AccountId: 011433970860
ContactId: 914dc762-1733-4dc6-b9b8-4e564f671176
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157009 ms
Total Talk Time (AGENT): 47807 ms
Total Talk Time (CUSTOMER): 67797 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/914dc762-1733-4dc6-b9b8-4e564f671176_20250312T13:17_UTC.wav
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[AGENT][NEUTRAL] Calling UPL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Um,
[CUSTOMER][NEUTRAL] Are y'all associated with people's insurance?
[AGENT][NEUTRAL] We're an insurance company.
[CUSTOMER][NEUTRAL] OK. I found um
[CUSTOMER][NEUTRAL] My mother died in [PII], and I found a policy.
[CUSTOMER][NEUTRAL] For her insurance.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][POSITIVE] And it gave me.
[CUSTOMER][NEUTRAL] Do what
[AGENT][NEUTRAL] Does it have a policy number on it?
[CUSTOMER][POSITIVE] It probably does, but my sister has it right now. I can get it.
[AGENT][NEUTRAL] OK. So how can we help you today, [PII]?
[CUSTOMER][NEUTRAL] But I had just
[CUSTOMER][NEUTRAL] I just wondered if that policy had been paid when she died or
[AGENT][NEUTRAL] OK, do you know who the
[AGENT][NEUTRAL] Do you know what type of policy it was?
[CUSTOMER][NEUTRAL] It was a life insurance policy.
[AGENT][NEUTRAL] OK, do you know who the beneficiary of the policy is?
[CUSTOMER][NEUTRAL] The benefit
[AGENT][POSITIVE] Beneficiary.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It was, I was the executor.
[AGENT][NEUTRAL] Mhm. But the
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, spelled your mom's first and last name for me. Let's look it up in the system.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not finding a policy under [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, maybe it was through some other company.
[CUSTOMER][NEUTRAL] Yeah, I'll check and um
[AGENT][NEUTRAL] Yeah, the name of the insurance company, uh-huh, the name of the insurance company should be on the policy.
[CUSTOMER][NEUTRAL] See what I can find out.
[AGENT][NEUTRAL] That your sister has?
[CUSTOMER][NEUTRAL] It has people.
[CUSTOMER][NEUTRAL] Life insurance.
[AGENT][NEUTRAL] OK, well then that would be the insurance company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day. Uh huh bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.