AccountId: 011433970860
ContactId: 3e80bbf0-3996-43a8-9c4d-e5a1849adef8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 597919 ms
Total Talk Time (AGENT): 227310 ms
Total Talk Time (CUSTOMER): 266646 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/2025/01/31/3e80bbf0-3996-43a8-9c4d-e5a1849adef8_20250131T17:55_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am. Alright, hang on, let me, let me get back in the kitchen right quick. Alright, what I have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have APL. I have APL stock from [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, they, they were, they were purchased, I do believe by my mother, of course, they're in, that has her name on it.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Let me see, let me, I'm gonna put you, OK, there we go. I got you on speakerphone. Well my hands are free.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Get a little light on the subject.
[CUSTOMER][NEUTRAL] I wasn't expecting someone to answer the phone so fast, but anyway.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, what I have.
[CUSTOMER][NEUTRAL] There's mom's death certificate.
[CUSTOMER][NEUTRAL] All right, I have American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] Class A stocks.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You know, uh, what do I do with these?
[AGENT][POSITIVE] It's a great question.
[CUSTOMER][NEUTRAL] Yeah, because I have one this one here is for.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Let's say.
[CUSTOMER][NEUTRAL] July this is 10 shares. That one's 1 share and then the other one is 1 share, but you know.
[CUSTOMER][NEUTRAL] Anyone
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What information do you need?
[AGENT][NEUTRAL] Um, OK, give me your name first.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then her name?
[CUSTOMER][NEUTRAL] On I, as stated on these stocks is M MRS [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this one is dated [PII].
[AGENT][NEUTRAL] And then does it have like a policy number or any type of like account number?
[CUSTOMER][NEUTRAL] It has
[CUSTOMER][NEUTRAL] It has, you know, Class A stock, and I guess this is the the the bill the stock itself's number I guess it shows number 12839. This one is for 10 shares.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is for one share.
[CUSTOMER][NEUTRAL] This is 1967, uh, let's see here, D as in Delta 5264.
[CUSTOMER][NEUTRAL] And this one is D as in delta 482.
[CUSTOMER][NEUTRAL] One share
[AGENT][NEUTRAL] And did she leave these to you by chance?
[CUSTOMER][NEUTRAL] You know, I think they were forgotten about.
[AGENT][NEUTRAL] OK, OK, I'm just trying to figure out what I'm who I'm supposed to send you to because I know that I, my department is not gonna be able to help with this, but um I'm gonna try to get you to somebody who should be able.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] That should be able to help hopefully.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Boy, these were way down in papers.
[AGENT][NEUTRAL] No, no one's answering, of course.
[CUSTOMER][NEUTRAL] Of course
[AGENT][NEUTRAL] Um, of course, cause why not? Um.
[CUSTOMER][NEUTRAL] It's Friday.
[AGENT][NEUTRAL] Yeah, right, right.
[AGENT][NEUTRAL] Um, let me see. I know I've done, what have we done this?
[AGENT][NEUTRAL] Hm hm um I'm gonna put you on a brief hold and let me.
[AGENT][NEUTRAL] I'm gonna call, I'm gonna call somebody. Give me just a second, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Of course. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][POSITIVE] Yeah but no I was gonna get my favorite person.
[CUSTOMER][POSITIVE] You're too sweet.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, I don't even honestly know if you can help me, but I was just gonna start calling numbers. I have somebody who has Class A stocks from his um mother who has since passed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, like, like they have, like, I guess she bought stocks and APL back in the day. Do you have any idea of who I would send that to that could help him?
[CUSTOMER][NEUTRAL] We're about to start eyeing people here who would a customer go to?
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] APL stocks.
[AGENT][NEUTRAL] Yeah, Class A APL stocks.
[AGENT][NEUTRAL] I know I've dealt with this before. I haven't been.
[CUSTOMER][NEUTRAL] You, I'm gonna ask, I'm gonna check. I'm gonna check with [PII] let's see if she's in.
[CUSTOMER][NEUTRAL] And and she's away.
[CUSTOMER][NEUTRAL] Let's see if [PII] is available.
[CUSTOMER][NEUTRAL] She's presenting
[CUSTOMER][NEUTRAL] Let's try [PII].
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] And then let's see if [PII] is around.
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][NEUTRAL] OK, [PII] said who class A stocks, we don't sell stocks, do they have the right company? Yeah, they have, yes, we do. It's from years ago.
[CUSTOMER][NEUTRAL] There, there is something that, that.
[CUSTOMER][NEUTRAL] I'm thinking, yeah, years and years ago, um.
[AGENT][NEUTRAL] Stocker.
[AGENT][NEUTRAL] Class A socks.
[CUSTOMER][NEUTRAL] Let's try [PII].
[AGENT][NEUTRAL] With APL on the.
[CUSTOMER][POSITIVE] Good Lord. Oh, it's lunchtime. No wonder nobody's around. OK, love it.
[AGENT][NEUTRAL] I know, that's what I was, that's what I was about to go back and just be like, let me not leave you on hold, um.
[CUSTOMER][NEUTRAL] No, no, no, you're fine, but I'm thinking start with [PII], I mean, uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For for some reason I'm thinking Miss [PII]'s gonna know she's been with this compa[PII].
[CUSTOMER][NEUTRAL] So she was, oh my God, like [PII] some odd years.
[AGENT][NEUTRAL] Forever.
[AGENT][NEUTRAL] OK, let me go back.
[CUSTOMER][NEUTRAL] And [PII] may even know [PII].
[AGENT][NEUTRAL] Yeah, oh yeah, [PII], she might know too, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, alright, let me, I might just have, I might just switch over and just tell him we'll call him back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] I looked and she was out.
[AGENT][NEUTRAL] And oh yeah, and [PII] said [PII] too.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, OK, so check with I would start with [PII], just tell me he's gonna have to have somebody call him back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will, thank you, appreciate you.
[CUSTOMER][POSITIVE] OK, there. All right, thanks, bye.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Are you with me, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, um thanks for holding sorry about that um I'm going, I have your information and I am actually going to um get there's two people that could know because we don't do this anymore, of course, um, and they've been with our company for a long time.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I'm gonna give them a brief of what um I have written down right here and I'm gonna give them your number and I'm gonna have them one of them call you back and um see what you should do with these um these class A stocks from from a from a while ago.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, and I, I'm alright, I'm looking at my mother's will and it says I do hereby give will devise and bequeath the rest.
[CUSTOMER][NEUTRAL] The rest, residue and remainder of my state, whether real or personal or whatever kind and wherever located to my sons, [PII] [PII] and [PII] in equal shares.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK cool OK OK nice OK just have all of the paperwork that you have when somebody reaches back out to you um and then um we'll go from there because uh I know I know we'll do something with them I'm just not sure what but let's let's see if we can get the right people that know.
[CUSTOMER][NEUTRAL] So I do have that
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, my
[CUSTOMER][POSITIVE] Yes, I appreciate your time today and happy Friday.
[AGENT][POSITIVE] Of course, of course. Happy Friday. I hope you have the best weekend.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye.