AccountId: 011433970860
ContactId: 38653732-c44a-4897-8128-a48ea809aa9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245399 ms
Total Talk Time (AGENT): 148787 ms
Total Talk Time (CUSTOMER): 114566 ms
Interruptions: 7
Overall Sentiment: AGENT=-0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/38653732-c44a-4897-8128-a48ea809aa9e_20250509T21:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII], returning your call about my dad's insurance policy. Um,
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Did you ever talk to uh cause I saw on there where it said something.
[CUSTOMER][NEUTRAL] If we had a wheel or something, I don't know. Anyway.
[CUSTOMER][NEUTRAL] Or trust, that's what it was. I can't, I can't find the.
[AGENT][NEUTRAL] Uh-huh. Yeah, yeah, you know, if you had any, yeah, just if you had anything, you know, the only thing we're trying to establish right now is the next of kin to be able to uh uh-huh. So that's why you can fill out that paperwork and it asks you on that paperwork about if there's no will, uh no estate set up, you check, uh, you check it they're saying no, no estate set up. So was it an estate set up?
[CUSTOMER][NEUTRAL] Yeah, that's me, yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it is a trust and that's why I gave the, I sent the uh information to our attorney that handles all that and he said he had put in a call for you. That was the
[AGENT][NEUTRAL] OK, did you, are you?
[AGENT][NEUTRAL] OK, he never, I have never talked to him, anybody except you since, uh, yeah, and all you got to do is have him, you know, yeah, y'all just, you know, send a copy of the, uh, the, the, the, and you know, copy of the state across, and, uh, you know, we can look at it from there. Uh-huh, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, well.
[CUSTOMER][NEUTRAL] I'll get
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah. So this is, this is the one where, let me, let me pull up that policy cause this is for Mr. uh [PII].
[CUSTOMER][NEUTRAL] Well, I'm gonna get back in touch with him because he has all that.
[CUSTOMER][NEUTRAL] Vos, Voy.
[AGENT][NEUTRAL] Yeah, yeah, you know, I can't pronounce it, yeah, pronounce the name. But anyway, this is the one where he had left the uh the, the everything with the beneficiary was the, the place he used to work at, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I believe, uh-huh. So yeah, yeah, yeah, that's what he had left it to that, uh-huh. So yeah, so yeah, you can get in touch with your uh attorney and you know, you fill out, fill out that claim form and let him send it in along with whatever paperwork y'all want us to review on it and uh it can be fa can be faxed over to us.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Riverside distributors.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] What is, uh, is your fax on there? I can't find the papers. I'm sitting here looking as I'm talking. No, I'm terrible about, I got a ton of papers here I've been working on and
[AGENT][NEGATIVE] The fact no.
[AGENT][NEUTRAL] So you can find your place, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I sure don't see them.
[CUSTOMER][NEUTRAL] I don't know what I would have done with that. I sent a copy of them to him, so I guess he could, I mean, I sent a photo on a text to him of all of them. I guess he could look at that and maybe print that out, you reckon?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Tell them to claim for.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, uh, yeah, yeah, whatever you can send in for us to, uh, look at it, that'll be fine.
[AGENT][NEUTRAL] Yeah, OK. OK.
[CUSTOMER][NEUTRAL] OK. Well, let me get, call him right now and see. He told me he got a, he had a call to you and he was waiting on you to call him back, but anyway, and I texted him.
[AGENT][NEGATIVE] Uh, no, I never.
[CUSTOMER][NEUTRAL] You never have, huh? Well, let me make sure he called the right number then.
[AGENT][NEUTRAL] No, no, well, on my notes, OK, cause on my notes, and this is for uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, so, no, just, I mean, give him my number and he can call me directly and we can discuss it, you know, yeah.
[CUSTOMER][POSITIVE] OK. All right, I will, thank you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. Anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] OK, thank you. You have a great day. All right. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.