AccountId: 011433970860
ContactId: 23925b65-94d5-4fe8-a3ea-451e1a393493
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371690 ms
Total Talk Time (AGENT): 197537 ms
Total Talk Time (CUSTOMER): 166927 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/23925b65-94d5-4fe8-a3ea-451e1a393493_20250108T14:13_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 [PII], my name is [PII], and I'm calling on behalf of my mother [PII].
[CUSTOMER][NEUTRAL] Um, I have a policy number if that will help you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and you said your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And your last name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct. That's correct.
[AGENT][NEUTRAL] OK, and you're also calling on behalf of your mother's policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what is your callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what was your mother's last name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And her policy number?
[CUSTOMER][NEUTRAL] It is excuse me 00605304.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Ms. [PII], to get that policy information pulled up. I will have to verify several things with you first for security and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, so first off, uh, today, well, first off,
[AGENT][NEUTRAL] Yeah, let's go ahead and verify the information. Ms. [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your the home mailing address for her?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number that we would have on file for her?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you very much. So how can, well, actually, give me that phone number again for her. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Why am I giving you my son?
[AGENT][NEUTRAL] And we do have something, we have something different than that for her.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is it a [PII] number?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Hold on, let me look up my mom. I myself when I say almost alike.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Similar.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Do you have [PII]?
[AGENT][NEUTRAL] Mm, no, ma'am. This phone number ends in an [PII].
[CUSTOMER][NEGATIVE] Oh well she must hadn't updated her cause that's no longer her number and her number is [PII]. It was 601. 0, I don't know. I can't even remember it it it really at this point it didn't matter cause my mom passed away [PII]. That's why I'm calling.
[AGENT][NEUTRAL] What was that number? Yes, ma'am. What was that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, ma'am. What I have to verify certain pieces of information though with you, Ms. [PII], in order to be able to talk to you about anything. What's her full social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, [PII] and I paid her phone bills, so I don't know where another number would have came from.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I don't know if maybe this was her home number at one point.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] Oh, I maybe, and it's been some years cause she haven't had a home phone in forever and a day.
[AGENT][NEUTRAL] Uh-huh. That's a lot of people that stay in time. So how can I help you?
[CUSTOMER][NEUTRAL] Yeah, cause I added it to my phone plan.
[AGENT][NEUTRAL] Uh, so how can I help you today, Ms. [PII], uh, Miss [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Um, I'm, I'm calling first of all to see what type of policy this was, um, and actually I noticed that there's a, I got a letter that's stating that it has lapsed. So I'm just trying to see uh with the name American Public Life, so I didn't know what it was and just to inform you all that she has passed away.
[AGENT][NEUTRAL] OK. So, yes, ma'am. Now, um
[AGENT][NEUTRAL] We do show that the policy is no longer active, and we had been notified of that by a son back in July.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we were supposed to have received a death certificate.
[AGENT][NEGATIVE] And we never received that.
[CUSTOMER][NEUTRAL] Yeah, he didn't tell me and I'm the one that handles all of that. Is there um
[CUSTOMER][NEUTRAL] An email or something I could fax it to? I mean, email it to?
[AGENT][NEUTRAL] Absolutely. So, mhm, yes, ma'am. And once we can get that, then we could provide you more information. But just due to security at this point, Ms. [PII], we can't. But yes, ma'am. Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email address that you may send that to is just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEGATIVE] [PII], no [PII], no, no, no, no. C as in cat.
[CUSTOMER][NEUTRAL] You said T
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. T A R E. OK.
[CUSTOMER][NEUTRAL] Got you, ARE.
[AGENT][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] M
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you send that, you can include, or please include her policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would like to be notified once that has been received and processed, this change, you can include that in your email also.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] With your contact number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I am doing this right now, thank you so m[PII].
[AGENT][POSITIVE] Absolutely. You're very welcome. And my condolences in the passing of your mother.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yes ma'am. You're welcome. So is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No ma'am, that will be all.
[AGENT][POSITIVE] OK. Well, thank you again to Ms. [PII] for calling APL and I hope that you have a very nice day today.
[CUSTOMER][POSITIVE] Thank you and you as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you too.
[CUSTOMER][NEUTRAL] Bye bye mhm bye bye.
[AGENT][NEUTRAL] Papa.