AccountId: 011433970860
ContactId: f99ed0bc-59c9-4d2a-ac1c-fe09ffa5cab2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143240 ms
Total Talk Time (AGENT): 36854 ms
Total Talk Time (CUSTOMER): 61393 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f99ed0bc-59c9-4d2a-ac1c-fe09ffa5cab2_20250612T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was trying to call to file a, uh, a claim. Um, my brother [PII], he passed away and uh we was trying to, uh, yes, we was trying to call them to uh, uh, file, file, file a claim so that we can bury him.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII] And uh I have here, right, I have with me is [PII]. Her name is [PII].
[AGENT][NEUTRAL] OK, uh, what is the policy number, please?
[CUSTOMER][NEUTRAL] I don't know. That's, that's the thing we was trying to call to get there. We knew he had some insurance, insurance there, but we don't have no information, so they gave us the number to call you all.
[AGENT][NEUTRAL] OK. Do you have his social?
[CUSTOMER][NEUTRAL] We change stuff.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] Brother's name was?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] One moment.
[AGENT][POSITIVE] And I'm so sorry for your, uh, your loss.
[CUSTOMER][POSITIVE] Yeah thank you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] He actually, he actually passed away, got sick at work.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh, well, I don't show he had a life policy with our company. Uh, he only had benefits for limited medical and disability.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, alright, alright.
[AGENT][NEUTRAL] OK, well