AccountId: 011433970860
ContactId: ccdef00f-8ce1-49a8-831a-4e7a484cdcd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151759 ms
Total Talk Time (AGENT): 59509 ms
Total Talk Time (CUSTOMER): 48773 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ccdef00f-8ce1-49a8-831a-4e7a484cdcd9_20250318T17:20_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. This American Public Life Insurance.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, I am calling on behalf of my mother. Uh she has passed away last week and I need to cancel her policy.
[AGENT][NEUTRAL] Do you have a policy number or social?
[CUSTOMER][NEUTRAL] I'm looking, uh,
[CUSTOMER][NEUTRAL] Let's see, um, policy 613194.
[AGENT][NEUTRAL] And what's your name and a good call back number for you?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is your mother's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth was [PII].
[AGENT][NEUTRAL] Oh, she just had a birthday. I do apo um sending my condolences to your family for your loss.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I'm going to transfer you to customer service so that they can.
[AGENT][NEUTRAL] Terminate the policy for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, [PII]. This is [PII] in claims. I have an insured daughter on the phone. Her name is [PII]. She's calling about a policy she wants to terminate cause her mother has passed away.
[CUSTOMER][NEUTRAL] OK, and what's the policy number?
[AGENT][NEUTRAL] It is 613194.
[AGENT][NEUTRAL] It's 613-194 for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And she's verified her information. You're welcome.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][POSITIVE] Hello, [PII]. I'm gonna transfer you over to [PII]. She's gonna assist you further. Thank you for calling APL and again I apologize for hearing the news about your mom. Have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank, thank you.