AccountId: 011433970860
ContactId: 99545e89-6f33-4409-9517-43bb304e7e45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170449 ms
Total Talk Time (AGENT): 57456 ms
Total Talk Time (CUSTOMER): 111933 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/99545e89-6f33-4409-9517-43bb304e7e45_20250317T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, Ms. [PII], this is [PII] in customer service. Hey dear, how are you?
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Bussy like you, busy, busy, busy. OK. Uh yeah, I'm watching y'all's calls and ours too. OK, Ms. [PII], I mean they're back, I'm back. All right. And I just came on at [PII] anyway. The policy number is 598438.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, Ms. [PII] has passed away. I do have her son.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] On the phone, [PII], I think he said [PII]. At first, he sounded like a robot, we were first talking. Um it was horrible. Our connection was horrible. Um anyway, he just wants to make sure his mother has passed. He's gonna email the, the death certificate to the care team. He just wants to make see if there's any benefits he needs to file on for his mother on his claim.
[AGENT][NEUTRAL] Any visits that he needs to file for?
[CUSTOMER][NEUTRAL] Any benefits, I'm sorry, benefits.
[AGENT][NEUTRAL] Oh, he wants to see what benefits can still be used?
[CUSTOMER][NEUTRAL] Right, right, is there, you know, he does, I don't even, right, he just wants to see if there's anything that he can file for on here. He doesn't feel like there is. I told him that you may be limited on what information you can share with him, but that you would give him as much information as possible.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, wait, wait, wait.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, wait, what, what, what do we?
[AGENT][NEUTRAL] So, is he on the policy or no?
[CUSTOMER][NEUTRAL] No, he is not.
[AGENT][NEUTRAL] So we can't tell him anything until we get the death certificate.
[CUSTOMER][NEUTRAL] OK, I can go back and tell him that.
[CUSTOMER][NEUTRAL] OK, so until, until the death, no, no, so I'm glad, no, so I'm just gonna tell him that until we, now, can you discuss it with him once the death certificates received?
[AGENT][POSITIVE] Yeah, I had to think about that. I'm sorry. Yes.
[AGENT][NEUTRAL] Yeah, once we receive the death certificate and his name is on, you know, like in the notes or whatever that we received the death certificate, policyholder has passed, you know that, then yeah, we can talk to him, but I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not until, I thought not until y'all put it on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, girl, that sounds about right. So, all right, darling, let me go back to him and take a deep breath before you get your next call.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh my god [PII], I'm so glad I got you. I, I need that I need that smile. Thank you so much for.
[CUSTOMER][POSITIVE] I love hearing your voice too, [PII].
[AGENT][POSITIVE] Alright, have a good day.
[CUSTOMER][NEUTRAL] Oh, you too, honey, bye.
[AGENT][NEUTRAL] All right, bye.