AccountId: 011433970860
ContactId: d4d469a3-8e25-40bf-b3f2-e57e61124fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327769 ms
Total Talk Time (AGENT): 145248 ms
Total Talk Time (CUSTOMER): 81265 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d4d469a3-8e25-40bf-b3f2-e57e61124fa1_20250128T17:48_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, just one moment please.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh. My name is Mrs. [PII].
[CUSTOMER][NEUTRAL] And I'm calling in reference to my husband, [PII] who has deceased and he had a policy with you all.
[AGENT][POSITIVE] All right, Miss [PII], first off, I'm very sorry to hear that your husband passed away. I just wanna offer you my deepest condolences and
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] How can I help you with this policy today? Are we looking to cancel it or see if we can continue it?
[CUSTOMER][NEUTRAL] No, I'm trying to see what benefits it provided.
[AGENT][NEUTRAL] Oh, OK, yeah, OK, let me take a look at that. Do you happen to have that policy number handy, ma'am?
[CUSTOMER][NEUTRAL] No, I don't have. I just have the old one. I just can't find the new one. OK, here it is, yeah, I do have it. It's 674789.
[AGENT][NEUTRAL] That's OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful. Thank you. And let me get that all pulled up for you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and Miss [PII], would you be able to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Just a minute. I'm like, here she is. Hold on a minute. Hold one minute.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] What was the question?
[AGENT][NEUTRAL] Um, yeah, I was hoping that Ms. [PII] could verify her date of birth for me.
[CUSTOMER][NEUTRAL] My date of birth?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK wonderful and I just need to verify a little bit of other information if you could help me with the mailing address on file.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, perfect. I do see that here and Miss [PII], if you don't mind, I'm just gonna put you on a brief hold. I'm gonna figure out exactly what information we need and I'll be right back with you. Is that OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Miss [PII], are you still there with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Alright, hey, thank you so much for your patience so I have a department within our company um that is able to.
[AGENT][NEUTRAL] When there's the passing of an insured they're able to provide guidance on what's needed um they can help talk about any benefits if there's any payable but unfortunately I don't have anybody in that department that's available right now. Is it OK if I were to put in a callback request and have somebody give you a call back within 24 hours?
[CUSTOMER][POSITIVE] That would be wonderful.
[AGENT][POSITIVE] OK perfect and I just wanna make sure um I have a good phone number for you, Miss [PII].
[CUSTOMER][NEUTRAL] Alright, uh, a good phone number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. And Ms. [PII], is there a particular time of day that you would prefer them not to call? Um, we won't call after [PII] central time no matter what, but is there a time of day that you just don't like to be called?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] No, I, there, there's, there's no, I, I don't have a, a particular time that they need to go.
[AGENT][POSITIVE] OK perfect so um.
[CUSTOMER][NEUTRAL] What, what, what, what, what, what's your, what's your number?
[AGENT][NEUTRAL] Our number here so when they call, I'm not exactly sure how it will come through. It won't come through as our [PII] number, but if you want this [PII], what I can do is I can um hang up with you briefly and give you a call back and then that way you can see kind of what the number would look like when they call you tomorrow.
[CUSTOMER][NEUTRAL] All right. All right. Would you call me on this, on the number I gave you?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, yeah, I'll give you a call back on that right away, OK?
[CUSTOMER][POSITIVE] Alright, alright, thank you, thank you.
[AGENT][POSITIVE] My pleasure.