AccountId: 011433970860
ContactId: d88a04e2-f2af-4c2e-a9f7-82a70d4f3073
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92300 ms
Total Talk Time (AGENT): 38150 ms
Total Talk Time (CUSTOMER): 59796 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d88a04e2-f2af-4c2e-a9f7-82a70d4f3073_20250210T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hello, doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she has two policies and um she's about, you know, she pays semi-annual, and she's about to send another payment, but she said that her husband passed away in August.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I already asked, um asked her to send a copy of the certificate to, to have it removed, but she wants to know if the premium is going to change any before she makes the payment. I don't know if you can give her that information or if we need to wait for the death certificate to get here, um, but that is basically what she's calling for.
[AGENT][NEUTRAL] All right, I got it. Um, so her policy premium will change, but we do have to receive that death certificate first. So even if she pays, yes, um, it depends on the policy type. Um, is it one of those cancer ones?
[CUSTOMER][NEUTRAL] In order to determine how much.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm. Yes, CPA.
[AGENT][NEUTRAL] OK, yes, it will take us a little bit of a minute about to um to figure out how much it will change.
[CUSTOMER][NEUTRAL] Oh, OK. So in order to determine how much it will change, we're gonna need a copy of the death certificate and then you can let her know how much it is. OK, I can tell her that, no problem. OK, well, thank you. Have a good day, Ms. [PII].
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can
[AGENT][POSITIVE] You're welcome. Have a nice day too.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.