AccountId: 011433970860
ContactId: 4f855a57-c45a-42ab-b1cf-b54d9c310564
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458369 ms
Total Talk Time (AGENT): 163640 ms
Total Talk Time (CUSTOMER): 177778 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/4f855a57-c45a-42ab-b1cf-b54d9c310564_20250331T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I called a few minutes, well, actually maybe an hour or so ago regarding a letter that I received from my mother. Um, it's regarding unclaimed property for a check that was issued in [PII]. She passed away in [PII], and I, I, I think I took care of this so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm pretty sure we got a letter before because she had this money outstanding and I was able to send in a notarized letter stating that I was the daughter and everything you know to to reissue it in my name and I'm pretty sure it was all handled but then I just got this.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Letter again on [PII] so I'm just trying to find out if there's anything that needs to be done if this is still sitting there and all that good stuff um but when I called the first time I couldn't remember her address so I have that information now and I was just calling back.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it. OK, so in short, we just need to make sure that this check has been reissued to you in your name.
[CUSTOMER][MIXED] Yeah, yeah, and like I said I'm almost positive it was but then I got the letter that said it was still showing unclaimed and I'm like I'm pretty sure I took care of this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, OK, we could definitely uh check all of that out. Um, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] No, that's fine. My name is [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure it's [PII]. I'll give you my cell phone number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 907-477.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and then just to clarify you did send in um like the death certificate and all of that?
[CUSTOMER][NEUTRAL] I'm, I think I did. I'm pretty sure and I'm, I, I pulled it up just in case and I've got it with me, but I'm like honest to God it was so long ago I, I really can't remember and there's so many things that go on when you're handling this stuff you don't know who's who by the time you're done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course, OK. Um, let's see. Give me just a moment.
[AGENT][NEUTRAL] OK, this was the only policy she had with us alrighty and then uh what was her name please and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Sure, and date of birth was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then if you could verify that address, please.
[CUSTOMER][NEUTRAL] OK, so her home address was [PII]. If you have a [PII] address on file, that is my address. OK, that's [PII] because all of her mail was forwarded to my address.
[AGENT][NEUTRAL] Yes, that's the one that we've got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it, yes, so that is the address that we have and I appreciate you verifying that. OK, bear with me just a moment, let me take a look here and try to see what in the world is going on for you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Not a problem thank you.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, [PII], give me just a moment. I'm just gonna put you on a brief hold. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], so here is what I'm going to do. I'm just going to reach out directly to uh the person who handles all of this information with unclaimed property and such um and give her your information to give you a call back um so I'm going to recap number that you gave me just to verify that that is correct, um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then if I could, can I also get a good email address for you?
[CUSTOMER][NEUTRAL] Um, sure, let me give you, I'm gonna give you my work email because sometimes my personal one things either go to spam or I have to search for them. I have no idea what's going on with it, so it's kind of, it's kind of long. OK, so it's [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] I know what you mean.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and there's [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. [PII], [PII], excuse me.
[CUSTOMER][NEUTRAL] So, uh, [PII].
[AGENT][NEUTRAL] [PII]. OK. So [PII].
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] Got it. OK, so I will get her all of this information, uh, briefly explain, of course the situation. She will be back, uh, in touch with you shortly, um, and then just to verify the letter that you got, I don't know that you have it there in front of you or not. OK, at the very top do you see anything that says this is not a bill or a request for payment?
[CUSTOMER][NEUTRAL] Yeah, I do, mhm.
[CUSTOMER][POSITIVE] Yes, that's exactly what it says, mhm.
[AGENT][POSITIVE] You do see that. OK, OK, just wanted to verify that will be helpful for helpful for her. Alrighty well I appreciate you [PII]. um I will give her this information you should hear from her shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK great thank you so much for your help.
[AGENT][POSITIVE] All right, thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][POSITIVE] Alright thank you bye bye.