AccountId: 011433970860
ContactId: 21983942-5dff-44db-b6b3-8c1ec1f7aeb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186490 ms
Total Talk Time (AGENT): 70809 ms
Total Talk Time (CUSTOMER): 98807 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/21983942-5dff-44db-b6b3-8c1ec1f7aeb2_20250207T22:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Uh, it's the afternoon. I, I got like 20 more minutes, so I'm good.
[AGENT][NEUTRAL] I hear that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have a member on the line. Um, she is the sister of the insured, and I did speak to the insured and got permission to release information to her. But she's calling because she's sending a death certificate and she wants to know if we already removed um the husband, which we have not. I just need to know if we have a copy of that death certificate. Have we received it or not, because I don't see anything here indicating that we did.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, so, the policy number is 459,140.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] I'm so ready for the weekend. I'm exhausted. I don't know why, but I'm exhausted.
[AGENT][NEGATIVE] Mm, it's been crazy. And next week's gonna be crazier.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I don't say that. Knock on wood.
[AGENT][NEUTRAL] Well, for customer service, I don't know about y'all, but you know, we're gonna be really, really busy next week.
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This name does not look familiar. Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When did she say they sent it in?
[CUSTOMER][NEUTRAL] Um, well, um, let me see. Do do do do do do do do do do. She's been calling like every day. Let me see.
[CUSTOMER][NEUTRAL] Uh, she said she send it, um, she called on the [PII] saying that she already sent it, so, um, yeah, around the [PII], probably, maybe before.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Oh, wait. Yeah, we've got it. It's in the, it's in the hub. We've got it.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Was it sent by email?
[CUSTOMER][NEUTRAL] Because she, she's, yeah, she's trying to make sure that she can make that payment, but she don't want to overpay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so she's set up on bank draft and her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Draft day isn't until the [PII], so she won't be drafted for a couple of weeks, but I am, I'll get this done.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I'll try to get it done this afternoon, but most likely it's gonna be Monday, but we have it and I'm working on it, yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK dokey. That's all I need to know. I'll let her know. Thank you. Have a good day. Have a good weekend.
[AGENT][POSITIVE] All right, so thank you.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.