AccountId: 011433970860
ContactId: 00f693cb-2e07-4735-b5cc-aa5defe772e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97489 ms
Total Talk Time (AGENT): 57510 ms
Total Talk Time (CUSTOMER): 30195 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/00f693cb-2e07-4735-b5cc-aa5defe772e1_20250228T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is starting. How are you?
[AGENT][NEUTRAL] Hi, Miss [PII]. I'm OK. How are you?
[CUSTOMER][NEUTRAL] I'm, I'm OK.
[AGENT][MIXED] Good. You still didn't get that.
[CUSTOMER][NEUTRAL] OK, that's that.
[CUSTOMER][NEGATIVE] The check didn't come in again today.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm gonna go ahead and cancel that one and then when we get the death certificate in, um, we can um
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Just send it to you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she had
[CUSTOMER][NEUTRAL] So when I
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] When, when I get the death certificate, all I do is send you a copy of it.
[AGENT][NEUTRAL] Yes, ma'am, and we don't need an original or anything, just need a copy and you can send it by email.
[CUSTOMER][NEUTRAL] OK, alright, I'll do that.
[AGENT][NEUTRAL] All right. And you did say you had one more sister, right?
[CUSTOMER][POSITIVE] I appreciate it. Thank you.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so we'll have to, what we'll have to do is, um, if I'll have to check and see if she had a beneficiary listed on either policy.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Um, if there was one listed on there, which this wasn't, I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] I have to call you back.
[CUSTOMER][POSITIVE] That's exactly.
[CUSTOMER][NEUTRAL] Memory?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Let me call you back. I'll take to the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nah.
[AGENT][NEUTRAL] Bye.