AccountId: 011433970860
ContactId: 07ae8e20-ccfd-4188-b90f-1c34e9725a05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1035338 ms
Total Talk Time (AGENT): 252289 ms
Total Talk Time (CUSTOMER): 110853 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/07ae8e20-ccfd-4188-b90f-1c34e9725a05_20250314T22:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, who would I speak to regarding um my son passed away, he left me as the beneficiary. I just received it thank you.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] I just received the check, but they sell lasagna wrong.
[CUSTOMER][NEGATIVE] They have the names, one of the letters are incorrect in my name on the check. Who would I speak to about that?
[AGENT][NEUTRAL] Uh, what is that check number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] 22032035.
[AGENT][NEUTRAL] OK, and the amount?
[CUSTOMER][NEUTRAL] 58,890.
[AGENT][NEUTRAL] OK, give me one quick moment.
[AGENT][NEUTRAL] P A B I.
[AGENT][NEUTRAL] Just gonna see who issued it um.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] When I sent in all the paperwork, I sent in a copy of my driver license.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] See, give me one quick moment. I'm gonna pull up um [PII].
[AGENT][NEUTRAL] And your son was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you spell [PII] And what's the correct spelling of your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh let me see what you would need to do. Give me one quick moment. I'm just looking to see.
[AGENT][NEUTRAL] What to do with the incorrect. The only thing I can think of, but I just want to double check. Give me one moment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, and let me see if I can get um a representative that can tell me what the next step would be. Do you mind holding for a moment?
[CUSTOMER][POSITIVE] No problem, yeah.
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Oh, I hope she's here. I said she's green.
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][POSITIVE] Come on. Oh, OK, she's here, so hopefully she give me an answer. I'm so sorry. Thank you for being so patient with me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me
[AGENT][NEUTRAL] We have
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] This spell my typo and the whole name incorrect, um.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] You said [PII], correct?
[CUSTOMER][NEUTRAL] No, no, no, no, no, you guys have a copy of the driver license when I sent everything over it's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] And I wrote that down and I still got it wrong.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Lord, it's a Friday.
[CUSTOMER][NEUTRAL] Um [PII] [PII] [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me pull up the claim, that way I can show her.
[AGENT][NEUTRAL] Did he even wrote it out on your.
[AGENT][NEUTRAL] Even spelled it on the acknowledgement letter. Let me look for that, um, so I can show her so she.
[AGENT][NEUTRAL] Can get this taken care of give me one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, let me put you on a quick hold, OK?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] It was an accident.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I'm looking through because it's 97 pages. I'm assuming it's gonna be the last page because it's on an accident policy.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Trying to see if I can find another.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she even wrote down her name too.
[AGENT][NEUTRAL] Yeah, she sent in a driver's license.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Will it be like um correspondence?
[AGENT][NEUTRAL] Alright, let's see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] This thing is so slow.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, she has her driver's license and the claim.
[AGENT][NEGATIVE] Ew, that sucks. Oh, so what she would have someone in the group would have to.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That's racked up.
[AGENT][NEGATIVE] Oh wow, this is horrible. He was
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Even him, her, her name is spelled right on the on the death certificate.
[AGENT][NEUTRAL] I don't know, I know, yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So just um send a her request, get her phone number and have her uh tell us.
[AGENT][NEUTRAL] OK, and get in contact with her. OK.
[AGENT][NEUTRAL] OK, assigned to [PII]. What's her last name?
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] No, she's on the phone like I'm on the phone, yeah.
[AGENT][NEUTRAL] Because she started talking.
[AGENT][POSITIVE] I want to get you, I don't want to stop you while you're flowing.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Send a note to exam, OK.
[AGENT][NEUTRAL] And so she don't need to send back the check or anything?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, I'll do that. All right.
[AGENT][NEUTRAL] Oh no. Alright, thank you, bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] All right, thank you so much and I appreciate your patience. Um, I was just speaking with a representative, um, and what she said you can do is send a letter and a copy of that or not copy, send a letter along with that check and just saying that we had the name spelled wrong incorrectly because uh the way we had your name spelled was from the group. So, but just send a note along with that check and we'll get that taken care of.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, a second. OK, not a problem, um, the address, the same address I've been sending everything to.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The address.
[CUSTOMER][NEUTRAL] The same OK, here it is. A mirror on the [PII]. I don't have my glasses on, but it's the same as on the um insurance card on the policy card.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you for your time and patience, enjoy your weekend.
[AGENT][POSITIVE] Oh, you too. We're so sorry for that, uh, and we'll get it taken care of. I apologize for that.
[CUSTOMER][POSITIVE] Alright, thank you much.
[AGENT][POSITIVE] Thank you, ma'am. Have a great weekend.