AccountId: 011433970860
ContactId: 369fe98f-dbc4-48b3-8a85-d5634fc6d15b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193559 ms
Total Talk Time (AGENT): 90768 ms
Total Talk Time (CUSTOMER): 62311 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/369fe98f-dbc4-48b3-8a85-d5634fc6d15b_20250314T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Well, I got a problem. I called y'all on on [PII].
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And I told you at the time that my wife had passed away in July and I needed to cancel the insurance. Well, y'all are still hitting my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And so you owe me some money back.
[AGENT][NEUTRAL] OK, let me, what is your name, sir?
[CUSTOMER][NEUTRAL] My name is [PII] My wife's name is [PII]
[AGENT][NEUTRAL] OK, um, and I'm so sorry, can you spell your last name for me one more time? [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, and uh do you by chance have any idea who you spoke with back in December?
[CUSTOMER][NEUTRAL] No, ma'am, I have no idea.
[AGENT][NEUTRAL] OK, that's OK, um.
[AGENT][POSITIVE] Just trying to get all of the information. Give me just a second and I will be honest, just bear with me. I am new, um, to this particular job, so I'm gonna get all the information I can on the front and then most likely I will be giving you a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um do, can you give me your wife's date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. And I'm so sorry. Uh, what day did she pass?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Of [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and what, can you give me the amount that they're debiting from your account?
[CUSTOMER][NEUTRAL] Oh, let me see. American Public Life, uh, it's $35.10.
[AGENT][NEUTRAL] 1510 OK.
[AGENT][NEUTRAL] Um, and what is a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me do some research, um, and I will give you a call back before end of business today, OK? And again my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on. Spell your name, please?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, that's interesting.
[AGENT][POSITIVE] Thank you, it's [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I figured, I figured that.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] All right, I'll look, I look forward to you calling me back.
[AGENT][POSITIVE] Yes sir I'll give you a call back before end of business today.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.