AccountId: 011433970860
ContactId: 669bd69b-6576-4f3c-9020-d156453a64ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258988 ms
Total Talk Time (AGENT): 102422 ms
Total Talk Time (CUSTOMER): 70656 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/669bd69b-6576-4f3c-9020-d156453a64ea_20250623T14:46_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] The basically get another book and.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking how may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Hi, this is [PII]. Um, is this [PII] available today?
[AGENT][NEUTRAL] Uh, sure. May I have your name and policy number first?
[CUSTOMER][NEUTRAL] Um, the policy is in my mother's name.
[AGENT][NEUTRAL] Yo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Yes, I'm the beneficiary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's your mom's name?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number. [PII]
[AGENT][NEUTRAL] Spell her first name for me again. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I had it. I just wanna make sure I had it right. Thank you so much. So let me get this policy pulled up first, and then I'll be more than happy to get you over to for further assistance. One moment, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Well, uh, you can help me. I mean, if she's busy, if you if you can find everything. I'm just trying to figure out if they, um, if y'all received everything you needed from the funeral home. There was a delay with him getting information out to y'all.
[AGENT][POSITIVE] OK, give me one moment, I can help you with that, of course.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] See.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][POSITIVE] Yes ma'am thank you for checking.
[AGENT][NEUTRAL] Uh-huh. OK. So, Ms. [PII], and I do see you as the beneficiary, um, verify your mother's date of birth and her mailing address.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that information. OK, so now let me see, I can assist you with the status of the claim to see if they have received everything. One moment while I review that, OK? I appreciate you, and you're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] About 10 miles from Berge on to [PII].
[AGENT][NEUTRAL] OK, so I see that the claim is waiting for completed forms. Notice of death has not been received. A claim form and lost policy form letter has been sent to the beneficiary. We are waiting these forms to complete the beneficiary and return. OK. So I do see we have received some mail, um, that is awaiting processing. Did you fill those forms out? Did you receive them and fill them out?
[CUSTOMER][NEUTRAL] Yes, and what they were waiting on was the uh assignment from the funeral home. I received everything else because I, I sent all the papers in the day I received them.
[AGENT][NEUTRAL] Yeah, I, yeah, I see we received something on the [PII] and something on the [PII]. So let me place you on a brief hold. I'm gonna check with [PII]. One moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.