AccountId: 011433970860
ContactId: 6d6767b7-7d5b-466c-8c74-809a3d5daf9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332980 ms
Total Talk Time (AGENT): 113081 ms
Total Talk Time (CUSTOMER): 142632 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/6d6767b7-7d5b-466c-8c74-809a3d5daf9b_20250320T17:25_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, this is [PII], and I've been trying to get in touch with Ms. [PII] now for about 3 days. Does she still work there?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, [PII] in claims.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yes, she does. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But she don't call me back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I can't never, you know, I've, I've got the extension and I called and she never answers. I just want she working from home or is she working or what?
[AGENT][NEUTRAL] Let me check and see if she's here today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh, she's not working today.
[AGENT][NEUTRAL] She's
[CUSTOMER][NEUTRAL] When does she work?
[AGENT][NEUTRAL] She normally works Monday to Friday, but she's on vacation this week.
[CUSTOMER][NEUTRAL] Oh, OK. You, you think she'll be back this coming Monday?
[AGENT][NEUTRAL] I don't.
[AGENT][NEUTRAL] I'm currently out of the office Tuesday through Mon until Monday so I'm not sure if she's gonna be back Monday or Tuesday.
[CUSTOMER][NEGATIVE] OK, let me, can you see my uncle passed away and he had a life insurance policy with the railroad. He worked for the railroad. He retired with it and uh, uh, he died and I supposed to get it, uh, uh, I'm, I'm just not getting the, uh, what do you call it, the, you know, what they do when they die, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Death certificate?
[CUSTOMER][NEUTRAL] Oh, well, I've got all that and, and the, and the, and the will. I think I sent that to her, but it, I'm supposed to get it uh probate, probate, which I'm doing now and the lawyer's supposed to be sending me that stuff yesterday. But lawyers, they, man, good lord, they're slow. anyway, I was just calling her to tell her that I was gonna send it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then the lawyer give it to me, gives it to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I don't, I guess.
[CUSTOMER][NEUTRAL] But you, if she's handling the file, you wouldn't have it then, would you?
[AGENT][NEUTRAL] Uh, no, sir, I don't have access to any claims. Uh, I'm in customer service, um, but I can get somebody in our claims department that can, um, see if they can um help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah, so to just track out.
[CUSTOMER][NEUTRAL] I do not with me, no, I don't. It's [PII].
[AGENT][NEUTRAL] OK, and it's [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And his first name is [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] I, OK.
[CUSTOMER][NEUTRAL] [PII] was his name.
[AGENT][NEUTRAL] And and can I get your name and uh a good call back number.
[CUSTOMER][NEUTRAL] All right, I'm, [PII].
[AGENT][POSITIVE] Oh, yes. And a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Here's his policy.
[AGENT][NEUTRAL] OK, would you like for me to get somebody in the clients department to see if they can check on that for you?
[CUSTOMER][POSITIVE] Uh, yes, ma'am, if you would, thank you.
[AGENT][NEUTRAL] All right. And can you verify his date of birth?
[CUSTOMER][NEUTRAL] Uh, no, it's April, uh, like [PII]. I, I don't know it exactly.
[AGENT][NEUTRAL] OK, alright, well thank you and hold on just a moment now.
[CUSTOMER][NEUTRAL] I mean, it's, it's all written down. It's all written down somewhere and I don't know where it is, but it is [PII], he's [PII] older than me, so and I'm [PII], so he was [PII], well, at that time when he died he was [PII] I think.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] That's OK. That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, hold on just a moment, I'll connect you with.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm, thank you. Hold on just a moment. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] You have a good day and I'm sorry for your loss, but um hold just a moment, I'll connect you.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Mm, thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm good. I have [PII] on the phone. Uh, he's calling on his uncle's life policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he, he can't get a hold of Bessy, but he's, he's asking about some paperwork or something.
[CUSTOMER][NEUTRAL] OK, uh, what's the policy number?
[AGENT][NEUTRAL] 152991.
[AGENT][POSITIVE] And I've got a good callback number just in case. Well, it's just.
[AGENT][NEUTRAL] The same number that he's calling from.
[CUSTOMER][NEUTRAL] waiting for completed forms now said that have see like one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright you can send them on over mhm.
[AGENT][POSITIVE] All right, here he is. Thank you, [PII].
[CUSTOMER][POSITIVE] Good afternoon