AccountId: 011433970860
ContactId: f2eebe72-9dcb-4386-a053-e09494a356d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131350 ms
Total Talk Time (AGENT): 65068 ms
Total Talk Time (CUSTOMER): 62097 ms
Interruptions: 2
Overall Sentiment: AGENT=3.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f2eebe72-9dcb-4386-a053-e09494a356d5_20250124T22:44_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] Hi [PII], my name is [PII]. How are you this afternoon?
[AGENT][POSITIVE] Hey, I'm doing so wonderful, Miss [PII]. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing well. I need to report a death for a deceased and get a good fax number where to submit an assignment.
[AGENT][POSITIVE] Yeah, I can definitely get you that fax number, Ms. [PII], and our fax number here is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so sorry. Now that I'm not looking at it, I don't have it memorized. [PII].
[CUSTOMER][POSITIVE] I'm so sorry
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 5940.
[CUSTOMER][POSITIVE] OK awesome alright well and I need to make sure that that's been reported thank you.
[AGENT][POSITIVE] Oh yeah, my pleasure. Um, do you have, do you have the policy number by any chance?
[CUSTOMER][NEUTRAL] Yeah, I've got, come on, 154356.
[AGENT][NEUTRAL] 154356, is that it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what was the insured's name that you're reporting the death on?
[CUSTOMER][NEUTRAL] First name is [PII], that's [PII] Middle name is [PII], last name [PII]
[AGENT][POSITIVE] Thank you so much. And um can I just ask two more questions?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Um, do you know [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, thank you. And are you calling on behalf of the funeral home?
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] Yes, I'm, I'm with Heritage Memorial funding we are um taking an assignment.
[AGENT][NEUTRAL] Heritage memorial funding you said?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Perfect thank you so much for um calling and reporting that and then sending the death certificate you can fax that um and then we will be able to process everything from there.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, sounds good to me.
[AGENT][POSITIVE] Thank you you have such a wonderful afternoon and a great weekend.
[CUSTOMER][POSITIVE] Yes ma'am, you as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.