AccountId: 011433970860
ContactId: 049816e4-8078-4c7c-a549-f1e43b552a5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305579 ms
Total Talk Time (AGENT): 103180 ms
Total Talk Time (CUSTOMER): 92540 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/049816e4-8078-4c7c-a549-f1e43b552a5f_20250123T20:42_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] from Express Funeral funding. I'm calling on to check if you guys received our assignment.
[AGENT][NEUTRAL] OK, um, your assignment as far as a claim?
[CUSTOMER][NEUTRAL] Um, yeah, for, for life clean.
[AGENT][NEUTRAL] OK. Um, [PII], can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the um.
[AGENT][NEUTRAL] Insured's name?
[CUSTOMER][NEUTRAL] Policy number? Oh, [PII].
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and then what is the policy number?
[CUSTOMER][NEUTRAL] The policy number it is 016.
[CUSTOMER][NEUTRAL] 96679.
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, that would be [PII].
[AGENT][NEUTRAL] OK, let me go ahead and pull in that policy real quick so I can check and make sure we received your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, that policy was 1696679.
[CUSTOMER][NEUTRAL] 16901696679, yes.
[AGENT][NEUTRAL] OK, and what is the name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looking at 01696679.
[AGENT][NEUTRAL] That is not a policy for [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, hold on, let me see, maybe he's a writer, uh, just bear with me a moment. I'm checking.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Don't worry.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Uh let me see, just.
[CUSTOMER][NEUTRAL] Let me check on something.
[CUSTOMER][NEUTRAL] And that is me.
[CUSTOMER][NEUTRAL] Oh, can you try the other one? Because
[CUSTOMER][NEUTRAL] Our documents team put it in put the wrong number. Um it is 006.
[CUSTOMER][NEUTRAL] On the first number, the 96679.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][POSITIVE] OK. Yes, please. Thank you.
[AGENT][NEUTRAL] OK, I do have [PII] pulled up now and.
[AGENT][NEUTRAL] I do see that the date of birth is [PII] and let me look and see if there's been any claims filed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK so looking at the claim we did receive the claim.
[AGENT][NEUTRAL] And um the notice of death has been received, a claim form and the lost policy form letter has been sent to the beneficiary. We're waiting for these forms to be completed by the beneficiary and returned to us.
[CUSTOMER][NEUTRAL] I see OK, claim form.
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] Uh, the last policy form letter.
[AGENT][NEUTRAL] Those 2 things have been sent to the beneficiary, so we're just waiting for the beneficiary to fill them out and send them back to us.
[CUSTOMER][NEUTRAL] I see, OK, alright, I understand. Thank you, [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're welcome. And what is the company you're with again, please?
[CUSTOMER][NEUTRAL] Express funeral funding.
[AGENT][POSITIVE] For funeral OK thank you so much, [PII] I appreciate it.
[CUSTOMER][POSITIVE] Thank you so much as well. Have a great day.
[AGENT][POSITIVE] Thanks for call
[AGENT][POSITIVE] You too and thanks for calling APL. You have a great rest of your week.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].