AccountId: 011433970860
ContactId: f0467aae-3630-4a80-a969-2e6c6b01d2ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384910 ms
Total Talk Time (AGENT): 102166 ms
Total Talk Time (CUSTOMER): 137376 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/f0467aae-3630-4a80-a969-2e6c6b01d2ab_20250321T15:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how may I assist you today, Miss [PII]?
[CUSTOMER][NEGATIVE] Yes, ma'am. Oh, I, um, sent some paperwork in to cancel our policy. My husband died and uh I picked up Huvana with with uh dental, and I sent in the paperwork to cancel APL.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they called me back, but I didn't.
[CUSTOMER][NEUTRAL] Answer the phone.
[AGENT][NEUTRAL] OK. And did they call you back today?
[CUSTOMER][NEUTRAL] Yeah, just a few minutes ago.
[AGENT][NEUTRAL] Oh, OK. I can check on that for you. May I have the callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] You're welcome. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Would it be on, yeah, I think it's on some of my dental. Let me pull them out of the file cabinet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me open up the envelope here.
[CUSTOMER][NEUTRAL] 00649684
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[CUSTOMER][NEGATIVE] I think y'all should have received his death notice from his sister.
[CUSTOMER][NEUTRAL] I think she uh emailed it to y'all.
[AGENT][NEUTRAL] OK, what is, uh, or what was the name on the account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, Miss [PII], let me have that number one more time. That's not who I pulled.
[CUSTOMER][POSITIVE] OK thank thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Ms. [PII], may I have the, the, the policy number one more time?
[CUSTOMER][NEUTRAL] OK, let me open up my paperwork again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0064
[CUSTOMER][NEUTRAL] 9684
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK, let me get a customer service on the line. They're the ones that called you, OK, so let me get them on the line for us, OK? one moment. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she called because [PII] just called her and left a voicemail for her to call back and she's just returning the call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Yeah, I think it's about a cancellation. It looks like it's 649-684.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 84.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes, Mr. [PII] um passed away. So I've got Miss [PII], Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you, and you transfer. Oh, she, she verified and a good callback number.
[AGENT][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] I, I, I did not verify her. I do have a callback number, but I did not verify her. And the um the callback number is [PII].
[CUSTOMER][POSITIVE] OK, thank you. I'm ready.
[AGENT][POSITIVE] Here she comes. You're welcome. Have a good day.
[AGENT][POSITIVE] Thank you for holding and being patient for you Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Good morning Miss um [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] And I'm fine.
[CUSTOMER][NEGATIVE] I wanted to cancel my policy. My husband died and um.
[CUSTOMER][NEUTRAL] I've already picked up Humana insurance and it has dental.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] It looks like [PII] was needing um
[CUSTOMER][NEUTRAL] An address for a refund of premium sent to you, uh, what is your, your new address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][POSITIVE] OK. I've got that taken care of for you and um.
[CUSTOMER][POSITIVE] Is there anything else that I can help you with today? No, that, that's it. Thank you. Alright, well thank you, Miss [PII], and you have a great weekend. OK, thank you. Bye. Goodbye.