AccountId: 011433970860
ContactId: d1aae470-0594-4671-ad5c-ccbcd42682bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190990 ms
Total Talk Time (AGENT): 82204 ms
Total Talk Time (CUSTOMER): 42509 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d1aae470-0594-4671-ad5c-ccbcd42682bc_20250121T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling because my um deceased mother had a policy with you all and I was just trying to check um to see whether there are any uh benefits available.
[AGENT][NEUTRAL] OK, your mother has a policy with us?
[CUSTOMER][POSITIVE] Yes, I believe so.
[AGENT][NEUTRAL] OK. uh, do you have a policy number and I can help you with this?
[CUSTOMER][NEUTRAL] H0102716
[AGENT][POSITIVE] Thank you. And may I have your name, please, ma'am?
[CUSTOMER][NEUTRAL] Well, I mean the bag.
[AGENT][NEUTRAL] [PII], I'm sorry, Miss, Miss [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, I'm so sorry. OK, thank you.
[AGENT][NEUTRAL] Alright, so let's see if we can get that policy to pull up. It looks like an old policy.
[AGENT][NEUTRAL] And Ms. [PII], may I have your mother's name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may we verify Ms. [PII]'s date of birth and address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, her last address when she had this policy was [PII].
[AGENT][NEUTRAL] Alright, something's not pulling in right here then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, let me see. I found her name. Nothing else is matching though, but that doesn't mean anything on older policies. Let me see if I can.
[AGENT][NEUTRAL] OK, I cannot find any policy information.
[AGENT][NEUTRAL] Option number.
[AGENT][NEUTRAL] Alright. And, but her name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, um, I'm not showing any active policies that Ms. [PII] had with us.
[AGENT][NEUTRAL] All her policies turned back in [PII] and [PII] and they were like dental and cancer and intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Right.