AccountId: 011433970860
ContactId: f257dbf9-8d03-48ba-ae20-2b3bb8252f80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288750 ms
Total Talk Time (AGENT): 75611 ms
Total Talk Time (CUSTOMER): 134251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f257dbf9-8d03-48ba-ae20-2b3bb8252f80_20250117T17:53_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] Hi, uh, my name is [PII]. Uh, my mom had, had a policy or has a policy with you guys. Um, she passed away on [PII], and I, I noticed that she was still paying, I guess, autopay.
[CUSTOMER][NEUTRAL] Um, to the policy.
[AGENT][NEUTRAL] OK, um, sure, I'm sorry for your loss, Mr. [PII]. Um, do you have a policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 79,830.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, 210.
[CUSTOMER][NEUTRAL] 2097486
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so are you trying to stop the draft?
[CUSTOMER][NEGATIVE] Yeah, I mean, I don't see any reason she would need to pay that anymore.
[AGENT][NEUTRAL] Mhm. All right. All right. Let me go ahead and get customer service on the line for us, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] How are you, memory? This is [PII].
[CUSTOMER][NEUTRAL] I'm good fine how are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a, um,
[AGENT][NEUTRAL] Son of a member on the line, the member has passed away and he's trying to see if he can stop the draft and cancel the policy.
[CUSTOMER][NEUTRAL] OK. Uh, what's the policy number?
[AGENT][NEUTRAL] Yes, 79,830.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for [PII].
[AGENT][NEUTRAL] Mhm. Yes, Miss [PII], and I got Mr. [PII] and his son on the line.
[CUSTOMER][NEUTRAL] OK, and what's his name?
[AGENT][NEUTRAL] Um, his name is [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, mhm. And the callback number is [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] And you're welcome. Here he comes. Have a good day.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Thank you for holding and being patient for me, Mr. [PII]. I got Ms [PII] on the line. Uh, she's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK, you too.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], my name is [PII]. I'm the customer service department. How are you today?
[CUSTOMER][POSITIVE] Hi, I'm OK, thank you.
[CUSTOMER][NEUTRAL] Good. Um, so, [PII] was just telling me that you were calling in. Um, can you let us know that Ms. [PII] passed away and you need to cancel her policy?
[CUSTOMER][NEUTRAL] Well, no, no, no, not cancel the policy, uh, first, I mean, I just, I wanna find out what, uh, like.
[CUSTOMER][NEUTRAL] What I needed to, I, I, I don't know what to do from here. Can we submit a claim or how does, how does this work?
[CUSTOMER][NEUTRAL] Right, um, so if you do have a claim to be submitted, yes, you would need to submit that, um, and we'll need a death certificate, um, unfortunately until I get the, OK, um, so I can't discuss anything about the policy with you until we get a copy of that. Can you email a copy of that to us?
[CUSTOMER][POSITIVE] Yes, absolutely, yeah.
[CUSTOMER][NEUTRAL] Um, let me get, let me get your email address or whoever I'm supposed to send it to, um, OK.
[CUSTOMER][NEUTRAL] All right, you're ready?
[CUSTOMER][NEUTRAL] Um, it is [PII].