AccountId: 011433970860
ContactId: f69e2714-9c5d-4917-bbee-5804f6424a3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534739 ms
Total Talk Time (AGENT): 193415 ms
Total Talk Time (CUSTOMER): 137109 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f69e2714-9c5d-4917-bbee-5804f6424a3d_20250224T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I need to speak with someone to uh notify the death of a policy holder.
[AGENT][NEUTRAL] OK, let's get that pulled. Do we have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do.
[AGENT][POSITIVE] OK, great. Go ahead.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 680-179.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much. And then if I could get a first and last name of one of the insured on the policy?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. And then date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you. Let's see what we need to do here.
[AGENT][NEUTRAL] All right and then if I could grab your first name please?
[CUSTOMER][NEUTRAL] I'm [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And who is the person on the policy that we need to have removed?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] It's [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, cause it looks like, so [PII] was listed on the policy of beneficiary. Let me see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's my husband.
[CUSTOMER][NEUTRAL] Yeah, I'm under the impression from the information she left me was that it was a cancer policy.
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][NEUTRAL] Which is, she did not die of cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], let me get somebody on the line that deals with uh reporting this and just collecting the paperwork that's needed. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] Oh no, that's fine.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] We just
[AGENT][NEUTRAL] C.
[AGENT][NEUTRAL] the.
[AGENT][NEUTRAL] Always
[AGENT][NEGATIVE] I'll just call customer service and see if they can tell me now I won't transfer.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] If I can.
[AGENT][NEUTRAL] I don't know. I think they need to speak with the son.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care today. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm good, [PII]. Um, if an insured has passed away, um, as far as canceling out the policy, I'm sorry, I always forget. Is there like only certain people you guys can speak to? Does it have to be the beneficiary if there is one?
[CUSTOMER][NEUTRAL] Um, yes, they will have to send us the document that they are the beneficiary or, um, what is it called, the other part like um.
[CUSTOMER][NEUTRAL] That they have a power of attorney or they are the person to take care of um whatever is left from the person who passed away.
[CUSTOMER][NEUTRAL] But, um, until we don't receive those documents, we can't discuss anything about the policy.
[AGENT][NEUTRAL] OK, yeah, cause the son is listed as a beneficiary, but the wife is on the phone and it's the mom of the son who passed away, so he needs to call us to cancel it, right?
[CUSTOMER][NEUTRAL] Mhm. Yes, he will be the person.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I just wanted to make sure. Thank you so much, [PII]. I appreciate you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][POSITIVE] I'm here with you.
[AGENT][NEUTRAL] Thank you so much for patiently waiting so I was speaking to customer service and they were telling me that um since [PII] is listed as the beneficiary, he is the one that has to call to cancel it out just for security reasons we can't um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] Oh I, I can provide him for you.
[AGENT][POSITIVE] OK, OK, awesome if he's there, um, let's get him on the line and we'll get it canceled out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, great. He is right here and I'll put you on speakerphone.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Hey [PII], this is [PII] over at APL. I'm gonna get somebody on the line to take care of your mom's policy. I just, they need to speak with you since you're listed as the beneficiary, OK?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] 49.
[CUSTOMER][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you today?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have the son of an insured on the line. He's a beneficiary on a policy. Uh, he needs to speak to somebody about canceling it. The, uh, insured has passed away, his mother.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, well, he can't cancel it, but I can tell him what he's got to do.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see, what's that number, dear?
[AGENT][NEUTRAL] The policy number is gonna be 680179.
[CUSTOMER][NEUTRAL] Alright, let's 680-179.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have [PII] on the phone.
[AGENT][NEUTRAL] Mhm. And his wife [PII] also.
[CUSTOMER][NEUTRAL] OK, so [PII] and [PII], OK, put them all through it, and I'm just gonna tell them to send me a death certificate we get it done.
[AGENT][POSITIVE] All right, [PII], here they come. Thank you.
[CUSTOMER][POSITIVE] Thank you dear bye.
[CUSTOMER][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] customer service. How are you?
[CUSTOMER][NEUTRAL] Fine, how are you doing? I'm fine, thank you, sir. So Miss [PII] tells me you're calling.