AccountId: 011433970860
ContactId: 53704f30-39a7-4b10-a802-55abfe2e7b7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302940 ms
Total Talk Time (AGENT): 107310 ms
Total Talk Time (CUSTOMER): 105806 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/53704f30-39a7-4b10-a802-55abfe2e7b7f_20250220T14:53_UTC.wav
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[AGENT][POSITIVE] Uh, good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. My father had a policy with y'all, and he passed away, and I'm just trying to find out.
[CUSTOMER][NEUTRAL] I just uh trying to find out what is anything it's worth or anything like that. I just uh don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I can help you with that. Um, what was your father's name?
[CUSTOMER][NEUTRAL] [PII] is the way.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy was listed.
[AGENT][NEUTRAL] What was the last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up for you.
[AGENT][NEUTRAL] OK, it looks like he had a cancer policy with us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I, I think that's what it is.
[AGENT][NEUTRAL] Mhm. All right, um.
[AGENT][NEUTRAL] Did he have cancer or anything or?
[CUSTOMER][NEUTRAL] Well, the
[CUSTOMER][NEUTRAL] He, uh, never diagnosed with cancer.
[CUSTOMER][NEUTRAL] Uh, he had some other health issues. I don't know if any of them qualify or not, uh.
[CUSTOMER][NEUTRAL] He had kidney failure and uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Heart disease.
[AGENT][NEUTRAL] Alright, and you're you're trying to see if anything would be covered under this I would need to get you, I would need to get you with somebody in our benefits department that can look up the benefits to see if any of that would be covered. um, can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you mind verifying his date of birth and address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] And his last address was [PII], but that's not the address on this policy.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It uh
[CUSTOMER][NEUTRAL] Or his mailing address is probably gonna be everything's changed thing was done in '95.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] What, what's the address on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, um, and is there anything else I can help you with in customer service before I transfer you to bill benefits?
[CUSTOMER][NEUTRAL] Well, you can stop the draft that's coming out.
[AGENT][POSITIVE] I can take care of that for you, um.
[AGENT][POSITIVE] And thank you for calling APL. You have a good day and I'm very sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, hold just a moment, I'll connect you with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Thank you for calling APL. You're speaking with [PII]. How can I help you today?
[AGENT][POSITIVE] Hi [PII], this is [PII] in customer services. You sound so happy.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, I, I have an insured son on the phone. Uh, it's a cancer policy and the insured has passed away, but he's, he's wanting to know if anything would be covered under this. I think he had some, some problems or some, some diagnosis and stuff.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What's the uh son name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]? OK. And what's that policy number?
[AGENT][NEUTRAL] 101102.
[CUSTOMER][NEUTRAL] OK, let me pull it up
[AGENT][NEUTRAL] On a [PII] Manning and I verified all the information that I could.
[CUSTOMER][NEUTRAL] Alright, you can let me uh talk to him. I said, can I help him? Did he give you the date of death?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, he didn't. Um.
[CUSTOMER][NEUTRAL] OK, I'll find out. OK.
[AGENT][NEUTRAL] OK, and do you want this callback number just in case?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright, thank you, [PII] here he is.
[CUSTOMER][NEUTRAL] Uh, all right.
[CUSTOMER][NEUTRAL] Hello, Mr.