AccountId: 011433970860
ContactId: 1bee4f04-02d0-48bd-87d1-987256af78e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350859 ms
Total Talk Time (AGENT): 131741 ms
Total Talk Time (CUSTOMER): 176918 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1bee4f04-02d0-48bd-87d1-987256af78e9_20250326T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well I'm gonna get your name first. It was [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Well, the reason I asked is I was online with somebody for about 6 or 7 minutes getting information to and then uh got cut off somehow.
[AGENT][NEUTRAL] Yes here are you?
[CUSTOMER][NEUTRAL] So we'll start over with, all right, I had a, uh, I had correspondence. This is in reference to a cancer or a policy on my deceased mom.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got a correspondence from a memory [PII].
[CUSTOMER][NEUTRAL] I don't know how many people you've got there she's in customer service.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And what she had said, she had sent a correspondence on the [PII] that said that I, that she's received the death certificate from the loved one currently being processed and we either need a following information to complete that refund.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] And it says if your loved one had an estate established that is probated.
[CUSTOMER][NEUTRAL] Then we need the state papers. If no state was established, we need the names and addresses of the of surviving heirs, and I can provide both of those, but uh I just wanted to make sure I had the right information on how to get that information to you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And can you please give me
[CUSTOMER][NEUTRAL] Yeah, do I need, do I need to.
[AGENT][NEUTRAL] Can you please give me your fir
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I've got a policy number and.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, go ahead. I'm sorry.
[AGENT][NEUTRAL] Um, the policy number and your name?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] The policy holder was [PII] spelled [PII] and that is [PII]
[CUSTOMER][NEUTRAL] And the policy number that I have on file, are you ready?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] 980038554
[AGENT][NEUTRAL] OK, let me look up that policy number real quick sir.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I've got Ms. [PII]'s policy pulled up. Can you please just verify Ms. [PII]'s date of birth for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it was, uh, [PII] of uh.
[CUSTOMER][NEUTRAL] Hold on a second, I bring it to you right.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And you mentioned that you wanted to make sure you had the right um way to send in the information that you need to send that the letter is asking for.
[CUSTOMER][NEUTRAL] Well, yeah, I was just not, yes, ma'am, I'm, yes ma'am.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] So I'm just verifying that uh that this is being processed and making sure that that's what I'm uh been requested to do and what I'm doing since I'm the executive and we're trying to finish out the state I'm trying to make sure I'm crossing all of my.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I understand, yes sir, I understand. OK, so what I'm going to do is I'm gonna go ahead and transfer you now on over to customer service so they can assist you further as far as uh answering your questions for this policy and being able to get your, your refund, sir.
[CUSTOMER][NEUTRAL] Is not in my teeth.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Do you have a
[CUSTOMER][NEUTRAL] Yeah, did you have an extension for uh [PII]?
[AGENT][NEUTRAL] No, sir, we don't have extensions. You just call the number that you called, um, and then we get you over to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well go ahead then, that's fine.
[AGENT][NEUTRAL] Yes, sir. OK, so it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, now that's what happened before. I tried to get transferred over from the person I was talking to and dropped me.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Well, well, I'm gonna stay on until somebody answers the phone, OK?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Would you do that, please? Would you do that, please?
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, sir. I will absolutely do that for you. It's going to be a brief hold, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, Mr. Mr. [PII]. I hope you have a wonderful rest of your day. Thanks for calling APO.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You're the
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling the APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um a Mr. [PII] on the phone. He is calling about policy number 101599.
[AGENT][NEUTRAL] For Miss [PII].
[AGENT][NEUTRAL] He received a letter from memory on uh the things that he needed in order to be able to get the refund on the policy, but he has some questions about everything and he just needed to speak with somebody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, do you have a callback number?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'm ready thank you.
[AGENT][NEUTRAL] OK, thanks [PII], bye bye.