AccountId: 011433970860
ContactId: 6221f632-90ab-4704-af55-a6d55bebb97c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485779 ms
Total Talk Time (AGENT): 132432 ms
Total Talk Time (CUSTOMER): 234493 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/6221f632-90ab-4704-af55-a6d55bebb97c_20250205T16:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir
[CUSTOMER][NEUTRAL] Yes, just to start on info. I am calling about [PII]'s policy. Um, her policy number is 00.
[CUSTOMER][NEUTRAL] 459,140
[AGENT][NEUTRAL] OK. And um I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] I'm her sister.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And uh [PII] really quick if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you. uh, what can we help you with today?
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] [PII] had been paying on this policy ever since her husband passed, and she had forgot she had had it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we were trying to get him.
[CUSTOMER][NEUTRAL] Off of it and her a refund on what she's paid on him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have sent in the death certificate. I have sent in everything that you've asked for.
[CUSTOMER][NEUTRAL] And I was wondering if.
[CUSTOMER][NEUTRAL] I emailed the death certificate Friday and so I was calling back to see if you had it yet.
[AGENT][NEUTRAL] OK, OK. Give me just a moment. Um, let me take a look here.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] plans
[CUSTOMER][NEUTRAL] Call the number on your screen now.
[CUSTOMER][NEUTRAL] And financial cost savings.
[AGENT][POSITIVE] Bear with me just a moment, please. Appreciate your patience.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] That's fine. I can wait.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss [PII], um, I'm going to put you on a brief hold and reach out to our customer service department to see if that has been received. um, when was it sent to us, do you think?
[CUSTOMER][NEUTRAL] Uh it was sent Friday.
[AGENT][NEUTRAL] Friday, OK, alright, I'm just gonna put you on a brief hold while I reach out to them. I'll get right back with you OK?
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi there, how are you?
[AGENT][NEUTRAL] Good. I haven't talked to you in a while.
[CUSTOMER][NEUTRAL] It has been a little while. I recognized your voice, but your name threw me off guard for some reason.
[AGENT][NEUTRAL] It has.
[AGENT][NEUTRAL] The little yeah yeah it's been a while.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] What can I do for you, Ms. [PII]?
[AGENT][NEUTRAL] Alrighty well I've got someone on the line um she has I've called, I've spoken with her before she's calling um regarding her sister's policy with us, um, apparently her spouse had passed away. We had requested the death certificate and then of course the uh third party authorization form. I do see several notes, um, about whether it has been received or not. It looks like the care team got it, um, but I don't know that it was ever sent to customer service so I don't know if you could help me out with that, yeah.
[CUSTOMER][NEUTRAL] Oh dear Lord
[CUSTOMER][NEUTRAL] Alright, what's that policy number?
[AGENT][NEUTRAL] It is 459,140.
[CUSTOMER][NEUTRAL] 459,140
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alright thank you dear.
[CUSTOMER][NEUTRAL] OK, and this is for [PII].
[AGENT][NEUTRAL] Yes, yes, um, and then [PII] had passed away, uh, in [PII], I believe. Um, I'm speaking with her sister [PII].
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the spouse, this is the sister. [PII] is the sister.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, spouse passed.
[CUSTOMER][NEUTRAL] Back in [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I had called and I think I talked with her last week and she said that she emailed that information on Friday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Draft return in that account.
[CUSTOMER][NEUTRAL] Claims [PII] wanting to know if your death certificate and third party organization was received. It was emailed to the care team advised her to have them.
[CUSTOMER][NEGATIVE] Email it as I could not find the document in image or in the oh my gosh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] P R D T.
[CUSTOMER][NEUTRAL] Oh my [PII]
[CUSTOMER][NEUTRAL] My Lord.
[CUSTOMER][NEUTRAL] And no documents are found, right?
[AGENT][NEUTRAL] And according to that, what I see.
[CUSTOMER][NEUTRAL] Hold on, and imaging there's something 48 424.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Tickets at 25.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Just trying to open.
[CUSTOMER][NEUTRAL] And it's got 2 policy numbers on it.
[CUSTOMER][NEGATIVE] Oh my lord. Oh, that's what it was returned crap.
[AGENT][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] OK, do do do.
[CUSTOMER][NEUTRAL] 113
[CUSTOMER][NEUTRAL] What status.
[CUSTOMER][NEUTRAL] I'm sorry, I'm holding you up.
[AGENT][POSITIVE] No, no, no, you're perfectly fine.
[CUSTOMER][NEUTRAL] Um, this is [PII], so that would be in memory's folder. So let me check in.
[CUSTOMER][NEUTRAL] The communications hub.
[CUSTOMER][NEUTRAL] Let's see what I want customer service.
[CUSTOMER][NEUTRAL] Of the Japanese.
[CUSTOMER][NEUTRAL] Uh, let me do A to Z. I won't filter back customer service.
[CUSTOMER][NEUTRAL] Gosh, OK.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] I'm I don't see but
[CUSTOMER][NEGATIVE] Or I'm missing a column, where my column that shows me who solder goes suing customer service. Oh my gosh.
[CUSTOMER][NEUTRAL] What have I done? What have I done? What have I done? OK. Um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] With this like show me how to add this little sucker back.
[CUSTOMER][NEUTRAL] Um, OK, 459, let's just try that.
[CUSTOMER][NEUTRAL] Yesterday
[CUSTOMER][NEUTRAL] And I'm just gonna tell him to resend it again because I'm not, you know, I, there's a lot of not started in here and.
[AGENT][NEUTRAL] OK, that's what, yeah, from what I see it just looks like a bunch of back and forth so I don't know if it was ever found or ever received to begin with.
[CUSTOMER][NEUTRAL] Oh my lord, and there's two policies that both have oh one's individual, so we're only worried about the 40. OK, put Miss [PII] through.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right. Thank you, dear. You too, honey. Bye.
[AGENT][NEUTRAL] All right, bye.