AccountId: 011433970860
ContactId: f1a91aa1-448a-4359-935d-391aa2f72bc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436750 ms
Total Talk Time (AGENT): 166283 ms
Total Talk Time (CUSTOMER): 163048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f1a91aa1-448a-4359-935d-391aa2f72bc4_20250306T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] Uh, my policy number is.
[CUSTOMER][NEUTRAL] 4435.
[CUSTOMER][NEUTRAL] 21
[AGENT][NEUTRAL] OK, what's a good phone number
[CUSTOMER][NEUTRAL] I'm calling to
[AGENT][NEUTRAL] Let me get a good call back number [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me a second to pull up your policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And did you say your name is, what is your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And which policy are you calling on?
[CUSTOMER][NEUTRAL] Well he recording I'm calling now.
[AGENT][NEUTRAL] Uh, policy, policy.
[CUSTOMER][NEUTRAL] 443521
[AGENT][NEUTRAL] OK, so that's an intensive care policy that's no longer active.
[CUSTOMER][NEGATIVE] Well, if you really take it out my money.
[AGENT][NEUTRAL] You know, not on that policy. You have two other policies. You have a life policy.
[CUSTOMER][NEUTRAL] I want, I want
[CUSTOMER][POSITIVE] I got enough, I got, I got a good 4448.
[CUSTOMER][NEUTRAL] No, 8448.
[AGENT][NEUTRAL] OK, what is your question?
[CUSTOMER][NEUTRAL] Well, I can my wife pay.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I'm, I'm working on page and checking the uh uh.
[CUSTOMER][NEUTRAL] They sure and they uh
[CUSTOMER][NEUTRAL] I'm on.
[AGENT][NEUTRAL] OK, I'm sorry to hear that, sir, of this year?
[CUSTOMER][NEUTRAL] I was just gonna.
[CUSTOMER][NEUTRAL] Check yourself very well. What I'm trying to say was, uh, will the premium go down or will this premium remain the same on that policy?
[AGENT][NEUTRAL] OK, so the intensive care policy is not active, but let me look at the other two active policies that you have, OK? Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] On my Social Security, I had to go with the Social Security, [PII].
[AGENT][NEUTRAL] OK. And what is your, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have an email that you can verify?
[CUSTOMER][NEUTRAL] No, I don't have an email.
[AGENT][NEUTRAL] OK, thank you. And what was your spouse's name?
[CUSTOMER][NEUTRAL] And a black, and it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And so what, what, what will happen, um, are you able to get, uh, provide us with a copy of the death certificate so that we can get her removed?
[AGENT][NEUTRAL] You may not
[CUSTOMER][NEUTRAL] Yeah, I'm that the death certificate is on their way.
[CUSTOMER][NEUTRAL] But what the question is, when was the intensive care for cancer when did it go out of benefit?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, the intensive care policy, uh, termed [PII].
[CUSTOMER][NEUTRAL] Oh, we have to reach a certain age, then they discontinue, you know.
[AGENT][NEUTRAL] Uh, well, I'm not sure if that would be the case as to why it's no longer active. Let me look.
[CUSTOMER][NEUTRAL] Well, what about mine that neither one, not that girl, neither one of us is.
[AGENT][NEUTRAL] Right. There's no intensive care coverage for either you or your, uh, or yeah, that policy is no longer active.
[CUSTOMER][NEUTRAL] Well, they've been taking out the same amount of money out of my out of my account every, every month.
[AGENT][NEUTRAL] Yeah, but it's coming from the two, it's a, it's the, the deductions are for the two other policies that you have, not for the intensive care. It's for the two other active policies that you have.
[CUSTOMER][NEUTRAL] I got like
[CUSTOMER][NEUTRAL] Where do party.
[AGENT][NEUTRAL] OK, so let me pull those up.
[AGENT][NEUTRAL] OK, so you have a, give me a second.
[AGENT][NEUTRAL] You have a cancer policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And and then you have.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Bear with me here.
[AGENT][NEUTRAL] And then you have a lump sum cancer policy. So there's a cancer policy that covers radiation and chemotherapy, and then there's a separate policy that's a lump sum.
[AGENT][NEUTRAL] Uh, policy.
[CUSTOMER][NEUTRAL] Yeah, now, on, on this, uh, well you have to have the original death certificate or just have the cop uh photo that cop.
[AGENT][NEUTRAL] A copy
[AGENT][NEUTRAL] A copy is fine.
[CUSTOMER][NEUTRAL] I mean, I mean a full copy of the of the death certificate because I pulled out 5 for.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, on that, well, on that, on that death certificate should determine what was the cause of death on it.
[AGENT][POSITIVE] Correct. Yes. Yes.
[CUSTOMER][NEUTRAL] It should, but
[CUSTOMER][NEUTRAL] Well, and then if, if she had cancer, then you'll probably pull through a long term on here.
[AGENT][NEUTRAL] Correct, but we would have to receive the cancer claim form and the itemized bill in order to do that. Did she have cancer?
[CUSTOMER][NEUTRAL] Well, anyway, I'm, I'm working on all that kind of stuff now I'm just waiting on the death certificate to come back. Well, I mean, will, will, will my premium amount will be the same?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So once we receive a copy of the death certificate, um, we can remove [PII] from both policies, which means that your premium will, will be less.
[CUSTOMER][POSITIVE] Yes ma'am. I thank you.
[AGENT][NEUTRAL] OK. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, no, no, no, no, I don't have another question. I just have to have so much been going on that I just have, I have to just have to think about this. I said now I got to call and check on this uh this policy here and then I got to let my children know what I have to, you know.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Exactly. Now, did she, did she have cancer?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I, I, I, I, I'm not really right now I don't know. I just, I, I just can't say, but whatever, I'm gonna get a medical record or whatever it is, I'll let you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][POSITIVE] All right, well, again, we're sorry for your loss and um take care, OK [PII]?
[CUSTOMER][POSITIVE] Ma'am, thank you. I appreciate your time.
[AGENT][NEUTRAL] Oh, uh-huh
[AGENT][POSITIVE] Absolutely. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.