AccountId: 011433970860
ContactId: f4a3f12e-2505-4246-bb4c-28b621ffb349
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193500 ms
Total Talk Time (AGENT): 83768 ms
Total Talk Time (CUSTOMER): 77978 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f4a3f12e-2505-4246-bb4c-28b621ffb349_20250204T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I'm trying to check on intensive care policy. I think that's the last thing we got to deal with.
[AGENT][NEUTRAL] OK. Are you uh an insured?
[CUSTOMER][NEUTRAL] I'm the daughter-in-law.
[AGENT][NEUTRAL] You have
[AGENT][NEUTRAL] OK uh what's a good call back number for you [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, it's the intensive care policy 62062.
[AGENT][NEUTRAL] 62062.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, one moment, and one moment while I pull that up and you have some questions about that policy?
[CUSTOMER][NEGATIVE] I'm just trying to see if they processed it or what we're doing on it. This is thank [PII] she passed, so this is the last thing we're, we're doing with deal.
[AGENT][NEUTRAL] Oh, you, you, there was a, oh, OK. All right. Well, I'm sorry to hear that. My condolences, so, uh, let's take a look and see. So you're just calling to check the status. What is the policyholder's name and date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is, what was her address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And did you know her email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that is correct. So give me one moment to take a look at the status of this coin.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, and what was your last name, Miss Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was, did she have only one living child?
[CUSTOMER][NEUTRAL] She had one living child and a spouse.
[AGENT][NEUTRAL] Uh-huh. And what was the, uh, spouse's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the son is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. All right. Well, I'm showing that that claim processed.
[AGENT][NEUTRAL] And it processed. I can't give you any details because I will have to speak to the, the person who the uh check was made out to but it processed on [PII] just yesterday.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Uh, well, I'm assuming it's.
[CUSTOMER][NEUTRAL] OK, alright, well I just want to be able to tell them to be watching for it or not be watching for it or see if you needed anything else because I'm the one having to send everything in so I'm the one stuck with following up.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. All right. Anything else I can help you with today?
[CUSTOMER][POSITIVE] So, OK, I will for it thank you so much.
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL Miss [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.