AccountId: 011433970860
ContactId: f0358144-ff05-43b8-a01c-f2f0108d09a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 926750 ms
Total Talk Time (AGENT): 182819 ms
Total Talk Time (CUSTOMER): 163655 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f0358144-ff05-43b8-a01c-f2f0108d09a3_20250620T16:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm not sure I have the right department, honey. I think my husband had a heart and stroke uh policy with you all. Now, he died, uh, [PII], but not with either one of those. So I just need to stop that draft that comes through every month, honey.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, sure, I can assist you. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. We're in [PII].
[AGENT][NEUTRAL] Ms. [PII], um, do you have the policy number or you don't know the policy number?
[CUSTOMER][NEUTRAL] I believe I do. Hold on one minute. I can tell you, I think.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] I never get to the page where it is.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't believe I do, honey. It's [PII].
[AGENT][NEUTRAL] OK, let me have a callback number just in case we get disconnected, Mrs.
[CUSTOMER][NEUTRAL] Oh, right. [PII].
[AGENT][NEUTRAL] OK. Thank you. And I'm gonna do a name search, OK?
[CUSTOMER][NEUTRAL] Let me look up
[CUSTOMER][NEUTRAL] OK honey.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the address for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I didn't understand you.
[AGENT][NEUTRAL] Can you verify the address, the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK, I found it.
[AGENT][NEUTRAL] What I can do.
[AGENT][NEUTRAL] OK. Do you mind holding for me? Let me see what I can do to stop that draft. I know that we're gonna need um a copy of the death certificate whenever you get one, so we can go ahead and cancel the policy if you would like to cancel the policy. Um, but right now, let me see if I can go ahead and stop that draft, OK? I'm gonna put you on a brief hold. Thank you.
[CUSTOMER][NEUTRAL] OK honey.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Ms. [PII]. OK, so I went ahead and send the request over to customer service department and they will go ahead and take care of that for you. Now, they will send you a letter so you can go ahead and send that death certificate so we can cancel the policy. So the policy will not cancel until we receive that, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] All right, honey.
[CUSTOMER][NEUTRAL] Now, give me the address to make sure I'll have it right.
[AGENT][NEUTRAL] Um, OK, so it's gonna be, um, they're gonna send you an email. Let me go ahead and check and see. Is it OK in an email or it has to be mail?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Do you need them to contact you so you can know the next step?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't understand you.
[AGENT][NEUTRAL] Ms. [PII], do you want the customer service to contact you for the next step instead of sending you an email?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well, only to give me an address where I can mail this and to whose attention.
[AGENT][NEUTRAL] OK, let me give you that one moment.
[AGENT][NEUTRAL] OK, so you can send it to APL.
[AGENT][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Customer service.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes. [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh, now what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] After the [PII]
[AGENT][NEUTRAL] Yeah, after the [PII], put the numbers [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, so the [PII], yeah. So it's gonna be [PII].
[CUSTOMER][NEUTRAL] Is that correct? OK, honey.
[CUSTOMER][NEUTRAL] I got you. OK, customer service in [PII], am I correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no. Let me give you the, the city and state. It's gonna be [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That we
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. [PII], [PII] to customer service, am I correct?
[AGENT][NEUTRAL] Yes. Now, you don't need a dash between the [PII] and the [PII]. It goes all together. [PII]. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, all right, I got you. And you need a copy of the uh death certificate. It can be a copy, is that correct? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is fine.
[AGENT][NEUTRAL] That is correct. It could be a copy. Mhm.
[CUSTOMER][POSITIVE] All right, hon, thank you so much for your help. I do appreciate.
[AGENT][NEUTRAL] You're welcome, no problem. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I can't think of it, honey. I think you've helped me just fine. And uh uh
[AGENT][NEUTRAL] OK, you.
[CUSTOMER][NEUTRAL] I'll send you the death certificate and get it off if, if I don't make the mail today, I'll make it tomorrow.
[AGENT][POSITIVE] Yes, OK. You're welcome. Have a good day. Bye-bye. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Bye-bye. You too, honey. Bye-bye.
[AGENT][POSITIVE] Thank you. Goodbye.