AccountId: 011433970860
ContactId: f007d55e-e541-4453-95ac-5d3ae2a7cb3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281760 ms
Total Talk Time (AGENT): 166580 ms
Total Talk Time (CUSTOMER): 69179 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/f007d55e-e541-4453-95ac-5d3ae2a7cb3a_20250501T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team and I've got a member on the line that her husband passed away last August and um she's just now notifying us. I told her that we need the death certificate in order to come up with a new premium, but I didn't know if you could look at her policy and see what her individual premium might be.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm. I can try, but I usually lock a policy up every time I do that. Um, right, what's your policy number, dear?
[CUSTOMER][NEUTRAL] Uh, policy number 793.
[CUSTOMER][NEUTRAL] 93.
[AGENT][POSITIVE] Yeah, we, we definitely need her, her, uh, uh, the death certificate to remove the spouse, first to remove him to, to, uh, go see what we owe a refund, you know, so, yeah, we gotta have it for that, uh, cause she'll have a oh bless her, she's [PII]. So she is wanting, oh my gosh, BQPHI.
[AGENT][NEUTRAL] She pays $1,569 every, OK, $13078 amount that sounds a little better.
[AGENT][NEUTRAL] Oh, I thought she's paying 1000 something a month. Let's see. Yeah. Are you want me to talk with her, dear? You want to put her through to me?
[CUSTOMER][NEUTRAL] Uh it looks like she just hung up, um, for the notes though, do you have a roundabout figure I could put in there or do we wanna just wait for her to call back?
[AGENT][NEUTRAL] Well, did you give her the address to send this to?
[AGENT][NEUTRAL] It's in that
[CUSTOMER][NEUTRAL] No, she didn't um
[CUSTOMER][NEUTRAL] No, I didn't give her the address, but I mean she has our paperwork so hopefully she'll.
[AGENT][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] Get it to the right.
[AGENT][NEGATIVE] Uh, I'm trying to see if I can make this, Lord God, don't let me lock this mess this false sale up like I normally do.
[AGENT][NEGATIVE] Uh, um, oh God, it didn't pull in the individual premium.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] He did not pull in an individual rate when I turned the spouse.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hold on a second, let's see.
[AGENT][NEUTRAL] Where is that?
[AGENT][NEUTRAL] I keep savings there we go age. I don't see if the C442 is supposed to have termed at a certain age. Maybe that's why it's not pulling anything in.
[AGENT][NEUTRAL] That's the case, we go over all kinds of money probably.
[AGENT][NEUTRAL] OK, I just don't see it, but.
[AGENT][NEUTRAL] I don't know why it didn't pull in an individual rate.
[CUSTOMER][NEUTRAL] Huh, that's weird.
[AGENT][NEUTRAL] Ah, for individuals.
[AGENT][NEUTRAL] Ah
[AGENT][NEGATIVE] No, it's not giving me a rate at all, like 0.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, I'm so sorry. Are you there?
[AGENT][NEGATIVE] No, this is not, yes, honey, I'm here. It's not giving me a rate at all. It's pulling 04, yes, it's very weird. Like I said, I always, it's like I always screw something up when I try to do this. I need to make sure to pull her rate back in.
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] It did. 156. OK, yeah, thank you. Thank you.
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEGATIVE] He sure didn't let me do it um mm.
[AGENT][NEUTRAL] Yeah, it, I may have to see if get somebody else to look at it with me.
[AGENT][NEUTRAL] If they can get it to pull in right.
[CUSTOMER][NEUTRAL] Yeah, she did have our she had our current invoice so I know she must have her address because she said her payment was due [PII]. I did explain to her there's a 30 day grace period, um, and then to be sure and get in the death certificate because we can't adjust anything until we have that so.
[AGENT][NEUTRAL] Right, um, you know, plus her refund, she won't start, you know, she may not realize she gets a refill, it needs to be reviewed for a possible refund. Let me put it that way.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] So yeah, so she needs to get that into us so that can be changed and everything will be changed, but she calls back. I may call [PII] or one of them over there in customer service and see if they can walk me through this policy, see what I'm doing wrong to make an individual premium fully in.
[CUSTOMER][POSITIVE] OK, well, thank you for your help. I appreciate it.
[AGENT][NEUTRAL] It's sure not pull in.
[AGENT][NEUTRAL] Yeah, well, I didn't help, but you're welcome, dear.
[CUSTOMER][POSITIVE] Right, have a good afternoon.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right.