AccountId: 011433970860
ContactId: 31a03f05-4646-44d8-82fe-a47deecfa338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404170 ms
Total Talk Time (AGENT): 139728 ms
Total Talk Time (CUSTOMER): 133832 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/31a03f05-4646-44d8-82fe-a47deecfa338_20250606T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Uh, yes, I hope I've selected the right choice. I was calling on behalf of my mother, [PII]. Um, I filed a claim, uh, excuse me, she passed and I filed a claim and I want to make sure.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That I sent everything in, uh, and nothing else was needed I because I don't always get emails sometimes.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No worries, yeah, I can definitely check on that claim for you. um, what was your name please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I don't, I forgot to put that letter, um, oh, not letter I'm sorry, I forgot to put the, uh, slip of paper that I wrote down at the, uh.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's fine. Um, I can see start using her social if you've got that.
[CUSTOMER][NEUTRAL] Policy number on
[CUSTOMER][NEUTRAL] I, I do have it, but it's in my bag in my back seat. I'm sorry.
[AGENT][NEUTRAL] That's OK. All right, no, no, no, you're fine. The only other way I can search, yes, if you wouldn't mind spelling out, uh, her first and last name please.
[CUSTOMER][NEUTRAL] Anything else I can give you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Uh, first name [PII], it's uh [PII]
[CUSTOMER][NEUTRAL] As in [PII], [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Middle initial [PII].
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][POSITIVE] OK, got it, thank you one moment.
[CUSTOMER][POSITIVE] Alright, you're welcome.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK and uh what state uh does this member live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Was that uh [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I do believe I found her. Um, could you verify her date of birth?
[CUSTOMER][NEUTRAL] Sure, um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what kind of, uh, claim or what kind of policy was this supposed to be for Alton?
[CUSTOMER][NEUTRAL] Uh, life insurance.
[AGENT][NEUTRAL] It was life. OK. Bear with me just a moment. I'm getting a lot of uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Results for um.
[AGENT][NEUTRAL] For you as the covered member.
[AGENT][NEUTRAL] Not but her as the policy holder, so bear with me I'm gonna, I'm gonna keep looking hang on.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK. I think I found it. Give me just a moment. I appreciate your patience.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] maybe not.
[AGENT][NEUTRAL] Well, I did find one but it terminated in [PII], so I don't believe that's it.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] OK, now, yeah, I, I know she had 2 for, uh, my children, her grandchildren, but those expired.
[AGENT][POSITIVE] OK, so I'm looking for the one in which she is covered. There we are. OK, that's better. OK, I did find that. Thank you for your patience. Sorry, there's quite a bit to sift through.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no, no worries. No, that's fine. Thank you.
[AGENT][POSITIVE] All righty. Thank you.
[AGENT][NEUTRAL] Of course. All righty. Now, let's take a look here.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, um, when was this information submitted to us [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's a good question. I think it was not last.
[CUSTOMER][NEUTRAL] Week before last um uh like that.
[CUSTOMER][NEUTRAL] Wednesday Thursday I think.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Was it sent uh by mail?
[CUSTOMER][NEUTRAL] Um, by sacks.
[AGENT][NEUTRAL] Fax OK um I'm not showing that we've received any claim information for her just yet um I can verify that fax number whenever you're ready.
[AGENT][NEUTRAL] Just make sure that that was correct.
[CUSTOMER][NEUTRAL] Uh, da da da da, I don't have that on me either. I'm sorry. I don't, I guess what I can do, I can.
[AGENT][POSITIVE] No, you are all right. It's perfectly fine.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Oh no, I was gonna say what I could do. I could call back once I uh.
[CUSTOMER][NEUTRAL] Get to a place where I could stop and get um.
[CUSTOMER][NEUTRAL] Well, I don't have it with me at all. The only thing I do have is a uh social security number. I'm sorry.
[AGENT][POSITIVE] No that's all right um there's obviously I do know you want to make sure we got everything but there's not like a timely filing limit or anything like that so you don't have to worry about a time crunch um whenever you're available to um yeah definitely give us a call back with that information and we'll go over that and what we can do.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, um, what time do y'all close? uh.
[AGENT][NEUTRAL] Um, [PII] Central time.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] I'll be uh at home by then. OK, thank you so much.
[AGENT][POSITIVE] OK sounds good absolutely have a great rest of your day.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.