AccountId: 011433970860
ContactId: f6583945-a3c6-4c46-a106-dbcab7dc003d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184600 ms
Total Talk Time (AGENT): 81574 ms
Total Talk Time (CUSTOMER): 56240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f6583945-a3c6-4c46-a106-dbcab7dc003d_20250131T23:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I'm not for sure if it's something we need to be calling to check on. My dad passed on [PII] of this year. Um, we found an American public life insurance policy that he has. I'm just trying to see something that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEGATIVE] I'm sorry, your phone is cutting up really bad. It's hard for me to hear you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My dad passed away [PII] of. We are going through some of his papers and we found a policy he has with y'all.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] We're just trying to see what this is.
[AGENT][NEUTRAL] OK, can you give me the policy number?
[CUSTOMER][NEUTRAL] I sure can. It's 591-800.
[AGENT][NEUTRAL] OK, let me look that policy number up real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is your daddy's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at this real quick.
[AGENT][NEUTRAL] OK, this is a cancer policy.
[AGENT][NEUTRAL] It is still active under his name so what we will need is for you to send his death certificate in us. um, let me give you, let me give you that email address to send that to. It doesn't have to be the original um you can just email it. The email address is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] And you can just send that into us we'll um cancel the policy and any pre premium that was paid after death will be refunded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright that care team at um [PII].
[AGENT][POSITIVE] Yes, that's correct. You've got it.
[CUSTOMER][NEGATIVE] And um what um when we do this, y'all are just cancel this policy?
[AGENT][NEUTRAL] Yes, we'll cancel the policy and refund any premium that was paid after his date of death.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome you have a blessed weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Mm bye.