AccountId: 011433970860
ContactId: fc07791f-c8d6-4e3b-878a-01020484b9c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106879 ms
Total Talk Time (AGENT): 55287 ms
Total Talk Time (CUSTOMER): 70072 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/fc07791f-c8d6-4e3b-878a-01020484b9c1_20250425T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], it's [PII] calling from uh Live Oak Insurance. I've got a message that you had called in regards to Ms. [PII].
[AGENT][NEUTRAL] Yes, yes, ma'am. Thank you for calling me back. Yeah, I had called because we got the Simon, we got the life claim form, but we don't have the death certificate. So I was trying to see what was going on.
[CUSTOMER][NEUTRAL] Right, and
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, and I pulled the file as soon as I saw the note and who it was about, so I pulled the file and I noticed there's no death certificate, not sent everything a long time ago. So I called [PII], which is our sister funeral home. It's like, Hey, what about the death certificate for Ms. [PII]? I'm sure that's what they want. And she started looking. She goes, Oh yeah, we have it, I guess they just forgot to send it to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But they did just now send it to me so do you have an email like a direct email I can uh email it to you? You want me to fax it? How do you want me to get it to you?
[AGENT][NEUTRAL] Well, you can, you have to be, it have to be faxed, you know, it has to be faxed. And that fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] 3365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, so the same place I faxed everything else, right?
[AGENT][POSITIVE] Yes, that's correct, uh, that is correct. Uh, and, and makes your policy number be on there. Yeah, we got the assignment and we got the life claim.
[CUSTOMER][NEUTRAL] OK, now, um, uh, you have, you have everything else.
[CUSTOMER][NEUTRAL] OK, so you have everything else, so just the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK very good well you can look for it in the next.
[AGENT][NEUTRAL] Yeah, and make sure her policy number be, OK, make sure her policy number be on that fax so they can get it on, on, OK?
[CUSTOMER][NEUTRAL] I sure will.
[CUSTOMER][NEUTRAL] OK, it'll be on the cover sheet, the fax cover sheet, is that OK?
[AGENT][POSITIVE] That's good. That that's good, that's good. Thanks to me, [PII].
[CUSTOMER][POSITIVE] OK, OK, Miss [PII], I'm doing it right now, honey.
[AGENT][POSITIVE] OK, thank you Ms. [PII]. All right, bye-bye.
[CUSTOMER][POSITIVE] OK, have a blessed afternoon bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.