AccountId: 011433970860
ContactId: 4709d283-dfea-4608-9d1c-5290e7d753e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275869 ms
Total Talk Time (AGENT): 61313 ms
Total Talk Time (CUSTOMER): 105827 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/4709d283-dfea-4608-9d1c-5290e7d753e3_20250312T17:28_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling um in regards to my father.
[CUSTOMER][NEUTRAL] He just recently passed away and we're just kind of going through some paperwork, and I don't even know what this is, if he still even has this policy. So is there any way that you can tell me?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, and our condolences.
[CUSTOMER][NEUTRAL] Um, it looks like something very old, but I just wanted to make sure.
[AGENT][NEUTRAL] OK, we can
[AGENT][POSITIVE] We can check it out and our condolences to your family, [PII] OK OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do the document that you have, does it have a policy number on it?
[CUSTOMER][NEUTRAL] It does. It says C-97393.
[AGENT][NEUTRAL] Uh, spell the first and last name.
[CUSTOMER][NEUTRAL] [PII], last name is [PII], [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what state does he reside? Did he reside?
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, on the document that you have, what does it say? Does it give an insurance company's name?
[CUSTOMER][NEUTRAL] It just says American public, American public life insurance.
[AGENT][NEUTRAL] Or a name of insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And does it say what type of policy it is?
[CUSTOMER][NEGATIVE] It looks like cancer.
[CUSTOMER][NEUTRAL] I would encourage you to review the enclosed policy and call your attention to the imprint on the face.
[CUSTOMER][NEUTRAL] This is a limited policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind if I search by his social?
[CUSTOMER][NEUTRAL] Oh yeah, that's fine. I'll give you, hold on, let me look at my phone cause I have it saved in my phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, his social is [PII].
[AGENT][POSITIVE] Thank you. Give me one moment.
[AGENT][NEGATIVE] Not finding anything under the name or the social.
[AGENT][NEUTRAL] What other information does it say on the document that you have, [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] It says guaranteed renewable, cancer policies benefits provided for hospital and medical services related to cancer.
[CUSTOMER][NEUTRAL] Um, type of coverage family.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then like it has like definitions of like pathology and you know, like.
[AGENT][POSITIVE] Yeah, that's OK. Yeah, yeah, you're right.
[AGENT][NEUTRAL] I'm not showing anything under the name.
[CUSTOMER][NEUTRAL] OK, I mean, like I said, this looks very old.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I just wasn't sure, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'll just make a note of that and if we find, if I find anything you know more recent, I'll reach back out to you all.
[AGENT][POSITIVE] OK, that'll be good.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] All right [PII], any other questions?
[CUSTOMER][NEUTRAL] No, not at this time.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.