AccountId: 011433970860
ContactId: 539f369d-9b04-49a6-a336-d9d7de704213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349839 ms
Total Talk Time (AGENT): 107471 ms
Total Talk Time (CUSTOMER): 68171 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/539f369d-9b04-49a6-a336-d9d7de704213_20250325T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling on behalf of my mother, [PII]. I don't have the same number in front of me because um
[CUSTOMER][NEUTRAL] I'm not at the house, but um I started a claim for her and I send in all her paperwork and I put on the paperwork to send anything to my address because she's deceased, so I wouldn't.
[CUSTOMER][NEUTRAL] Um, I have access to the mailbox, but it's not my mailbox. So is there any way that I can correct that information?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look at it. Um, what was the policy, um, what was the name on the policy?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] I'm sorry. I had some background noise there. Did you say her first name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] No yeah.
[AGENT][NEUTRAL] Um, what state does did she reside in?
[CUSTOMER][NEUTRAL] What state? Midland? I mean, sorry, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right. And then can I verify her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found her here. Give me just one second.
[CUSTOMER][NEUTRAL] And my name is [PII], which I'm her daughter, and I sent in my driver's license.
[CUSTOMER][NEUTRAL] Uh, her death certificate and letters of testamentary.
[AGENT][POSITIVE] All right, thank you [PII].
[AGENT][NEUTRAL] I see that here on the notes and everything like that let's see.
[AGENT][NEUTRAL] OK, so we wanna update or see if we can get this mailing address changed for the claims that are being any information sent out let me.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] See what we should
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The claims are still processing, correct?
[AGENT][NEUTRAL] Yeah, they're still in progress. Nothing has been, um, nothing's been processed at this time, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, just making sure because I don't want it to be too late.
[AGENT][NEUTRAL] Let me just see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] OK. So what would be the um mailing address, [PII], that you would like to have on file?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Pine in your circle.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just to confirm, I have [PII] that's in [PII]. Is that accurate?
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[AGENT][NEUTRAL] OK, uh, I will update that for the mailing address and then also notate that we spoke today why the address was updated in regards to this claim, um, and like I said, it is still showing in progress, so nothing, it looks like it's been updated at this time.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much.
[AGENT][POSITIVE] Yeah, not a problem, [PII]. Anything else I can do for you today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye. OK.