AccountId: 011433970860
ContactId: bb769e79-3cde-44e5-a0e9-84dd8c383906
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538760 ms
Total Talk Time (AGENT): 120788 ms
Total Talk Time (CUSTOMER): 122149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/bb769e79-3cde-44e5-a0e9-84dd8c383906_20250528T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Uh, so, well, I'm doing OK. I'm calling about my father's life insurance policy. Uh, he passed away in March, so just need to find out what I need to do to actually file the claim on that policy number.
[AGENT][NEUTRAL] OK, I can help you with that. What is the policy number?
[CUSTOMER][NEUTRAL] 10258007
[AGENT][NEUTRAL] OK, and can I get your name and a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] And phone number is area code [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII].
[AGENT][NEUTRAL] Let me pull that policy up real quick.
[AGENT][NEUTRAL] OK. And, and what is your father's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the policy number was 1025807?
[CUSTOMER][NEUTRAL] That's what I have, um.
[CUSTOMER][NEUTRAL] Is that not correct? Let me see.
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][NEUTRAL] And his last name is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And how do you spell his first name?
[CUSTOMER][NEUTRAL] [PII] and his middle name is [PII], [PII]
[AGENT][NEUTRAL] OK, I know there's a couple of ways to spell [PII].
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Oh, it's 5870.
[CUSTOMER][NEUTRAL] Oh, I didn't say that. I'm sorry.
[AGENT][NEUTRAL] But you may have. I wrote down 07.
[CUSTOMER][NEUTRAL] I, I
[AGENT][NEUTRAL] OK and.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Do you mind verifying his date of birth and address for me?
[CUSTOMER][NEUTRAL] Yes, ma'am. Date of birth is uh [PII].
[CUSTOMER][NEUTRAL] And I know that there was some confusion. At some point, I think that the, the address got updated to my address, which is [PII].
[CUSTOMER][NEUTRAL] Is that what you have? Or is it the uh [PII], OK, OK.
[AGENT][NEUTRAL] Yes, uh-huh, that's it.
[CUSTOMER][NEUTRAL] So that really wasn't his address, but somehow the mail started coming to me, which I was like, oh, OK, that's fine too. I'll still pay the bill.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And you, you did say he passed, is that correct? You need to file a claim?
[CUSTOMER][NEUTRAL] Yes, uh, yes, [PII] of this year.
[AGENT][NEUTRAL] OK, I will need to get you with someone in our claims department which would be able to tell you what all you're gonna need to do and send in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APL. I'm very sorry for your loss and hold just a moment, I'll connect you with clients.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] But I don't know, I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Well, hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I had a customer on the phone whose father passed away with a life policy and wanted to know what all to send in, but he has hung up.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, well maybe they'll call back and we can give them information on what to send in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, or I can give you his phone number if you wanna call him back. It don't matter to me.
[CUSTOMER][NEUTRAL] For the life policy.
[CUSTOMER][NEUTRAL] Oh, I can call him back, yes, what is his callback number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. His name is [PII].
[AGENT][NEUTRAL] And the policy number is 152807.
[CUSTOMER][NEUTRAL] OK, let me look up that policy before I call him.
[AGENT][NEUTRAL] Right, and it's [PII].
[CUSTOMER][NEUTRAL] And he was just wondering what he needed and.
[AGENT][NEUTRAL] To step in for the, the life claim.
[CUSTOMER][NEUTRAL] OK, so [PII] is the brother.
[AGENT][NEUTRAL] The sun.
[CUSTOMER][NEUTRAL] Uh, [PII], am I getting that right?
[AGENT][POSITIVE] It's fun, fun.
[CUSTOMER][NEUTRAL] Is that correct? OK. All right, son, OK.
[AGENT][POSITIVE] Fun.
[CUSTOMER][POSITIVE] Alright thank you so much [PII] I'll give him a call back.
[AGENT][POSITIVE] OK, thank you. Have a good day, [PII].
[CUSTOMER][POSITIVE] All right, thank you. Bye bye. You too, thanks. Bye bye.
[AGENT][NEUTRAL] Mhm.