AccountId: 011433970860
ContactId: bb6c03fa-a7b7-4c1a-bd3c-9d8e1559cee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148850 ms
Total Talk Time (AGENT): 29307 ms
Total Talk Time (CUSTOMER): 62371 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/bb6c03fa-a7b7-4c1a-bd3c-9d8e1559cee4_20250416T14:37_UTC.wav
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[CUSTOMER][NEUTRAL] Come back here and do this after.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Hi, I'm, uh, [PII], and I'm calling on behalf of my dad's policy. He passed away in November.
[AGENT][NEUTRAL] OK, um, do you have his policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I do. There was a piece of paper and it was slightly torn, but, but I think the policy number is 451-895.
[AGENT][NEUTRAL] OK. Do you have his name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] and [PII], right? Yeah, [PII].
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] I I just wanna know, is this a life insurance policy, and if so, how do we make a claim? How do we?
[CUSTOMER][NEUTRAL] Close it, I guess.
[AGENT][NEUTRAL] Um, let me see what this is.
[AGENT][NEUTRAL] Uh, looks like the account's already been closed. Um, let me see.
[AGENT][NEUTRAL] What type of policy this is.
[CUSTOMER][NEUTRAL] But the account's been closed. Maybe we've already called. Yeah, I think they probably already called that.
[CUSTOMER][NEUTRAL] Yeah, oh yeah, do you know when it was closed?
[AGENT][NEUTRAL] Uh, it looks like.
[AGENT][NEUTRAL] Uh, this is on 10-1-2024.
[AGENT][NEUTRAL] It was a cancer policy.
[CUSTOMER][NEUTRAL] Oh, it was a cancer policy. Oh, OK, that makes sense.
[CUSTOMER][NEUTRAL] OK, so he didn't pass until November, so he closed it before he passed.
[CUSTOMER][NEUTRAL] Huh, OK, is there anything else we need to do to follow this up or is?
[CUSTOMER][NEUTRAL] Is this just a, it's a closed account, right?
[AGENT][NEUTRAL] Yeah, it's a closed account yeah.
[CUSTOMER][NEUTRAL] Like there's no
[CUSTOMER][POSITIVE] Yeah, OK, thank you for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, you too, bye.