AccountId: 011433970860
ContactId: 2e96030e-70b7-43b7-9078-44515cca5f91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134860 ms
Total Talk Time (AGENT): 64111 ms
Total Talk Time (CUSTOMER): 57529 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/2e96030e-70b7-43b7-9078-44515cca5f91_20250312T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[CUSTOMER][NEUTRAL] My mother just passed away and I was wondering, she had insurance through people, I think.
[AGENT][NEUTRAL] OK, so we just need to pull up that policy, uh, see what kind of policy that is?
[CUSTOMER][NEGATIVE] Mhm, yeah, and then I probably cancel it because she just passed away so we don't need it anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see. OK, yes, and I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII], but [PII] for [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, and so we can see what kind of policy this is and then we can take a look at canceling that for you um can I first get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't, but I got her social security number right here.
[AGENT][POSITIVE] Sure, that'll work.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And I do have power of attorney and power of health.
[AGENT][POSITIVE] OK, great, thank you for letting me know that.
[AGENT][NEUTRAL] OK. Well, I did not get a result with that social, um, let's see.
[AGENT][NEUTRAL] You said [PII], could you spell her last name for me? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, since I can't find a result with the social, I'm just gonna try searching using her name give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, all right.
[AGENT][NEUTRAL] No, uh, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] You don't, uh.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Um, come out of our checking American Republic come out of our checking.
[AGENT][NEUTRAL] Oh, this is not American Republic. This is American public life. I know it is a bit confusing, but this is, no, it's OK, it happens all the time.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, yeah.
[AGENT][NEUTRAL] We sound very similar.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, was there anything else I can help you with? Yes, sir.
[CUSTOMER][NEUTRAL] No, uh uh.
[AGENT][POSITIVE] Alright, well thank you