AccountId: 011433970860
ContactId: 8d3ec088-3a99-49d6-be83-ef105641fd39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133259 ms
Total Talk Time (AGENT): 48084 ms
Total Talk Time (CUSTOMER): 48647 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/8d3ec088-3a99-49d6-be83-ef105641fd39_20250123T15:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm calling with Heritage Memorial funding. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am good thank you. We had received a funeral home assignment that I had submitted over to you guys and I was just wanting to follow up to see if that had been received yet.
[AGENT][NEUTRAL] OK, I can help you with that. Um, [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah it is 00152890.
[AGENT][NEUTRAL] And, um, the deceased name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, let me pull that up real quick.
[CUSTOMER][NEUTRAL] It's OK
[AGENT][NEUTRAL] OK, and let me connect you with their claims department who can look it up to see if I've received that yet. Um, is there anything else that I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright, well thank you [PII] for calling APL and you have a great day and hold and I'll connect you with claims.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], um, I have, uh, [PII] on the phone. She's with a funeral home. Want to see if we've received an assignment from her.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 00152890 on a James Lemon.
[CUSTOMER][NEUTRAL] Alright you can send her over.
[AGENT][POSITIVE] All right, thank you, and here she is.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] Thank you for