AccountId: 011433970860
ContactId: cf058874-8ef2-4cbf-9344-dd5da63fab0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173369 ms
Total Talk Time (AGENT): 55212 ms
Total Talk Time (CUSTOMER): 92841 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/cf058874-8ef2-4cbf-9344-dd5da63fab0e_20250228T17:12_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yes. Um, I was going through my mother's, um, paperwork. She passed away three years ago, and I found this, um, invoice where she had paid for a policy, and I'm not aware of the policy. I can give you um the policy number if you like, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is that policy number, ma'am?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 919701 and it says product.
[CUSTOMER][NEUTRAL] C P I
[CUSTOMER][NEUTRAL] The payment method yearly in amount paid yearly I guess was $30.75. Her name is [PII]
[AGENT][NEUTRAL] OK perfect and would you be able to please um provide me with your name as well?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII]'m executive executive of the will and I'm an only child. So I didn't, I came across the paperwork and then I wasn't aware of the policy until now, whatever it is.
[AGENT][NEUTRAL] Yeah, absolutely. Let me take a look. It looks like she did have this policy with us, but it actually terminated out in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, she just didn't pay it or?
[AGENT][NEUTRAL] Um, you know, let me read the notes, it doesn't say why right here. Uh, yeah, it looks like the payments stopped, um, we stopped receiving them and then the end of.
[AGENT][NEUTRAL] May they terminated the policy of that year.
[CUSTOMER][NEUTRAL] What type of policy was it, may I ask?
[AGENT][NEUTRAL] Yeah, that's a great question. Let me, I'm not as familiar with that code. Let me look it up for you real quick, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Alright, so it was a cancer policy.
[CUSTOMER][POSITIVE] It was a cancer policy. OK, that's fine. I just didn't, I didn't know and I was like going through old paperwork and, and wasn't sure. Thank you so much for your help. I really appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah it's my pleasure. If there's anything you ever need from us just give us a call we're always here to help.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Have a great day.
[AGENT][POSITIVE] My pleasure you too enjoy your weekend.
[CUSTOMER][POSITIVE] Thank, thank you. You as well. Bye-bye.
[AGENT][NEUTRAL] Bye bye.