AccountId: 011433970860
ContactId: a0f02674-d9a4-4a0b-b7dd-a3314efe1fd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159059 ms
Total Talk Time (AGENT): 72123 ms
Total Talk Time (CUSTOMER): 68767 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a0f02674-d9a4-4a0b-b7dd-a3314efe1fd0_20250318T18:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Hey, good day, [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you doing today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm doing good. Um, I'm calling um on behalf of my father. My father just passed away, uh, just about a week or two ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I was going through his mail and I found this insurance card and so I was just calling to see, I didn't know if this was still valid or not. um I was calling to see if you can check for me.
[AGENT][POSITIVE] Absolutely, I would be happy to, and I'm so sorry for your loss. I know that's a hard time to go through.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][NEUTRAL] Oh, what is your name?
[CUSTOMER][NEUTRAL] Uh, my name is, we have the same name. Uh, my name is [PII].
[AGENT][NEUTRAL] All right. And what is it?
[CUSTOMER][POSITIVE] And I can spell it for you.
[AGENT][NEUTRAL] That's fine. What is a good callback number in case we get disconnected? I can get right back to you.
[CUSTOMER][NEUTRAL] Sure, my telephone number is area code [PII].
[AGENT][NEUTRAL] Thank you. And on that paperwork, do you have a policy number listed?
[CUSTOMER][NEUTRAL] Yes, uh, it says the policy number is 023.
[CUSTOMER][NEUTRAL] 41422
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what was your dad's date of birth?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you happen to know his address?
[CUSTOMER][NEUTRAL] Yep, his address is [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And Mr. [PII], I am showing that this policy.
[AGENT][NEUTRAL] It is a secondary gap policy. It's not a life policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Has his employer been notified?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they'll let us know that the policy needs to be termed. But this is a secondary gap policy. I'm just checking to see if he has any other policy with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And he does not.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Just wanted to make sure.
[AGENT][POSITIVE] Absolutely. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL Mr. [PII]. Again, I am so sorry for your loss, but I hope you have a wonderful day.
[CUSTOMER][POSITIVE] I will thank you you as well thank you so much.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.