AccountId: 011433970860
ContactId: 121202a9-4c54-42c0-bbf3-e3cb770407db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198149 ms
Total Talk Time (AGENT): 42998 ms
Total Talk Time (CUSTOMER): 109303 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/121202a9-4c54-42c0-bbf3-e3cb770407db_20250625T21:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What's your name again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, [PII], um, my name is [PII], and I have a policy with y'all and I just need to, um, give you some information about my husband.
[CUSTOMER][NEUTRAL] Because he's covered in the policy too.
[AGENT][NEUTRAL] OK, and what's the policy number, please?
[CUSTOMER][NEUTRAL] Yeah I need to give you the policy.
[CUSTOMER][NEUTRAL] 657-418
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII]. And then I forgot what was the third thing.
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Oh email. um I think it's [PII].
[AGENT][NEUTRAL] I show a different email address. It looks like a work email.
[CUSTOMER][NEUTRAL] Oh, it may be [PII]. Yes, that's my work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you had questions as far as your husband?
[CUSTOMER][NEUTRAL] Yes, my husband passed away Monday, Monday night, and I was just gonna inform y'all around [PII], so you should not be having any bills coming in after that and that was on the [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And I was just gonna inform you all of that that way you would, you know.
[CUSTOMER][NEGATIVE] Because I don't want you to pay something afterwards.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Because he was in the ICU and I know we have the intensive care plan with y'all so.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] I'm so sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You can still file a claim for him. Um, you said that he was in intensive care.
[CUSTOMER][NEUTRAL] Yes ma'am, up to the Monday night, yes ma'am, he'd been in intensive care for.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Let's see, over a week I think, um, I called y'all a few weeks to about a couple a week and a half ago to get the information to put on their, put on the file at the hospital so they could file on the supplement. So and they did, they took it and so I just wanted to make sure y'all were aware you know that y'all should not get.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Claim 6 months from now, you know, or something that was happening after the fact.
[AGENT][NEUTRAL] Oh no, I understand, yes ma'am.
[CUSTOMER][NEUTRAL] Should you should have no claims.
[CUSTOMER][NEUTRAL] No claims after [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, ma'am. I'll note it in our system.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much for calling APM Mr. [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mm bye.