AccountId: 011433970860
ContactId: c3fedd5d-5908-44fe-a6cb-b029411003b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280660 ms
Total Talk Time (AGENT): 69012 ms
Total Talk Time (CUSTOMER): 96767 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c3fedd5d-5908-44fe-a6cb-b029411003b8_20250501T13:31_UTC.wav
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[CUSTOMER][NEUTRAL] right.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Good morning.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] Um, I'm calling him. My son, um, works for American packaging Company and he got murdered.
[CUSTOMER][NEUTRAL] And his MetLife insurance number is 866.
[CUSTOMER][NEUTRAL] 492.
[CUSTOMER][NEUTRAL] 6983, his name is [PII].
[AGENT][NEUTRAL] Um, so you said MetLife, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, this is American Public Life?
[CUSTOMER][NEGATIVE] Oh gosh, they gave me the wrong, I went to the wrong prom.
[AGENT][NEUTRAL] Um, or I can.
[CUSTOMER][NEUTRAL] OK, is there any?
[AGENT][NEUTRAL] Look and see in the system and see if I can find his name.
[AGENT][NEUTRAL] Um, what was the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] OK, I'm checking in the system. It's um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Moving slow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I don't have that name in our system, um, but like I said, we're American Public Life, so, um, we're not affiliated with MetLife.
[CUSTOMER][NEUTRAL] But OK, I thought this when he gave me the prompts, I thought this was the right prompt. Um, do you have a prompt for Whole Life, MetLife Whole Life?
[AGENT][NEUTRAL] Uh, well, we're, we're a separate company, so I, I think you may have.
[CUSTOMER][NEUTRAL] Oh, so you don't have it.
[AGENT][NEUTRAL] Yeah, so we're we're American Public Life, and we're not related or affiliated with MetLife at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, I don't know what to do from here. OK, I'll try the number he gave me again. It's this number he gave me is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that the number I'm talking to now?
[AGENT][NEUTRAL] You are. Um, do you have his social by chance?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] The social is.
[AGENT][NEUTRAL] OK, what's up?
[CUSTOMER][NEUTRAL] His social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm not pulling anything up under that either. Let me, um, let's see.
[AGENT][NEUTRAL] OK, let me see. I found this number, try um try, you want me to uh connect you to this number? I found a number on Google, um, it says MetLife. You want me to transfer you over there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, would you please?
[AGENT][POSITIVE] Yeah, absolutely. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Access policy details and account balances online anytime at your convenience. You can also view statements, print tax forms, and process transactions such as address and bank changes. Simply register or log into your account at online. [PII].
[CUSTOMER][NEUTRAL] Welcome to MetLife Life Insurance to insure quality service.