AccountId: 011433970860
ContactId: 6223cc30-9306-4887-acce-b30d703cfb3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126870 ms
Total Talk Time (AGENT): 50226 ms
Total Talk Time (CUSTOMER): 74078 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/6223cc30-9306-4887-acce-b30d703cfb3b_20250113T20:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I am not sure that I need to transfer this call, but I do need help, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, the policy number is 88963.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] Yes. She has passed away and I have her daughter on the line and she is saying that she was diagnosed with cancer in May of last year and she passed away in December. Um, and she wanted to know if she could file a claim on that?
[CUSTOMER][NEUTRAL] Um, and when I look in PIBFT, all I can see is like the daily hospital benefit. So I really don't, and I don't know that we even, I didn't really didn't know how it would work since her mother has passed away talking to her, you know, um.
[AGENT][NEUTRAL] Understood, yeah. And there's nobody listed?
[CUSTOMER][NEUTRAL] Like what can we
[CUSTOMER][NEGATIVE] I'm not finding anybody. I've tried to look through her back file, but that thing is so big, um.
[CUSTOMER][NEUTRAL] I haven't found anyone listed yet.
[AGENT][NEUTRAL] Yeah, and I don't see any as well. Well, as far as discussing the policy specifics, we wouldn't. If I had to call, I would give them the general information to submit a claim and also um power of attorney.
[AGENT][NEUTRAL] Or you know, the paperwork so that we can discuss it when we do receive it. But I would just give the claim filing instructions and advice because nobody's listed that we can't discuss and to send that paperwork.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yes. OK, that makes sense. OK, I can do that for sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, thank you. I was just kind of stuck.
[AGENT][POSITIVE] All right. No problem. Anytime.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's OK, anytime.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] That