AccountId: 011433970860
ContactId: 394c0543-4520-4bca-9ec2-d952e274ad02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126360 ms
Total Talk Time (AGENT): 53039 ms
Total Talk Time (CUSTOMER): 71006 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/394c0543-4520-4bca-9ec2-d952e274ad02_20250616T16:36_UTC.wav
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[CUSTOMER][NEUTRAL] I'll figure out what the other policy.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling on behalf of [PII], who has a policy with you and uh uh she has just uh passed away.
[AGENT][POSITIVE] Oh, no, I'm so sorry.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][POSITIVE] If you could pull up her account for me I would appreciate that.
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Let me get this pulled up for you.
[CUSTOMER][NEUTRAL] And I have found.
[CUSTOMER][NEUTRAL] I have found here American public insurance premium that she had paid $32.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And let's see what it, let's see what it is and uh if if it's something we need to. She may have I don't know what we need to do with it is what I'm trying to.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] All righty. Looks like we have um a cancer policy and an intensive care policy.
[CUSTOMER][NEUTRAL] And what?
[AGENT][NEUTRAL] Intensive care policy.
[CUSTOMER][NEUTRAL] Can't
[CUSTOMER][NEUTRAL] OK, so she didn't this didn't have any life insurance.
[AGENT][NEUTRAL] No, no, I do, I do I do apologize. There are 2 cancer policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And not an intensive care.
[CUSTOMER][NEUTRAL] So I only see the one charge.
[CUSTOMER][NEUTRAL] Yeah, I only see the one charge here on our bank statement, so it's both of them together I guess for $32.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Um, yeah, that's what I'm going to assume. Let's see some adding. Yes, $32. 1 was $1750.01 was $1450.
[CUSTOMER][NEUTRAL] OK, we'll, we'll have to drop that because she has, she passed away on Saturday.
[AGENT][NEUTRAL] OK, alright, what I'm gonna do, Mr. [PII], is I'm gonna get you transferred over to the customer service department so they can further assist you with this, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Transferring.