AccountId: 011433970860
ContactId: 7ed4cd59-b8db-4c39-b14e-ead58c5401d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199160 ms
Total Talk Time (AGENT): 63007 ms
Total Talk Time (CUSTOMER): 62909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/7ed4cd59-b8db-4c39-b14e-ead58c5401d9_20250505T21:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm a funeral director at Lawrence Funeral Home in [PII], and we have a, uh, policyholder who's their family has brought in several different policies, and I was just calling as a courtesy to see what it might take if there's any uh benefits and what it would take to file a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Great. Uh, do you have the last name of the deceased?
[CUSTOMER][NEUTRAL] Yes, uh, her last name is [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, that was [PII] and then [PII], is that right?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then could you, I'm sorry, could you give me the name of that funeral home again?
[CUSTOMER][NEUTRAL] Uh sure, it's uh Lawrence Funeral Home.
[AGENT][NEUTRAL] [PII], OK, thank you so much. OK, it looks like I have a lapsed policy on here. Let me see when it lapsed.
[CUSTOMER][POSITIVE] Alright no problem.
[AGENT][NEUTRAL] I don't think anything.
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it's uh [PII].
[CUSTOMER][NEUTRAL] And I've got a policy number here. I don't know if that might help as well.
[AGENT][NEUTRAL] Oh, OK, what's that?
[CUSTOMER][NEUTRAL] Uh, it looks like the letters AC and then 5703.
[CUSTOMER][NEUTRAL] Um this is.
[AGENT][NEUTRAL] Yeah, I don't have, um, I don't have any policies current. The this one was for [PII], but it's a different date of birth, same year, but different date of birth um day, and it lapsed back in [PII].
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't show anything active. And that number that you gave me, that AC 5703, that is the old policy number. So that lapsed in [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well that is the only thing that I'm showing here that they had brought in, so I will let them know and I do appreciate your time and uh looking that up for us.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.