AccountId: 011433970860
ContactId: 8f3dc374-562c-4237-b35c-1b7a1f1fbde5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153639 ms
Total Talk Time (AGENT): 40428 ms
Total Talk Time (CUSTOMER): 97830 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/8f3dc374-562c-4237-b35c-1b7a1f1fbde5_20250131T17:02_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to locate. Um, my sister had a policy with, um,
[CUSTOMER][NEUTRAL] Commonwealth, I believe is the name of it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had, and I had called earlier, uh, like in December, her and her husband had a policy and um we were trying to get it changed to a different, and we did get it changed to a different bank account because she had to change bank accounts. But the thing is, is she's still paying for her husband's premium, and he's been gone over a year now.
[CUSTOMER][NEUTRAL] And so I'm not sure if I've got the right company or who I need to talk to. I think the policy number that I'm looking for is 00459140.
[AGENT][NEUTRAL] OK, yeah, let me take a look and see if we have that policy listed underneath here.
[AGENT][NEUTRAL] And what would be your, what would your sister's name be under?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What was what? He what?
[AGENT][NEUTRAL] What, what's your sister's name?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or it could be under [PII].
[CUSTOMER][NEUTRAL] Her ex-husband, her ex-husband. Yeah, whatever. I'm, I'm used to dealing with exes's not her.
[AGENT][NEUTRAL] No worries. So, I do see that you're in the right spot, my friend, but unfortunately, because you're not listed on the policy, I can't um talk to you about the policy. I would need an authorization form filled out to speak to you.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] They were maybe 60 years.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, oh, OK, you, if you will look on there, you say you've probably talked to me before. Well, OK, can you answer me this? Can you answer me if you received [PII]'s death certificate?
[AGENT][POSITIVE] I'm, I'm so sorry. I can't tell you that.
[CUSTOMER][NEUTRAL] OK. My sister's with her. I don't know if she's gonna be able to talk, but I'll call my sister back and that number I just called you at is the [PII], right?
[AGENT][POSITIVE] Yes, that's a perfect number. And if you could get your sister on the phone to verify all her information and give us permission to speak to you, we'll absolutely be able to do that.
[CUSTOMER][POSITIVE] OK, OK. I will call my sister since she's there. I'm 2 hours away, but anyway, OK, I'll call her. Thank you.