AccountId: 011433970860
ContactId: a36db08a-e7d9-4121-b756-29f10c772b79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183039 ms
Total Talk Time (AGENT): 79523 ms
Total Talk Time (CUSTOMER): 91808 ms
Interruptions: 5
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a36db08a-e7d9-4121-b756-29f10c772b79_20250203T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I need to verify a policy please.
[AGENT][POSITIVE] OK, yes, I can help you with that. Do you have your, can I get your name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do, it's 152-721.
[AGENT][NEUTRAL] Thank you and do you have a callback number?
[CUSTOMER][NEUTRAL] I give her medicine and all.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are you with the provider's office, [PII]?
[CUSTOMER][NEUTRAL] I'm with the funeral home.
[AGENT][NEUTRAL] Funeral home, OK. Just one second.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I you
[AGENT][NEUTRAL] And what's that insured's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Are you just checking to see if the policy is active?
[CUSTOMER][POSITIVE] Yes, confirming that it's a good policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, this is a life policy. It is, it is currently active, um, right now the face amount is $5,069.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] but
[AGENT][NEUTRAL] Um, we won't know if they have any loans on it until we actually get all the information in.
[CUSTOMER][NEUTRAL] Uh, there's
[CUSTOMER][NEUTRAL] fair.
[CUSTOMER][POSITIVE] Yes ma'am, alright, that's what I needed to know and um we'll be taking assignment on this through AFS.
[AGENT][NEUTRAL] Uh, do you need us to send you the claim form?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh, do you want me to fax that to you, [PII]?
[CUSTOMER][NEUTRAL] If you could email please.
[AGENT][NEUTRAL] Email, OK, yes ma'am, what's your email address?
[CUSTOMER][NEUTRAL] It it's gonna be really long, um, so it's gonna be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And that's [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, and I'm so sorry I've been saying your name wrong.
[CUSTOMER][POSITIVE] It's OK. Hey, you've done a lot better than some people.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] You would be surprised.
[AGENT][POSITIVE] Yes, ma'am. I'll get this information out to you just as soon as I can.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much.
[AGENT][POSITIVE] You're so very welcome. Thank you for calling APO. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you, bye.