AccountId: 011433970860
ContactId: a253eab2-3b0b-46d9-b778-8d50ba00c657
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43709 ms
Total Talk Time (AGENT): 12363 ms
Total Talk Time (CUSTOMER): 32910 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a253eab2-3b0b-46d9-b778-8d50ba00c657_20250123T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in claims. I have Mrs. [PII] on the phone. She's the daughter of the insured. The insured passed away on [PII] and she wanna talk to someone about canceling the policy of what they need to do to cancel the policy. The policy number.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is this an individual?
[CUSTOMER][NEUTRAL] I I don't know. I didn't do. I just assume they should give it to billing, so I didn't know, should it go to customer service?
[AGENT][NEUTRAL] Yes, ma'am, if it's an individual, I only handle groups. I wouldn't know what to do with hers.
[CUSTOMER][NEUTRAL] OK, let's see. Well that look like it's individual, so hang up and I'm gonna go back to her, OK?
[AGENT][POSITIVE] Yes, ma'am. Sorry about that.
[CUSTOMER][POSITIVE] All right. That's all right.