AccountId: 011433970860
ContactId: b917635b-cf70-4f09-98ac-1542c009b7fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234740 ms
Total Talk Time (AGENT): 95881 ms
Total Talk Time (CUSTOMER): 64646 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b917635b-cf70-4f09-98ac-1542c009b7fa_20250415T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII]. I have my mom's policies here. Her policy number is 587-886, and her name is [PII].
[CUSTOMER][NEUTRAL] And it's a cancer policy.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, and I'm pulling up the policy now. Hold on one moment.
[AGENT][NEUTRAL] OK, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, she passed away yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, for
[CUSTOMER][NEUTRAL] So what do I need to do?
[AGENT][POSITIVE] So, well, for one, we're definitely sorry for your loss. Um, let me, you're welcome. Um, I'm going to
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Note the policy, but I'll also let me get you over to customer service so we can get it reported and they'll let you know of next steps, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment for me, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, here we go. Alright, I'm gonna go ahead and transfer you over before I do that, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all, thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Hold on one moment and thanks for calling APO.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][NEUTRAL] Oh man, I'm gonna send her a card.
[AGENT][NEUTRAL] Where's my guru? What happened?
[AGENT][NEUTRAL] Yeah, but I don't think we do that anymore.
[AGENT][NEUTRAL] Yeah, we don't tell them anymore.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Doing good how are you?
[AGENT][POSITIVE] I'm doing good. Um, I have an insured's daughter on the other line. The insured passed away yesterday and she's trying to report the death and see what she needs to do moving forward.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. uh, what is the policy number?
[AGENT][NEUTRAL] So it's 587.
[AGENT][NEUTRAL] 886.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, and is a callback number the same one that's.
[AGENT][NEUTRAL] The [PII]?
[CUSTOMER][NEUTRAL] Here in the system.
[CUSTOMER][NEUTRAL] Alright and uh who do we have on the line you said the daughter?
[AGENT][NEUTRAL] Yes, her name is [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Alright you can go ahead and send her over.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] All right, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hello, good