AccountId: 011433970860
ContactId: f0251342-36ab-447e-b30c-190d42c16e10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436299 ms
Total Talk Time (AGENT): 190262 ms
Total Talk Time (CUSTOMER): 109055 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f0251342-36ab-447e-b30c-190d42c16e10_20250130T19:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII], and I'm calling on behalf of my mother-in-law, [PII], who passed away this morning.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry to hear that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And um how may I assist you with her policy?
[CUSTOMER][NEUTRAL] Well, um, she has, she's paying on it every month and it's direct debited out of her account which I need that to be stopped.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] If there's um any benefit or refund or anything I need to get whatever paperwork.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you. Um, again, we're definitely sorry to hear of the loss. Um, Ms. [PII], may I have a good contact number in case we're disconnected and then do you happen to have the policy number? I can look it up with the social.
[CUSTOMER][NEUTRAL] OK, I have her social. It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, she might not have her social on it, and you said her first name was [PII], last name [PII], was it hyphenated?
[CUSTOMER][NEUTRAL] No, it's not hyphenated. Um, let me, here is a number that she has written down, it is a um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is that
[AGENT][NEUTRAL] It doesn't look like one, but I'll sure try. Hold on one second. I'm, I'm trying it with the name now. I'm just waiting for.
[AGENT][NEUTRAL] Everything to pop up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, that's not it.
[AGENT][NEUTRAL] Let me try.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And first name [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Just wanna make sure I'm spelling everything. OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to make sure I copied the um social correctly or typed it correctly, um, it was [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Just want to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see anything with the name or the social. Let me see if that's the old policy number. Let's try that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, there it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that [PII] um
[AGENT][NEUTRAL] That's the old policy number, um, but it does pull something up here. So let me, so what I'm gonna
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just found a different policy number. I don't know if it will help.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] 135.
[CUSTOMER][NEUTRAL] 797
[AGENT][NEUTRAL] Mhm, that's it. That's a new one.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So I'm gonna transfer you over to the customer service department. They'll review um if whatever documentation is needed and if you want to continue the policy, if you want to file, um, they'll let you, if you want to continue the policy or if there are still claims that you can file for, they're going to give you all that information as well as, you know, closing the policy, but you, depending on um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you still have claims to be processed, you can still file too, but they're gonna give you all that information.
[CUSTOMER][POSITIVE] OK, all right, I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Before I transfer you, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. This is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Very good. How are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a, well, family member of the insured. The insured passed away this morning.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And they're trying to see what they need to do um for the policy, and it sounds like they want to term it, but
[AGENT][NEUTRAL] Um, she wants to know her options and if, if anything can be filed or you know, all that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's policy number 135797.
[CUSTOMER][NEUTRAL] 135797.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And is the callback number the same as in the one that they're calling from?
[AGENT][NEUTRAL] Um, it's [PII]. We're speaking to the daughter-in-law.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course, I didn't, I couldn't verify anything.
[CUSTOMER][NEUTRAL] Mm, all right.
[CUSTOMER][NEUTRAL] And the policy is for
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. I can go ahead and take it.
[AGENT][NEUTRAL] Alrighty hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] 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.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Good afternoon. [PII]. This is [PII] in customer service.