AccountId: 011433970860
ContactId: 24f8fb9b-dff8-4867-a0ca-6303e3f09715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73599 ms
Total Talk Time (AGENT): 17641 ms
Total Talk Time (CUSTOMER): 52403 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/24f8fb9b-dff8-4867-a0ca-6303e3f09715_20250102T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I've got um
[CUSTOMER][NEUTRAL] Ms. [PII] on the phone. She is the spouse of the policyholder for 183-923-3 for [PII].
[CUSTOMER][NEGATIVE] She's calling to get information on how to file a claim, but the policy is lapsed, but there is a not.
[CUSTOMER][NEUTRAL] And they're from [PII] where she was trying to get a hold of the insured to pay back premium but the insured has passed away.
[CUSTOMER][NEGATIVE] So I'm transferring to customer service. He passed away in December.
[CUSTOMER][NEUTRAL] And [PII] had left messages for the insured to call.
[AGENT][NEUTRAL] OK, uh, this is a life policy. I'm not allowed to speak to them after they died. That goes to claims.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, I'm sorry [PII].
[AGENT][NEUTRAL] That's OK. That's OK
[CUSTOMER][POSITIVE] All right, got you. I'll get it over there.
[AGENT][NEGATIVE] It's confusing I.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] It is, it is thanks, [PII]. All right, bye bye.
[AGENT][NEUTRAL] Yeah. All right. Bye.