AccountId: 011433970860
ContactId: 4cf05301-6e13-4e93-95af-15ce0a5ca9ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266940 ms
Total Talk Time (AGENT): 135781 ms
Total Talk Time (CUSTOMER): 113670 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/4cf05301-6e13-4e93-95af-15ce0a5ca9ef_20250213T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So, how are you doing this morning, [PII]? Uh, my name is [PII]. Um, I guess my father had a plan with you guys. I don't know. He passed away [PII] of the day. I'm his only child and I.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Thank you, ma'am. I was just trying to see what he had going on, um, to see if he had anything out there. Um, I got his information like I said, I'm his only child on his [PII], [PII] and only kid, so I was just wondering if you can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So you're calling to notify APL of your father's passing, which my deepest condolences to you and your family and the loss of your father.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're welcome. And also to find out what you would need to do regarding any policy that he may have with us, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, I can help you with that. And I'm sorry, what was your first name? I couldn't, there was not a very good connection in the beginning.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] My voice is kinda going to um I'm sorry, it's um [PII], last name [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. What is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have your father's policy number?
[CUSTOMER][NEUTRAL] No, I don't, but I do have his social security number and I have his date of birth and name and stuff.
[AGENT][NEUTRAL] OK, so I can try, we can try with the social first. Um, what is his full social, please?
[CUSTOMER][NEUTRAL] I'm gonna go to my phone. I had to.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Um, it is actually [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. So give me just a moment to see if I can locate it with his social, his information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh-huh, and thank you.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], I will need to verify several things with you for security purposes. So if you could please verify your father's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and then also his home mailing address?
[CUSTOMER][NEUTRAL] Um, well, the one I, he has two. I don't know if you would think he updated it, but I can give you the last two. I the most updated.
[AGENT][NEUTRAL] That's fine. Well, go on.
[CUSTOMER][NEUTRAL] The most updated one is [PII]. If not, it is [PII].
[AGENT][NEUTRAL] OK, that is, OK, thank you. And then a phone number for your dad?
[CUSTOMER][NEUTRAL] Um, what was my dad's number? Let me go to my phone. So I'm sorry, ma'am.
[AGENT][POSITIVE] No, you're OK. You have a lot going. No, ma'am. You have a lot going on. You have a lot going on. I was here in your same shoes this time last year. Well, I will be, it'll be uh next week, but I, I understand, so no worries.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Don't feel good. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 807-4704
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. OK, so your dad did not have any active coverage with our company. He, he did at one time through his employer, but that's been a few years ago now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, that's perfectly fine for me.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I just wanted to make sure I seen this piece of paper so I was just calling to make sure.
[AGENT][POSITIVE] Oh yes ma'am, I totally understand. I do. So is there anything else, Ms. [PII] that I could help you with today?
[CUSTOMER][POSITIVE] No, ma'am. You've been great. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome and thank you again for calling APL. I hope that you have a nice day and again my deepest condolences.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a good one.
[AGENT][POSITIVE] Yes, ma'am. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.