AccountId: 011433970860
ContactId: cb0a1fca-a8c7-432e-bdab-6284864d90c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179559 ms
Total Talk Time (AGENT): 56501 ms
Total Talk Time (CUSTOMER): 74905 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/cb0a1fca-a8c7-432e-bdab-6284864d90c6_20250328T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I'm calling from the law office of Wy Green in [PII], and we have a client who, and I don't know if this policy was active, um, at the time of her passing, but she passed away on [PII], and we've been going through all of our paperwork, so we found several life insurance policies that no one knew about and that we just had to call and claim.
[CUSTOMER][NEUTRAL] So, can I, if I give you this policy number, can you tell me? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let's take a look.
[CUSTOMER][NEUTRAL] OK, it's 980021389.
[AGENT][NEUTRAL] OK, it was an old one, so 9 A as in apple 00 and then 21389.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then what was, what have, what would have been the insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then her date of birth.
[CUSTOMER][NEUTRAL] Oh, I can get it. Hold on one second. Her date of birth is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like [PII] had a cancer policy with us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No life insurance or anything like that that I see. It was just a single policy for cancer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So like for her cancer treatment, so all, and that is that what that was for?
[AGENT][NEUTRAL] Mm, mhm. That's, yeah, I would have covered, yeah, any, you know, any sort of treatment, uh, maybe diagnosis, things of that nature.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well that's what we needed just trying to cover all our bases and make all our phone calls, but thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem. You're welcome. Have a blessed day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye bye.