AccountId: 011433970860
ContactId: 25721bee-160b-4a57-a88f-7946bc20dc80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283010 ms
Total Talk Time (AGENT): 163838 ms
Total Talk Time (CUSTOMER): 83539 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/25721bee-160b-4a57-a88f-7946bc20dc80_20250213T21:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is Memory and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. How are you doing?
[AGENT][POSITIVE] I'm good, Mr. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] All right, I just want to return your call please.
[AGENT][NEUTRAL] Yes, sir. I appreciate that. Um, I was calling because we received your um mother's death certificate and I just needed to get a little bit of information.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, did she have an estate?
[CUSTOMER][NEUTRAL] Did she have an estate?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh, I.
[CUSTOMER][NEUTRAL] I guess you could call it that. It was not much after dad passed away, um.
[CUSTOMER][NEUTRAL] Because uh the house and everything's in my name now, so I, I don't.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] What, what does it matter? I don't, I don't.
[AGENT][NEUTRAL] Um, because she is due some, um, premiums back that were paid towards her policies, um, and so we have to ask if she had an estate, um, if she had an estate that went to the court, then we would have to issue the refund to the executor of the estate, um, if there is no estate, then we split it between, uh, any surviving heirs.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I know about you and your sister [PII]. Do you have any other siblings?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's just the two of us.
[AGENT][POSITIVE] OK, perfect. All righty.
[AGENT][NEUTRAL] So I I'm gonna have to look over the policy and see exactly how much is owed back after I um.
[AGENT][NEUTRAL] Calculate that I can give you a call back, um, and since they're so was there in a state that went to the court and they
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Set you as executor or was it just like a wheel of how they wanted things to go?
[CUSTOMER][NEUTRAL] So now I did, yeah.
[CUSTOMER][NEUTRAL] Well on how they wanted it done and then our attorney just did it. It was, there was no big deal, you know, it's just the two of us, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so, um, I'll get that done and it will go to, like I said it'll be.
[AGENT][NEUTRAL] CTC with you and [PII], um, do you have any, uh, do you, do you have [PII]'s contact information or her address?
[CUSTOMER][NEUTRAL] Yeah, yeah. Oh yeah.
[CUSTOMER][NEUTRAL] Uh, I, I've got her phone number. Uh, I can't, I, I don't think I have anything in front of me with her. She lives in [PII], so I don't have her address, but let me give you her phone number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] OK, just give me one second. I'm not as good as I should be, I guess with some of this stuff.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem. Take your time.
[CUSTOMER][NEUTRAL] OK, her number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. All right. And I've got your address. I just wanna verify that while I got you on the phone. Hold on just a second, let me pull that up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where did I put it?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] All right. I've got [PII].
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK. All right, perfect. And um is the best way to reach you by cell phone or email or?
[CUSTOMER][NEUTRAL] Sure you can cell phone or either one. [PII], you'll have to get hold of her. You'll have to leave her a message she's very busy, but she will call you back.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, no problem.
[AGENT][POSITIVE] All right, Mr. [PII]. Well, thank you so much for that information and I'm gonna reach out to Miss [PII] and I'm gonna get that processed for you. And if you have any questions, don't hesitate to give us a call, uh, and we'll do our best to answer your questions.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] No problem, Mr. [PII]. You have a wonderful day and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am, mm bye bye.
[AGENT][NEUTRAL] Bye-bye.