AccountId: 011433970860
ContactId: fbf4dd88-683e-41a7-85df-91e3ccdaa105
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237940 ms
Total Talk Time (AGENT): 78357 ms
Total Talk Time (CUSTOMER): 75633 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/fbf4dd88-683e-41a7-85df-91e3ccdaa105_20250113T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], I'm trying to check on a claim or um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the, the, the deceased person is [PII]. Um, my name is [PII]. I'm the beneficiary.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And what was your, your name again, please? I was writing [PII]'s name down. Uh, what was your name one more time, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the policy number please, Miss [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, sent the policy in. I'm sorry, I don't know, have the.
[CUSTOMER][NEUTRAL] I didn't write it down. I don't have the policy number with me. I, I, I mailed it in.
[AGENT][NEUTRAL] OK, what is [PII]'s social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can pull it in that way.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your uh date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The original, the original address was um [PII].
[CUSTOMER][NEUTRAL] Um, it was changed to
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] It was changed to [PII].
[AGENT][NEUTRAL] Yes ma'am, I do see that and and then what is the.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Callback number just in case our phone call gets disconnected.
[CUSTOMER][NEUTRAL] The call back number is um [PII] which is mine. I also have his number um is still on that number is [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying the policy for me. So looking at the policy, it looks like there was a check that went out on [PII].
[CUSTOMER][NEUTRAL] OK, um, and it went to [PII]?
[AGENT][NEUTRAL] Let me look up and see.
[AGENT][NEUTRAL] Yes, ma'am. It went to [PII] and the check is in your name.
[CUSTOMER][NEUTRAL] OK, are you able to tell me the, the amount of the check?
[AGENT][POSITIVE] Yes ma'am, I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The amount is $24,903.25.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's what I was expecting thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] You're welcome you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Bye bye.