AccountId: 011433970860
ContactId: fd4ad240-6182-490b-93c0-cc2c830425d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170059 ms
Total Talk Time (AGENT): 82467 ms
Total Talk Time (CUSTOMER): 57791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/fd4ad240-6182-490b-93c0-cc2c830425d4_20250226T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the claims department. Um, I have a member, well, a caller calling wanted to um cancel a policy.
[CUSTOMER][NEUTRAL] The two men being deceased.
[CUSTOMER][NEUTRAL] Um, so the policy number is 698499.
[AGENT][NEUTRAL] All right. And who do we have on the line?
[CUSTOMER][NEUTRAL] Um, we have [PII] on the line.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And I guess it was his wife who passed away.
[CUSTOMER][NEUTRAL] Yeah, he said that she passed away [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. I can go ahead and take the call. Thank you. 00, wait, what is a good callback number? Is it the one ending in [PII] good?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK. All right. Got it. Thank you.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Do what?
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Oh, good afternoon.
[AGENT][NEUTRAL] Hello, Mr. [PII]. This is [PII] in customer service. I was just advised that you are willing to cancel a policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I have the policy here available and all we will um be requesting is a copy of the death certificate, um, that way whenever we receive it, we will go ahead and cancel the policy going back to that date and refunding all that unearned premium.
[CUSTOMER][NEGATIVE] Yeah, she passed away [PII].
[AGENT][NEUTRAL] All right, um, then we will be refunding for um the month of January and February, which are, which are the months that are paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I mail this to direct bill American Public Life Insurance Company?
[AGENT][NEUTRAL] Uh, yes, you can mail it or fax it.
[CUSTOMER][NEGATIVE] Uh, I don't have a fax machine. I'm not gonna pay for.
[AGENT][NEUTRAL] OK, OK, um, I can provide a
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just might look to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got an uh self-addressed envelope for the bill, and I'll just send the copy of the death certificate.
[AGENT][NEUTRAL] Yes, that will work, Mr. [PII].
[CUSTOMER][NEUTRAL] That'd be OK?
[AGENT][POSITIVE] Mhm. Yes, absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, I'll get it in the mail tomorrow, hopefully you'll get it by next year, uh-huh, thank you.
[AGENT][POSITIVE] Thank you, Mr.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] But