AccountId: 011433970860
ContactId: 3740761b-d6d4-48b4-a76c-d8f5f6ca2bc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181240 ms
Total Talk Time (AGENT): 75212 ms
Total Talk Time (CUSTOMER): 81675 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/3740761b-d6d4-48b4-a76c-d8f5f6ca2bc1_20250312T22:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um,
[CUSTOMER][NEUTRAL] My aunt passed and I'm looking through some of her papers and she had a policy, an old policy with you all. I wanted to see if it was still active or not. I mean super old.
[AGENT][NEUTRAL] OK. Yes, I can check to see if the policy is active. Um, can you please give me the policy number?
[CUSTOMER][NEUTRAL] It says, uh,
[CUSTOMER][NEUTRAL] I'm not sure what the first letter is.
[CUSTOMER][NEUTRAL] I'm not sure what the first number is, it comes out the 5823.
[CUSTOMER][NEUTRAL] Might be a 05823.
[AGENT][NEUTRAL] OK, let me see, um, that doesn't sound like a good number, but we're gonna check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I can give your name and social.
[AGENT][NEUTRAL] Yes, is she there too to verify that it's OK to discuss the policy?
[CUSTOMER][NEUTRAL] Um, she passed in January, so I'm her, um.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][POSITIVE] I'm my little her thanks. Thank you.
[AGENT][NEUTRAL] Yes ma'am well and OK, what is her name and her social security number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And her social is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up with the social that way.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If she has anything with us it'll pull in everything that she has.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what is uh your name and your callback number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. I appreciate you giving me that information. All right, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not pulling her up in our system by the social security number, nothing is pulling up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect yeah it was super old so she might have canceled or something so alrighty I just want to double check, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well you're so welcome you're very welcome I hope you guys have a blessed rest of your night is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it I appreciate it.
[AGENT][POSITIVE] OK, well, you take care and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.