AccountId: 011433970860
ContactId: fb9bc153-d17a-4202-a228-e472e6e254d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145149 ms
Total Talk Time (AGENT): 36102 ms
Total Talk Time (CUSTOMER): 57538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/fb9bc153-d17a-4202-a228-e472e6e254d7_20250415T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, this is [PII] with Brown McGee Funeral Home, and I need to check to verify a policy. I'm not sure if it's a life or a health policy.
[AGENT][NEUTRAL] OK, do you have by chance have a policy number?
[CUSTOMER][NEUTRAL] Um, it looks like it may be A as in Alpha, E as in Echo, 5765.
[AGENT][NEUTRAL] Um, yeah, it's not one of our numbers. Do you have, uh, maybe a social or a last name?
[CUSTOMER][NEUTRAL] I do have a social. Um, it is going to be [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So it's one of the old American Public Life Insurance Company policies from [PII].
[AGENT][NEUTRAL] OK, let me see if we've got anything under it.
[AGENT][NEUTRAL] Uh, what was the, um, insured's name?
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A doodle.
[AGENT][NEUTRAL] Uh, looks like, uh, it's an old cancer policy that terminated in [PII].
[CUSTOMER][NEUTRAL] Alright y'all have nothing else for?
[AGENT][NEUTRAL] Uh, let's see, I've got one more policy. Let me see what this is.
[CUSTOMER][NEUTRAL] So I didn't get a mess, but I know where everything is. It's not organized chaos. There's a lot of, a lot of people that do that. In fact, I do that a lot.
[CUSTOMER][POSITIVE] I do my stuff. I know where it's at. Mhm. Like if I'm not here and they call me about something, like, all right, good move this stack and you'll see it laying right there. Don't touch nothing else. And put it back.
[AGENT][NEUTRAL] Looks like this was an old intensive care policy, critical care policy, and that terminated also in [PII].
[CUSTOMER][POSITIVE] All right then, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] That's fine. Now we.