AccountId: 011433970860
ContactId: ed8e324e-e14d-42f6-816f-8e95c0fb214c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135240 ms
Total Talk Time (AGENT): 59548 ms
Total Talk Time (CUSTOMER): 65188 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ed8e324e-e14d-42f6-816f-8e95c0fb214c_20250121T22:36_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, hold on, [PII], just a second.
[CUSTOMER][NEUTRAL] Um, I am trying to find out, my sister-in-law's passed away. Are you a, a life insurance provider?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, we do have some life insurance policies and I'm very sorry to hear about your sister-in-law passing.
[CUSTOMER][NEUTRAL] Um, I have a policy number. We're just kind of going through her paperwork and trying to, uh, take care of details, notify people, and just whatever. um, there's a policy number 01624611.
[AGENT][NEUTRAL] OK, yeah, let me look into that.
[CUSTOMER][NEUTRAL] Can you check that?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Absolutely. And may I have your name real quick as well, ma'am?
[CUSTOMER][NEUTRAL] Sure, I'm [PII]. My husband, [PII] is her brother.
[AGENT][POSITIVE] Perfect. And Ms. [PII], do you mind if I also get a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you. I appreciate that. And um what is your sister's name today?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. So I was able to pull that policy up. Um, it looks like uh Ms. [PII] has that policy has not been active with us since [PII].
[CUSTOMER][NEUTRAL] Is she what now, please?
[AGENT][NEUTRAL] Um, that that policy, it, uh, terminated on our end in [PII], so she hasn't had it for quite a few years, but it was not, it wasn't a life insurance policy either. It was just an accident policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you. That's one more piece of paper I can discard. Thank you very much for checking.
[AGENT][POSITIVE] It's my pleasure. You know, thank you for calling and I wish you the best of luck and you have my sincerest condolences.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you very much. Goodbye.
[AGENT][POSITIVE] My pleasure. Bye-bye.