AccountId: 011433970860
ContactId: 1e66f0c6-ae08-40ef-9ccb-a26f6a07a893
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290779 ms
Total Talk Time (AGENT): 137546 ms
Total Talk Time (CUSTOMER): 62058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1e66f0c6-ae08-40ef-9ccb-a26f6a07a893_20250617T12:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, and my girlfriend's mother just passed, and she's been trying to get a hold of somebody about the insurance policy. I was trying to help her with it.
[AGENT][NEUTRAL] OK. So you're calling on behalf of your girlfriend whose mother passed away and her mother wasn't insured with us?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. So yes, sir. I can, um, I will be able to provide you just very little information at this time. Uh, who am I speaking with that I can help you?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And your last name, [PII]?
[CUSTOMER][NEUTRAL] And my last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And [PII], I'm sorry, may I ask you what is
[CUSTOMER][NEUTRAL] All right, here.
[AGENT][NEUTRAL] [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm just gonna repeat that back. [PII].
[CUSTOMER][NEUTRAL] No ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you. And uh what was your girlfriend's mother's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 000
[CUSTOMER][NEUTRAL] L10389564
[AGENT][NEUTRAL] OK, now that is not a policy number, Mr. [PII] for our company.
[AGENT][NEUTRAL] For American Public Life Insurance, which insurance company were you trying to reach?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why she told me um she might have the wrong number for the policy number.
[CUSTOMER][NEUTRAL] I have her full name.
[AGENT][NEUTRAL] OK, do you have a full social?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I can get it.
[AGENT][NEUTRAL] I can try by the name. Um, the facial would be better. What is the what is the lady's last name?
[CUSTOMER][NEUTRAL] Hi, excuse me. [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so with that being a fairly common name, um, [PII], I'll, I'll try to see what I can locate, but you may have to get some additional information in order for us to be able to see if there's a policy with us, but I'll be happy to look for this. It's gonna take just a few minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know what type of policy she had with us or?
[CUSTOMER][NEUTRAL] It was life, that's all I'm sure of.
[AGENT][NEUTRAL] And what state does she live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, do you happen to have a middle initial for her by chance?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] It's supposed to be [PII], so I'm guessing that she kept her maiden name as for her married name.
[AGENT][NEUTRAL] OK, so I do not see, we do not have a [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, who resided in [PII].
[AGENT][NEUTRAL] That had any type of active coverage with us. So maybe it's a different company with, with that policy number you gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's highly likely that it's a different company altogether.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else um that I could help you with this morning?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, [PII]. Well then, thank you very much for calling APL and I hope that you have a nice day and my deepest condolences to your girlfriend and family.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes sir. Well have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] No.