AccountId: 011433970860
ContactId: e99ae442-a1be-4572-86e5-0aa74923b603
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221169 ms
Total Talk Time (AGENT): 73513 ms
Total Talk Time (CUSTOMER): 60687 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e99ae442-a1be-4572-86e5-0aa74923b603_20250226T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling about my wife's policy. Her name is [PII].
[CUSTOMER][NEUTRAL] Her policy number is 698499.
[AGENT][NEUTRAL] Can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, the number you got probably.
[AGENT][NEUTRAL] We just have to um verify, um, so that the [PII]?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm just um trying to verify to see if you're um on the policy, um, so give me.
[CUSTOMER][NEUTRAL] Oh, I'm not on it. It's just something we've had.
[CUSTOMER][NEUTRAL] I think it was a cancer policy or something like that. I don't know.
[AGENT][NEUTRAL] OK, can you verify her
[CUSTOMER][NEUTRAL] Um, the reason
[AGENT][NEUTRAL] Her date of birth?
[CUSTOMER][NEGATIVE] The reason I'm calling for [PII]. She's passed away and I'm gonna cancel that.
[AGENT][NEUTRAL] OK, I apo I apologize for your loss. Um, what was the, um, day that she passed away?
[CUSTOMER][NEUTRAL] Premium.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, can you just verify the address and I can get you sent over to the um customer service department.
[CUSTOMER][NEUTRAL] You want my address?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one second. I'll get you over to the customer service department, um, and they can further assist you, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the claims department. Um, I have a member, well, a caller calling wanted to um cancel a policy.
[AGENT][NEUTRAL] The two men being deceased.
[AGENT][NEUTRAL] Um, so the policy number is 698499.
[CUSTOMER][NEUTRAL] All right. And who do we have on the line?
[AGENT][NEUTRAL] Um, we have [PII] on the line.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I guess it was his wife who passed away.
[AGENT][NEUTRAL] Yeah, he said that she passed away [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. I can go ahead and take the call. Thank you. 00, wait, what is a good callback number? Is it the one ending in [PII] good?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] OK. All right. Got it. Thank you.
[AGENT][NEUTRAL] Uh.