AccountId: 011433970860
ContactId: 4cb5e9f4-d2d7-43be-9840-8024d66bc13c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278619 ms
Total Talk Time (AGENT): 137180 ms
Total Talk Time (CUSTOMER): 161319 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4cb5e9f4-d2d7-43be-9840-8024d66bc13c_20250407T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. Uh, I, we just recently lost our, our mother in February, and we just got a deal in, in the mail through you guys, um, with the policy number. We have no clue as to what, what it is or what we need to do.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. I can help you, um, and I'm very sorry to hear about your mama passing away, Ms. [PII]. Um, but we will definitely do all we can to make sure that we help you through this, OK? Um, on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank, thank you. Thank you.
[CUSTOMER][POSITIVE] Hey, I appreciate y'all.
[AGENT][NEUTRAL] No problem. On that letter that you received, is there a policy number? OK, what is that, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes ma'am, it's it's 00729293.
[AGENT][POSITIVE] OK, and Ms. [PII], can I get your callback number just in case our call gets dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] Thank you, I appreciate you giving me that. Let me pull in the policy real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her name was [PII].
[AGENT][NEUTRAL] Yes, ma'am. And then what's Miss [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Oh, don't get me the line now. 3 of, isn't that terrible? I, I've said it over and over for, but since [PII] of and that she was [PII], she just turned [PII]. So we'll figure that one out.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I appreciate that. I couldn't tell you the year my mama was born. I can tell you how old she is, but I don't know the year.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I can, oh yeah, I always forget that, oh we lost Daddy back in, in September, so we just kind of lost them back to back and these numbers and uh all this that we're going through is crazy, so.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] Yes, ma'am. I'm so sorry to hear that. Um, so I, I do show that this policy is no longer active. Um, this was a cancer policy and it lapsed on [PII]. Um,
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. We didn't know if it was, we didn't, she didn't, she was a, a woman of few words. And uh when it came to that, well, her mind got bad there at the end, and, and she never mentioned any of this stuff to her. It's just my brother and I left and, and uh she had, had another one, and we just about threw it in the trash, and it was actually a life insurance. And uh we wound up getting a check on it for 5000 last week, but we didn't know if this was another life insurance or if it was or what it was.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am. It's a cancer policy and it was actually, um, like I said, lapsed on [PII] because the bank account was closed.
[AGENT][NEUTRAL] So when the premium didn't automatically draft the policy got lapsed, so there's really nothing you guys have to do um for it because it lapsed naturally.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. OK. Well, I just want to make sure if, if there was something we needed to do, we, you know, we just opened the letter. We both live a little ways from, from our home, you know, in, in, uh, in the mailbox. So we, I teach school, I taught for 38 years, and it's like getting, after school, getting up here to just check mail, you know, and it's about 40, 0, about 45 miles, you know, so, but anyway, well, listen, I, I sure appreciate you, [PII], so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh goodness, yeah, you got a little.
[AGENT][POSITIVE] Well, we appreciate you and appreciate your mama being a customer for as long as she was. She had, let me tell you how long she had this policy for.
[CUSTOMER][NEUTRAL] Yes, she
[AGENT][NEUTRAL] She'd had it since [PII].
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Wow. Uh, she took care of business, I'm telling you, she, she did. She always forgot to tell us what she did, did, but, you know, that was, that was military woman wife for you. You didn't have to know everything. We were the kids, you know. But uh you know how that goes. But anyway, well, thank you. I appreciate you taking care of my mama.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Well thank you we appreciate her too and like I said, being a customer as long as she was and like I said if there's anything else that you guys come across that we need to check out for you just please pick up the phone, always feel free to call.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Uh, thank you very much, and you have a good rest of the week.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] All right. Uh-huh, bye-bye.
[AGENT][NEUTRAL] Bye bye.