AccountId: 011433970860
ContactId: eedcb8af-3632-4728-8f0e-4fac610f3109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552049 ms
Total Talk Time (AGENT): 128621 ms
Total Talk Time (CUSTOMER): 57473 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/eedcb8af-3632-4728-8f0e-4fac610f3109_20250611T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And my aunt recently passed away, and we found some old records about uh an American public life insurance policy. I just wanted to see if it's possible to see if that policy is valid still.
[AGENT][NEUTRAL] OK and who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh AR 4813.
[AGENT][NEUTRAL] 4813.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, I'm not showing that policy number. Um,
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] Uh yes, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that wasn't there. Let me see.
[AGENT][NEUTRAL] Give me one moment, I'm still searching, OK?
[AGENT][NEUTRAL] And you said it's [PII]?
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what state was she in?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what is your last name?
[CUSTOMER][NEUTRAL] Uh [PII], [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, let me see what I need to, what you'll need to do. Give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And have you uh filled out a loss of life claim form or anything?
[CUSTOMER][NEUTRAL] No, no, nothing yet.
[AGENT][NEUTRAL] Uh, like that just yet, OK, OK, so what you'll do.
[AGENT][NEUTRAL] If you go to [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] You'll fill out the loss of life claim form.
[AGENT][NEUTRAL] Um, and then I'll give you the policy number because the policy number you gave me, um, I wasn't able to find it that way. So I have the, I have an updated policy number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, the updated policy number is 15.
[AGENT][NEUTRAL] 1114.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 151114
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And on that, uh,
[CUSTOMER][NEUTRAL] So you were able to find the.
[AGENT][NEUTRAL] Right, uh, the policy, um, is older, so the, it was harder to find it through that older number, so that's the updated number, it'll be a lot easier to find, um.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] On the claim form on our website, it'll have all the documents that you'll need uh to fill it out. I will, I do know that you will need to give the certificate of death, um, and there's a few other things I know you'll need um but it should all be listed out there and then it has on the bottom of the claim form it has where you can send it, it has our PO box, um, and our fax number for where you can fax or mail the claim form to us. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I think that's it for the moment.
[AGENT][POSITIVE] Alright well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.