AccountId: 011433970860
ContactId: 4c598dd4-326b-4efd-86f9-9d2ae7724137
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363989 ms
Total Talk Time (AGENT): 112526 ms
Total Talk Time (CUSTOMER): 125754 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4c598dd4-326b-4efd-86f9-9d2ae7724137_20250122T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm calling in regarding of uh [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and what is the policy number please?
[CUSTOMER][NEUTRAL] Uh, policy number 00696679.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick for us.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh [PII]. Email [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] That's gonna be just a second I'm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verifying the information here now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said you had some um questions about the policy. How can I help you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, well, um, I'm calling because [PII].
[CUSTOMER][NEUTRAL] Uh, he had passed. He, uh, passed on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh. And I was calling the question and uh
[CUSTOMER][NEUTRAL] Uh, she had the funeral home.
[CUSTOMER][NEUTRAL] I got in touch with you all?
[AGENT][NEUTRAL] OK, let me look real quick on the policy and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we do see that the funeral home did call on the [PII], which was yesterday.
[CUSTOMER][NEUTRAL] Yesterday.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Did they submit a claim?
[AGENT][NEGATIVE] Uh, they called to see if we received the claim form. We did not receive it, so we resent it to them.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] So they called to see you receive it, but you all never did receive it?
[AGENT][NEUTRAL] Right, we sent it we sent the form to them.
[CUSTOMER][NEUTRAL] Uh, well, how much, can you tell me how much was the claim was for?
[AGENT][NEUTRAL] No, I'm, I'm not allowed to give that information out um the for any.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Anybody why the claim is in process.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK. Uh, I am the beneficiary on that, uh, policy, right?
[AGENT][NEUTRAL] I can't give that information out, ma'am. I'm not allowed to give any minute information out on life policies.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I was trying to see.
[CUSTOMER][NEUTRAL] Uh, because we had a description in the amount and I was just trying to see how much they had because I hadn't heard from, from home, uh, about, uh, how much did they, uh, submit to you all. That's why I was asking.
[AGENT][NEUTRAL] Right, I understand, but, um, but it, it prevents me from being able to give out any information on a claim pro policy why it's in the process of the claim.
[CUSTOMER][NEUTRAL] But uh.
[CUSTOMER][NEUTRAL] OK, yeah, right.
[CUSTOMER][NEUTRAL] Oh, OK then. All right then. I, I understand that. Well, OK then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, Miss [PII], you have a blessed day they an APL.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, then.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Oh, I, what you were saying?
[AGENT][POSITIVE] That I just told you to have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] Thank you so much. Yeah. Bye-bye. Bye-bye.
[AGENT][POSITIVE] You're welcome.