AccountId: 011433970860
ContactId: 3614e1a6-8a8a-451e-9c2d-e5147e5b2ea4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419359 ms
Total Talk Time (AGENT): 118904 ms
Total Talk Time (CUSTOMER): 277746 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/3614e1a6-8a8a-451e-9c2d-e5147e5b2ea4_20250304T21:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], my name is [PII] And my dad, [PII].
[CUSTOMER][NEGATIVE] had a policy with your company. He passed away on [PII] of last year, and we just got a letter, we got a letter back, me and my two brothers, we got a letter back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About the [PII] and I've been.
[CUSTOMER][NEUTRAL] Trying my best to call and ask some questions about it. I don't have them, and I'm not drunk. I've been to the dentist and my job is done. OK. I, I, I have that's uh social security number, his birthday, and I have a death certificate. I just need to know a little bit about this policy, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the policy. And what is the um the social?
[CUSTOMER][NEUTRAL] Dad's social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I have all the forms to fill out and I got to go get it signed and notarized and then I'll email back to your home office but I just needed to know a little bit about the policy.
[AGENT][NEUTRAL] What it was. OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] That's my dog barking. I'm sorry, it's bad getting ready to get bad weather here.
[AGENT][NEGATIVE] Oh, it's OK. I really, I can't, I didn't even, I couldn't even hear the dog barking.
[CUSTOMER][POSITIVE] Good. I could though, he gets on my nerve, but I, but I, but I sure do love him. He'll be, tomorrow he'll be 2 years old. He's a full-blooded miniature schnauzer and he's, he thinks he's a big, he thinks he's a big German shepherd.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so I'm pulling the policy up now and I have you here. I just, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, hold on one second.
[AGENT][NEUTRAL] And you said you received a letter. Let me pull, let me pull the letter. Hold on one second so I can see what it says.
[CUSTOMER][NEUTRAL] OK, let me look let me find find that letter. OK, let's see. It doesn't have the only thing at the bottom of it has 1014688. That might, that might.
[AGENT][NEUTRAL] Mhm, that's the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is the policy number yeah.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said it says [PII] on it?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] The date of the letter is [PII]. I think one of my brothers got it on the [PII] and they hand it to me at the end of the month when I.
[CUSTOMER][NEUTRAL] Saw him.
[CUSTOMER][NEUTRAL] He told me to take care of this one. He's handling a bunch of his policies and my baby brother lives in [PII]. He's handling the stocks on the estate.
[CUSTOMER][NEUTRAL] Regardless, really.
[AGENT][NEUTRAL] Hm, let me see.
[AGENT][NEUTRAL] And it was from American Public Life?
[CUSTOMER][NEUTRAL] [PII]. Yup. Sure was.
[AGENT][NEUTRAL] And what the, do you have the letter there?
[CUSTOMER][NEUTRAL] Looking at it.
[AGENT][NEUTRAL] OK, what does the letter say?
[CUSTOMER][NEUTRAL] Dear customer, thank you for contacting our office recently in close, please find the documents that have been requested. Be sure to visit our website from our website, members can download and print claim forms, create online account, updates can upload claims review policy documents. Should you have any questions, please call the number that I just called.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it's for a loss of
[CUSTOMER][NEUTRAL] Like I said, I have the
[CUSTOMER][NEGATIVE] Yes, I lost my wife. Yes, ma'am. I've got.
[AGENT][NEUTRAL] Mhm. The loss of life claim form.
[CUSTOMER][NEUTRAL] I've got that form, got everything filled out except me sign it and get it notarized and get it sent back and I have dad's.
[CUSTOMER][NEUTRAL] Copy of his death certificate.
[AGENT][NEUTRAL] OK, and then so as far as the type of um policy, it was, it's just a whole life policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. Can you tell me the value of it, [PII]?
[AGENT][NEUTRAL] Um, now the value that's from a different department, that's customer service, but I can definitely um send the request over to [PII] and have her give you a call. It's within 24 business hours, but she can answer um any of the questions in terms of the whole life policy for you.
[CUSTOMER][NEUTRAL] Is responsible
[CUSTOMER][NEGATIVE] Yeah. You can't, you can't, you can't, you can't direct me, you can't transfer me to her, can you?
[AGENT][NEUTRAL] No, she doesn't have like a direct extension, so we have to send her the request and then she makes her call back.
[CUSTOMER][NEUTRAL] Boy, she's got a heck of a job. Let me give you my number. Tell her to text my number, don't call it cause I don't answer my phone unless the number is.
[CUSTOMER][NEGATIVE] On my name list, I get way too many people trying to sell me stuff. I do not answer. [PII], here's my number when you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my name is [PII] I am [PII]'s oldest son.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, so I'm gonna go ahead and send this over to her now, and I did, um, did you want me to mark it urgent?
[CUSTOMER][NEUTRAL] Mhm, yeah, we might as well make her owner pay, yeah.
[CUSTOMER][NEUTRAL] Yeah, we're trying to get everything situated, trying to close this stay out and get it all behind us.
[AGENT][NEUTRAL] OK. Well, I'll go ahead and send it over for you now. And um so the turnaround time is 24 business hours. Yes, sir.
[CUSTOMER][NEGATIVE] 2 24 hours, yeah, she can she can text me and then I'll call her back because if she calls, I'm not gonna answer. I just don't answer your phone calls.
[CUSTOMER][MIXED] I bet I, I get, I bet I get 25 to 30 calls every day and they got my voicemail and it's terrible. Oh, I can't understand what they're saying and like they're from [PII] and stuff so I don't answer, but I thank you for your help, and then you have a great evening. Tell [PII] I've been waiting to hear from her.
[AGENT][POSITIVE] Goodness.
[AGENT][POSITIVE] Yes, sir. Well, thank you also for calling APL and I hope you have a great evening as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.