AccountId: 011433970860
ContactId: a5517e51-8a5a-4ed2-aead-60e0d12b9be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310829 ms
Total Talk Time (AGENT): 88728 ms
Total Talk Time (CUSTOMER): 83813 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a5517e51-8a5a-4ed2-aead-60e0d12b9be0_20250213T18:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I have just called while I go [PII] to buy and some kind of way we got disconnected.
[CUSTOMER][NEUTRAL] I don't know who I was talking to.
[AGENT][NEUTRAL] OK, I can see if I can help you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, but I'm calling in regarding of uh my husband [PII] to buy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But I have the, OK, the account number is [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see, give me one moment, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so sorry, my computer paused. Let me give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it doesn't show who you spoke with, but, um, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] [PII] has passed and uh but yeah, he passed on [PII] and uh [PII] uh was the funeral home and uh
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] They, uh, supposedly have received uh
[CUSTOMER][NEUTRAL] The amount of the funeral and the balance, I was wondering when would the balance that would be on the policy would uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I received
[CUSTOMER][NEUTRAL] Or do I have to make a claim for it or, or what?
[AGENT][NEUTRAL] Um, I'm not sure.
[AGENT][NEUTRAL] moment. I may have transferred to an examiner, but I'm just looking real quick. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let me transfer you to the examiner um so she can assist you. OK, Ms. [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hey [PII], I have an insured on the phone, um, well, um, I guess you can call a beneficiary. It was a policy on her husband. It's a life plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she has questions on how the policy would be processed. Like once a payment has been made to the funeral home, uh, what would the rest of the amount go to?
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 696-679.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's cold.
[AGENT][NEUTRAL] Mm, mm.
[CUSTOMER][NEUTRAL] And that's [PII]'s on the phone?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] When she gave me a callback number. I don't know if you want it or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much, got it.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Have a great one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.