AccountId: 011433970860
ContactId: c81776c1-96fa-420a-a986-da8051452d63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79360 ms
Total Talk Time (AGENT): 35551 ms
Total Talk Time (CUSTOMER): 39961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c81776c1-96fa-420a-a986-da8051452d63_20250224T22:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care today. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, [PII]. Um, if an insured has passed away, um, as far as canceling out the policy, I'm sorry, I always forget, is there like only certain people you guys can speak to? Does it have to be the beneficiary if there is one?
[AGENT][NEUTRAL] Um, yes, they will have to send us the document that they are the beneficiary or, um, what is it called, the other part like um.
[AGENT][NEUTRAL] That they have a power of attorney or they are the person to take care of um whatever is left from the person who passed away.
[AGENT][NEUTRAL] But, um, until we don't receive those documents, we can't discuss anything about the policy.
[CUSTOMER][NEUTRAL] OK, yeah, because the son is listed as a beneficiary, but the wife is on the phone and it's the mom of the son who passed away so he needs to call us to cancel it, right?
[AGENT][NEUTRAL] Mhm. Yes, he will be the person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I just wanted to make sure. thank you so much, [PII]. I appreciate you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm