AccountId: 011433970860
ContactId: 07dbf96a-0d9e-4c28-a6cd-d4df5ac4e12c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281299 ms
Total Talk Time (AGENT): 164694 ms
Total Talk Time (CUSTOMER): 79905 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/07dbf96a-0d9e-4c28-a6cd-d4df5ac4e12c_20250213T15:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][POSITIVE] Hi, [PII], this is [PII]. I'm so glad I got you because you are the guru of life insurance.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] I've got
[CUSTOMER][NEUTRAL] I've got um American financial funding for funeral, oh wait, American funeral financial funding on the phone.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And, uh, OK.
[CUSTOMER][NEUTRAL] And they're the um.
[CUSTOMER][NEUTRAL] Oh, they're the.
[AGENT][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] It is 152-721.
[CUSTOMER][NEUTRAL] That's for Miss [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the lady's name that's on the phone is [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, I can speak with her.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a good day. Bye-bye.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII] and I'm in the claims department, and you're calling in reference to a life policy on Mr. [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct, Ms. [PII], yes.
[AGENT][POSITIVE] All right. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling on a recorded line to see if policy number 152721 will cover the assigned amount of $5,0069.
[AGENT][NEUTRAL] OK, let me see what came in our office and let me just review for a minute. 0152721. OK, let me see. I'm trying to read my notes when I spoke with somebody cause it got set up on death claim. So I know I spoke with somebody. Oh, the she probably did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can that uh beneficiary. Let me see the beneficiaries on here [PII]
[AGENT][NEUTRAL] OK, they got to see notes. So let me see, did I do this or did the [PII] set it up. OK. So first we got to see who the beneficiary is before I can give you any information to see if that person signed this paperwork to give us permission.
[AGENT][NEUTRAL] To speak with uh anybody about the assignment and I'll put it in the, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And let me see who, who came in and gave you permission.
[CUSTOMER][NEUTRAL] Um, signing the assignment is [PII], the daughter, and [PII], the son.
[AGENT][NEUTRAL] OK. So let me just see. OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and I know we're gonna have to send y'all a life claim form anyway to get filled out by whoever the beneficiary. Now let me bring up the policy and it's got 6 to 7 pages so it might take me a minute to, OK, OK, can we find anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Take your time. I get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, go to the back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It's coming up.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alrighty, this teaching we found a name that year.
[AGENT][NEUTRAL] Mm, not on that.
[AGENT][NEUTRAL] OK, maybe on this.
[AGENT][NEUTRAL] Can I get your phone number and give you a call back because it's gonna take me a minute to look through these 67 pages to find a beneficiary name on it. So can you give me your number?
[CUSTOMER][NEUTRAL] Or I can, I mean, or I can hold whatever, whatever is convenient for you.
[AGENT][NEUTRAL] I can, I can call you back. So let me, let me look, look through it and verify. What's that number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll give you a call back in about the next 10 minutes or so, OK?
[CUSTOMER][POSITIVE] OK. Yes, ma'am. Thank you.
[AGENT][POSITIVE] Thank you. You you have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] All right. You too. Bye-bye.