AccountId: 011433970860
ContactId: 67497ad4-00d0-4566-a4dd-63873950bbfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629530 ms
Total Talk Time (AGENT): 185601 ms
Total Talk Time (CUSTOMER): 152030 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/67497ad4-00d0-4566-a4dd-63873950bbfa_20250210T21:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling A Palace [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[AGENT][NEUTRAL] I'm doing OK yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a funeral home in the line, um, and it's about a whole life policy.
[CUSTOMER][NEUTRAL] They're calling about questions. I don't know if you can handle this call.
[AGENT][NEUTRAL] I'll try.
[CUSTOMER][NEUTRAL] Yeah, I, I, I try to find something in Guru. I didn't find nothing. I end up um getting this information. I, I asked [PII]. I was like, [PII], what do we do? And she's like, well, I got to transfer. I'm like, OK.
[AGENT][NEUTRAL] She would say something like that, but I mean, if I can't help it, I'll just have to ask, um what's the policy number?
[CUSTOMER][NEUTRAL] OK. It's 24 I'm sorry, 427019.
[AGENT][NEUTRAL] Um, for [PII].
[CUSTOMER][NEUTRAL] Yes, and I have Mr. [PII] from the funeral home.
[AGENT][NEUTRAL] Mr. Who?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], and which fun or what, which funeral home?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I didn't get the name of the funeral home. I know he said it, but it was weird, so I didn't get it.
[AGENT][NEUTRAL] Oh, that's OK, um.
[AGENT][NEUTRAL] Do you have the callback number?
[CUSTOMER][NEUTRAL] Yes, I do. It's [PII].
[AGENT][NEUTRAL] OK, you can go and send it through.
[CUSTOMER][POSITIVE] OK thank you here he comes, have a good day.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Ms. [PII] on the line and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEUTRAL] Hello this is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the um claims department, the reps that you had a question about um a policy?
[CUSTOMER][NEUTRAL] Yes, I, I, he, he received this bill in the mail. He was not aware of this, and we just don't know what poli what kind of policy this is.
[CUSTOMER][NEUTRAL] If this was a life policy we'd want to see about getting it claimed, but I'm not sure we don't know what type of policy it is.
[AGENT][NEUTRAL] OK, um, and this is so.
[AGENT][NEUTRAL] Mr. [PII] was questioning, I'm sorry, Ms. [PII], or who was questioning the policy?
[CUSTOMER][NEUTRAL] She she's she's deceased.
[AGENT][NEUTRAL] OK, so Ms. [PII] is deceased and so um her spouse is trying to find out what type of policy.
[CUSTOMER][NEUTRAL] Oh, her spouse is deceased also. He the executive of their estate is her nephew [PII].
[CUSTOMER][NEUTRAL] And he, he received this bill in the mail and he brought it to me because he's not sure what it's for and it says American Public Life so we don't know what type of policy this is.
[AGENT][NEUTRAL] OK, you said his name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see what
[AGENT][NEUTRAL] I'm first trying to see um if that person is on the policy as a beneficiary, um.
[AGENT][NEUTRAL] And if not, I wouldn't be able to give information. um, so that's what I'm trying to look for um first and kinda go from there.
[CUSTOMER][NEUTRAL] That's fine. And if not, he'll have to send in. I'm not sure who the beneficiary it's a husband and he's deceased, he pre predeceased her, so, um, we need, I need to know how he needs to give you the executive paperwork and things like that if that's the case.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And which um funeral home are you calling from?
[CUSTOMER][POSITIVE] Easy [PII]
[CUSTOMER][NEUTRAL] Funeral home.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So weird, uh.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Let me put you on a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me see if she will answer the phone.
[AGENT][NEUTRAL] She probably won't let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't like just calling her.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You see inclusive.
[AGENT][NEUTRAL] She's on a call.
[AGENT][NEUTRAL] Male female.
[AGENT][NEUTRAL] OK, she let me ask her.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm doing OK, [PII], and yourself?
[AGENT][NEUTRAL] I have a question. Um, I have a funeral home calling and
[AGENT][NEUTRAL] Uh let me see.
[AGENT][NEUTRAL] It is 427019.
[AGENT][NEUTRAL] Medicine. So, the patient has been like deceased already, the patient and the um spouse, but what the funeral home was calling for, so apparently, I guess a beneficiary is trying to find out what type of policy this is, but I'm trying to find out where do I see.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] P I
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] They're both deceased.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can figure out how to, I, I'll hang up, so, uh, let me, I'll write the number down and I'll do it that way.
[AGENT][NEUTRAL] What's your number?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I'm gonna do it. I'm, I'm, yeah, I yeah, I'll be trying to figure that too. OK, well I'll go and hang up with our chance.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right. OK, bye.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for holding. Um, so I'm gonna transfer you over to someone that's gonna help you with that. Um, I've already given her the information. Um, give me one second.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] How about how long would be this week?
[AGENT][NEUTRAL] It's not gonna be long. Like I said, I'm gonna transfer you right over and she's waiting for me to transfer you over to her.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Um, his name is Mr. [PII].
[CUSTOMER][NEUTRAL] Mr. [PII], and what the homie calling from?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] He tried to tell me it was like a weird name. I can give you his phone number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, that's all right. I get it. I, I get it, yeah, you give me the phone number just in case we get disconnected.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine. I got, I can handle it from here.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.