AccountId: 011433970860
ContactId: 143c1a58-3488-419a-8fc6-ff23269997d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230699 ms
Total Talk Time (AGENT): 105368 ms
Total Talk Time (CUSTOMER): 82281 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/143c1a58-3488-419a-8fc6-ff23269997d3_20250514T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], uh, this is [PII]. Uh, I'm helping my friend. Her mom had passed away, and she found um some paperwork, but didn't find a, uh, policy. So I'm asking you, could you look to see if [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, had a policy. I have her date of birth and her social security. Will that help you?
[AGENT][NEUTRAL] OK, so we're just needing to check to see if [PII] did have a policy with us?
[CUSTOMER][NEGATIVE] Yeah, well, she said right, she's passed away.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I'm trying to help my friend clear up some paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, I can definitely see if she had a policy with us. um, [PII], can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK thank you um let's see I think the easiest way, uh, do you have her social by chance?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] All right, well, I did not get, let me make sure I heard that correctly first, um, so that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I did not get a result with that social, um, let me just for good measure, I will check by her name that was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what state does, uh, or did [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you know the town?
[CUSTOMER][NEUTRAL] Um, she, let's see.
[CUSTOMER][NEUTRAL] It has [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] I'm sorry.
[AGENT][NEUTRAL] That's OK. All right, I have a few, I did have a few [PII] from [PII], but they were either in [PII] or [PII], so.
[CUSTOMER][NEUTRAL] She did live in, she did live in [PII].
[AGENT][NEUTRAL] Oh, let's take a look there. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was her date of birth?
[CUSTOMER][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] That's OK. OK. So I do see, looks like she did have a policy with us. Uh, it was actually under um [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No active policies at all. Um, the last one terminated in [PII]. I said no active policies at all. The last one terminated in [PII], um, and none were under her name. That's probably why I couldn't find her with her social. Um she was a dependent under [PII].
[CUSTOMER][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, all right. Well, I appreciate your help.
[AGENT][NEUTRAL] So no active policies with us at the moment, of course. Did you have any other questions for me?
[CUSTOMER][POSITIVE] Thank you so so much. You were, you were very helpful, thank you.
[AGENT][POSITIVE] Of course. All right. Glad to help. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right, have a blessed day bye.
[AGENT][POSITIVE] You too thanks bye bye.