AccountId: 011433970860
ContactId: f149590e-3153-400d-95f9-3450b988ee2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241169 ms
Total Talk Time (AGENT): 114960 ms
Total Talk Time (CUSTOMER): 93969 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f149590e-3153-400d-95f9-3450b988ee2f_20250624T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, and uh I was calling to update you on the fact that my mother has passed and I needed to see about stopping her monthly premium being withdrawn from her bank account.
[AGENT][NEUTRAL] OK, I can go ahead and get that policy pulled up and we'll uh see what we can do to get that stopped. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do not. I'm sorry, I do have the social.
[AGENT][NEUTRAL] OK, yeah, I can start using the social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] Uh, what was her name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, got it. And then, uh, are you able to verify her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that. um OK, so before I can go ahead and give you that, uh, policy number if you need that.
[CUSTOMER][NEUTRAL] Uh, I'm good. I have an old one, but I'm not where I can write it down right now. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, no worries, no, no, no, that's perfectly fine. Just start it off. Alrighty, so, uh, we would need a copy of that death certificate, [PII], um, I do have an email address and a mailing address you could send that to. I'm sorry.
[CUSTOMER][NEUTRAL] It should be one it it.
[CUSTOMER][NEUTRAL] Uh, it should be one on file. Um, I've been speaking with Ms. [PII], um, because the claim has not paid out yet. There should be copies of everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless I need to send one separately directly to customer service.
[AGENT][NEUTRAL] No, if you did send it that should be fine. Give me just a moment let me check on that. So the payment should have stopped once that's been received and processed. So let me just verify that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because she, she passed [PII] and then there was a payment that processed in May and I was just trying to make sure the, the [PII] didn't process because the um the claim, the claim hasn't been paid out yet.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now stopping these premiums that won't have any effect on the claim process is that correct?
[AGENT][NEUTRAL] No, not at all. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because once that information processes or completes processing, that's when that should stop and then of course um you said it was last month that she had passed away?
[CUSTOMER][NEUTRAL] Uh-huh, on the [PII].
[AGENT][NEUTRAL] Right, OK, yes, so if there was any, uh, premium taken out after that of course then that would be uh that would come back as a refund.
[AGENT][NEUTRAL] So once all of that information has processed.
[CUSTOMER][NEUTRAL] And how would they refund that back?
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, how is that refund? How is that refund process?
[AGENT][NEUTRAL] For that overpaid premium, um, imagine if Miss [PII] has been working with you, um, she'll be notifying you of that most of the time that we do send it as a paper check in the mail.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] OK, because I was working on trying to close out her checking account, but I didn't wanna close it out if it would be like direct deposited back.
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Right, no, typically it would just be as a paper check in the mail, but yes, I would hold off just in case.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] All right, did you have any other questions for me?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.