AccountId: 011433970860
ContactId: 9be3fb7b-3b2a-48d5-9f1d-63480d646fc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131699 ms
Total Talk Time (AGENT): 37975 ms
Total Talk Time (CUSTOMER): 59754 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/9be3fb7b-3b2a-48d5-9f1d-63480d646fc7_20250311T15:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] over in customer care. How are you this morning?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Hey, I'm good. Um, I just have a question on a life policy. Is that something that you can help with? Did I call the right you?
[AGENT][NEUTRAL] Um, I can try to.
[CUSTOMER][NEUTRAL] OK, um, do you want the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 153134.
[AGENT][NEUTRAL] OK, on.
[CUSTOMER][NEUTRAL] For Warren.
[AGENT][NEUTRAL] Bulky.
[CUSTOMER][NEUTRAL] Yeah, so I have the son on the line and the father passed away. He sent in the um death certificate and was checking on that. I see that there, but then he asked me what the value is, and I pulled up the back file. I can't find it, so I was hoping maybe somebody could help me with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if I'm not looking in the right place, definitely give me a heads up.
[AGENT][NEUTRAL] It looks like they sent him a claim form and a loss policy form claim form. Give me one second to see if I can see what the value is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, looks like on the PIBFT screen. Is he the beneficiary, the son is?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like the benefit is $5,105.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the PIBFT screen.
[CUSTOMER][NEUTRAL] That's where you're seeing that, OK.
[AGENT][NEUTRAL] Yeah, so you may have to uh.
[CUSTOMER][POSITIVE] Oh, click the more thing and there it is. uh Lord have [PII]. OK, I'm so sorry to bother you. Thank you for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm. No problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.