AccountId: 011433970860
ContactId: e8a341bd-c16b-46a0-b3d3-19860d1f34b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431890 ms
Total Talk Time (AGENT): 187737 ms
Total Talk Time (CUSTOMER): 152259 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e8a341bd-c16b-46a0-b3d3-19860d1f34b4_20250110T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and uh my mother has just passed away, and I'm going through a bunch of paperwork, and I found this old policy. I wanted to see if this was what the status of this policy was. Are you the person that can answer that question for me?
[AGENT][NEUTRAL] Yes [PII], I can help you with the policy. Uh, can you please give me your mama's name?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Your your mother's name?
[CUSTOMER][NEUTRAL] OK, it's [PII] This policy was actually on my dad and I have a policy number also if that'll help you.
[AGENT][NEUTRAL] OK, thank you. What is the policy number?
[CUSTOMER][NEUTRAL] It's A as in apple, R as in Romeo 17,440.
[AGENT][NEUTRAL] Thank you. And then [PII], what is your callback number just in case our call is dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And let me see if I can pull that policy in real quick.
[CUSTOMER][NEUTRAL] It said that this was done at uh.
[CUSTOMER][NEUTRAL] Oh wow, [PII].
[AGENT][NEUTRAL] Wow, that's a long time ago.
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] OK, it's searching now for that number just in case it's not able to find it with the policy number, um, can you give me social security number and it'll pull any policy that she had up in with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, yeah, let me get that on. That's I got a different place here. Let me get my phone.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, of the insured or the beneficiary?
[AGENT][NEUTRAL] Uh, go ahead and give me the insured's social security number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can give you hers also because there may be some other policies in this stack that I haven't found yet and that'll cover everything probably uh.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. And what was your father's name?
[CUSTOMER][NEUTRAL] Uh, [PII], same last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that social security number is for him, is that correct?
[CUSTOMER][NEUTRAL] That's for him, the one I gave you, yeah.
[AGENT][NEUTRAL] OK, and then what is your mother's social security number?
[CUSTOMER][NEUTRAL] OK. Let me get back to the phone.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, those social security numbers are not pulling anything in for me um as far as having any policy with us now.
[AGENT][NEUTRAL] And the last name is spelled [PII].
[CUSTOMER][NEUTRAL] And what did that what did that policy number come up with?
[AGENT][NEGATIVE] And the policy number did not pull in at all.
[CUSTOMER][NEUTRAL] OK, so yeah, the, the policy num the go ahead with your question. I'm sorry I interrupted you.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'm gonna try to look it up by the last name and the first name just to make sure that I try every option um it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][POSITIVE] No problem. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right, but no [PII]
[CUSTOMER][NEUTRAL] Yeah [PII] was her middle initial.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. So the last name is [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Yes, [PII], right?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It's searching. Oh.
[AGENT][NEUTRAL] I found her.
[AGENT][NEUTRAL] Uh, that last, yeah, that last name would sure, uh, I don't know of anybody that has that last name, so that was able to pull her right in.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] Yeah, that's.
[CUSTOMER][POSITIVE] That, OK, yeah, that's pretty unique in [PII].
[AGENT][NEUTRAL] It is, it is. OK, so looking at, um, this policy,
[AGENT][NEUTRAL] The policy is no longer active. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Wow, that's surprising she usually took care of all her business, so it just didn't get paid.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] No, the policy, um, and I say lapsed, I should say terminated. She, she could have called in and.
[AGENT][NEGATIVE] canceled the policy herself.
[CUSTOMER][NEUTRAL] 00, OK, OK, huh, all right, OK, well that's that.
[AGENT][NEUTRAL] Laps is just the word for any policy that's no longer active. I'm sorry.
[CUSTOMER][NEUTRAL] No, that's fine
[CUSTOMER][NEUTRAL] Yeah, um, OK, well that was, uh, that was, that's good then so if I find anything else with either of their names on it, it's no good because it would have come up.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um, right. That's the only, that's the only policy that I show with her name on it.
[CUSTOMER][NEUTRAL] Is that correct? I'm asking you, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did not find the policy with his name.
[CUSTOMER][POSITIVE] Yeah, alright, well that hopefully that'll eliminate a few more in this giant stack of stuff that I have.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you very much for your help.
[AGENT][POSITIVE] You're welcome, [PII], and I appreciate you calling [PII]. I'm very sorry to hear about her passing, but you, if you need anything else, just call us like I just did. We'll help you all we can to try to figure it out with you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright I appreciate it you have a great day and happy [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII] to you too. You have a wonderful weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye-bye, [PII].