AccountId: 011433970860
ContactId: 3c80e659-67d6-415c-bba0-3274fdc5188b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150809 ms
Total Talk Time (AGENT): 82710 ms
Total Talk Time (CUSTOMER): 65089 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3c80e659-67d6-415c-bba0-3274fdc5188b_20250505T20:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII]. Um, my husband [PII]'s been calling me about [PII], and we finally got the, um, the degree closing out the state.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Let me have the policy number, please.
[CUSTOMER][NEUTRAL] OK, the policy number is 340 no that's the claim number um 000152991.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. So, yeah, Mr. [PII], I just sent another letter out on Friday. Y'all might not be guided. Uh, yeah, I mailed another letter out, uh, you know, cause I know uh Mr. uh [PII] had said that he was getting, uh, the will done and probate. And so, what's your name? Who am I'm speaking with?
[CUSTOMER][NEUTRAL] This is his wife [PII].
[AGENT][NEUTRAL] [PII]. Can you spell your first name [PII]?
[CUSTOMER][NEUTRAL] I'm like, yeah.
[CUSTOMER][NEUTRAL] Uh huh, it's [PII]
[AGENT][NEUTRAL] OK, now. All right, so y'all got the information.
[CUSTOMER][POSITIVE] And I, I'm like the execut tricks, yes ma'am.
[AGENT][NEUTRAL] OK, OK, y'all can, uh, fax it in or mail it so we'll be able to review it and if you need additional information, you know, we'll let you know. Do you need our fax number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Uh, yes, I did because it's not on your letter I don't think.
[AGENT][NEUTRAL] OK, it's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And you can put it to my attention.
[AGENT][NEUTRAL] And make sure you put, and make sure you put his policy number on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I'll be looking out for that.
[CUSTOMER][NEUTRAL] And so just you can't email it you have to fax it.
[AGENT][NEUTRAL] No, you can't, I can't, you can't email anything. You have to be either fax or mailing, yeah.
[CUSTOMER][NEUTRAL] OK, well I will email it I mean fax it to you.
[AGENT][POSITIVE] OK, and I'll be looking out for it and once we get it, if we need additional information, we, I would definitely let you all know.
[CUSTOMER][POSITIVE] OK, and thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh, that'll do what?
[AGENT][POSITIVE] All right. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye bye.