AccountId: 011433970860
ContactId: b6872347-5362-4aca-a99e-0d6085a358c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75569 ms
Total Talk Time (AGENT): 24671 ms
Total Talk Time (CUSTOMER): 56269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b6872347-5362-4aca-a99e-0d6085a358c3_20250623T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the cancer department. I have a Miss [PII] on the line, and I hope you're doing well today. Um, her, her mother passed away and she's calling on her mother's life policy, but she said we're still drafting premiums and we have her death certificate, so I have her on the line to discuss that with you all because uh she said you drafted payment in June. OK, so the policy number is 154.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 695 and it's for [PII]. Her daughter is on the line. Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I've got her pulled up.
[CUSTOMER][NEUTRAL] And I've already verified all other information. OK, and so I'm gonna go ahead and send her daughter over. Looks like she disconnected.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Oh no, OK, well I'll tell you what, I'll look into it and I've got her callback number um I'll make some notes on her policy and I'll give her a call back.
[CUSTOMER][NEUTRAL] She disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you have a good one OK? bye bye.
[AGENT][POSITIVE] No problem, [PII]. Thank you. Bye-bye.