AccountId: 011433970860
ContactId: 8868ac04-a69a-4734-9ffb-e613f3158778
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171089 ms
Total Talk Time (AGENT): 61207 ms
Total Talk Time (CUSTOMER): 54667 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8868ac04-a69a-4734-9ffb-e613f3158778_20250625T18:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII]. Um, my wife, [PII] had, uh, I guess, accident insurance and her APL. Um, she passed away over the weekend.
[AGENT][POSITIVE] I'm so sorry. I'm so sorry.
[CUSTOMER][NEUTRAL] I'm sorry, not the weekend, she passed away on Thursday, um, and the school district.
[CUSTOMER][NEUTRAL] Um, gave me her policy information and even though I told them I said it wasn't an accident, they said go ahead and call anyways and then you may to be to file a claim. I so I know how that would work or if that's possible.
[AGENT][NEUTRAL] OK. I'm so sorry for your loss. Um, but Mr. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 12697.
[AGENT][NEUTRAL] Uh, it's a group number. Uh, what's your wife, uh, what's the last name?
[CUSTOMER][NEUTRAL] Uh now, [PII] N.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] You said last name uh [PII]?
[CUSTOMER][NEUTRAL] No, it's uh [PII] N.
[AGENT][NEUTRAL] Oh, OK, and.
[AGENT][NEUTRAL] OK. And what is your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, OK, looks like this was an accident policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I'm sorry, she died from an accident?
[CUSTOMER][NEGATIVE] No, she died from cancer.
[AGENT][NEUTRAL] Uh, let me see if she has to cancel policy. Give me one moment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like she had a cancer policy with us, but it terminated in [PII], um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Hey uh thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][NEUTRAL] Bye.