AccountId: 011433970860
ContactId: 8ba08766-9007-4c5b-9d48-381b26bbb91b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451429 ms
Total Talk Time (AGENT): 108909 ms
Total Talk Time (CUSTOMER): 106625 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/8ba08766-9007-4c5b-9d48-381b26bbb91b_20250304T16:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm calling regarding of uh
[CUSTOMER][NEUTRAL] [PII] um life insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He had passed and uh the funeral home had received their check but it was a balance left and I was just checking to see when uh I am the beneficiary and I'm just checking to see when I will get uh the remaining of the life insurance.
[AGENT][NEUTRAL] OK. Uh, Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 00696679.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I said this is for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you are Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, wife, OK. Uh, let me see if I can get an examiner for you. Hold on one quick moment for me, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Uh, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], um, I was trying to get someone with the life policy. Everyone is available, but no one's answering, so.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh my gosh, um, did you click on the claim support?
[AGENT][NEUTRAL] No, I clicked on on the cancer, disability, intensive care, heart attack, stroke, life, yeah, because it's regarding to a life policy.
[CUSTOMER][NEUTRAL] Life
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, well.
[CUSTOMER][NEGATIVE] Do you want to try again? I don't understand. I have to sometimes do it 2 or 3 times.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, because I'm looking at the, there's 1234 people available, but no one's answering the phones. So I'm gonna try again.
[CUSTOMER][NEUTRAL] Crazy.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Alright, sweet.
[CUSTOMER][POSITIVE] All right, we'll talk to you later bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII], but I don't need you, woman.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Oh, alright then.
[AGENT][NEGATIVE] I'm trying to get the live people, but no one's answering the phone. I might just have to send a help request.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][POSITIVE] Uh, alright, sweet.
[CUSTOMER][POSITIVE] Alright, well, I wish I could help you.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] Ms. [PII], thank you so much for holding. I apologize. Um, I'm gonna have to send a request for someone to give you a call back if that's OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, uh,
[AGENT][NEUTRAL] And you said your phone number is [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, yeah, do you know what number they'll be calling back from?
[AGENT][NEUTRAL] It would start with a [PII], that's the Oklahoma number.
[CUSTOMER][NEUTRAL] OK. So the start with the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So, um, they all busy or nobody in today?
[AGENT][NEUTRAL] Someone's in, but I'm just having a hard time with someone answering, so I'm just send a message and ask someone to give you a call back.
[CUSTOMER][POSITIVE] Oh, OK then. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Uh thanks for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, bye-bye. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.