AccountId: 011433970860
ContactId: 3be69581-bd1e-4f2c-80f9-cb0e7a104835
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62990 ms
Total Talk Time (AGENT): 24801 ms
Total Talk Time (CUSTOMER): 38298 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/3be69581-bd1e-4f2c-80f9-cb0e7a104835_20250219T16:22_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Good. Hey, I've got [PII] from NAS on the line.
[CUSTOMER][NEGATIVE] And she's got some questions about an insured who had an accident policy with us. He passed away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she's needing to know if a death certificate would suffice, suffice, not suffice, suffice, um, on the gap claim form because they're needing, I guess an attending physician signature.
[AGENT][NEUTRAL] So did you mean to call the cancer cu or you were trying to call the accident or is this a life claim?
[CUSTOMER][NEUTRAL] That's an accident. I, I'm sorry, I meant to call the accident cue.
[CUSTOMER][NEUTRAL] Let me hang up.
[AGENT][NEUTRAL] OK, no problem. Yeah, cause I wouldn't know about what the accident requires when it comes down to a death.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sorry about that. I called the wrong too.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's OK, that's OK. All right. Mhm.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][NEUTRAL] Bye.