AccountId: 011433970860
ContactId: f61f8ce1-d0af-4cf8-831c-3b0f654155a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519500 ms
Total Talk Time (AGENT): 206003 ms
Total Talk Time (CUSTOMER): 165371 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f61f8ce1-d0af-4cf8-831c-3b0f654155a2_20250530T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I was checking um on something. I called earlier in the spring and, um, you have been taken out a debit out of my father-in-law and my mother-in-law's account, and they passed away like two years ago, and we didn't really realize what it was being taken out for. Anyway, they asked me to send uh a death certificate of both of them, and they would see about getting me a refund. And I was just wondering if how far that had gotten along, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I hadn't heard, well, they text back and said that they had gotten, you know, the um death certificates, but I was wondering how that was coming or what, what would become of it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right. Well, I can help you um with the thank you with the refund. May I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] I don't have it. I can only go by the name and that's how they looked it up before it's [PII].
[AGENT][NEUTRAL] OK, and it's [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, let me see if I can find them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I had to send the death certificates twice, twice because I couldn't read the first time and I sent them back.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] All right. And what's, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh gosh, [PII], I think. I'm not sure.
[AGENT][NEUTRAL] OK. I'm showing another year. Um, what was the day?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, is it [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the date?
[CUSTOMER][NEUTRAL] His name was [PII].
[CUSTOMER][NEUTRAL] [PII] was his name. Can you use that? I really don't know the date. I can go ask my husband. He's, he's right outside the door if you want me to do that.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's OK. I'm gonna look in the notes here real quick.
[AGENT][NEUTRAL] Um, do you know there.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Um, address?
[CUSTOMER][NEUTRAL] Yes, it was [PII].
[AGENT][NEUTRAL] OK, they have a um PO box do you know that?
[CUSTOMER][NEUTRAL] I don't know, but I can go ask my husband.
[AGENT][POSITIVE] Uh yes ma'am, yes, please do.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Alright, just a minute, OK.
[AGENT][POSITIVE] Yes, ma'am. Go ahead and take your time.
[CUSTOMER][NEUTRAL] OK, he said that it was already he can't remember the number but he said that, you know, he had already closed it, so they're no longer getting mail there.
[AGENT][NEUTRAL] OK. All right, let me, right, I understand that they're not getting mailed. That's OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That they're not getting mail because they're no longer with us, but we need to verify the policy in order for me to get further information, um, and you did receive a letter stating that that um the death certificates, the second attempt was received and they were legible.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, the, the.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, let me look those up real quick.
[CUSTOMER][NEUTRAL] Now I will tell you this, the post office box was in [PII] and not [PII]. I'm sorry, I, we don't have any information.
[AGENT][POSITIVE] You do have that correct. Yes, ma'am. You do have that right.
[AGENT][NEUTRAL] OK, let me search and see if I can get those death certificates.
[CUSTOMER][NEUTRAL] They asked me to scan them.
[CUSTOMER][NEGATIVE] And I did and I sent them back.
[AGENT][NEUTRAL] Yes. OK.
[AGENT][NEUTRAL] It's gonna be just a minute while my computer pulls them up for us.
[CUSTOMER][NEUTRAL] That's fine. I'm not in a hurry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tell me more.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yes, ma'am, I'm here.
[CUSTOMER][NEUTRAL] OK. I picked the dog up and I didn't know if she touched the phone or something.
[AGENT][NEUTRAL] Oh, I heard the puppy crying in the background.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] And she was walking in my lap. I picked her up and I thought.
[AGENT][NEUTRAL] I just, OK.
[AGENT][NEUTRAL] What's it. I've got one sitting in a playpen on the floor right next to me.
[AGENT][NEUTRAL] So that she'll be quiet or he'll be quiet, but yes ma'am.
[CUSTOMER][NEUTRAL] Oh really? They're like children, aren't they?
[AGENT][POSITIVE] Yes you are.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna go ahead and transfer you on over to customer service so they can um assist you with your refund check so it's gonna be a brief hold while I transfer you on over and um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna let them know that you verified the policy with me already, so you won't have to do that again.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] OK. You're very welcome. Yeah, it's gonna be a quick hold.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][POSITIVE] You too have a blessed weekend. Thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Ms. [PII] on the phone. She is calling about policy number 673144.
[AGENT][NEUTRAL] Uh, both members on the policy have passed, and she sent in the death certificate for a refund of, uh, unearned premium.
[AGENT][NEUTRAL] And she is wanting to know the status of it uh did you guys get the legible death certificates and what's the status of the refund?
[CUSTOMER][NEUTRAL] OK, it looks like memory is working on it, so I'll let her know what's the um callback number?
[AGENT][POSITIVE] And she's super sweet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I[PII] [PII], and they did verify the policy of the members.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And what was her name again?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK, thank you. You have a good weekend.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too, ma'am. Bye-bye.