll do it again [PII].
[AGENT][NEUTRAL] Thank you. OK. And what's that new account number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 7162
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let me read that back to you. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright and um Ms. [PII], I will tell you it we uh have an online service center where you can set up an account for yourself to view your policy information and and you can make changes like this as well um on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't remember my login. I didn't remember. I didn't have had you guys for so long. I, I couldn't find any login information.
[AGENT][NEUTRAL] Well, it wouldn't it it wouldn't let you log in because we do not have a phone number or an email address set up for you and we have to have that information before it'll let you set up an account. Would you like to add your phone number and email address? And when you're ready to set up that account, right, I'm ready when you are.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um, the phone number is [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] I probably had this account before we had even before emails were around I've had to scam forever.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] And then, yeah, and the email is [PII]. That's all one word, [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Alright, let me read that back to you real quick. OK, so the phone number is [PII].
[AGENT][NEUTRAL] Your email address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] It, that's correct.
[AGENT][POSITIVE] All right, wonderful. And now that website, that is [PII]. And you'll be a new user. If you need any assistance setting that up, yes, ma'am, please just give us a call and we can assist you with getting it set up.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Oh new user.
[CUSTOMER][NEUTRAL] OK, I'm gonna do that right now so I can do it. OK, alright, I'm going from there and I'll get you over the um death certificate in just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, wonderful. Anything else we can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][NEUTRAL] Well thank you for calling API. Oh, real quick, so you were updating that account number. I see you also have a bank draft. You have a bank draft and a bank deposit, um, for, for any, do you, do you wanna dra update that account number for the um the claims.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And yeah, I haven't had any claims, but yes, you can update it for that.
[AGENT][NEUTRAL] Let me, OK, let me grab that real quick if I can get that account number.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Um, you want it again? Do you want me to give it to you again?
[AGENT][NEUTRAL] No, ma'am. I have it right here. I've got, I'm just copying and pasting it, see if it'll let me change it right here.
[AGENT][NEUTRAL] I that's gonna be the checking active, yes, OK, let's see if it took it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And your account number copy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm using my work email right now so but I'll copy.
[AGENT][NEUTRAL] OK, it won't let you, you have to use the email that we have on file for you, or it will not allow you to set it up.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, oh no, no, I mean for me to send you the death certificate.
[AGENT][NEUTRAL] Oh, that's fine. Yes, ma'am. That's perfectly fine. OK. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It's just easier when you have a bigger screen than a, than an iPhone.
[AGENT][NEUTRAL] OK, certainly. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, sometimes
[CUSTOMER][POSITIVE] OK, I'm doing that right now. OK, I'll get it over to you.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] All right well, thank you for calling AP and you have a wonderful day. Oh, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What do
[CUSTOMER][NEUTRAL] So in the subject, so when the subject is put um um the certificate for [PII], is that would that work?
[AGENT][NEUTRAL] You can put your policy number, and that's 78.
[CUSTOMER][NEUTRAL] Which is the, what's the policy number?
[AGENT][NEUTRAL] All right, 788808.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 788808
[AGENT][NEUTRAL] Yes, ma'am. And I would put, uh, I would put policy number and then I would put spouse, uh, spouse's death certificate.
[CUSTOMER][NEUTRAL] That's the policy number.
[CUSTOMER][POSITIVE] OK, got it, thank you so much. I appreciate it. Have a nice day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.