AccountId: 011433970860
ContactId: 81ad63a4-3fec-4878-8801-0e3ea39d6468
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170479 ms
Total Talk Time (AGENT): 47021 ms
Total Talk Time (CUSTOMER): 80400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/81ad63a4-3fec-4878-8801-0e3ea39d6468_20250321T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she called because [PII] just called her and left a voicemail for her to call back, and she's just returning the call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, I think it's about a constellation. It looks like it's 649-684.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 6484.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes, Mr. [PII] um passed away. So I got Ms [PII], Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, and you transfer. Oh, she, she verified and a good callback number.
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] I, I, I did not verify her. I do have a callback number, but I did not verify her. And the, um, the callback number is [PII].
[AGENT][POSITIVE] OK, thank you. I'm ready.
[CUSTOMER][POSITIVE] here she comes. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Ms [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome have a good day. OK, thank you.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Good morning Miss um [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm fine.
[CUSTOMER][NEGATIVE] I wanted to cancel my policy. My husband died and um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've already picked up Humana insurance and it has dental.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] It looks like [PII] was needing um,
[AGENT][NEUTRAL] An address for a refund of premium sent to you, uh, what is your, your new address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] OK, I've got that taken care of for you and um.
[AGENT][NEUTRAL] Is there anything else that I can help you with today or?
[CUSTOMER][POSITIVE] No, that's, that's it. Thank you.
[AGENT][POSITIVE] All right, well, thank you, Ms. [PII] and you have a great weekend.
[CUSTOMER][POSITIVE] OK, thank you, bye.
[AGENT][NEUTRAL] Mm. Goodbye.