AccountId: 011433970860
ContactId: 7629282e-d14d-43ae-929d-f24299bf2a56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429160 ms
Total Talk Time (AGENT): 170904 ms
Total Talk Time (CUSTOMER): 145857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/7629282e-d14d-43ae-929d-f24299bf2a56_20250320T20:25_UTC.wav
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[AGENT][POSITIVE] Afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling because
[CUSTOMER][NEGATIVE] I'm a little confused. My dad passed away and um I got a letter.
[CUSTOMER][NEUTRAL] I, I don't know when this was sent, but it, I ran across it and it just says your bank draft for the premium due in September has been returned by your bank. So I just, I think you guys already paid his life insurance, so I don't know if this letter was sent before you paid that or this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, you guys know he's passed, right?
[AGENT][POSITIVE] Check that for you and I'm so sorry for the loss of your dad. I've been there, so I know how it feels and I'm sorry.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEGATIVE] It's tough.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] It is, and there's so much business and people are like.
[AGENT][NEUTRAL] That's the hard part.
[CUSTOMER][NEUTRAL] Hey, I'm like, I didn't even know you existed.
[AGENT][NEUTRAL] And well, I mean, just the loss itself is
[AGENT][POSITIVE] Uh, undeniably tremendous, but, and then the after going through all this and finding out the, oh my gosh. I can tell you when my dad passed, we found, we found socks with pennies in them, you know, he was
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Just precious things like that. But you do all the paperwork you have to go through and uh uh.
[CUSTOMER][NEUTRAL] Oh yeah, I
[CUSTOMER][NEUTRAL] I can, I can relate like all the funny things we found, and he had my children's names and birthdays written down on like 40 different scraps of paper and different piles. And I think only once did he ever succeed in sending a card.
[AGENT][POSITIVE] That bless him, right. Oh gosh.
[CUSTOMER][NEUTRAL] Uh right.
[AGENT][POSITIVE] What is a good callback, Miss [PII]? I can help you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just just in case we get disconnected, I can get right back to you. And do you happen to have his policy number or social?
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I think his social is [PII].
[CUSTOMER][NEUTRAL] Let's try that and see if I finally memorized it.
[AGENT][NEUTRAL] Give me just one moment, let me get that pulled up.
[AGENT][NEUTRAL] Let's see what we got.
[AGENT][NEUTRAL] And what is his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that might not have pulled it up. Last name [PII]
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII], spelled [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It looks like, it looks like [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what is his first name is [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what was his date of birth? Do you have that?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, so I guess I got it so strong, right? I gotta go look it up.
[AGENT][NEGATIVE] Well, it didn't come up under that social you gave me.
[AGENT][NEUTRAL] And what state was he in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I have a different date of birth and it just may be because the policy is so old.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You have a different one than that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see, hang on.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm just checking it.
[AGENT][NEUTRAL] I'm just checking a couple of things. It does take me just a minute.
[AGENT][NEUTRAL] You said he was in [PII]?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's awesome. I, I think one day I might move to down to the [PII] I mean outside of [PII], so I know the coast well.
[AGENT][POSITIVE] But I think one day I'd like to live down that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Looking on here to see if I can find his date of birth and his paperwork.
[AGENT][NEUTRAL] So if you got a call, I mean a letter regarding his, that's gonna be for his payment.
[AGENT][NEUTRAL] On the policy, I believe, not for his benefit amount.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Does it and it doesn't have a date on it?
[CUSTOMER][NEUTRAL] It does. It's from September.
[CUSTOMER][NEUTRAL] But I just wanted to double check.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Sometimes one department doesn't talk to the other, I don't know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Just anytime I come across a letter that says you're delinquent or you owe us or you're in collections, I try to just call them even though I, even if I think I already have.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Yeah, this policy actually turned on 86-24, so that's not.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][POSITIVE] So that's not a problem.
[AGENT][NEUTRAL] And I did find a paper, you said his date of birth was a
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]. Got it.
[AGENT][NEUTRAL] OK, well, his policy is no longer active.
[AGENT][NEUTRAL] As of [PII].
[CUSTOMER][NEUTRAL] OK, and it's um
[CUSTOMER][NEUTRAL] Uh, you already paid the benefit, right?
[AGENT][POSITIVE] The benefit has been paid, yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, I thought so. OK.
[AGENT][POSITIVE] So everything's good.
[CUSTOMER][NEUTRAL] Just wanted to
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] This was a pleasure to assist you and thank you for calling [PII] and you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.