AccountId: 011433970860
ContactId: 356e7b10-b220-4108-9237-6adc68cb9dd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166410 ms
Total Talk Time (AGENT): 46667 ms
Total Talk Time (CUSTOMER): 96941 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/356e7b10-b220-4108-9237-6adc68cb9dd8_20250320T17:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm good. I have [PII] on the phone. Uh, he's calling on his uncle's life policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he, he can't get a hold of [PII], but he's, he's asking about some paperwork or something.
[AGENT][NEUTRAL] OK, uh, what's the policy number?
[CUSTOMER][NEUTRAL] 152991
[CUSTOMER][POSITIVE] And I've got a good call back number just in case well it's just.
[CUSTOMER][NEUTRAL] The same number that he's calling from.
[AGENT][NEUTRAL] OK waiting for completed forms now the desktop and see like.
[AGENT][NEUTRAL] Alright you can send them on over.
[CUSTOMER][POSITIVE] All right, here he is. Thank you, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I've been talking to Ms. [PII], but she's on vacation, I think. Uh, I have my uncle [PII], who retired from the railroad, he retired from the railroad and she was handling that file and and I had sent her the wheel and I'm getting the, the, the, it probated now, but it's been.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My log has been screwing around with this now for 6 months or so and he's supposed to have get getting it done now and I was gonna, I was just telling her, I was just gonna tell her that I was, uh, I was getting it done. I talked to her a while back and she said she's holding the, I think it's a little, little, uh, uh, life insurance check or something, but I think she told me about 15,000.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and his name was, his name was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you
[AGENT][NEUTRAL] OK, so what I can do is I can just put a note in here to let her know that you said that.
[AGENT][NEUTRAL] You're working with the lawyer.
[AGENT][NEUTRAL] And that
[CUSTOMER][POSITIVE] Yeah, getting probated yeah.
[AGENT][NEUTRAL] OK. And did you all get in probate, OK.
[CUSTOMER][NEUTRAL] Right, it should be done shortly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You can't be these lawyers up too much.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK, you just leave that should be back I think next Tuesday I think maybe.
[AGENT][NEUTRAL] Uh, um, OK.
[CUSTOMER][NEUTRAL] But anyway, you can, you can.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, I'm not sure when she'll be back, but I will put this in the notes for, so that she could be, she'll be able to see it when she returns.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, OK, I appreciate it thank you.
[AGENT][POSITIVE] OK, have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.