AccountId: 011433970860
ContactId: 5f8c2c45-ce29-423e-8839-d61bc7a7ff8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517940 ms
Total Talk Time (AGENT): 168053 ms
Total Talk Time (CUSTOMER): 164936 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/5f8c2c45-ce29-423e-8839-d61bc7a7ff8d_20250619T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, ma'am. I was speaking with a representative earlier and she put me on hold and then she came back and said that customer service was gonna have to call me and they called back and it's storming here and somehow or another we got cut off but her name was [PII]. Do you happen to know who that was?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII], hm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me see. What is your first name?
[CUSTOMER][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm calling about a claim for um [PII].
[CUSTOMER][NEUTRAL] We've been working on this since the [PII].
[AGENT][NEUTRAL] OK. I'm sure, yeah, they would probably, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said that she left a message that she needed more additional information.
[AGENT][NEUTRAL] OK, let me see. Do you have the policy number? Maybe there's some notes in there. Let me take a look. OK.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I, I, I don't. Um, his name was [PII], so I can tell you, and I got his date of birth.
[AGENT][NEUTRAL] OK, let me take it just.
[AGENT][NEUTRAL] Last name is it spelled [PII]
[CUSTOMER][NEUTRAL] I mean, the
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] And then spell the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then his date of birth?
[CUSTOMER][NEUTRAL] Oh gosh, I gotta look at the birth certificate. I gave it to her a while ago. Um, just a minute, I have to look that up again.
[AGENT][POSITIVE] No problem. I'm sorry.
[CUSTOMER][NEUTRAL] Alright, you're gonna have to wait just a minute.
[CUSTOMER][NEUTRAL] OK, his was uh [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] OK, so it looks like memory is the one that called.
[AGENT][NEUTRAL] And she said that we need a letter of testamentary showing the executor of the estate to be able to issue a refund of any unearned premium.
[CUSTOMER][NEUTRAL] OK, so explain that in common words.
[CUSTOMER][NEUTRAL] You need a letter from who?
[AGENT][NEUTRAL] Let's see, give me just a second.
[CUSTOMER][NEGATIVE] I don't know why they haven't told me this before. We've been dealing with this since really since April.
[CUSTOMER][NEGATIVE] And last time I called, I had gotten the um the birth certificates were not legible, so I sent them back. Last time I called, they said they, it was in customer service and they were cutting me a check.
[CUSTOMER][NEUTRAL] So I don't, I don't know.
[AGENT][NEUTRAL] Yeah, I'm sorry. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] So it's basically a document that's issued by the probate court. It just shows um that the executor has the legal authority to manage and distribute the assets.
[CUSTOMER][NEUTRAL] OK. Well, what if it didn't go to probate?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Because everything was divided between his, his brother and him, and they settled all that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] He owed nothing. I mean,
[AGENT][NEUTRAL] Let me see if memory can maybe, if she's
[AGENT][NEUTRAL] Available and let me see if I can just transfer you because she's the one that's working on this.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK. Well my phone picked it up as [PII].
[AGENT][NEUTRAL] It's OK, it's OK, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's storming here too. Is there any kind of um phone number you can give me that I could get back with you or her or whatever?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I haven't go through all that again.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah, here, give me just.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, and I think that's what happened when she called the lightning. Got it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I sent a message to memory, so let me see if she's, let me wait for her to respond back, but here's a callback number um are you ready?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what's your extension or whatever, or do I need that or?
[AGENT][NEUTRAL] Oh, that's, no, ma'am. That's a direct one, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, uh, give me just a second. I'm gonna get memory on the line and transfer her transfer you over to her. This number, the [PII], you're welcome, the [PII], that's the callback number though, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Calling, this is [PII] and customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. I have uh [PII] on the other line.
[CUSTOMER][POSITIVE] Hi, [PII]. Yes, thank you.
[AGENT][POSITIVE] No problem. You got everything that you need.
[CUSTOMER][POSITIVE] Yes ma'am, I still have all the stuff pulled up from where I was looking through everything.
[AGENT][POSITIVE] OK, I'm just gonna let her know I've got you on here and I'll transfer over. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for your patience, sir, [PII]. I've got [PII] on the line, so I'm gonna go ahead and put you through, OK?
[CUSTOMER][POSITIVE] Thank you very much. You have a good day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][POSITIVE] Hi, [PII]. It is. How are you doing? I'm good, Ms. [PII]. How are you doing today? I am wonderful. Uh, if I could get this straight, I would be even more wonderful.
[CUSTOMER][NEUTRAL] I understand