AccountId: 011433970860
ContactId: b6161f48-dd8c-4432-8b93-7ba3b3870225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374890 ms
Total Talk Time (AGENT): 155559 ms
Total Talk Time (CUSTOMER): 134716 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b6161f48-dd8c-4432-8b93-7ba3b3870225_20250311T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling about a life insurance plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with the life insurance plan. Do you have a policy with us now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number is 01549231.
[AGENT][NEUTRAL] OK, let me look at the policy real quick.
[AGENT][NEUTRAL] OK, and you said it was 01549231?
[CUSTOMER][NEUTRAL] 01549231, yes.
[AGENT][NEUTRAL] OK, I am not pulling up a policy with your name on it under that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you see my name?
[AGENT][NEUTRAL] Can you spell your first and last name for me or give me your social security number and that'll pull in every policy you have with us.
[CUSTOMER][NEUTRAL] Anywhere?
[CUSTOMER][NEUTRAL] Um, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am. Let me try to find you with the social real quick.
[AGENT][NEUTRAL] And your last name, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not following a policy with your name on it. um, do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] No, I work for the state of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not finding even with your social security number [PII].
[AGENT][NEUTRAL] A policy with your name.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] Can I, I, I'm looking at it.
[CUSTOMER][NEUTRAL] WL 2 whole life policy policy number.
[CUSTOMER][NEUTRAL] Uh, oh, OK. Well, maybe it's under his, would it be under his name?
[CUSTOMER][NEUTRAL] If he was the one, can you look under [PII]?
[AGENT][NEUTRAL] OK, [PII] Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh, yeah, and I can give you maybe his social.
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] Yes ma'am, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that way.
[AGENT][NEUTRAL] OK. I do have [PII] pulled up now. And can you just verify the date, your date of birth and his date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII], and his date of birth is [PII].
[AGENT][POSITIVE] Thank you, ma'am. And then how can I help you today with the policy?
[CUSTOMER][NEUTRAL] Uh, OK. Uh, he has passed away.
[AGENT][NEUTRAL] Oh, I'm so sorry, ma'am. um OK, so what you're going to need to do is uh send us.
[AGENT][NEUTRAL] His death certificate.
[AGENT][NEUTRAL] And let me give you the.
[CUSTOMER][NEUTRAL] OK. Do you need the actual hard copy or a, a scanned copy?
[AGENT][NEUTRAL] It can actually be through email so you don't have to use your good hard copy you can save that for somebody else, but um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you the email address where you can send that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the email address is.
[CUSTOMER][NEUTRAL] Oh yeah, hold on, hold on just.
[CUSTOMER][NEUTRAL] Hold on, hold on, let me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My car's being weird. Let me take you off of the car.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes ma'am, the email address is [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so just send it with.
[CUSTOMER][NEUTRAL] His, uh, the policy number, what is, what I don't understand it. So is that policy number correct? It's just under his.
[AGENT][NEUTRAL] Let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 549.
[AGENT][NEUTRAL] 231.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] 549231
[CUSTOMER][NEUTRAL] So just the 01 in front of it.
[AGENT][NEUTRAL] Yes, you'll just have to take off 01 off the front of it, yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right. OK, thank you.
[AGENT][POSITIVE] Uh, you're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you. Mm.
[AGENT][POSITIVE] OK, you have a wonderful day and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] All right thank you.