AccountId: 011433970860
ContactId: 2bcd9faf-33ab-4fb1-b187-9b410fab84c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 623000 ms
Total Talk Time (AGENT): 177076 ms
Total Talk Time (CUSTOMER): 201893 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2bcd9faf-33ab-4fb1-b187-9b410fab84c9_20250129T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, ma'am. Uh, well, I don't really know who to talk to.
[CUSTOMER][NEUTRAL] But like my mother.
[CUSTOMER][NEGATIVE] is deceased and I'm going through her stuff.
[CUSTOMER][NEUTRAL] And I find American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] And it's [PII], but these are stocks.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Issued to my mother in [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Who do I talk to about this?
[AGENT][NEUTRAL] That is a very uncommon question as to I've never heard that before. Um, what is her social? Let me see if I can pull something up in here. I know that we had stuff with like life policies that we did dividends and you know stuff like that, so it might be connected with the policy, but I'm, I'm not sure. um, what is her social?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hang on just I'm gonna have to go.
[CUSTOMER][NEUTRAL] Through and find it uh let's see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And what was your name? I apologize. I didn't get it.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] All right, Mr. [PII].
[CUSTOMER][NEUTRAL] Let's see, they were.
[CUSTOMER][NEUTRAL] Issued to Ms. [PII], all three [PII].
[CUSTOMER][POSITIVE] Thank you [PII]. All right, let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I should have known I'd have to have that.
[AGENT][NEUTRAL] That's all right. Uh, just in case we get disconnected, Mr. [PII], what's your phone number? I can call you back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I just had.
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Card
[CUSTOMER][NEUTRAL] Let me look through this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see, oh good lord, it's way back. I don't, uh, let me look through.
[AGENT][NEUTRAL] All right, take your time. Is [PII] spelled [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get her old driver's license.
[AGENT][NEUTRAL] Do you happen to have her death certificate? Um, sometimes it's listed on there.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What is what?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] No, that's the new driver's license numbers.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I know I have it.
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][NEUTRAL] Let me get past all of this.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me see here
[CUSTOMER][NEUTRAL] April.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] January [PII].
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] January February March April.
[CUSTOMER][NEUTRAL] need to get to April.
[CUSTOMER][NEUTRAL] Arch
[CUSTOMER][NEUTRAL] March
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] April.
[CUSTOMER][NEUTRAL] OK. Her social.
[CUSTOMER][NEUTRAL] Is [PII] I'm sorry [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second. I'm gonna try to do a search.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] So this is a Class A stock.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I'm not pulling up anything as far as policies for her, so it must be something else.
[CUSTOMER][NEUTRAL] Well, it, it, it wouldn't be a policy. I mean these are company stocks.
[AGENT][NEUTRAL] OK. Um, let's see.
[AGENT][NEUTRAL] I'm gonna have to take a look into that, Mr. [PII], cause like I said, I've never had anybody ask about stocks.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, is there any way you could possibly email us a picture of the documents you have so that I can send them to the supervisor and get some answers for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, come here.
[CUSTOMER][NEUTRAL] All right, what's the what's the email?
[AGENT][NEUTRAL] Um, you can send it to me since I, I kinda know what it is. I kinda know what you're trying to figure out, um.
[AGENT][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Lower case or upper case?
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] And as it
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Or why right.
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So it should be [PII].
[CUSTOMER][NEUTRAL] Alright, got it.
[AGENT][NEUTRAL] All right, and if you'll just send that to me, I, I'll get it to, uh, yes, I'll send it to a supervisor and see if they can uh see what we need to do with those. Um, could you also include.
[CUSTOMER][POSITIVE] Thank you ma'am. I'll get I'll get these sent out tomorrow.
[CUSTOMER][NEUTRAL] OK, do you need front and back?
[AGENT][NEUTRAL] Yes, anything that has any information on it, send it to me that way we can figure out what it is exactly and um also send me her death certificate just in case we need that too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, I can do that. All right, let's see, uh, include.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Death certificate OK, and that'll have all that.
[CUSTOMER][NEUTRAL] Information on her social and everything so alright I'll get that to you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, Mr. [PII], was there anything else I could do for you today?
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, you have a wonderful day and thank you so much for calling APO.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.