AccountId: 011433970860
ContactId: eccba7f5-f7b8-4db3-8302-ee58d6025aa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457109 ms
Total Talk Time (AGENT): 86596 ms
Total Talk Time (CUSTOMER): 129343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/eccba7f5-f7b8-4db3-8302-ee58d6025aa9_20250514T15:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I've got a question. Uh, my father-in-law passed away like 2 years ago and my mother-in-law like 3 years ago, and they had a cancer policy with y'all. And up until, I guess about 2 weeks ago, y'all have been taking out premiums. We didn't know what it was for. It was coming out of his, um,
[CUSTOMER][NEUTRAL] His bank account or whatever. But anyway, I talked with someone earlier and they asked me to send a cop of a death certificate on both of them. I did. I emailed it, but I've not heard from all. Can you give me any kind of update as to what's going on with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] I do not have the policy number. It like I said, it was just a draft, but it was on [PII].
[CUSTOMER][NEUTRAL] If you can look it up that way, that's why they did it before.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Hold on one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, when did you submitted the, um, death certificates?
[CUSTOMER][NEUTRAL] Uh, excuse me. I emailed them, I emailed them one time and they sent back and said they couldn't read them. So then I went to get the original copy and I think it was maybe 2 weeks ago, Thurs Tuesday, maybe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had to go over my daughter's and let her scan them with her computer, printer, whatever.
[AGENT][NEUTRAL] OK. And do you know Mr. [PII] uh date of birth?
[CUSTOMER][NEUTRAL] And I seen it
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] I don't. January.
[CUSTOMER][NEUTRAL] I don't, I don't know.
[CUSTOMER][NEUTRAL] I'm sorry, but I sent it to the care team at [PII]. It's where the email was sent to.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry. I, I know I sound stupid, but.
[AGENT][NEUTRAL] No, you're fine, uh, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Her name was [PII], if that helps.
[AGENT][NEUTRAL] Uh, no, you're fine. I've found them, but I just need to verify. Uh, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh well.
[AGENT][NEUTRAL] Sorry, give me one moment because it looks like the email was received and sent to our customer service, but I'm trying to check the status of it. Give me one moment let me.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] His screen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] OK, yeah, it looks like we had received them. They were sent our customer service and they responded as wasn't able to read them, but I don't show that they've been received a second time. I don't, um, show it's been received again.
[CUSTOMER][NEUTRAL] OK, so what do I need to do is return, I mean, resend it or what?
[AGENT][NEUTRAL] Uh, if you can resubmit them, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right. Well, that's what I was checking because I, you know, before I heard right back from y'all and I, I was wondering if y'all didn't receive it or what. So, um, all right, well, I'll get busy on that.
[AGENT][NEUTRAL] All right. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Uh yes ma'am, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too.