AccountId: 011433970860
ContactId: f27259a2-dd03-4527-a585-d51bae9be960
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243639 ms
Total Talk Time (AGENT): 108400 ms
Total Talk Time (CUSTOMER): 106505 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f27259a2-dd03-4527-a585-d51bae9be960_20250115T17:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], uh, my cousin had a policy out with you and she passed away last Friday.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] And I was just calling. Is this just an accident or or a bank, a health like hospital policy?
[AGENT][NEUTRAL] OK, so your cousin was the insured and she passed away last week and you're trying to find out what type of policy it was?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes ma'am, I can help you with this, but first I'll need to get some information from you, um, and also verify several things for security and then we can go from there and I will explain to you the next steps of the process, OK? So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you spell your last name for me, [PII] to make sure I get it correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your cousin's policy number?
[CUSTOMER][NEUTRAL] I do. It's, uh, policy number is 00944731.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Miss um [PII] to get this policy information pulled up, then I will have to verify several things with you as I explained for security purposes first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you could first please verify your cousin's, the insured's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII] It's [PII].
[AGENT][NEUTRAL] Mhm. OK. Her date of birth?
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, so her home mailing address and phone number.
[CUSTOMER][NEUTRAL] Her mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mhm, thank you.
[AGENT][NEUTRAL] And her phone number, please.
[CUSTOMER][NEUTRAL] OK, I see that on here. Hold on just a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Um, her phone number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much for verifying all of that information. OK, so I can't provide any information, Ms. Going on this policy other than I can just let you know that this policy was no longer active.
[CUSTOMER][NEGATIVE] It was no longer active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK then.
[AGENT][NEUTRAL] Yes, ma'am. That's, that's an old um policy that she had had in the past with us.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well, did she have a new policy with you?
[AGENT][NEUTRAL] But again,
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, no, uh, business insurance or anything.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] There was no other policy other than this one policy ever with a pill that I see in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Well, thank you for your help and your information. I'll let my lawyer know that.
[AGENT][NEUTRAL] For you?
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. And again, I am very sorry for your loss.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.