AccountId: 011433970860
ContactId: c14547a5-8feb-4d89-b00a-fd25d785b42f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131380 ms
Total Talk Time (AGENT): 63918 ms
Total Talk Time (CUSTOMER): 40152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c14547a5-8feb-4d89-b00a-fd25d785b42f_20250108T19:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] on the care team. Um, can you look at this policy with me?
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, it's 207-721-6.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the insured has passed away. The husband um spoke with the, sent all, you know, death certificate, everything in there. But he asked me, so would the claims check be in his name or hers, but I didn't know how to answer that cause he's not anywhere but the notes. How does that work?
[AGENT][NEUTRAL] Uh, let me.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Yeah, uh.
[AGENT][NEUTRAL] So it looks like.
[AGENT][NEUTRAL] The claim is being worked on, uh.
[CUSTOMER][NEUTRAL] It's like a whole like 500 and something pages.
[AGENT][NEUTRAL] Yeah, [PII] has been working on this since yesterday. So normally the way it goes is um
[AGENT][NEUTRAL] Once we, as long as he sent them the beneficiary information, all the information in here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They are, um, I believe they, I believe it will go in his name or whoever the beneficiary name is, but like I said I can't say I mean because I mean if he's.
[CUSTOMER][NEUTRAL] Disney, OK.
[AGENT][NEUTRAL] I said if we have our paperwork then like I said they probably go in his name, um, because they, what they'll probably do is end up adding him.
[AGENT][NEUTRAL] To the policy, be able to send it out um to him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But like I said, we can't really sit again until we go through the, the claim. Yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Process everything.
[CUSTOMER][POSITIVE] OK, well thank you very much. I appreciate you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.