AccountId: 011433970860
ContactId: 7a89fdc5-21f4-46c5-a2b6-0db7b10618ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229149 ms
Total Talk Time (AGENT): 93269 ms
Total Talk Time (CUSTOMER): 118281 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/7a89fdc5-21f4-46c5-a2b6-0db7b10618ee_20250414T17:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just transferred over to you because my father recently passed away and I was going through some of this stuff and I came across an American Heritage life insurance policy, um, worth I guess $10,000. I'm so I'm not even certain about this. uh, maybe you can help me.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] I'll be happy to assist you today. Can I, can I get a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][POSITIVE] Thank you. And what, and first of all, I am so sorry for your loss. I know that's hard.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] Been there and I know that's hard. So I'm so sorry.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, he was, he was [PII] and I didn't think it was gonna affect me like it did, but it did, you know.
[AGENT][NEUTRAL] Yeah, well, that's
[CUSTOMER][POSITIVE] So thank you.
[AGENT][NEUTRAL] That's your daddy.
[AGENT][NEUTRAL] No
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] That's right. You can never be ready, can you?
[CUSTOMER][POSITIVE] Yeah, I guess not. was a tough one. But, but, yeah, but thank you so much.
[AGENT][POSITIVE] You think you're prepared. Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] My pleasure. And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you, Ms [PII].
[AGENT][NEUTRAL] And let's see, let's look up by name. What was your dad's last name?
[CUSTOMER][NEUTRAL] It was [PII] also. First name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not pulling him up by name. Do you happen to have his social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, I think it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say he was?
[CUSTOMER][NEUTRAL] Oh no, I'm sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, I've got, yeah, I'm so sorry I gave you the wrong one. It's [PII].
[AGENT][NEUTRAL] So I am not pulling him up. Yeah, I was like that's a little long for a social.
[CUSTOMER][NEUTRAL] I think that was the phone number.
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] Yeah, I think it was someone's phone number, to be honest with you.
[AGENT][NEUTRAL] Well, look, when you're going through all that stuff, there's so many papers and so many, yeah. It's a lot.
[CUSTOMER][NEUTRAL] That I'm finding in
[CUSTOMER][NEUTRAL] I know, I mean I don't I don't even know if this is a policy that still exists. I'm just making the phone call to cross it off my list.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Yeah, just making the rounds, aren't you?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] And did you say that he was a junior?
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK. [PII] OK, not [PII]. Got you. I just do not.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Not coming up with that?
[AGENT][NEGATIVE] I'm not coming up with social nor name.
[CUSTOMER][NEUTRAL] OK. Well, I
[CUSTOMER][NEUTRAL] OK very good well I I thought I would try to track it down but maybe it just no longer exists so.
[AGENT][NEUTRAL] Yeah, you may want to check with the state insurance department. Have you contacted them?
[CUSTOMER][NEUTRAL] So my
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, but that I, I will do that. I'll do that.
[AGENT][NEUTRAL] Maybe they can give you some information.
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][POSITIVE] All righty. Well, thank you. You've been so, so helpful.
[AGENT][POSITIVE] Well it's been my pleasure and thank you for calling APL Miss [PII]. I hope you have a lovely afternoon.
[CUSTOMER][POSITIVE] You too. Thank you again. Bye bye now.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh