AccountId: 011433970860
ContactId: 5bc7949d-126d-4be6-bf43-7907af442492
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216869 ms
Total Talk Time (AGENT): 111643 ms
Total Talk Time (CUSTOMER): 115839 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/5bc7949d-126d-4be6-bf43-7907af442492_20250228T21:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII] just the storyline again. I'm sorry.
[AGENT][NEUTRAL] No, it's OK. Are you all right?
[CUSTOMER][NEUTRAL] I would, I
[CUSTOMER][NEGATIVE] I'm all right. I just, um, I can't eat anything without throwing it up and I should have known that.
[AGENT][POSITIVE] Oh bless it.
[CUSTOMER][NEUTRAL] But anyway.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So what do we need to do? I don't know, I don't know who is on her.
[CUSTOMER][NEUTRAL] I don't know who would be her beneficiary, but I know what she told me to do with it. So, I've been trying to get this, well, you know, I've been trying to get it for her for a month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um, so it, it's not a life policy, so she probably didn't put anybody on there.
[CUSTOMER][NEUTRAL] I know, I know she didn't want her son.
[AGENT][NEUTRAL] Um, and did she have an estate?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. But she does have one son, right?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She has one son and I'm telling you, he uh.
[CUSTOMER][NEGATIVE] He don't need nothing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, it's all right. I understand. Um, I will have to get some help on this, Ms. [PII], because typically it does go to the next of kin, so it would, would go to him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't care for it going down. It'll go in her checking account and what when it goes into her checking account is what what I'm supposed to do with it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put it in a checking account and divide it between the three, the son and the 2 grandsons.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and she told me, she said, I'm doing this because I know you will do it.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, and she don't want him to have it.
[AGENT][NEUTRAL] Let's, let's give it a little bit longer, Ms. [PII], before I cancel the check to make sure to see if it'll come in, because I already wrote it out to her.
[AGENT][NEUTRAL] And so if you can get it since it's written out to her you can have it deposited into her account that if I cancel it and have to reissue it, I would have to send it to her next of kin that's just our policy, um, so let's let's give it a couple, let's give it a few more days and see if y'all get it and I'm gonna be keeping an eye on it too, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Out there like
[CUSTOMER][POSITIVE] I'll do that. I'll, I'll be, I'll do that. I can come back up here every day and, and, and watch the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'm sorry that you're having to do that, yeah.
[CUSTOMER][NEGATIVE] I hate to be that way.
[CUSTOMER][MIXED] hate to do it, but that's what she wanted. That's what [PII] wanted.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and you know, you know like nobody messed with this for the last few months but me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You've talked to me enough, but yeah, if that's the best to, to, let's just leave it like it is for now and then I'll, I'll watch for it and then I'll call you, I'll call you back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it, I'll call you. I'll give it another week.
[AGENT][NEUTRAL] All right, Mr.
[CUSTOMER][NEUTRAL] Give it another week.
[AGENT][POSITIVE] OK, sounds good to me and uh when you do get it, just, just uh give me a call, let me know, OK?
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][POSITIVE] Just so that I can, I'll know that you got it.
[CUSTOMER][POSITIVE] I'll give you a call.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] All right, Ms. [PII]. Thank you. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] Uh, thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.