AccountId: 011433970860
ContactId: f49e8fa2-0c4e-4eba-8d26-fea0b82537cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739830 ms
Total Talk Time (AGENT): 212350 ms
Total Talk Time (CUSTOMER): 123046 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f49e8fa2-0c4e-4eba-8d26-fea0b82537cc_20250613T13:00_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and um.
[CUSTOMER][NEUTRAL] I had talked with a representative about a month or so ago. My husband took out this policy some years ago and he is deceased and she was supposed to have sent.
[CUSTOMER][NEUTRAL] To cancel this, this, um, policy and sent me a check for all the stuff that's been taken out since he, since he was, uh, since he died and I have not heard anything from him so I'm checking and I don't know whether I'm talking to the right person or not, but maybe you can help with that.
[AGENT][POSITIVE] Yeah, we can definitely take a look, [PII]. Do you by chance have the policy number?
[CUSTOMER][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] Uh, I may have it somewhere. I have not been able to locate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can look it up by, by name here. Give me just a moment.
[AGENT][NEUTRAL] Uh, well,
[CUSTOMER][NEUTRAL] OK, probably a Jim Briquette or Jim, Jimmy A or JA Burquette.
[AGENT][NEUTRAL] Spell [PII], spell [PII] for me.
[CUSTOMER][NEUTRAL] I don't know how he would
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his first name you said was [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. And then date of birth?
[CUSTOMER][NEUTRAL] His date of birth was um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, yeah, I see where you called in April, talked to somebody.
[AGENT][NEUTRAL] Um, let me see what I can find here.
[CUSTOMER][NEUTRAL] OK, your name is, you said your name was [PII]?
[AGENT][NEUTRAL] No, no. My name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you. I'm sorry. I don't know what what I was thinking. I have it.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, let me see.
[CUSTOMER][NEUTRAL] Well, the reason I was, I noticed on my bank statement that another amount was drawn in uh May of this month.
[AGENT][POSITIVE] Oh, goodness. OK. Yeah.
[CUSTOMER][NEUTRAL] So I didn't, didn't know, then why they were still drawing out.
[AGENT][NEUTRAL] It looks like they uh received this. Let me double check and.
[AGENT][NEUTRAL] See if it's been uploaded.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Are you wanting to keep the the policy for yourself and just cancel it for him or cancel it in its entirety?
[CUSTOMER][NEGATIVE] Let's cancel it in its entirety.
[AGENT][NEGATIVE] You wanna cancel it in its entirety, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have uh relocated so I've got to close this account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was trying to make sure I was supposed to be drawn out of this account.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Uh, there's a lot of things can no longer done.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, let me double check and see because I think I can just go ahead and cancel this out for you since you don't wanna keep it at all. Um, let me see if we can do that, [PII], and get that taken care of today. And then when did [PII] pass away?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of [PII], OK.
[AGENT][NEUTRAL] And then I'll just see what we need to do to get that reimbursed to you, but go ahead and try and get it canceled today so that way you don't have to worry about any more bank drafts, you know, going forward, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh perfect, yeah.
[AGENT][NEUTRAL] Yeah, yeah. OK. If you don't mind, I'm gonna place you on just a brief hold.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Have a good day [PII].
[AGENT][POSITIVE] Love you too.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Never mind.
[AGENT][NEUTRAL] Just create a hub request.
[AGENT][NEGATIVE] For customer service to call her back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you so much for your patience on this, [PII]. So, um, I can go ahead and cancel this and then, um, the policy will still show an effective date up until [PII], but no further premiums then would be taken and then as far as the refund goes, um, I'm gonna have somebody in the customer service that deals with refunds call you on that.
[AGENT][NEUTRAL] Um, because I do show that we received the information as far as the death certificate and everything, so I'm gonna have to have them call you on that.
[CUSTOMER][NEUTRAL] OK. That sounds fine.
[AGENT][NEUTRAL] Um, OK, what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then just to confirm, the address at [PII], is that still valid or do we need to update that?
[CUSTOMER][NEUTRAL] That's correct. That, that, so that's the, that's the is the updated one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, great. Because I'm gonna send you a letter, uh, just confirming the cancellation on the policy and it'll show the date of [PII], OK?
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] Alright, so that has all been canceled out. You shouldn't have to worry about any more premiums as far as the refund and everything, um, just give customer service the date to to give you a call back if you don't hear anything from us today, definitely call on Monday because this conversation will be noted and then we can get you over to somebody um if if you haven't gotten a call back.
[CUSTOMER][POSITIVE] Thank you. I appreciate it.
[AGENT][POSITIVE] Not a problem. Did you have any other questions or concerns?
[CUSTOMER][POSITIVE] No, I think you've handled it nicely.
[AGENT][POSITIVE] All right well I appreciate you [PII]. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] Well, thank you, same to you.
[AGENT][NEUTRAL] You as well. Bye bye.