AccountId: 011433970860
ContactId: 1669ade6-3548-4b21-9d0c-17ca16ee83ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192619 ms
Total Talk Time (AGENT): 75158 ms
Total Talk Time (CUSTOMER): 111592 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/1669ade6-3548-4b21-9d0c-17ca16ee83ba_20250214T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling in regards to my mother, um, that passed away. Um, her name was [PII].
[CUSTOMER][NEUTRAL] And her date of birth was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, really quick, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII] sorry I almost gave you my work number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. I usually have the opposite. I usually would give out my personal instead of my work, um, OK, and then did you have the, uh, policy number?
[CUSTOMER][NEUTRAL] I do not have the policy with me right now. I'm calling on behalf of my dad, um, I guess my dad was notified by the bank that the policy um or that the premium is still coming out of his bank and, um, and so I need to talk to somebody about getting that canceled and I didn't know if you could talk to me or if my dad would have to call in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but you don't, you don't have the policy number with you?
[CUSTOMER][NEUTRAL] Um, let me look and see if I have it saved on phone.
[AGENT][NEUTRAL] OK, um, because I would need either that or a social security number to search for that policy.
[CUSTOMER][NEUTRAL] OK, um, let me, OK, so in order.
[CUSTOMER][NEUTRAL] So if I have the policy number or your social security number I can call you guys back and get the information and talk to you all about it, right?
[AGENT][NEUTRAL] I'm not sure um we can only disclose and certainly cancel the policy if um you were listed under the policy, but my guess is it would probably have to be your father that speaks with us or he can call us and give us permission uh to speak with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, one more question, so he got like claim forms in the mail and it looks like he like it looks like you guys are wanting him to like take it to the doctor that took care of her in the hospital.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But that is not gonna be possible and so is there any way that that paperwork can get faxed to that hospital for that provider to complete?
[AGENT][NEUTRAL] Do you know what kind of claim form that was like what kind of policy that was supposed to be for?
[CUSTOMER][NEUTRAL] So, so she had a critical illness um policy and she also had a cardiovascular disease policy. And I don't have those policy numbers with me. I apologize. I should have had that with me before I called.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, no, no, no, that's perfectly fine. No, that's all right, um, so without seeing exactly which kind of they are I wouldn't be able to tell you for sure, [PII]. So once you're able to call us back with that information, um, or with your father able to speak with us, then we'll be able to get a game plan going for y'all and see what we can do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate you.
[AGENT][POSITIVE] All right, of course, yeah, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.