AccountId: 011433970860
ContactId: 87553014-05d4-4531-bd5c-6629702c37f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185630 ms
Total Talk Time (AGENT): 51415 ms
Total Talk Time (CUSTOMER): 63607 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/87553014-05d4-4531-bd5c-6629702c37f0_20250502T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm with Becker Funeral Home Incorporated, and I'm calling to report the death of one of your insureds.
[AGENT][NEUTRAL] OK. Do you have a policy number or I can look it up by name?
[CUSTOMER][NEUTRAL] Uh, last we have to do by name. I've got a social if that's helpful. Uh, last name is.
[AGENT][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] Uh, social would be great, yes.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the name of the deceased?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, he had a lapse policy in a current one. Let me pull this up real quick.
[AGENT][NEUTRAL] OK. And do you have the date of death?
[CUSTOMER][NEUTRAL] I do be [PII].
[AGENT][NEUTRAL] Um, I assume there's no death certificate yet, correct?
[CUSTOMER][NEUTRAL] Not yet, no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You just need a copy of that?
[AGENT][NEUTRAL] Yes, we just need a copy of that one available.
[CUSTOMER][POSITIVE] Kort would be the best way to get that to you.
[AGENT][NEUTRAL] Um, we could do fax or mail.
[CUSTOMER][NEUTRAL] Let's do a fax.
[AGENT][NEUTRAL] Fax is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] Yes. And can I get your name again, please?
[CUSTOMER][NEUTRAL] Sure, my first name's [PII], it's [PII]
[CUSTOMER][NEUTRAL] And then my last name is [PII].
[CUSTOMER][NEUTRAL] And then this will be [PII].
[AGENT][NEUTRAL] OK, and is there a good callback number?
[CUSTOMER][NEUTRAL] I go too fast for you?
[AGENT][NEUTRAL] No, no, I got it.
[CUSTOMER][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you so much for the notification. And then, yes, when you get that um death certificate, if you could send that to us, that would be very helpful.
[CUSTOMER][NEUTRAL] Do you need that reference to the case number or anything in particular or just with the social?
[AGENT][NEUTRAL] Uh, just with the social, that'd be fine.
[CUSTOMER][POSITIVE] OK, well I appreciate your time thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.