AccountId: 011433970860
ContactId: 6e9a0b99-22f7-4d50-aa26-25ff22f2c6b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 713260 ms
Total Talk Time (AGENT): 171337 ms
Total Talk Time (CUSTOMER): 151926 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/6e9a0b99-22f7-4d50-aa26-25ff22f2c6b1_20250519T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm, I'm a funeral director at Johnson Brown Funeral Home in [PII], and I need to check a policy and see, um, who the beneficiary is on it and see if it's an assignable.
[CUSTOMER][NEUTRAL] Um, uh, a signal insurance plan.
[AGENT][NEUTRAL] OK, um, I can help you with that. [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's um [PII] I mean I'm sorry [PII].
[CUSTOMER][NEUTRAL] 60 my goodness, I'm going crazy today. Start again, [PII].
[AGENT][NEUTRAL] It's OK. It's Monday.
[CUSTOMER][NEUTRAL] I know [PII].
[CUSTOMER][NEUTRAL] 2141
[AGENT][NEUTRAL] Right. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's um W.
[CUSTOMER][NEUTRAL] T as in Tom.
[CUSTOMER][NEUTRAL] 192.
[CUSTOMER][NEUTRAL] 860
[AGENT][NEUTRAL] OK, let me check on that.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing that as a correct.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Um, all I have is a copy of the card, and that's it says policy slash certificate number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's the number I gave you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's with APL correct?
[CUSTOMER][NEUTRAL] Um, P [PII], is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It says on the card American American Public Life Insurance Company.
[AGENT][NEUTRAL] OK, OK. I just want to make sure.
[CUSTOMER][NEUTRAL] Is that you all? Yeah, there's an 800 number on the card, so that's what I called.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have their last name? And I can look, try looking it up that way.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah, last name is [PII]
[AGENT][NEUTRAL] One moment while I'm looking it up.
[AGENT][NEUTRAL] It's gonna take a second because that is a very popular last name so it's probably taken a lot to pull up so give me one second.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what is their first name?
[CUSTOMER][NEUTRAL] It's um [PII] it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] And then what was the last?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] again.
[AGENT][NEUTRAL] OK, cause I'm not seeing anything.
[AGENT][NEUTRAL] Oh, it's thinking. Yeah, I'm not seeing anything.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] For with that name.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you happen to have their social security number on you?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, give me a moment and we'll see if that works better. Give me one moment, sorry.
[CUSTOMER][NEUTRAL] It's oh uh-huh.
[CUSTOMER][POSITIVE] OK, that's all right.
[AGENT][NEUTRAL] OK, let's try, let's try the social then.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's try that way.
[AGENT][NEUTRAL] Here we go now I typed that in just as it shows and it did not pull up mm mm mm I do have her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, good, good.
[AGENT][NEUTRAL] Uh, can I get you to verify her date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, yes, it's, um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] While I pull everything up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the the question you were needing specifically?
[CUSTOMER][NEUTRAL] Um, well, I'm checking the policy to make sure it's active and um assignable to the funeral home, and I also need the beneficiary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm seeing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me a second on the other.
[AGENT][NEUTRAL] See if I can see who the beneficiary is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] Give me just a moment. There's a lot of pages. Let me see if I can find it.
[CUSTOMER][NEUTRAL] Sure, you're fine.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] It looks like I have a Miss [PII] as a beneficiary, but I'm not finding much more information on her other than that.
[CUSTOMER][NEUTRAL] OK, that's fine. Um, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And, and, um, is the um policy assignable to the um from the beneficiary to the funeral home.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] It looks like for that.
[AGENT][NEUTRAL] I might need to transfer you because I don't know if I can pull up that information on my end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There it is.
[AGENT][NEUTRAL] OK, um, is this a good number? I'm gonna have someone um who can help you with that part, uh, call you back is the number that you gave me a good number for them to call?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Is there a specific time?
[CUSTOMER][NEUTRAL] Um, I'm here until [PII] Eastern time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][NEUTRAL] Alright [PII], I will get someone to try and call you back at sometime today by [PII]. If not, it may be tomorrow. Is that all right?
[CUSTOMER][POSITIVE] OK, yes, that sounds fine.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] All right, thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes ma'am. You too thank you bye bye.
[AGENT][NEUTRAL] OK.