AccountId: 011433970860
ContactId: cda92abd-72ec-4da8-9b8f-99f18ccc6fcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189589 ms
Total Talk Time (AGENT): 80741 ms
Total Talk Time (CUSTOMER): 68152 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cda92abd-72ec-4da8-9b8f-99f18ccc6fcd_20250602T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Um, I can definitely see if [PII] is available. Um, what was your name, please?
[CUSTOMER][POSITIVE] My name is [PII]. She had called me earlier today and I've been trying to get in touch with her and I've been able to get through.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure yeah I can definitely see if she's available. um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your uh policy number?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, alrighty, give me just a moment, um, let me see if she's available.
[CUSTOMER][NEUTRAL] All I know is, uh, all I know is she told me that uh she would, she had received my dad's death certificate and she needed to ask me some questions.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, let me see if I can't get that policy pulled up while we're waiting to see if she's available, um, let's see, so this was regarding your father's policy?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, uh-huh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK, got it. Alrighty, uh, so she is available. Give me just a moment. Um, I'm gonna put you on a brief hold while I get you on the line with her, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][POSITIVE] Hey [PII], it's care over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][POSITIVE] Doing alright thank you. I've got [PII] on the line she said she was returning a call from you.
[AGENT][NEUTRAL] I don't have, she didn't have a policy number or anything.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to remember what I called her.
[AGENT][NEUTRAL] Well she did say it was in regard to her, she said it was in regard to her father's uh death certificate and that you had um some follow up questions or something like that, but that the death certificate has been received.
[CUSTOMER][NEUTRAL] I'm trying to remember.
[CUSTOMER][NEUTRAL] OK, let me see, did you, who could it be?
[AGENT][NEUTRAL] Um, so his name was [PII], um, well, this is her name is [PII], but her father, I think she said [PII].
[CUSTOMER][NEUTRAL] I've called a few people today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a second. It's gonna be under additional information required. Let's see.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Who did I call today? OK.
[CUSTOMER][POSITIVE] yep, OK, I got it.
[AGENT][POSITIVE] Got it OK cool you ready for her now?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right thanks [PII]. bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You're welcome. Bye.