AccountId: 011433970860
ContactId: 4f4130e0-e134-4332-932c-5550005a268b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175589 ms
Total Talk Time (AGENT): 30720 ms
Total Talk Time (CUSTOMER): 36783 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/4f4130e0-e134-4332-932c-5550005a268b_20250416T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm with the funding company Lincoln Factoring, and I have a death claim to call in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Who would, uh, I'm so sorry, [PII], who did you say that you were with?
[CUSTOMER][NEUTRAL] I'm with Lincoln Factoring.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were just needing assistance in uh filing a claim?
[CUSTOMER][NEUTRAL] I, yeah, I'm trying to uh verify benefits so we can get the funeral home paid for funeral expenses.
[AGENT][NEUTRAL] Oh, I see. OK. So this was for a life policy then.
[CUSTOMER][NEUTRAL] Life policy, yes.
[AGENT][NEUTRAL] Got you. OK, yes, so I can go ahead and get that pulled up and we can take a look at those benefits and what we can do, um, obviously first thing we would need is going to be the, uh, death certificate, um, first I can go ahead and get all that pulled up though, um, if.
[CUSTOMER][NEGATIVE] You cut out. I don't hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] If you can hear me, can you call me back at [PII]? Because I can't hear you.
[CUSTOMER][NEUTRAL] Again that's [PII].
[CUSTOMER][NEUTRAL] Hello?