AccountId: 011433970860
ContactId: 930f201c-e7ac-4ab8-87f4-8f8370ee3436
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277640 ms
Total Talk Time (AGENT): 103558 ms
Total Talk Time (CUSTOMER): 86411 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/930f201c-e7ac-4ab8-87f4-8f8370ee3436_20250314T14:16_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], uh.
[CUSTOMER][NEGATIVE] My mother passed away in February and we're trying to go through.
[CUSTOMER][NEUTRAL] Insurance documentation that she has kept over the years and.
[CUSTOMER][NEUTRAL] Found something with your company's name on it and have no idea if it's a policy that's valid or not.
[AGENT][POSITIVE] OK, well, first off, I'm so very sorry for the loss of your mother. Um, I
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][POSITIVE] Wish you all the best and love and support in the world right now while you're going through that.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Um, I, my pleasure. I'd love to look and see if her policy with us is still active and going on. Do you mind real quick if I just get your first name again and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you so much. And um Mr. [PII], do you have on that paperwork, does it have that policy number listed on it anywhere?
[CUSTOMER][NEUTRAL] There is a policy number and it's an old piece of paperwork so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all right, you ready?
[AGENT][POSITIVE] I'm ready when you are, my friend.
[CUSTOMER][NEUTRAL] 980.
[CUSTOMER][NEUTRAL] 135883
[AGENT][NEUTRAL] Perfect. And Mr. [PII], give me just a moment if you will. I'm gonna put you on the briefest hold and I'm going to try to get that policy number pulled up in our system, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi, thank you so much for your patience. Um, I, does look like I was able to pull up this policy. I was hoping you could verify some information with me. Is that OK?
[CUSTOMER][NEUTRAL] I think I can.
[AGENT][NEUTRAL] Perfect. Do you mind if I have your mom, I'm assuming same last name [PII] and her first name please and her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Wonderful and then um her mailing address?
[CUSTOMER][NEUTRAL] You have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you so much for verifying that information with me, Mr. [PII]. So I do have this account pulled up. It looks like it was a cancer policy your mom had with us, and it looks like it actually terminated back in [PII].
[CUSTOMER][NEUTRAL] OK, so that's what we were wondering what it was.
[CUSTOMER][NEUTRAL] I'm sure back she was back in that time period everybody was afraid of cancer like they are today and and uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes they are.
[AGENT][NEUTRAL] That doesn't go away.
[CUSTOMER][NEUTRAL] Uh, that, that
[CUSTOMER][POSITIVE] That's the information I needed I appreciate you taking the time to look at it and uh.
[AGENT][POSITIVE] Well, it's my pleasure, Mr. [PII]. Is there anything else I can do to assist you today?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] No ma'am that's all thank you very much.
[AGENT][POSITIVE] Hey, it's my pleasure. If there's anything else you ever need from us, feel free to give us a call. We're always here to help.
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[AGENT][POSITIVE] My pleasure take care bye bye.
[CUSTOMER][NEUTRAL] Bye bye.