AccountId: 011433970860
ContactId: 07706462-8902-449f-8407-95542e34e16a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214380 ms
Total Talk Time (AGENT): 93260 ms
Total Talk Time (CUSTOMER): 60968 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/07706462-8902-449f-8407-95542e34e16a_20250224T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Mr. [PII], I was on the phone with Ms. [PII] in the last claims, and I forgot to ask her a question. Is there any way you can help me or I can talk to her?
[AGENT][NEUTRAL] Oh yeah, give me your name first.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and then what's a good call back number for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was the policy number this was regarding?
[CUSTOMER][NEUTRAL] 00153472. I just forgot to ask her about the uh.
[CUSTOMER][NEUTRAL] The coverage if the like the policy was in good standing.
[AGENT][NEUTRAL] OK, one moment, let's see.
[AGENT][NEUTRAL] And unfortunately I'm gonna have to have you verify some information again. Who is this policy for?
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Her date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And who are you to Miss um [PII] Sex?
[CUSTOMER][NEUTRAL] The funeral home.
[AGENT][NEUTRAL] Your re funeral? OK. All right. Let's see.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] And what is it you wanted to know the coverage?
[CUSTOMER][NEUTRAL] Yeah, I just wanna make sure the policy was in good standing. I know they were paying off for a long time and they still were paying on. I just wanna make sure the funeral bill, um, it actually.
[CUSTOMER][NEUTRAL] Uh, the balance is.
[CUSTOMER][NEUTRAL] One second I'll tell you.
[CUSTOMER][NEUTRAL] 9942. I just wanna make sure that we were OK with that.
[AGENT][NEUTRAL] Let's take a look.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, OK, for one moment and I'll double check that for you. OK, thank you. All right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey [PII], I'm good. I hope you're doing well today.
[AGENT][NEUTRAL] I, I have Mr. [PII], Mr. [PII] on the phone. You just got off with him and he said he forgot to ask you one question. He wanted to verify the coverage and he says the bill is 9942, which I look on the PI BFT.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] We got it OK.
[AGENT][POSITIVE] OK, alright, OK, makes sense. All right, thank you, [PII], bye bye.
[AGENT][POSITIVE] Thank you for patiently waiting for me Mr. [PII], so we can't verify benefits until we receive that assignment of benefits form filled out which gives you the authority by the beneficiary to conduct that business, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I, um, because their visitation starts today this afternoon I can't allow them until I just make sure the policy was, is it showing like it's in good standing, like it's paid up and everything?
[AGENT][NEUTRAL] We can't answer any of that. I just verify until we receive that assignment of benefit form if you wanna sign it and fax it to us and call us back and let us know you you faxed it so that you can receive that information at that time, OK?
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Thank you for calling ATL [PII]. Have a great day. Anything else?