AccountId: 011433970860
ContactId: 72f9aff4-eec5-4338-b79e-414839627cc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134160 ms
Total Talk Time (AGENT): 93433 ms
Total Talk Time (CUSTOMER): 27029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/72f9aff4-eec5-4338-b79e-414839627cc9_20250103T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I received a voicemail from you yesterday, uh, regarding uh a claim being made for the death of my father.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] His
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you, [PII] for calling me back. And your father name is [PII], correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yes, yes, I had called you yesterday because we received the life claim information for to get the benefits paid, but once the legal, our legal department reviewed the claim based on the information we received and what we got on file, we need something, some kind of copy of the document of that trust. It don't have to be the whole crust. We just need something showing where the mother.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The name Miss [PII]'s name is on there with the crust, so I sent a letter out yesterday to to her. I mailed it to the address that was on the system asking for y'all to send in a copy of the crust showing her that her name and information on there, and I can give you our fax number. You can fax it if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just give me a minute, uh.
[CUSTOMER][NEUTRAL] And that OK go ahead.
[AGENT][NEUTRAL] The fax number is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you can put my attention, [PII] if you like and make sure you have both of the policy numbers on there because you know you got two separate policies.
[CUSTOMER][NEUTRAL] Right, right, right.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And we just need something showing that trust with her with her name and stuff on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, I'll try to do that today.
[AGENT][NEUTRAL] All right. Anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Not at the moment.
[AGENT][POSITIVE] All right. Well, thank you for calling us back and you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.