AccountId: 011433970860
ContactId: 092a3e9f-d840-46d8-b4f9-b03cf3950b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315489 ms
Total Talk Time (AGENT): 94226 ms
Total Talk Time (CUSTOMER): 194253 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/092a3e9f-d840-46d8-b4f9-b03cf3950b81_20250205T20:49_UTC.wav
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[AGENT][NEUTRAL] This is So[PII]How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey, yes ma'am. My name is Ja[PII]I was talking to some of y'all's, um, customer service reps about, um, I'm supposed to be faxing over my father's death certificate, and I, I was wondering if it would be easier for me to email it to the lady that's supposed to be handling my case, um, but I don't remember her name and I was wondering if it may be like um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like in y'all system somewhere like a note or something.
[AGENT][NEUTRAL] Mhm, what's your name?
[CUSTOMER][NEUTRAL] Or do, because I don't J [PII].
[AGENT][NEUTRAL] [PII]nd let me
[AGENT][NEUTRAL] Let me get your policy number, Ja[PII].
[CUSTOMER][NEUTRAL] Oh, I, I, I don't know, it's not for me. What hey, my mom and dad had the policy and both of them are deceased and evidently it's been coming out for several years, um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me the name that the policy is under.
[CUSTOMER][NEUTRAL] Uh da[PII].
[AGENT][NEUTRAL] [PII] [PII]ive me a second to look up that policy and what's your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 50[PII].
[CUSTOMER][NEUTRAL] 99[PII]
[CUSTOMER][NEUTRAL] [PII]1[PII]Yeah, I was supposed to have my, I was supposed to have the power of attorney over my sister faxed, I think, and then this, um, definitely ski fax, but uh I was gonna see if I could email it to the lady who's over the south part of the states I guess is who they said. I can't remember her name. I'm sorry.
[AGENT][NEUTRAL] OK. Give me just
[AGENT][NEUTRAL] OK, you spell the last name for me again, Br[PII]You said B [PII].
[CUSTOMER][NEUTRAL] [PII],[PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 00[PII].
[AGENT][NEUTRAL] [PII]h.
[AGENT][NEUTRAL] Are you saying BY[PII]?
[CUSTOMER][NEUTRAL] D [PII].
[AGENT][NEUTRAL] [PII]K.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know what type of policy it was?
[CUSTOMER][NEUTRAL] It's a dental policy I think is what the lady told me.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's my understanding that could be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] He'd been getting charged for the last 20 years and he's been dead.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] See, and give me the, the former date of birth for De[PII].
[CUSTOMER][NEUTRAL] Um, February, uh, hold on, let me look it up. Give me one second, hold on.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hey, are you, are these jury trials you have that?
[CUSTOMER][NEUTRAL] Fe[PII]uh, let me hold on so I get the year.
[AGENT][NEUTRAL] You say De[PII]s your father?
[CUSTOMER][NEUTRAL] Da[PII] my dad, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need the year?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have it on my phone. I'm just trying to find the picture of it hold on for me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This season?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh, well, I'm about to call to see if I can get overly out there and because the troopers out there. I'll let you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Fe[PII]I'm sorry.
[AGENT][NEUTRAL] OK, I'm gonna give you an email to send it to, um, Ja[PII].
[CUSTOMER][NEUTRAL] OK, uh, yes, ma'am. Hold on, I'm sorry, how was it ready?
[AGENT][NEUTRAL] OK, you're right. Let me, it's OK, just let me know when you're ready.
[CUSTOMER][NEUTRAL] My secretary wasn't ready.
[CUSTOMER][NEUTRAL] No, uh, no, what, what's that email?
[AGENT][NEUTRAL] No rush.
[AGENT][NEUTRAL] OK, it's Ca[PII]That's all together, C [PII].
[CUSTOMER][NEUTRAL] [PII]h.
[CUSTOMER][NEUTRAL] Well, I think I have that one. I thought they said the lady's name was like Wh[PII]r something that was handling it and so I didn't know if it needed to go directly to her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, send it to the care team email address and we'll get it to direct it to the correct area. Let me give you the policy number as well.
[CUSTOMER][NEUTRAL] I, I'm not sure.
[CUSTOMER][NEUTRAL] Ca[PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's what I have, um.
[AGENT][NEUTRAL] Mhm and you said that you're sending over the um.
[CUSTOMER][NEUTRAL] It's gonna be his death certificate.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's that policy number?
[AGENT][NEUTRAL] It's 614-373.
[CUSTOMER][NEUTRAL] 614
[AGENT][NEUTRAL] 373.
[CUSTOMER][NEUTRAL] 373 alright I'll get an email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and is this for, for dad?
[CUSTOMER][NEUTRAL] Well, yeah, well, my mom passed away too, so they were supposed to be stopping it, I believe she passed away on the 3r[PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But when I was calling, I, we didn't realize that it was for my dad had been when my dad passed away in 20[PII]hat he was still having that money taken out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Being drafted? Mhm. OK.
[CUSTOMER][NEUTRAL] Yeah, so like, hey, we owe you some money, but we need a death certificate and because my sister's special needs, they were just gonna try to, uh, cut the check to me, but so.
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so the, so the depth search you're sending over is for your father.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. I haven't got the one for my mother yet.
[AGENT][NEUTRAL] OK, I just wanted to put that in my note. OK, I just want to put that in the notes.
[CUSTOMER][POSITIVE] Yeah, that's no problem. I'll be back. I'll be, uh, I'll be scanning it and emailing it right now.
[AGENT][POSITIVE] OK. All righty.
[CUSTOMER][POSITIVE] Alright alright I appreciate it.
[AGENT][NEUTRAL] Uh-huh. You're welcome, Ja[PII]Anything else?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] No ma'am I don't believe so.
[AGENT][POSITIVE] OK, th[PII]nk you for calling APL have a good day.
[CUSTOMER][POSITIVE] Uh thank you.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.