AccountId: 011433970860
ContactId: 7cf6f3fa-03b4-4065-a78b-90cffd5b5d61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269760 ms
Total Talk Time (AGENT): 133758 ms
Total Talk Time (CUSTOMER): 83284 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/7cf6f3fa-03b4-4065-a78b-90cffd5b5d61_20250213T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII] with American Funeral Financial.
[CUSTOMER][NEUTRAL] I'm calling on a recorded line to see if we're able to confirm life insurance benefits for deceased.
[AGENT][NEUTRAL] OK, I can um check eligibility for you, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then I did not catch the name of the facility you're calling from, can you give that to me again, please?
[CUSTOMER][NEUTRAL] Sure. It's American Funeral Financial.
[AGENT][POSITIVE] OK, thank you so
[CUSTOMER][NEUTRAL] And we're the funding company for the funeral home.
[AGENT][POSITIVE] OK. All right, thank you. I appreciate it. And then what is um the insured's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the insured's name is [PII].
[AGENT][NEUTRAL] And then what's little, yes, please. What's the policy number?
[CUSTOMER][NEUTRAL] And I have a policy number if you need that.
[CUSTOMER][NEUTRAL] It is 152-721.
[AGENT][NEUTRAL] OK, and then what was Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, let me look up and see about her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I do have an active policy for Miss [PII]. Um, the effective date of the policy is 5-28-1965. Wow, that's a long time ago.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Long time, absolutely. And would there be, would there be enough in policy 152721 to cover the assigned amount for $5,0069?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, and this is just to verify her benefits. It's not a guarantee of payment. She does have a benefit amount of $5,069.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me notate that that is the benefit.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And will the policy decrease at a certain age?
[AGENT][NEUTRAL] Um, what I'm going to do.
[AGENT][NEUTRAL] So I'm gonna go ahead and transfer you on over to the claims department, let you speak with an examiner because I know you you're gonna ask some questions that I won't be able to answer for you because there's only so much information I can see, but we're gonna get you. Yes, well, and, and just that I don't have access to some of the screens that they do but um I'll go ahead and get you some further assistance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get released, uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great, thanks.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[AGENT][POSITIVE] Hi, [PII], this is [PII]. I'm so glad I got you because you are the guru of life insurance.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] I've got
[AGENT][NEUTRAL] I've got um American financial funding for funeral, oh wait, American funeral financial funding on the phone.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, uh, OK.
[AGENT][NEUTRAL] And they're the um.
[AGENT][NEUTRAL] Oh, they're the.
[CUSTOMER][NEUTRAL] What's that policy number?
[AGENT][NEUTRAL] It is 152-721.
[AGENT][NEUTRAL] That's for Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the lady's name that's on the phone is [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, I can speak with her.
[AGENT][POSITIVE] Thank you, [PII]. You have a good day. Bye-bye.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.