AccountId: 011433970860
ContactId: fca0ad05-1741-4f46-b479-20dc72159dcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428420 ms
Total Talk Time (AGENT): 112388 ms
Total Talk Time (CUSTOMER): 137651 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/fca0ad05-1741-4f46-b479-20dc72159dcf_20250422T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] over in [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing pretty good.
[CUSTOMER][NEUTRAL] Hey, I'm checking on my wife's cancer policy.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] She passed away on.
[CUSTOMER][NEUTRAL] [PII] and I sent the death certificate and they, they, they debited my account for the premium on March the.
[CUSTOMER][NEUTRAL] I don't know, [PII] or [PII] or something like that.
[CUSTOMER][NEUTRAL] And I'm wanting to know exactly when they're gonna.
[CUSTOMER][NEGATIVE] Put that money back and cancel the policy cause
[CUSTOMER][POSITIVE] It's been a pretty good while since I sent it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Oh, let me get my glasses so I can read it to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's 02558313.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And what was her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what was the address on the account?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, let me see if I can see what's going on here. Um.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, it looks like we have gotten the policy canceled. Let me see where the
[AGENT][NEUTRAL] When the refund will be issued. Let's see.
[AGENT][NEUTRAL] Or if there is one
[AGENT][NEUTRAL] Um, can I place you on a brief hold, sir?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] That's what do they usually tell you?
[AGENT][NEUTRAL] OK, I'm gonna, Mr. uh [PII], I'm gonna can uh transfer you to our customer service department and explain what's going on. They actually handle if there's any refund due. Would that be OK if I transfer you right now?
[CUSTOMER][NEUTRAL] Uh, oh, go ahead.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, but I talked to a lady up there, [PII], and she told me as soon as we get the death certificate they'll make sure that if there was any money debited out of that account or paid for after the death certificate that it would be refunded, so.
[AGENT][NEUTRAL] Yeah, that's, that's correct. If there's a refund due. I just can't see what's happening on that end. I see we did receive the death certificate, the policy has been canceled, but I can't see any information about a refund. So that's why I was gonna transfer you over to customer service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you, all right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. I've got a member on the line who's um spouse passed and the policy was a cancer policy. So we've got the death certificate, we got the policy canceled, but I don't, I can't tell if we're going to refund him anything and I was gonna see if you could help him.
[CUSTOMER][NEUTRAL] Uh, sure, I can look at it. Give me just.
[CUSTOMER][NEUTRAL] The 2nd.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What is the policy number?
[AGENT][NEUTRAL] Uh, policy number is 2558313.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, I've got [PII], her spouse on the line.
[CUSTOMER][NEUTRAL] Mm. And did they, um, say when she passed away?
[AGENT][NEUTRAL] Uh, yes, looks like we got the death certificate. Date of death was I believe [PII]. Uh, it was in, it's in the notes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. I can.
[CUSTOMER][NEUTRAL] I can go ahead and take him.
[AGENT][NEUTRAL] OK, I'm gonna um
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEGATIVE] Mm, they, um, as for the question, they are not due a refund since she passed away, um, almost at the end of the month, um, and, mm, there, there's no applicable, applicable refund for them.
[AGENT][NEUTRAL] OK, is it OK if I transfer him on to you?
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK, I'm gonna introduce you on the call and warm transfer, so, um, I'll get him on. Hold on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I've got [PII] on the line in customer service and she's gonna help you, OK?
[CUSTOMER][POSITIVE] Oh nice, good deal. Thank you, ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] Hello. Good morning, Mr. [PII].