AccountId: 011433970860
ContactId: d1b328e3-8cf6-472a-94b6-8409e0a7b720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156830 ms
Total Talk Time (AGENT): 23000 ms
Total Talk Time (CUSTOMER): 54251 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/d1b328e3-8cf6-472a-94b6-8409e0a7b720_20250213T17:59_UTC.wav
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[CUSTOMER][NEUTRAL] We do let you talk to for.
[AGENT][NEUTRAL] Yeah, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling in regards of [PII].
[AGENT][NEUTRAL] I'm so sorry, uh, it's a little bit difficult to hear you. Could you repeat that?
[CUSTOMER][NEUTRAL] Uh, I'm calling in regarding of [PII].
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you're calling on their behalf?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what were we needing to help you with today?
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] [PII] has passed and I was uh wanted to know, um,
[CUSTOMER][NEUTRAL] I know that uh the funeral, uh, West Haven Funeral Home, uh,
[CUSTOMER][NEUTRAL] Uh, took the payment out for the life insurance, and I'm just concerned about the balance when will I receive the balance? Because I'm the beneficiary, and when will I receive the balance that left on the policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we can get that we can take a look at that for sure. Do you uh have the um policy number and then um also if.
[CUSTOMER][NEUTRAL] OK. OK. Yes, I do.
[CUSTOMER][NEUTRAL] Uh, the policy number is 00.
[CUSTOMER][NEUTRAL] 69.
[CUSTOMER][NEUTRAL] 667 9
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mm.