AccountId: 011433970860
ContactId: a0eff3f9-55d4-48e8-b49e-c094a745896d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183860 ms
Total Talk Time (AGENT): 95290 ms
Total Talk Time (CUSTOMER): 93497 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/a0eff3f9-55d4-48e8-b49e-c094a745896d_20250110T18:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my mother just passed recently and I'm going through a bunch of paperwork and checking on these insurance policies and I've got a, a policy number. Can you verify the status of that for me?
[AGENT][NEUTRAL] OK. So first off, you said that you're calling on behalf of your mother who had covered with APL but she's recently passed away. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Mm, OK. Um, so, first off, I am very sorry for your loss. My deepest condolences to you and your family.
[CUSTOMER][POSITIVE] Well I thank you.
[AGENT][NEUTRAL] And what I will need to do first off is uh to get your name and callback number and then I'll need to pull up your mother's policy information to verify some things for security and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK, sure, my name is [PII].
[AGENT][NEUTRAL] All right, so
[AGENT][NEUTRAL] Can you spell your last name for me? Thank you.
[CUSTOMER][NEUTRAL] And I'll spell that, yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my contact number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then you said that you do have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's A as in apple, R as in Romeo 17,440.
[AGENT][NEUTRAL] OK, thank you, so one moment.
[AGENT][NEUTRAL] And I may not be able to pull it up with that number, um, that's
[CUSTOMER][NEUTRAL] Uh, that number.
[CUSTOMER][NEUTRAL] OK, wait a minute this is weird because I have.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I have this
[CUSTOMER][NEUTRAL] Is this the same insurance as American Public Life Insurance Company?
[AGENT][NEUTRAL] Yes. Yes, sir. This is American Public Life. Mhm.
[CUSTOMER][NEGATIVE] OK, alright, I've already called about this. I thought that number, I thought that I thought that number looks familiar when I read it to you. Yes, I, I had another policy that I called like 3 policies ago about, so I've already gotten this one. It, it doesn't exist.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh wow, OK.
[AGENT][NEUTRAL] OK. All right. Well, it's, but you did get all of the other.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Alright, thank you. I didn't even, you know, I didn't think about it until I read it aloud to you.
[AGENT][NEUTRAL] Oh, that's OK, but you said she did have other policies that you've already obtained the information you needed related to them?
[CUSTOMER][POSITIVE] No, actually, because the last person I talked to looked it up by her social and her name and just made sure there were no other policies out there, so that was great.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so you don't need for me to pull any of that information up for you again?
[CUSTOMER][POSITIVE] No, I don't, no, I don't need you to do anything. We, we, we, they, we, they already did it, but I appreciate your willingness to help.
[AGENT][POSITIVE] Oh, well, it's my pleasure. And again, my deepest condolences um [PII] to you and your family. And is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's it. Thank you very much you have a happy [PII] year.
[AGENT][POSITIVE] OK. Well, you're welcome. [PII] to you as well and thank you again for calling APL.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] All right. Bye-bye.