AccountId: 011433970860
ContactId: 6138c836-3600-4a6b-9dd4-0996e28535df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96970 ms
Total Talk Time (AGENT): 15507 ms
Total Talk Time (CUSTOMER): 53030 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/6138c836-3600-4a6b-9dd4-0996e28535df_20250409T19:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Who is [PII]?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] OK, I just accidentally came across something that said the term life thing and it had my name uh.
[CUSTOMER][NEGATIVE] Past wife's name and stuff out of Fairborn small amounts of cash that was due back.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Do me what or or that you could claim.
[CUSTOMER][NEUTRAL] Uh, I'm trying to figure out what this is all about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, was this, I'm sorry, um, a letter that you received from us?
[CUSTOMER][NEUTRAL] No, it was something and then the internet that uh because they used to live in [PII] and.
[CUSTOMER][NEUTRAL] So forth and uh.
[CUSTOMER][NEUTRAL] My wife passed away in [PII].
[CUSTOMER][NEUTRAL] And all this is stuff pertaining to back in that time frame.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and back.
[AGENT][NEUTRAL] Sure, OK, so we can get uh.
[CUSTOMER][NEUTRAL] I'm trying, I'm trying to see what it is and if it's cash it um you know.
[CUSTOMER][NEUTRAL] Due back uh how to claim it, you know, that's what I was checking on.
[CUSTOMER][NEUTRAL] Am I making sense?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?