AccountId: 011433970860
ContactId: 13d50a27-76a1-418e-9937-b3dd4e9add8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83239 ms
Total Talk Time (AGENT): 30076 ms
Total Talk Time (CUSTOMER): 49680 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/13d50a27-76a1-418e-9937-b3dd4e9add8f_20250520T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, hi. Um, I spoke with someone yesterday and she emailed me some forms that I needed to get filled out, um, stating that I am the beneficiary of my mother's policy, and I had to get a copy of my dad's death certificate. Uh, it's called loss of life claim form. Do I mail this to y'all with the death certificate or do I fax it?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You can email it back if you wanted to email it back um.
[AGENT][NEUTRAL] Do you, do you have the care team email address on the email that you received?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm not sure. I see the fax number at the bottom. I could probably fax it better than I can email it or would that be OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That would be fine. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and do y'all need me to then go ahead and mail the original death certificate that I just picked up?
[AGENT][NEUTRAL] Uh, we do not have to have the original.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you wanna just send a copy that'll be fine too.
[CUSTOMER][NEUTRAL] OK, so, so the.
[CUSTOMER][NEUTRAL] OK. All right then, thank you. I will fax and then I will put it in the mail as well just for you to have the physical copy too. All right, thank you, ma'am. All right, bye-bye. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so very welcome. Bye-bye. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes