AccountId: 011433970860
ContactId: dc9a9283-b77d-45e8-aa05-206d77068447
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160589 ms
Total Talk Time (AGENT): 53335 ms
Total Talk Time (CUSTOMER): 71850 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/dc9a9283-b77d-45e8-aa05-206d77068447_20250609T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], excuse me, I am trying to see if my mother-in-law has a life insurance policy with you all. She passed away last week and as we're going through, um, trying to find her will and, you know, documents and stuff, I came across, um, a receipt that said she had.
[CUSTOMER][NEUTRAL] Started something with you guys but I don't know what it was. I couldn't find any policy information, so I, I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, um, well, first, we're definitely sorry for your loss, um, and we'll be more than happy to assist you um through the process. And may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, absolutely. It's [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] All right, and may I have her first and last name or, or if you have her social I can pull up with that also.
[CUSTOMER][NEUTRAL] Yeah, I've got her social excuse me, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment. And um what is her first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so.
[AGENT][NEUTRAL] Without giving specifics, she had, it wasn't a life policy, she did have a policy with us, but none of them are active anymore.
[CUSTOMER][POSITIVE] OK. All right. Excuse me. Thank you so much for taking a look at that.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, ma'am, that's it. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.