AccountId: 011433970860
ContactId: 36526e1f-40a3-4faf-88a4-42fdca66afaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354260 ms
Total Talk Time (AGENT): 53306 ms
Total Talk Time (CUSTOMER): 183170 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/36526e1f-40a3-4faf-88a4-42fdca66afaf_20250502T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, so, um, I talked to you earlier. I need to speak with [PII]. They said that she was in a meeting and would be out at [PII], but I haven't received a call from her.
[AGENT][NEUTRAL] OK. And um may I have your name?
[CUSTOMER][NEUTRAL] [PII], it's in reference to a check that you all sent in my name instead of my mother's name.
[AGENT][NEUTRAL] Oh yeah, you called um a few days ago. OK, um, let me have.
[CUSTOMER][NEUTRAL] Yeah, and she said that she was gonna talk with her supervisor.
[AGENT][NEUTRAL] Oh, OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And let me have that policy number so I can notate the account.
[CUSTOMER][NEUTRAL] That we
[CUSTOMER][NEUTRAL] It's 980057485.
[CUSTOMER][NEUTRAL] you.
[AGENT][NEUTRAL] That was 980057-085?
[CUSTOMER][NEUTRAL] Now that's A as in apple, 98.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0057485
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. OK, let me try to get her on the line, OK? one moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] There's a way to speak with.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APM. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing good. How about you?
[AGENT][NEUTRAL] I'm good, I'm good. Yeah, she's calling again about the check. You remember this call?
[AGENT][NEUTRAL] Or do you need a policy number?
[CUSTOMER][NEUTRAL] Yeah, girl, you don't see my whole paragraph in there? Nope, I got her. I'm ready.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] This to me.
[AGENT][NEUTRAL] Oh, here she comes.
[CUSTOMER][POSITIVE] I've been trying to get a hold of this woman for 2 days. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good day, good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Ms. [PII]. I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] Again.
[CUSTOMER][POSITIVE] Alright, thank you so.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][POSITIVE] Hi Miss [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing good as well thanks for asking so I'm glad I finally got you um I did go over the information with my supervisor.
[CUSTOMER][NEUTRAL] And basically what she explained to me is because your mother is deceased, we cannot send a check out in her name. It has to be in the estate of or whoever her will is or the informant. That's what we want. We want to be all the [PII], all of the other policies they did in the estate of [PII].
[CUSTOMER][NEUTRAL] So you just want it in the estate of.
[CUSTOMER][NEUTRAL] [PII], right, that's how we that's how you should have sent it out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We generally don't send it out like that unless we, we get a state papers or we have information saying that a state set up so that's probably why I got confused and I do apologize um but I also wanted to let you know that she did tell me it's not considered taxable income.
[CUSTOMER][NEGATIVE] Basically because we're not an employer, no ma'am, we're not an employer and services were paid for that weren't provided so that reimbursement was for premium. It's not like you provided a service to us and we, we gave you a monetary payment for anything so and it was actually. So the IRS will not say that that's my money.
[CUSTOMER][NEUTRAL] Right, because we don't even report yeah we don't report nothing like that as far as an individual policy being paid on if it was a disability policy and you were inheriting benefits from a disability policy we would report that because that's taxable income um because we're paying.