AccountId: 011433970860
ContactId: b83dbb86-3cca-4e4b-9c3d-ff6975ade4ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326220 ms
Total Talk Time (AGENT): 104370 ms
Total Talk Time (CUSTOMER): 114540 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b83dbb86-3cca-4e4b-9c3d-ff6975ade4ae_20250602T17:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm checking on um policy number.
[CUSTOMER][NEUTRAL] 590366
[AGENT][NEUTRAL] And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] And Ms [PII], what's a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. So you said that you were checking on this policy number. How can I help you today while as my information is loading.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, well, well, I'm, I'm not sure it's, um, what's the status of it.
[AGENT][NEUTRAL] OK, you're wanting to just verify if your policy is active with APL?
[CUSTOMER][NEUTRAL] Well, well, this is uh my mom's policy and she's deceased, so I was just checking on it because I didn't know if we needed to send some paperwork in or what.
[AGENT][NEUTRAL] OK, so first off, I will have to verify some things with you, um, [PII], for security purposes. So if you could please verify your mother's name and date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Of [PII], uh, um, yeah, [PII].
[AGENT][NEUTRAL] I'm sorry, what was the year?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me just a moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it [PII] it's I, I think it might be [PII]. I don't even remember.
[CUSTOMER][NEUTRAL] I think it is [PII], not [PII].
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK. And then what is the home mailing address that we would have had on file for your mother?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and also a phone number that we would have had for her please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's the home number.
[AGENT][NEUTRAL] And the last 4 for social of the.
[AGENT][POSITIVE] Artibo, I'm so sorry.
[CUSTOMER][NEUTRAL] Let me see, wait, let me, uh, let me get it on my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. So, what I, the only information that I can provide for you, um, Ms. [PII] is that this policy is not active any longer with APL and it has not been in several years.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Um, I was just trying to see if they have some kind of beneficiary benefits or anything.
[AGENT][NEUTRAL] No ma'am, not on this particular policy.
[CUSTOMER][NEUTRAL] And what type of policy uh was it?
[AGENT][NEUTRAL] It was a cancer policy and that is all I'll be able to provide for you.
[CUSTOMER][NEUTRAL] OK, OK, that's fine. I was just checking.
[AGENT][NEUTRAL] OK. Yes, ma'am, I understand. Is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, no, that's it today.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL and I do hope that you have a nice day.
[CUSTOMER][NEUTRAL] Now is this through the post office?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It was this through uh the United States Postal Service?
[AGENT][NEUTRAL] No, ma'am. It does not appear that it was.
[CUSTOMER][POSITIVE] Oh, OK, alright then, thank you.
[AGENT][POSITIVE] OK, well, you're very welcome and again thank you for calling APL and I hope that you have a nice afternoon.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK alright bye bye.
[AGENT][NEUTRAL] All right, bye-bye.