AccountId: 011433970860
ContactId: 2152826a-97d0-447a-a540-7a7c1c8dbbf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102930 ms
Total Talk Time (AGENT): 24906 ms
Total Talk Time (CUSTOMER): 50569 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2152826a-97d0-447a-a540-7a7c1c8dbbf9_20250127T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, my name is [PII] and I am calling about this uh death policy my husband had on him.
[CUSTOMER][NEUTRAL] And uh I can give you the policy number.
[CUSTOMER][NEUTRAL] 1022939
[AGENT][NEUTRAL] OK. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, I'm sorry to interrupt you. What were you going to say?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My husband's name.
[CUSTOMER][NEUTRAL] Was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anyway, he has passed away and
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um, I was calling to what am I supposed to do to get the benefits from this policy?
[AGENT][NEGATIVE] Sure, OK. So he did have a life policy and just passed away.
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] It was a life policy that he had.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, all right, we will get that pulled up and take a look, uh, [PII], if you don't mind first though, if I can get a good.
[CUSTOMER][NEGATIVE] OK, your voice is kinda cutting out on me now. Can you repeat what you just said and say it just a little slower.
[CUSTOMER][NEUTRAL] Hello.