AccountId: 011433970860
ContactId: 39c5b3ff-a37d-49ff-a486-cf693912960f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164289 ms
Total Talk Time (AGENT): 51717 ms
Total Talk Time (CUSTOMER): 76537 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/39c5b3ff-a37d-49ff-a486-cf693912960f_20250423T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um.
[CUSTOMER][NEUTRAL] I have a policy here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I'm not sure.
[CUSTOMER][NEGATIVE] Oh [PII] had a policy with y'all and she has passed away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um it was, it was under [PII].
[CUSTOMER][NEUTRAL] And I'm needing, I've got his cards and all here, but I'm needing to find out what she has.
[AGENT][NEUTRAL] All right, um, we can definitely look at the policy and cancel it and if they have passed away, but unfortunately, unless we receive documentation that um you are the um executor, um we only that way be able to um issue any type of information due to HIPAA regulations.
[CUSTOMER][NEUTRAL] OK, well, I've got a policy number here.
[AGENT][NEUTRAL] Mhm, yes, we can look at it.
[CUSTOMER][NEUTRAL] Um, it's a, a fam family policy number 691301.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] And I've got bills here when she had breast cancer and um they were all
[CUSTOMER][NEUTRAL] I guess paid and everything but I just wasn't sure where she stood with the policy, you know.
[AGENT][NEUTRAL] Mhm. Yes. Um, well, I do see here that the policy has been already canceled. It is no longer active.
[CUSTOMER][NEUTRAL] OK. Well, that's what I needed to know then. I just wasn't sure. I just found all the paperwork, so when was it canceled?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it was canceled about,
[AGENT][NEUTRAL] Um let me just a second to look at it.
[AGENT][NEUTRAL] About 2 years ago.
[CUSTOMER][NEUTRAL] OK, that's when he died.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well, that's what I needed to know then I sure appreciate it.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] Thank you, uh-huh bye bye.
[AGENT][NEUTRAL] Bye bye.