AccountId: 011433970860
ContactId: ede232e3-11b1-4540-be9d-5b18e8068fad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452880 ms
Total Talk Time (AGENT): 296519 ms
Total Talk Time (CUSTOMER): 140610 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ede232e3-11b1-4540-be9d-5b18e8068fad_20250310T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I am just fantastic [PII] for Monday number one. How are you, dear?
[CUSTOMER][POSITIVE] Right. I'm doing good. Um, I have a sibling on the other line, um,
[AGENT][NEUTRAL] What God.
[CUSTOMER][NEUTRAL] Oh, she's a private attorney. OK. She's a private attorney, but the the sibling has passed away and she's trying to, I guess, let us know that he passed and see what she needs to do to, sounds like the wife might want to keep the policy.
[AGENT][NEUTRAL] OK, so we have the sibling who has the POA, right?
[CUSTOMER][NEUTRAL] Uh, the policyholder's sister.
[AGENT][NEUTRAL] [PII], OK. And what's the sibling's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yeah, and what's our policy number?
[CUSTOMER][NEUTRAL] It is 649-684.
[AGENT][NEUTRAL] Let me get that pulled up real quick, darling, and we'll go from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And about 649 684.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we just need a death certificate and
[AGENT][NEUTRAL] For Miss [PII] let us though she wants to continue with the cover letter.
[AGENT][NEUTRAL] So put Miss Miss [PII] on through and I will let her know what they need to do.
[CUSTOMER][NEUTRAL] Oh, wait a minute, [PII], it's going in and out. What did you say?
[AGENT][NEUTRAL] Oh, I was saying, I'll just let Ms. [PII] know that they can email us a copy of uh the death certificate on the cover page state that Ms. [PII] wants to continue with coverage.
[CUSTOMER][NEUTRAL] Oh, OK. When you, it's like every now and then when you talk, it goes out and then it comes back in.
[AGENT][NEUTRAL] Oh my God, I'm gonna have to do my little world, you know, refresh it down there. It seems like when that happens, when that, you know, it seems like that's what's happening when is it working or not?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's, it's, it's going in and out.
[AGENT][NEUTRAL] Do to
[CUSTOMER][NEUTRAL] But it's not too, it's not like a robot like last time.
[AGENT][POSITIVE] Oh, for Genie's sake, I'll try to remember to do that as soon as I end my call. Hopefully, me and Ms. [PII] won't have too much problem till then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you. OK.
[CUSTOMER][NEUTRAL] Alright, hold on one second, OK? You're welcome.
[CUSTOMER][POSITIVE] Hello, Ms. [PII]. Yes, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Good morning. OK.
[AGENT][NEUTRAL] Good, good, good. So, uh, Ms. [PII] tells me that, or Ms. [PII], I'm sorry, tells me that you're calling this morning to let us know that Mr. [PII] has passed. Is that correct? I am very sorry to hear that. Goodness. Um, so, Miss [PII], is Ms. [PII] wanting to continue with the policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yeah, I guess that depends on how much it would be and yeah.
[AGENT][NEUTRAL] OK, um, I'll tell you what, there will, we'll have to do up a, um, what, what we can do anything, we will need a copy of the death certificate from Mr. [PII]. Do y'all have that yet?
[CUSTOMER][NEUTRAL] Not yet, not yet.
[AGENT][NEUTRAL] Not yet. OK, so Ms. [PII], can I give you, you have a way to uh send a copy by email when you do get that?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. All right, I will tell you that is the fastest way to do it plus you'll have somebody to converse with.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] All right, so that's gonna go to our care team and that is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then put the at sign.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it'll be [PII]. That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would, Ms. [PII], at that time, um, in, you know, in your body of your email, let APL know that Miss Miss uh Miss [PII] would like to possibly continue with the coverage that she would like to know the you know, all the information.
[CUSTOMER][NEUTRAL] Yes, yes, OK.
[AGENT][NEUTRAL] So if you just that way you're like I said you'll have to converse with um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And they can get you that information at that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, Miss [PII], I will tell you it's, uh, let me look real quick.
[CUSTOMER][NEUTRAL] Will do.
[AGENT][NEUTRAL] OK, the policy, oh good, um.
[AGENT][NEUTRAL] it's due to, let me see the last time, last time it drafted.
[AGENT][NEUTRAL] OK, so drafted, it's gonna draft again this coming weekend for couple coverage. What I can do is go ahead and change it back date like he has set a draft on or around the [PII] of the month. Would you like for me to like set it for like the [PII] of the month so it will not draft this coming weekend.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Oh sure, yeah, because we don't want it drafted for nothing when he's not a beneficial yeah yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right, uh, when did, when did this, OK, so this wouldn't have anything to do with this dental, um, now that may, you may wanna call back at next week and have the draft date changed again, otherwise it will draft on or around the [PII] of the month, you know, they wanna kind of keep it updated until you receive a copy of that death certificate so we can get the policy term.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, you, you're really breaking up, but, but I think I get what you said, yeah, um.
[AGENT][NEUTRAL] But I
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] OK, um, should the policy draft once we receive the death certificate, then it can be reviewed for any, uh, refunds to you, OK?
[CUSTOMER][NEUTRAL] OK, OK, he actually died in January, but will that, will that change anything when I, uh, when I send the death certificate because I know it drafted already for February.
[AGENT][NEUTRAL] OK, what it would do is, um, they would review it again, you know, again it would be reviewed for any refund due for February.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And you know,
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] That way they could take care of it that time.
[CUSTOMER][NEGATIVE] Hopefully so, yeah, OK, because it, I mean it took me a while to get all these papers together and find out what he has and doesn't have and his wife has Alzheimer's so it's all on me and.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] God bless her.
[CUSTOMER][NEUTRAL] That's why it took so long to even contact y'all, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh goodness. OK. Well, no, we can get you taken care of once we, and we just need a copy. We do not need an original.
[CUSTOMER][NEUTRAL] Yes, OK, I'll do that when I get it, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else we can assist you with at this moment, Miss [PII]?
[CUSTOMER][POSITIVE] That's all, thank you for your help.
[AGENT][POSITIVE] Well, thank you for calling APM M. G. You have a wonderful day, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.