AccountId: 011433970860
ContactId: f4417f84-d165-4dc9-a223-6dfb6d42856d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157660 ms
Total Talk Time (AGENT): 28133 ms
Total Talk Time (CUSTOMER): 59551 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f4417f84-d165-4dc9-a223-6dfb6d42856d_20250505T19:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, my dad has a life insurance policy with you guys and um, he has, he passed away yesterday and we're looking to try to print off a claim form.
[AGENT][NEUTRAL] OK. Uh, do you have?
[CUSTOMER][NEUTRAL] If that's possible.
[AGENT][NEUTRAL] You have his policy number?
[CUSTOMER][NEUTRAL] Uh, I do.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, SS 51,525,290.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What's his last name? Or do you have his social?
[CUSTOMER][NEUTRAL] Um, [PII], I do not have a social.
[AGENT][NEUTRAL] OK, what, uh, how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, I do have a social actual I do.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, you do you need it now or?
[AGENT][POSITIVE] Yeah, that would be great.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh no, see like if you like that.
[AGENT][NEUTRAL] I'm not pulling up that social. Let me try his name. Hold on one moment. And that was [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is American Progressive, am I correct?
[AGENT][NEUTRAL] Uh, no, this is American Public Life.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] We have the wrong insurance company.
[AGENT][NEUTRAL] Yeah, because I'm not pulling him up in our system.
[CUSTOMER][POSITIVE] OK, so sorry, thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.