AccountId: 011433970860
ContactId: 5e9eeac3-add2-454d-b1f1-c9a2d90cd18d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408959 ms
Total Talk Time (AGENT): 107659 ms
Total Talk Time (CUSTOMER): 220962 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5e9eeac3-add2-454d-b1f1-c9a2d90cd18d_20250305T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, [PII], my name is [PII]. I was trying to touch base with you about my mom and dad's insurance stuff.
[AGENT][NEUTRAL] OK, I can help you with that. I.
[AGENT][NEUTRAL] Uh, do you have a policy number?
[CUSTOMER][NEUTRAL] No, I don't think I have it with me. I'm home, see if I can find it in my.
[CUSTOMER][NEUTRAL] Um, I, I think everything was, I was supposed to fax over my mom and dad's death certificates to or my dad's death certificate over there to you. I got an email, uh, from you.
[AGENT][NEUTRAL] OK OK.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] I believe I'm sorry I'm I'm driving my police car so I can't.
[AGENT][NEUTRAL] I remember the name. Mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I, I can't look on, yeah, I'm sorry.
[AGENT][NEUTRAL] I, I, I can look it up by name, um, and it was [PII] [PII] Y, right?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And your dad's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you know his date of birth?
[CUSTOMER][NEUTRAL] Uh, expired [PII].
[CUSTOMER][NEUTRAL] OK. Um. No.
[CUSTOMER][POSITIVE] Oh I'm sorry.
[AGENT][NEUTRAL] That's OK. It's OK. Let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] February.
[CUSTOMER][NEUTRAL] Yeah, oh crap, I have to, I'm have to pull over real quick. Give me just one second.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, how about his address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wait, I'm sorry, his date of birth is gonna be um.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. It looks like, um, I have canceled the policy. I'm waiting on approval on the, uh, refund amount, uh, to refund it back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because it was like 20 years of it and did y'all cancel because you know my mom passed away too, so did that get canceled as well?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, do you know how long that approval should take or what, what is there anything I need to be doing on my end?
[AGENT][NEUTRAL] Uh, no, it's nothing on your end. Um, it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I'll, I'll get with my supervisor and see.
[CUSTOMER][NEUTRAL] I know sometimes I have a a problem with the concept of time so I don't, I can't remember when [PII] faxed all that stuff and it's, you know, I'm a dude. I don't time and dates don't, I never keep up with me very well, but so yeah, I just wasn't sure because, uh, um.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII] asked me if I've heard anything and and we were talking uh while we were in court the other day and.
[CUSTOMER][NEUTRAL] And so I thought, oh maybe I should touch base and stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, uh-huh. Yeah.
[CUSTOMER][NEUTRAL] So do you, do you know how much that refund is?
[AGENT][NEUTRAL] Uh, let me see if I can find it, um.
[CUSTOMER][NEUTRAL] I just, I just didn't hear. I just, I, I know [PII] is the one been emailing you for me and faxing stuff over for me, so I know she gets busy with a lot of her stuff from court and and all that, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I, I just didn't know if something if we overlooked something or missed something or.
[CUSTOMER][NEUTRAL] Because I know she had a correct I I.
[CUSTOMER][NEGATIVE] She told me the email where she corrected my address and then email to you or something, so I was like oh crap maybe you know that got lost in transition and it got sent to the wrong address or something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And you're at [PII], right?
[CUSTOMER][NEUTRAL] Yes, [PII], yes, but yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I think on the bars they put [PII] for some reason.
[AGENT][NEUTRAL] Right, are you the executor for her estate or?
[CUSTOMER][NEUTRAL] Yes ma'am, my sister, uh, she's special needs and so, um, I before my mom passed away I became power of attorney over, uh, my mom, my sister, my nephew who is also special needs, so and I had to move them into a section 8 apartment I mean it's been something else, um, so yes, I, I, I, I, I'm assuming everybody else is, I'm the one that everybody's been sending bills to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm yes I guess I am, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm still looking for the amount. Let me see if I can find my email.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me plug this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm showing it's approximately 3500.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Oh, that's cool. I wasn't sure.
[CUSTOMER][NEUTRAL] I was just kind of kind of curious.
[AGENT][NEUTRAL] Man
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Is there anything else that I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I just wasn't sure if there's anything I needed to do for you. I, I, I didn't know how long something like that.
[CUSTOMER][NEUTRAL] Takes or if I like I said I, I wouldn't share with [PII] emailing you if I missed something or she missed something or you know anything like that I, I, I didn't wanna make your.
[AGENT][NEUTRAL] All right. Mhm.
[CUSTOMER][NEUTRAL] Your job hard or anything like that.
[AGENT][NEUTRAL] No, uh, it, it, it's fine. I'm just waiting on, uh, the approval on the amount, is all.
[CUSTOMER][POSITIVE] OK, alright, well I sure do appreciate everything.
[AGENT][NEUTRAL] And I, I, I
[AGENT][NEUTRAL] OK, and I'll check back with her and, and see when she's gonna get that looked at for me.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] OK, yeah, I was just, I was just curious. Like I said, I, I didn't want anything to get messed up on my end, but I was like crap is you did I forget to do something or send something or, you know, I don't, I don't ever wanna hold somebody up from doing their job.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So no that's really it, but I do appreciate everything.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. I hope you have a wonderful day, Mr. [PII]. Be safe.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[CUSTOMER][POSITIVE] Alright thank you thanks so much alright bye bye.
[AGENT][POSITIVE] Mhm. Thank you. Bye bye.