AccountId: 011433970860
ContactId: 1d4fbb0a-b08b-4e41-a825-79f88ac22b6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389839 ms
Total Talk Time (AGENT): 137299 ms
Total Talk Time (CUSTOMER): 143145 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1d4fbb0a-b08b-4e41-a825-79f88ac22b6a_20250310T15:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling. My brother had a policy with APL and he recently died and I need to find out.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] What to do.
[CUSTOMER][NEUTRAL] What happens? I don't know if his wife is still covered. I don't know anything.
[CUSTOMER][NEUTRAL] I'm trying to help out.
[AGENT][POSITIVE] OK, well, I can definitely assist. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] Thank you for that and then we definitely do um give our condolences. We're sorry for your loss. Um, you're very welcome. May I have, well, do you have the policy number or what do you have like the social?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I don't. I have a social, yes, it's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the social is fine.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is his first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] I'm just waiting for it to come up. It's kind of taking its time. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] OK, so what I'll have to do is um transfer you over to customer service. They're going to let you know um if any documentation is needed, um, or what, you know, your next steps are for the um policy here.
[CUSTOMER][NEUTRAL] Oh, OK, so you can't tell me what it would cost for her to keep it or anything like that?
[AGENT][NEUTRAL] Well, that, that's what they, that's just not my department. Mhm.
[CUSTOMER][NEUTRAL] That's what they do.
[CUSTOMER][POSITIVE] OK, all right, thanks.
[AGENT][NEUTRAL] And did you, you're welcome. And did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And before I get a representative for you, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that sounds
[AGENT][NEUTRAL] All right, well, thanks so much for calling APL and hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I am just fantastic and I for Monday number one. How are you, dear?
[AGENT][POSITIVE] Right, I'm doing good. Um, I have a sibling on the other line, um,
[CUSTOMER][NEUTRAL] What God.
[AGENT][NEUTRAL] Oh, she's a private attorney. OK. She's a private attorney, but the sibling has passed away and she's trying to, I guess, let us know that he passed and see what she needs to do to, sounds like the wife might want to keep the policy.
[CUSTOMER][NEUTRAL] OK, so we have the sibling who has the POA, right?
[AGENT][NEUTRAL] Uh, the policyholder's sister.
[CUSTOMER][NEUTRAL] [PII], OK. And what's the sibling's name?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah and what's our policy number?
[AGENT][NEUTRAL] It is 649-684.
[CUSTOMER][NEUTRAL] Let me get that pulled up real quick darling, and we'll go from there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just about 649 684.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, we just need a death certificate and.
[CUSTOMER][NEUTRAL] But Miss [PII] let us know she wants to continue with the cover letter.
[CUSTOMER][NEUTRAL] So put Miss Miss [PII] on through and I will let her know what they need to do.
[AGENT][NEUTRAL] Oh, wait a minute, [PII], it's going in and out. What did you say?
[CUSTOMER][NEUTRAL] Oh, I was saying, I'll just let Miss [PII] [PII] know that they can email us a copy of uh the death certificate on the cover page state that Ms. [PII] wants to continue with coverage.
[AGENT][NEUTRAL] Oh, OK, when you, it's like every now and then when you talk, it goes out and then it comes back in.
[CUSTOMER][NEUTRAL] Oh my God, I'm gonna have to do my little world, you know, refresh it down there. It seems like when that happens, when that, you know, it seems like that's what's happening when is it working or not?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's, it's, it's going in and out.
[CUSTOMER][NEUTRAL] Do.
[AGENT][NEUTRAL] But it's not too, it's not like a robot like last time.
[CUSTOMER][POSITIVE] Oh, for [PII]'s sake, I'll try to remember to do that as soon as I end my call. Hopefully, me and Miss [PII] won't have too much problem till then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one second, OK? You're welcome.
[CUSTOMER][POSITIVE] OK. Thank you. OK.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]