AccountId: 011433970860
ContactId: 7e1b5e89-b728-4877-922a-bd65e4d84d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553780 ms
Total Talk Time (AGENT): 168967 ms
Total Talk Time (CUSTOMER): 136403 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7e1b5e89-b728-4877-922a-bd65e4d84d24_20250106T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, I've been receiving letters from you. Uh, this is [PII] and my husband, [PII] passed away on [PII].
[CUSTOMER][NEUTRAL] And I don't know what to make of these letters. Um, I got one that is a refund check for [PII].
[CUSTOMER][NEUTRAL] Do you need my uh account number?
[AGENT][POSITIVE] Yes ma'am, please.
[CUSTOMER][NEUTRAL] Let's see if I can find it.
[CUSTOMER][NEUTRAL] I think I saw it.
[CUSTOMER][NEGATIVE] Oh darn.
[CUSTOMER][NEUTRAL] OK, um, policy reference number is 00154517.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you, [PII]. What's your husband's date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, the first, uh, that refund was on [PII], and on [PII], we received a letter that says we've received a claim on your policy, and a review of the claim has started. And then on the next day, I received the same letter and then uh on the [PII], I received a notice that we need to pay the premium.
[AGENT][NEUTRAL] OK, so let me look at.
[AGENT][NEUTRAL] And what's your address um [PII]?
[CUSTOMER][NEUTRAL] Uh, it's, um,
[CUSTOMER][NEUTRAL] Let me see, uh, [PII], I think. Let me look real quick.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, and is a good call back number the [PII]?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so, so the $76.51 is just um the, the refund of the premium of the policy, um, since your husband died.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] So, um, you can send that to the bank.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I should what?
[AGENT][NEUTRAL] You can, you can put that in the bank.
[CUSTOMER][NEUTRAL] OK, I did. Is that, what is the amount of this policy?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm looking
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So let's see what we.
[AGENT][NEUTRAL] Why is that not working?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like the benefit amount is $3145 3,145 dollars.
[CUSTOMER][NEUTRAL] OK. Now I don't need to pay any more premiums.
[AGENT][NEGATIVE] No, ma'am, do not pay any more premiums.
[AGENT][NEGATIVE] You can just disregard that letter.
[CUSTOMER][NEUTRAL] OK, why are they send, send me, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] When will I get this?
[AGENT][NEUTRAL] Um, that, uh, we are requesting, we received something, so let me see exactly what all we need.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look at this to see what we've received.
[AGENT][NEUTRAL] What else we are needing?
[AGENT][NEUTRAL] OK and um your husband had a trust set up, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, we are needing a trust documentation. We have not received that. Um, our examiner talked to your son [PII] on [PII] asking him for that information. So as soon as we receive that information from [PII], um, then we will continue processing your claim.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What, what, how, how do we get that documentation?
[AGENT][NEUTRAL] Um, you would send it to us.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Your lawyer should have uh the lawyer who set up the trust should have all the papers.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] I don't know why you need that.
[AGENT][NEUTRAL] Because we have to have um that paper since he set up a trust we have to have those papers.
[AGENT][NEUTRAL] To know that we're paying it to the right, the benefits to the right person.
[CUSTOMER][NEUTRAL] Well, I'm his wife. I'm his beneficiary.
[AGENT][NEUTRAL] Yeah, but, but we, yeah, we need the, we need the trust papers since he's setting up a trust.
[CUSTOMER][NEGATIVE] Well, that's gonna be a lot of trouble uh my lawyers in Little Rock.
[AGENT][NEUTRAL] Uh, you can, yeah, you can, no, you, you can probably call his office, tell him that you need this the trust papers and I can give you the fax number and they, they can fax it to us.
[CUSTOMER][NEUTRAL] And I don't, you know, I can't drive down there.
[CUSTOMER][NEUTRAL] OK, give me the fax number.
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You are very welcome. [PII], is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] Nothing, thank you.
[AGENT][POSITIVE] Alright, thank you for calling APO. Have a wonderful day.