AccountId: 011433970860
ContactId: 4666b32b-cdf0-45f1-8f3c-bbb71c92f418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108440 ms
Total Talk Time (AGENT): 45352 ms
Total Talk Time (CUSTOMER): 63960 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/4666b32b-cdf0-45f1-8f3c-bbb71c92f418_20250331T22:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Actually I'm trying to do some research on, uh, and I'm not sure if my mom falls under y'all's, uh, insurance program or not. I was trying to find out there she's getting a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A debit on her checking account and all I have to go on is American Public Insurance is what it says on on the debit and I don't know if this actually is through y'all's company or not I'm just trying to trying to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah unfortunately there are several with similar names like that so um we are one of them um I can definitely search to see uh if she does have an active policy with us um what was your name?
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] My name is [PII]. Her name is [PII], uh, [PII], um, and unfortunately she passed and I was trying to figure out, I don't find any paperwork on that's what I'm trying to research, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Right yeah obviously you wanna know where that money is going um let's see [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. um, I imagine you don't have a policy number I can start using her social if you've got that.
[CUSTOMER][POSITIVE] Absolutely and and what was your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, [PII]. OK, thank you, [PII]. Yeah, her, her social is [PII].
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I missed the first, I, I'm sorry if you wouldn't mind just completely repeating that.