AccountId: 011433970860
ContactId: 0205873a-23d3-4285-8d1b-495847d03d0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486839 ms
Total Talk Time (AGENT): 120154 ms
Total Talk Time (CUSTOMER): 132637 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0205873a-23d3-4285-8d1b-495847d03d0f_20250110T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to verify I talked to Memory uh last week and my mom sent in a letter.
[CUSTOMER][NEGATIVE] A ban a death certificate that my father died on the [PII] I mean I'm sorry, [PII] [PII] and she's been paying double coverage ever since he passed away and I was just calling to verify she said they were gonna cut us a check or cut mama check and um send it to her and she said she was gonna send me an email but I've never received an email yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, well I will be happy to check that for you. Do you have your mom's policy number available?
[CUSTOMER][NEUTRAL] I do. It's 587-886.
[AGENT][NEUTRAL] And what is your mom's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you and what is her mailing address?
[CUSTOMER][NEUTRAL] It's [PII] I'm sorry [PII].
[AGENT][POSITIVE] All right, thank you. And your name?
[CUSTOMER][NEUTRAL] [PII], I'm her daughter.
[AGENT][POSITIVE] Thank you [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my cell is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] And I called on the [PII], [PII].
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me just check with memory to see.
[AGENT][NEUTRAL] If you bear with me just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you spell your last name, Miss [PII]?
[CUSTOMER][NEUTRAL] My name
[AGENT][NEUTRAL] Mhm. Your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, so let's see, bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am checking on that if you'll just, if you don't mind, I'm gonna put you on a brief hold and see.
[AGENT][NEUTRAL] And wait for her reply. Would that be OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fine thank you.
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII]. One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], if you don't mind holding just one moment, I'm going to transfer you to memory if you don't mind.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a great day. One moment please, ma'am.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is Memory in customer service. How may I help you?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hey, I'm not gonna just drop a call on you, or not intentionally anyway.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I never can tell, so I always do the whole spiel.
[AGENT][NEUTRAL] I hear you. I don't blame me. I do too, but I'm, I'm not gonna do it intentionally.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But you're ready for Ms. [PII]? I've got a callback number if you'd like that as well.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And was Miss, is Miss [PII] with her?
[AGENT][NEUTRAL] You know, I didn't check she just said that they were waiting for an email and they haven't received one and so she was just calling to check on the status of it.
[CUSTOMER][NEUTRAL] An email
[AGENT][NEUTRAL] So I haven't
[CUSTOMER][NEUTRAL] Uh, I think I told her I'd send her the amount, but since it was a good hunk of change, I had to get it approved by [PII], and that was right around the end of the year and I just got the approval, so yeah, mhm, but.
[AGENT][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] So I didn't, you know, ask for from I haven't revealed anything, so I haven't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As for
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Anyway, are you ready for it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. Thank you, [PII]. One moment, let me get her on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your patience, Miss [PII] and I'm sorry, Miss [PII]. I do have [PII] on the line and she's going to assist you further. Y'all have a wonderful day.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], my name is [PII] in customer service. How are you doing today? Hey, I'm good. How are you? I was just checking out with you because.