AccountId: 011433970860
ContactId: 4d1e7267-f140-474d-a574-d4b0291b5f69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 607719 ms
Total Talk Time (AGENT): 133820 ms
Total Talk Time (CUSTOMER): 118848 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/4d1e7267-f140-474d-a574-d4b0291b5f69_20250416T20:13_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] Hi, [PII], this is [PII] calling in reference to my mom, [PII].
[CUSTOMER][NEUTRAL] Um, we sent in an electric, electronic funds transfer and just wanted to make sure that it has been taken care of.
[AGENT][NEUTRAL] OK, um, let me take a look at the account and I can definitely check for you. Um, Ms. [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] 2228-218-4100
[AGENT][POSITIVE] Thank you for that and then the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 596049
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and can you just verify her date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold? I'm just gonna look through the notes to see if they've notated that it's been received and I'm gonna look in her um like where all her documents are.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So we have, well, how did you send it? Did you email it?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me check with the email team. I don't see it here yet, um, but there are some emails here that need to be worked. So let me, do you mind if I place you on another brief hold? I should have asked you about the email first.
[CUSTOMER][NEUTRAL] As long as it's brief, yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I don't want you to um hold too long. I'm working with the email team so that they can search the email um for your email. Do you want me to give you a call back in a few minutes?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh-huh. Do you, you have my number.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, OK, yes, I do. And what email address did you use?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] My email address, is that what you're needing?
[AGENT][NEUTRAL] Whichever email address the documents came from.
[CUSTOMER][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, so I'm gonna get with the, well, I'm already speaking to the um email team, team lead, so I'm gonna give her this email address and let her search and then either someone from the email team will give you a call or I will be giving you a call back, but it will be today.
[CUSTOMER][NEUTRAL] Great. OK. Let me ask you something. Mother's not real sure what this is.
[CUSTOMER][NEUTRAL] Um, is it a life insurance?
[AGENT][NEUTRAL] Let me see what type of policy this is. Hold on one moment.
[AGENT][NEUTRAL] Um, no, this is a cancer policy.
[CUSTOMER][NEUTRAL] Cancer. OK. OK. Just so we know what it is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's a cancer policy. I didn't know we had it. She didn't know she had it.
[AGENT][NEUTRAL] Oh, yes, ma'am. Alright, well, I'm gonna go ahead and get with email and then I'll give you a call back or we'll give you a call back in a few minutes um with an update on if we have received it. And when did you send it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We got one.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Uh, I'd have to get back at work and look on my emails and see, let me see what the date on this one is.
[AGENT][NEUTRAL] Was it like this week or last week? You don't, I don't want you to have to search.
[CUSTOMER][NEUTRAL] Probably last week, uh, let me see if it's got a date on this thing, [PII] is when mama signed it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, that definitely should have been. OK, let me have them look and then I will give you a call back with an update.
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Well, thanks for calling APL and I'll talk to you in a little bit.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] OK, bye bye.