AccountId: 011433970860
ContactId: 57325441-878c-4034-ab04-22796c293d59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198699 ms
Total Talk Time (AGENT): 59129 ms
Total Talk Time (CUSTOMER): 129002 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/57325441-878c-4034-ab04-22796c293d59_20250512T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine thanks how are you?
[CUSTOMER][NEUTRAL] I'm OK, thank you. I have uh an insured on the line with policy number 727.
[CUSTOMER][NEUTRAL] 291.
[CUSTOMER][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] And her phone number is the one in the system.
[CUSTOMER][NEUTRAL] She was calling regarding.
[CUSTOMER][NEUTRAL] The claim [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she knows that the benefit was paid, but she's got a question now um because we had to split the payment between her and her adult, his adult children rather.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she's wanting to find out if there is a way.
[CUSTOMER][NEUTRAL] That her attorney can send something to APL so that they we do not have to do that in the future because she has other claims to file for him.
[CUSTOMER][NEGATIVE] And it sounds like there's some bad blood there. I don't see any notes where I can clearly answer her question as to, to any, you know, thing of what she said, but
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, I can help her with that. Um, I mean, her attorney can send us something that we can send to legal, um, as far as I know, like whenever we split the payments, we go by, you know, if there was like a will or a testamentary or we go by what the, the laws are in the state, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm. OK. And she
[AGENT][POSITIVE] Most likely no, but they're pretty to send us whatever they want.
[CUSTOMER][NEUTRAL] Yeah, OK. And I think that she did, she did say that she had been told it had something to do with the law in [PII]. But anyway, I, I've never had this question come up.
[CUSTOMER][POSITIVE] And she's a really nice lady. I just, so I, I, yeah.
[AGENT][NEUTRAL] Yeah, well,
[CUSTOMER][NEUTRAL] I never have been asked that. That was a new one today, so that's not something new for today.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I don't know. I mean, I've had issues where they have, you know, they don't agree with our decision of how the payments are split, but unfortunately, like, you know, we have to go by what the law says so.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Sure, I understand, and she will too. She's just, you know, I just would like for one of you all to clarify that with her.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Since I've never been asked that before. OK, [PII], well thank you so much and she's fully verified as well.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK, you're welcome and thank you so much have a great day OK?
[AGENT][NEUTRAL] OK. You too.
[CUSTOMER][NEUTRAL] Oh, it looks like she may be gone.
[CUSTOMER][NEUTRAL] But I'm gonna release the call anyway, OK? In case it's just something with the phone that I can't see, OK, but her phone number is that one on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and if you do, when you make your note.
[AGENT][NEUTRAL] Um, when you do make your notes and if she did and if you can just put that in there kind of what I said just in case if she calls back we'll know what to tell her.
[CUSTOMER][NEUTRAL] OK, I pretty much already said that that it was due to the law, but anyway, um, if you can, but again, her phone number is the one that's on file because she's now the primary on the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Since his passing. And um
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye.