AccountId: 011433970860
ContactId: 132831d6-8810-432f-89e4-0aed5652084c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1460770 ms
Total Talk Time (AGENT): 452452 ms
Total Talk Time (CUSTOMER): 162274 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/132831d6-8810-432f-89e4-0aed5652084c_20250609T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling about my um.
[CUSTOMER][NEUTRAL] Mother's policy, I mean her policy her claim that she that I filed for her.
[AGENT][NEUTRAL] OK, I can help you with claim status. Um, what is your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 9AP.
[CUSTOMER][NEUTRAL] 182637
[AGENT][NEUTRAL] I'm sorry, you said 98, and then what was after the 1st 8?
[CUSTOMER][NEUTRAL] P as in 9, A as in apple, P as in Paul.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 9 AP OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, that's OK. Give me just one moment.
[AGENT][NEUTRAL] OK, and you're looking for the claim status of
[AGENT][NEUTRAL] Uh, what's her name?
[CUSTOMER][NEUTRAL] Yeah, I submitted a claim.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you verify her date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I had filed a claim and then about a week later got a letter back saying that since she had passed away they didn't have any, you know, letters of testamentary listing me as the executor or anything so I faxed all that information back and it's been 3 weeks now and I haven't heard anything so I was just calling to check on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] OK, let me look here.
[AGENT][NEUTRAL] And you said you did send in a death certificate and everything that you needed to get done?
[CUSTOMER][NEUTRAL] Mhm. I that's in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just got the stack.
[CUSTOMER][POSITIVE] Yeah, I, everything that was asked for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and
[CUSTOMER][NEUTRAL] Then I got a letter back saying the things that they needed and so I faxed the letters of testamentary.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where they should send the check that I was executive all of that stuff and I faxed that back in.
[AGENT][NEUTRAL] OK, OK, I just wanted to make sure.
[AGENT][NEUTRAL] Let me check on that real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you, I'm just checking to verify where I need to look. Did you email it to us?
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Or did you mail it in?
[CUSTOMER][NEUTRAL] I faxed it.
[AGENT][NEUTRAL] You faxed it, OK.
[CUSTOMER][NEUTRAL] Faxed it, yeah, I was told to.
[CUSTOMER][POSITIVE] Best way to do it was to fax.
[AGENT][NEUTRAL] And can you verify with me the address that you or I'm sorry, the fax number that you sent it to while I try to look this up?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, just wanted to check.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment. My computer's taking a little bit longer to pull this up.
[AGENT][NEUTRAL] And was it, do you know, could you tell me when she passed or?
[AGENT][NEUTRAL] So I can see if this is correct.
[CUSTOMER][NEUTRAL] She passed away [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh just to verify you said you did send something showing that you are the executor as well?
[CUSTOMER][NEUTRAL] Yes ma'am, I've got the fax result report.
[AGENT][NEUTRAL] OK, you did send that? OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I sent it on [PII].
[CUSTOMER][NEUTRAL] At [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see what I can do.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a brief hold OK? while I look for that information. I'm gonna need to talk to someone in customer service give me just one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] She's been pretty good. She came in here saying she hit her head on the fan.
[AGENT][NEUTRAL] Last night.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to figure out what's going on.
[AGENT][NEUTRAL] She's watching a movie.
[AGENT][POSITIVE] It's funny because it's a movie that I had mentioned to [PII] the other day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I need someone to answer this question.
[AGENT][NEGATIVE] I just need someone to answer this question, they're not doing it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] They're on hold.
[AGENT][NEUTRAL] I was
[AGENT][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was thinking if the weather isn't.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Bad
[AGENT][NEUTRAL] Since we're busy
[AGENT][NEUTRAL] Tomorrow night, we're busy.
[AGENT][NEUTRAL] I think the only night that we're not busy is Thursday.
[AGENT][NEUTRAL] I mean what the weather is good, wait, we can't do anything tonight because we're taking, we're taking [PII] to go get [PII]'s birthday present.
[AGENT][NEUTRAL] Um, Thursday.
[AGENT][NEUTRAL] Do you want all go to Frontier City? They have passes, so I figured if we go at night when it's darker and cooler.
[AGENT][NEUTRAL] I can't even remember if we have anything going on.
[AGENT][NEUTRAL] Friday, Thursday games.
[AGENT][NEUTRAL] Yeah, I guess we should wait.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wish we could just do it on the weekend.
[AGENT][NEUTRAL] I'm tired only because, so she slept, so she didn't sleep in her bed.
[AGENT][NEUTRAL] Oh, did they show you the picture?
[AGENT][NEUTRAL] But she did stay there until about [PII] this morning and she came in. I think it was because [PII] got up to go to the bathroom.
[AGENT][NEUTRAL] Well, she's the one who put in the thing for the legal department.
[AGENT][NEGATIVE] It stinks. That thing is slowly like.
[AGENT][NEGATIVE] I would never, I'm, I feel bad for my mom. I would never spend my money on this. The cord keeps like.
[AGENT][NEUTRAL] Well, not bunching up, but it'll be like, I'll wake up in the morning and it'll be turned off for like randomly out throughout the day. It'll be turned off in like halfway through cleaning because you have to jiggle the wire for it to turn back on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And it's not wires that you can just
[AGENT][NEUTRAL] Yeah, I always whenever I look at the.
[AGENT][NEUTRAL] It's just moving, wiggling the whole thing.
[AGENT][NEUTRAL] I'm just gonna.
[AGENT][NEUTRAL] I don't know. I'm just gonna write down and get a litter robot here soon.
[AGENT][NEUTRAL] But I have to keep that because if my mom ever comes over and she's like, where's the litter box? I don't wanna feel like I threw it away.
[AGENT][NEUTRAL] Yeah, you're supposed to have a box for each cat, so at least we have that taken care of.
[AGENT][NEUTRAL] It was not, it was very true unless you have 6 cats and we divided it by 2.
[AGENT][POSITIVE] Love you, baby.
[AGENT][NEUTRAL] So [PII], you're pretty PJ's, no?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Yeah, [PII], you're gonna have to start being nicer. We can't keep, we're not gonna keep doing fun things with you. We're gonna wait until you're not with us.
[AGENT][POSITIVE] So if you wanna do, if you wanna do fun things you gotta start being nice do you hear me?
[AGENT][POSITIVE] I'm watching the. Oh, fantastic. Without sister?
[AGENT][NEUTRAL] [PII] [PII], how long does it take her to look something up?
[AGENT][NEUTRAL] And [PII], just to let you know I am still working on it. I'm we're we're searching for the legal documents, OK?
[CUSTOMER][NEUTRAL] So working on
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just didn't want you to think that we hung up, so give me just one moment.
[CUSTOMER][NEUTRAL] Oh no. OK, that's fine. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] This is only the 2nd time I've dealt with someone who's died.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] I literally sent her a picture of it yesterday.
[AGENT][NEUTRAL] Situation where I dropped her off.
[AGENT][NEUTRAL] Should be right next to the tennis court.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It said events center, but I figured this little dummy over here who literally practices right across the street from it would have noticed that it's just a building right next to.
[AGENT][NEUTRAL] I think you have to on the first day.
[AGENT][NEUTRAL] Then you can just, oh that's what they said but it could then because it's also the emails that he sends is also for the football camps.
[AGENT][NEUTRAL] I think it was for the football camps.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Well, last time she did it, she was on the football field, but now she's just in strength and conditioning because last year on the football field, people could sit, you could sit and watch.
[AGENT][NEGATIVE] Yeah, you can't in the gym. They said no.
[AGENT][NEGATIVE] Yeah, because it's in the gym. I don't know. There's probably not a lot of work.
[AGENT][NEUTRAL] Oh, that's what the letter said or the email.
[AGENT][NEUTRAL] Oh yeah, maybe because she's in the weight room because she's doing ring conditioning only, so there's no room in the weight room.
[AGENT][NEUTRAL] Um, but yeah, last year it was outside, but she aged out of that one.
[AGENT][NEUTRAL] That was a whole bunch of like drills and just like random stuff, and now she's in.
[AGENT][NEUTRAL] Sri and conditioning.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, to be honest
[AGENT][NEUTRAL] She
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] And then the rest are pink in the back, so you wouldn't have been able to see it in the dark.
[AGENT][NEUTRAL] I told her to start being nicer to you too because you're doing her chores half the time.
[AGENT][NEGATIVE] Which I wouldn't do.
[AGENT][NEUTRAL] I've done them. I've done the dishes.
[AGENT][NEUTRAL] I know I've been waiting and I told her she's gonna have to do it later. I don't see any executive paper on.
[AGENT][NEUTRAL] So do I need, who do I transfer?
[AGENT][NEUTRAL] We did not have an email.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, I'm getting back on.
[AGENT][NEUTRAL] Alright it looks like we weren't able to find those legal documents um that could just be.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Are, are you able to hear me?
[CUSTOMER][NEUTRAL] I just I heard that could just be and then that was it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it could just be because um,
[AGENT][NEUTRAL] It hasn't gotten to us yet, but I'm, we weren't able to pull it up yet. Um, if you would send an email to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me write that down.
[AGENT][NEUTRAL] With those
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Care teams.
[AGENT][POSITIVE] [PII] and email those executive papers to us and we'll get it to the right spot for you.
[CUSTOMER][NEUTRAL] So here is it team or teams?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK [PII]?
[AGENT][NEUTRAL] Yes, go ahead and send the executive papers to that to that email and we'll be able to process it for you. Yeah, we just weren't able to find it because that was sent through a claims fax, which is it could have been the right one, but since it's through fax, if it, it could be through the claims process right now and they don't realize that it needs to come to us yet, so go ahead and send us an email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I will send it to y'all.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I just need to reference the um policy number or claim number or anything.
[AGENT][NEUTRAL] Um, so there is a shortened version of the policy number if you would like, but no, you can keep that old policy number in there, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so you should be fine um if you just put those executive ones, the executive papers in there, and then the policy number that you gave me works just fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. That sounds great.
[AGENT][POSITIVE] Alright, uh thank you for calling APL and if there's nothing else, I hope you have a great day.
[CUSTOMER][NEUTRAL] And your name was [PII], correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] [PII] alright thank you so much, [PII].
[AGENT][POSITIVE] OK, thank you, bye.
[CUSTOMER][POSITIVE] Thank you, bye.