AccountId: 011433970860
ContactId: 2d19b62d-b5f3-4c3d-aa3b-2401a9546947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477049 ms
Total Talk Time (AGENT): 132301 ms
Total Talk Time (CUSTOMER): 106708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/2d19b62d-b5f3-4c3d-aa3b-2401a9546947_20250401T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with ACL. How can I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hey, honey. Uh, my name is, um, do you need the policy number first?
[AGENT][POSITIVE] Yeah, that'd be great.
[CUSTOMER][NEUTRAL] A0131273
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling for my father, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, um, pull that up. Give me that number one more time if you don't mind.
[CUSTOMER][NEUTRAL] A 0131273
[AGENT][NEUTRAL] Yeah, I'm not pulling that up. Let's see.
[AGENT][NEUTRAL] [PII] was the last name? Is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you.
[AGENT][NEGATIVE] Sorry, my system's running just a bit slow.
[AGENT][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, what type of policy were you calling on today?
[CUSTOMER][NEUTRAL] I don't know he only has the one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, do you have his address?
[CUSTOMER][NEUTRAL] Um, on the policy, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEGATIVE] He passed away.
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] So, and I, I, and I'm like, this policy, what is it for? Cancer and accident?
[AGENT][NEUTRAL] Yeah, let me see um.
[AGENT][NEUTRAL] Pulling up the policy right now. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like it was for.
[AGENT][NEUTRAL] A life insurance.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] I mean, but
[CUSTOMER][NEUTRAL] Right, I knew it was life insurance but.
[CUSTOMER][NEUTRAL] I didn't know if he had to die of cancer, you know what I mean? I don't know.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I don't know what to do.
[AGENT][NEUTRAL] OK, um, let me, let me place you on a brief hold. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding. And can you give me your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I'm his daughter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we have a claim form that has to be completed. um, it's a loss of life claim form. Do you have an email address that I can send this to you?
[CUSTOMER][NEUTRAL] I don't have a printer or anything to print it out with.
[AGENT][NEUTRAL] OK, um, do you want me to mail it to you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, and it was [PII], and what was your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's your address, [PII]?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK [PII], I will get this in the mail today um if you have any questions about filling out the form, just give us a call back it's pretty, pretty straightforward, so um and then.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] How much is it for?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I don't have a beneficiary listed on the policy, so I don't, I can't share the amount of it, um, so we'll have to receive that claim form first.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then we can um proceed forward.
[CUSTOMER][NEUTRAL] So it'll go to the state, right?
[AGENT][NEUTRAL] Um, I, I, I would assume so. That's typically how it works if there's not a beneficiary on file.
[CUSTOMER][NEUTRAL] OK, and the, the, the premium every month comes out of his I think checking account.
[CUSTOMER][NEUTRAL] So I need to just stop that or do I need to wait till the claim gets filed or?
[AGENT][NEUTRAL] Yeah, if you can complete that claim form and then we will get that terminated in our system and then if there's any refund due we'll get that sent back as well to the account.
[CUSTOMER][POSITIVE] OK. All right, honey. OK, great. Thank you, [PII].
[AGENT][NEUTRAL] OK, [PII], I'll get this in the mail. Just look out for that. It'll probably take a few working days, OK?
[CUSTOMER][POSITIVE] OK, honey, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.