AccountId: 011433970860
ContactId: 0772c5ee-006f-4cfa-ae36-ed47a214bd18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155759 ms
Total Talk Time (AGENT): 85869 ms
Total Talk Time (CUSTOMER): 87729 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/0772c5ee-006f-4cfa-ae36-ed47a214bd18_20250429T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII] Funeral Home [PII].
[AGENT][NEUTRAL] Uh, yes, uh Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, it's just [PII], please. I'm calling you in regards to policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 005.
[CUSTOMER][NEUTRAL] 492-04 on the insured uh [PII].
[AGENT][NEUTRAL] OK, let me bring it up. Give me one sec.
[AGENT][NEUTRAL] All right, Miss [PII] has, let me just read my notes for one moment, Mr. [PII], Mr. [PII], Mr. [PII]. I'm sorry, I'm just used to calling people about Mr. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I, I know you were raised correctly.
[AGENT][NEUTRAL] Yeah, let me see, mail another life claim form. the name beneficiary. Oh yeah, we, we're waiting on the life claim form filled out by the beneficiary. When I called on, yeah, they told me to go ahead and send it to the address that was on that assignment letter. So that's what I did on the [PII] and I sent another request on the [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I've got that in my hand, uh, Miss [PII], the daughter is coming over this evening to sign it, and I'll notarize it. Can I email that back to you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They have to be faxed, mailed in either one, so I can give you our fax number and you can fax it in.
[CUSTOMER][NEUTRAL] OK, because I've already sent you the death certificate and the uh.
[AGENT][POSITIVE] Yes, assignment. Yeah, that's correct.
[CUSTOMER][NEUTRAL] Um, assignment, so I sent you all that. I think I emailed that to you. I'm not for sure, but.
[AGENT][NEUTRAL] Well, no, you can't email anything to me, so you didn't email anything because you can't email anything to the adjuster.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, so I don't know who I sent it to, but you've got it, so we're good there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we, we are, uh.
[CUSTOMER][NEUTRAL] Uh, what is the fax number you want me to send this when I get done with her?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and your age of [PII].
[AGENT][NEGATIVE] I, I would shit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will get this.
[AGENT][NEUTRAL] And just put attention claims department.
[CUSTOMER][NEUTRAL] Attention claims.
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][POSITIVE] OK, we'll get it up to you tomorrow.
[AGENT][POSITIVE] All right, thank you, Mr. [PII], for calling and you have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Uh-huh. Bye-bye. You too. Bye-bye.
[AGENT][NEUTRAL] That