AccountId: 011433970860
ContactId: 405b7392-daa4-4fb2-be48-a8600da90c94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247699 ms
Total Talk Time (AGENT): 58713 ms
Total Talk Time (CUSTOMER): 67556 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/405b7392-daa4-4fb2-be48-a8600da90c94_20250415T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Heritage Memorial funding, and I'm calling to check the status of a death claim.
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] OK, the policy number.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 00152890
[CUSTOMER][NEUTRAL] And you said your name was what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're calling on a claim status, is that correct?
[CUSTOMER][NEUTRAL] And you're
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, if you don't mind, um.
[CUSTOMER][NEUTRAL] If you don't
[AGENT][NEUTRAL] I'm gonna have to put you on hold and connect you with our claims department.
[CUSTOMER][NEUTRAL] Put you on hold and connect you with our client.
[AGENT][NEUTRAL] Hold on just a moment. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] And what, what is the um deceased name and date of birth?
[CUSTOMER][NEUTRAL] name
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. And hold just a moment and I'll connect you.
[CUSTOMER][NEUTRAL] OK, and how
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hi [PII]. I'm good. How are you today?
[AGENT][POSITIVE] I'm good. I have [PII] on the phone and she's calling on claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and what is her callback number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Thank you. And you said she's got claim she's needing claim status, [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Yes, I can help her with that. And what's the call, I mean, policy number?
[AGENT][NEUTRAL] It's 152-890 on a [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I verified his name and date of birth.
[CUSTOMER][POSITIVE] All right. Well, I will be happy to help her so you can transfer [PII] to me.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] All right, thank you, here she is.
[CUSTOMER][POSITIVE] Thanks [PII] have a good thanks have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi, [PII]