AccountId: 011433970860
ContactId: f56b13a9-312e-41dc-8d35-5242f5be010d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282480 ms
Total Talk Time (AGENT): 80523 ms
Total Talk Time (CUSTOMER): 110599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f56b13a9-312e-41dc-8d35-5242f5be010d_20250224T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was just calling to check on the policy number.
[AGENT][NEUTRAL] To check on a policy number?
[CUSTOMER][NEGATIVE] Yes, for my, my cousin. She passed away [PII].
[AGENT][NEUTRAL] OK. And your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And are you the beneficiary, [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm not sure. I haven't seen any paperwork showing that, but I've been handling all her paperwork and closing out her accounts and making sure there's no OR drafts been taken out.
[AGENT][NEUTRAL] OK. You said that
[AGENT][NEUTRAL] OK. And you said the passing date is the [PII]?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] I'm sorry, that's OK, that's what I was want. OK, and spell spell the first and last name of the deceased.
[CUSTOMER][NEUTRAL] This year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And did you say you're just a friend?
[CUSTOMER][NEUTRAL] No, I'm her cousin.
[AGENT][NEUTRAL] You're her cousin. OK. What's your, what's your last name, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what state, uh, did [PII] reside?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Do you know what type of policy she had?
[CUSTOMER][NEUTRAL] Uh, let's see, this one is, um, American Public Life Insurance.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And do you know what type of policy?
[CUSTOMER][NEUTRAL] I'm not sure, no.
[CUSTOMER][NEUTRAL] I'm just going through all her paperwork and trying to find out what's going on.
[CUSTOMER][NEUTRAL] It says life, so I just assume it was a life policy.
[AGENT][NEUTRAL] Yeah, the name of the insurance company is American Public Life, but we offer several products. Um, what is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Who hers?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, she was uh [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I do have the death certificate.
[CUSTOMER][NEUTRAL] If you need to know that.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] How do you spell your name, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you call on [PII]?
[CUSTOMER][NEUTRAL] I did and they said something about she closed this account, but it was open for over 10 years.
[AGENT][NEUTRAL] Yeah, it's no longer active.
[CUSTOMER][NEUTRAL] OK, and do you know what date she closed it?
[AGENT][NEUTRAL] Well, because we don't show you as the beneficiary, we can't disclose any information but it, it was, it's, it's, it's no longer active.
[CUSTOMER][NEUTRAL] OK. OK. I'm gonna write down here. It's closed and no further information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, yeah, it's not, it's no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that means she closed it, right?
[AGENT][NEUTRAL] It means that the policy is not active.
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] She no longer has the policy with us.
[CUSTOMER][POSITIVE] Yeah, OK. Got you. OK, thank you, ma'am.
[AGENT][POSITIVE] Uh, you're welcome, [PII]. Anything else?
[CUSTOMER][NEUTRAL] And you're
[CUSTOMER][POSITIVE] No, I'm good.
[AGENT][POSITIVE] Alright, alrighty, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I thought I had hung up. Oh, it's [PII], it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much and have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Uh bye-bye