AccountId: 011433970860
ContactId: 57d39425-ea6c-4241-8ef2-1337b23e35cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285179 ms
Total Talk Time (AGENT): 48787 ms
Total Talk Time (CUSTOMER): 106794 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/57d39425-ea6c-4241-8ef2-1337b23e35cd_20250326T17:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling in regards to a cancer policy benefit. I had correspondence from someone in your department, customer service named [PII].
[CUSTOMER][NEUTRAL] Do you have uh
[CUSTOMER][NEUTRAL] That number possibly.
[AGENT][NEUTRAL] Um, I'm not familiar with, uh, who [PII] is right off. Um, I'm so sorry you did say that you've received correspondence from us and it was from [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Yes, let me read that to you and make sure that you may can help me from that even.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Alright, what I got was uh this was for [PII].
[CUSTOMER][NEUTRAL] And it said good afternoon Mr. [PII] we received the death certificate for your loved one and it's being processed. We need the following information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says, uh, if your loved one has an estate established that a pro and is probated we need a copy of those papers which I have been trying to get to you guys and then it says no estate was established. We need the names and addresses of the surviving heirs, which I can give you that too, and it says please respond to this email with the these requesting information signed [PII] customer service.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And that's the end of
[AGENT][NEUTRAL] I think it's [PII]. Is that, is that what you're seeing?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Uh, [PII], is that what you're seeing?
[CUSTOMER][NEUTRAL] Uh yes, yes, yes, it is, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] uh let's see, [PII]
[AGENT][NEUTRAL] Yes sir, OK, OK, I think that's right that I was a bit confused. That's OK. No, I was like I don't know [PII]. I don't think. OK, well, we could get that pulled up, um, so what, what kinds of questions did you have? Uh, is that how to get that information to us?
[CUSTOMER][NEUTRAL] Uh, yeah, I didn't have my glasses on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, and to make sure that I was understanding.
[CUSTOMER][NEUTRAL] What I needed to do. Now what I got and I wanna make sure that when you say a.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, probated, which means that we have a state set up and I am the executor of the state.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that the copy that you're referring to?
[AGENT][NEUTRAL] And that should be sufficient um we can go ahead and get that uh policy pulled up though just so I can take a look at what that correspondence.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hello, I'm ready.
[CUSTOMER][NEUTRAL] Damn.