AccountId: 011433970860
ContactId: dfb76df8-d796-4db4-93b7-6dc7a161b6bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112660 ms
Total Talk Time (AGENT): 13719 ms
Total Talk Time (CUSTOMER): 78360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/dfb76df8-d796-4db4-93b7-6dc7a161b6bd_20250225T22:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm OK. Um, I have a lady on the line.
[CUSTOMER][NEUTRAL] Policy number is 727291.
[CUSTOMER][NEUTRAL] It's listed as [PII], but she goes by [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's calling to notify us of Mr. [PII]'s passing.
[CUSTOMER][NEUTRAL] She's not gotten the death certificate yet. He passed away on [PII]. Um, I explained, I gave her the care team's email. She will send that once she receives it, but she's again wanting to continue it on her own, and she probably has a question about, you know, with the premium.
[CUSTOMER][NEUTRAL] And just to make sure of anything else she may need to do. She's very overwhelmed, very sweet lady, very sweet lady.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the phone number, [PII], that's in there is in the home space. That number is no longer, they haven't had, they don't have that landline, hadn't had in a long time, but I told her we couldn't remove that yet until we got the death certificate. That cell number that's in the system, that is her cell number and the email that's on file is her email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm gonna put that in my my note too but anyway and then I helped her with her questions on claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got it.
[CUSTOMER][NEUTRAL] OK. All right, I think we covered everything. I mean, I think that, yeah, I think that's everything.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, all right, [PII], thank you very much have a good evening.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK, bye bye.