AccountId: 011433970860
ContactId: def39cf5-f690-4275-baad-ba2f34439cd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139020 ms
Total Talk Time (AGENT): 58361 ms
Total Talk Time (CUSTOMER): 61722 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/def39cf5-f690-4275-baad-ba2f34439cd0_20250410T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I mean, I'm calling because um my partner had uh some kind of coverage through you guys I don't know, and he passed away.
[CUSTOMER][NEUTRAL] And I didn't know what it was, so I, I keep getting stuff in the mail from APL, so I just wanted to find out what he had. I have like his cards here and everything.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, yeah, let's take a look. I'm sorry to hear that. Um, what is the policy number? Do you have that?
[CUSTOMER][NEUTRAL] Uh let's see.
[CUSTOMER][NEUTRAL] I have the.
[CUSTOMER][NEUTRAL] What was that at the group number.
[CUSTOMER][NEUTRAL] I have the.
[CUSTOMER][NEUTRAL] with the policy? Oh yeah, policy number 01530918.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll need to verify the name and then date of birth, please.
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, so it looks like it was a gap insurance through an employer, um, so it's like a secondary policy to pick up anything that the primary did not pay for.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] This can be, can you.
[CUSTOMER][NEUTRAL] Well, what, what needs to be done now that he's passed away?
[AGENT][NEGATIVE] Um, well, the policy shows lapsed, not active as of [PII]. So it looks like it was something um that was being deducted from a paycheck, so it's been canceled, nothing needs to be done.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I'm trying to go through everything that he had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Going and this is just one more thing that I have to go through so alright.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Well, yeah, nothing needs to be done on this one, so at least that's, that's good news, so.
[CUSTOMER][POSITIVE] Alright, I appreciate it thank you very much.
[AGENT][POSITIVE] Yeah. You're welcome. Take care.
[CUSTOMER][NEUTRAL] Alright,
[AGENT][NEUTRAL] Bye bye