AccountId: 011433970860
ContactId: 1cf8ec8f-2597-4fe1-a240-b64b10d8c2ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398040 ms
Total Talk Time (AGENT): 102476 ms
Total Talk Time (CUSTOMER): 172825 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1cf8ec8f-2597-4fe1-a240-b64b10d8c2ac_20250203T21:42_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My name is [PII]. I need to talk to someone about a claim that I had years ago.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a call back number in case we disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] Who, who am I talking to, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get your policy number please?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm calling about this one and the other one.
[CUSTOMER][NEUTRAL] Well, I could give you my Social Security number.
[AGENT][NEUTRAL] OK, give me one second, let me go to that screen.
[AGENT][NEUTRAL] Excuse me. OK, what's the social?
[CUSTOMER][NEUTRAL] Mhm, that's OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not pulling that up. Um, and you said the last name is [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] Maybe if I tell you this, uh, they had paid the loan, my sister passed they had um.
[CUSTOMER][NEUTRAL] took out
[CUSTOMER][NEGATIVE] Uh, on both loans and now they're telling me they didn't take them out.
[CUSTOMER][NEGATIVE] So I wanna find out some things about that because I, I, you know, they took both loans out but they send me another loan that I owe $1300 some dollars when that have never been brought to my attention until.
[CUSTOMER][NEUTRAL] I think it was [PII].
[AGENT][NEUTRAL] You said a long?
[CUSTOMER][NEUTRAL] Yes, I had borrowed on my policy.
[AGENT][NEUTRAL] What type of policy?
[CUSTOMER][NEUTRAL] Like, uh, let me give you this number. Um.
[CUSTOMER][NEUTRAL] 457.
[CUSTOMER][NEUTRAL] 946.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I'm paying for this loan 2 times.
[AGENT][NEUTRAL] OK, that policy you provided me, um, termed in [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry, give me 1 2nd. Hold on 1 2nd.
[CUSTOMER][NEUTRAL] It did
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. And uh, and so what was your question about the policy?
[CUSTOMER][NEUTRAL] OK. My sister passed in November last year. And uh they paid me out and they took out $5000 and some dollars. And I asked them why did they take out so much. They said they had took it out because I had paid on the loan and they took out for uh [PII] and [PII], and they said they didn't.
[CUSTOMER][NEUTRAL] But I have on record here and there a lady named Miss [PII]. I have a voice telling me this.
[CUSTOMER][NEGATIVE] That the ring they took out, it was so much because they took out for both [PII] and [PII]. Now they sending me on bills of last year in June I received a bill that said I owe 1200 and something.
[CUSTOMER][NEUTRAL] And that's not, I, I've never heard of that one before.
[CUSTOMER][NEUTRAL] $1,249.68.
[AGENT][NEUTRAL] OK, let me get you over to the customer service department, um.
[AGENT][NEUTRAL] Because they would be the ones that would handle that give me one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in the claims department. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][POSITIVE] I'm doing just fine. Um, I
[AGENT][NEUTRAL] I have a member calling in regards to uh.
[AGENT][NEUTRAL] Life insurance policy. Um, I can give you the policy number. Looks like [PII].
[AGENT][NEUTRAL] Has been the one speaking back and forth, but let me get your policy number, it's 457.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 946.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah, so, um, [PII] is the one that's on the line and looking at the notes, looks like there was something went out to her or she spoke with [PII] regarding.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Some payments, but she is having questions about.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Those amounts
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. Um, since [PII] is the one that has all the paperwork for this, um, and she is the only one that knows how to handle this for sure, um, we can just, um, let the beneficiary know that we will be giving her a call back tomorrow.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Do you, do you need her number? Are you gonna send it to or or you just want me to?
[CUSTOMER][NEUTRAL] Uh, I can, I can, um, take the call and let her know.
[AGENT][NEUTRAL] OK, thank you. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Is the callback number the same ending in [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, give me one second. Thank you.