AccountId: 011433970860
ContactId: 16c2fb87-d0ef-452d-83d2-1b31f11dd248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 643679 ms
Total Talk Time (AGENT): 102025 ms
Total Talk Time (CUSTOMER): 122028 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/16c2fb87-d0ef-452d-83d2-1b31f11dd248_20250523T18:09_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII], and I'm calling from the law office of Wyle Green, and we have been retained by um a client for um the probate process for her husband who passed away. Now, I don't think this is a life insurance policy. I think it's just a cancer policy, but I told her I would call and check with all the insurance policies she had and then I guess we just need to
[CUSTOMER][NEUTRAL] To cancel that if that's the case, if it's a cancer policy. Can I give you the um the policy number?
[AGENT][NEUTRAL] Um, go ahead and go ahead with the callback number just in case we get disconnected as well.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] go ahead with the policy number.
[CUSTOMER][NEUTRAL] OK, and this is an old policy from [PII], but it's A 0021639.
[AGENT][NEUTRAL] OK. And how do you spell your name?
[CUSTOMER][NEUTRAL] My name is [PII]'s [PII] Last name is [PII], [PII]
[AGENT][POSITIVE] Thank you Miss.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And bear with me, this is a whole policy, so I have to search it a different way. Sometimes it takes a little bit longer, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Thank you. What's the name of the patient or the member sorry.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] Do you know his date of birth?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Ms. [PII]. OK, um, since we don't have anything on the, on the policy or anything indicating we can release the information. I check and it looks like um we have somebody that work with the lawyer's office and um what I can do is send her a request to give you a call back. Is that OK?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Someone who works with who? I'm sorry.
[AGENT][NEUTRAL] Someone that works directly with the lawyer's office or anything regarding um attorneys.
[CUSTOMER][NEUTRAL] Oh, someone who works directly with uh.
[CUSTOMER][NEUTRAL] Who deals with attorney's offices?
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so but you don't have that policy, is that what it is or?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, I did find it, but I checked and see if we had any authorizations or anything like that. We cannot really release the information unless we have an authorization on file, um, due to security.
[CUSTOMER][NEUTRAL] OK, well I can just I can just get um.
[CUSTOMER][POSITIVE] Ms. [PII] to give you a call because I think she has a policy with you all as well so I can if that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If that would be better if I just got her to call.
[AGENT][NEUTRAL] Um, you can do that, or, uh, or again, I can have that person, um, give you a call back. She was at lunch. I think she's back. Do you mind holding for me a little bit longer? Let me see if she answers.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Or she can just call me. Just, just tell her she can call me back. That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so I'll go ahead and.
[CUSTOMER][POSITIVE] It's it's not a huge rush she can give me a call back.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, OK, so I'm gonna give you the [PII] is the callback number, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's right. OK, thank you.
[AGENT][POSITIVE] OK. All right. You're welcome. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, bye.