AccountId: 011433970860
ContactId: 1566314f-d90a-4209-996a-0ff4c648f1bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185580 ms
Total Talk Time (AGENT): 46851 ms
Total Talk Time (CUSTOMER): 96075 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/1566314f-d90a-4209-996a-0ff4c648f1bd_20250612T18:35_UTC.wav
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[CUSTOMER][NEUTRAL] Would you
[AGENT][POSITIVE] Thanks for calling AP APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] and I'm just calling for some information, uh, uh, going through some things and find a copy of a policy and I don't know what kind it is. It was for my husband who passed away a couple of years ago and I was just going through some of his papers and this was something I saw in there. I don't know if it's expired or or what what type of policy it was.
[AGENT][NEUTRAL] Does it have a uh policy number by chance?
[CUSTOMER][NEUTRAL] That's a policy number let me see, oh yeah, 23,430.
[AGENT][NEUTRAL] And what was your husband's name?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] It may be expired but I was just going through some stuff and I just.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Found it so I was.
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] OK, give me one moment. I didn't pull anything up with that policy number, but let me look it up by the name. Just give me a moment.
[CUSTOMER][NEUTRAL] OK, I see it says something on here about the certificate number.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] 01759394
[AGENT][NEUTRAL] OK, looks like that's the right one. Let me get that pulled up, one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Maybe up in the wild.
[CUSTOMER][NEUTRAL] So uh
[AGENT][NEUTRAL] OK, looks like uh it was a
[AGENT][NEUTRAL] Look it was a group cancer policy through the employer looks like it terminated [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And what?
[AGENT][NEUTRAL] Uh, in [PII], it terminated [PII].
[CUSTOMER][NEGATIVE] Yeah, that's when he died. He died [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it was a policy that was for the employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Apost through school, OK, yeah, he was employed by for the ISD.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I was just going through cleaning up, throwing out papers, and I came across that and I didn't know that was something I didn't know he had, so.
[AGENT][NEUTRAL] OK. And is there anything else I can help with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] Uh huh bye bye.