AccountId: 011433970860
ContactId: 61765e1b-13dd-4fc8-81f5-49f7adbae71a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298200 ms
Total Talk Time (AGENT): 134749 ms
Total Talk Time (CUSTOMER): 94310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/61765e1b-13dd-4fc8-81f5-49f7adbae71a_20250122T19:54_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Uh, my name is [PII], um, and my brother used to drive for your company, um, and I, he's recently deceased, um, so we were kind of going through his paperwork and I wasn't sure if he had life insurance, uh, through APL.
[CUSTOMER][NEUTRAL] Is there a way I can check on that?
[AGENT][NEUTRAL] OK, Ms. [PII], so, so you said that your brother had an insurance policy with APL, but he's recently passed away. Is that correct?
[CUSTOMER][NEUTRAL] Yes, and I wasn't sure if the policy is still active, yes, ma'am.
[AGENT][POSITIVE] OK, so first off, Ms. [PII], I'm very sorry for your loss.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate it.
[AGENT][NEUTRAL] Yes, ma'am. Um, so what I need to do in order to determine if he had indeed still had a policy with us, is I'll have to pull up some information and verify some things with you for security, and then I will provide you any information that I can at this point. So first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's a [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then do you um
[AGENT][NEUTRAL] Do you have a policy number for your brother? If not, OK.
[CUSTOMER][NEUTRAL] Yes, it's one, yes, ma'am.
[AGENT][NEUTRAL] All right, what is that number?
[CUSTOMER][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] 16068
[AGENT][POSITIVE] OK, that's a great number. Do you have another number on the document?
[CUSTOMER][NEUTRAL] Um, there's a certificate number.
[AGENT][NEUTRAL] What is that? No? Yes, ma'am. That's the one I need.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 21274
[AGENT][NEUTRAL] OK, thank you. So give me one moment please to get that information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you any information that I provide would be a verification of benefits and not a guarantee of payment. And again, I will need to verify several things first for security. So first off, if you could please verify your brother's name and his date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you. Also his home mailing address?
[CUSTOMER][NEUTRAL] I'm not sure what he had on file, but the one on the policy is [PII].
[AGENT][POSITIVE] OK, thank you and a phone number for him.
[CUSTOMER][NEUTRAL] Uh, hold on, I have to pull it on my phone. Give me a second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you, and the last 4 of his social.
[CUSTOMER][NEUTRAL] OK, it is, sorry, I got 50 million pieces of paper.
[AGENT][NEUTRAL] Oh, you're OK. Uh, yes, ma'am. I, no, I understand.
[CUSTOMER][NEUTRAL] Uh, the last four are [PII].
[AGENT][NEUTRAL] OK, thank you. And when did Mr. [PII] pass away?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so I do see the Spark so I'll be very limited as to what I can tell you, but.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Your brother used to have policies with APL, but he did not, he's not had anything active with us um for a couple of years now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem. I just wanted to make sure because I saw the paperwork.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yes, ma'am. So that, that is, is a policy that he did have at one time, but it hasn't been active.
[AGENT][NEUTRAL] For a couple of years now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome. And again, my deepest condolences for your loss.
[CUSTOMER][POSITIVE] Thank you I really appreciate it you have a good rest of your day.
[AGENT][POSITIVE] Yes ma'am, you're welcome. Well, I hope you have a nice day too, and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Yes ma'am bye bye.