AccountId: 011433970860
ContactId: f4d6c08e-2ed6-4466-836d-1461b555a616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248679 ms
Total Talk Time (AGENT): 130769 ms
Total Talk Time (CUSTOMER): 68514 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f4d6c08e-2ed6-4466-836d-1461b555a616_20250319T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi. I need to cancel a policy, um, for [PII]. She has passed away.
[AGENT][POSITIVE] All right. I'm so sorry to hear about your loss. Um, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], and just in case we get disconnected, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the uh policy number?
[CUSTOMER][NEUTRAL] I do, it's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 728147
[AGENT][NEUTRAL] Alright, give me just a second, Ms. [PII]. Let me pull it up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When did Miss [PII] pass away?
[CUSTOMER][NEUTRAL] Uh, 212 of 25.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, and do you have a death certificate yet?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Are you able to email that in so that we can get this policy canceled for you? OK, so let me give you the email to send that to let me know when you're ready.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and for the subject line do I just put policy number?
[CUSTOMER][NEUTRAL] Death certificate or?
[AGENT][POSITIVE] Yes ma'am, that'll be fine so that we can locate the policy and um know what it is by looking at the subject line that'll be just fine.
[CUSTOMER][NEUTRAL] OK, will that once it's canceled, will that auto automatically cancel the uh the auto pay for the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and that's all I need to do?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] What's your relation to Miss [PII]?
[CUSTOMER][NEUTRAL] And she had cancer, so it wasn't.
[CUSTOMER][NEUTRAL] Um, her wife, common law.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And did she have an estate or anything like that?
[CUSTOMER][NEUTRAL] Yes, we're, uh, we just started the probate.
[AGENT][NEUTRAL] OK, um, could you also send us that information as well?
[CUSTOMER][NEUTRAL] I can send the will um we're waiting on a court date uh to officially appoint me as executor.
[AGENT][NEUTRAL] OK, OK, so it does look like uh she's gonna be due back a unearned premium for the month of March.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, so we will need those probate papers once you get them so that we can issue you that refund back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, so just whenever you get them, just let us know and send it to that same email address and I'm gonna make notes on the policy that you're still waiting on the court date for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I could do for you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, ma'am. Thank you so very much.
[AGENT][POSITIVE] No problem, Ms. [PII], and I do wanna tell you again, I'm so sorry for your loss and please let us know if you have any questions, OK?
[CUSTOMER][POSITIVE] Thank you, I will.
[AGENT][POSITIVE] All right. Have a great day and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Alright, you too.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.