AccountId: 011433970860
ContactId: 8212276b-5445-4c15-ae6d-e8a889c79f3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150240 ms
Total Talk Time (AGENT): 75709 ms
Total Talk Time (CUSTOMER): 75908 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/8212276b-5445-4c15-ae6d-e8a889c79f3c_20250429T14:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is uh [PII]. I was talking to someone yesterday about my sister [PII]'s uh policy.
[AGENT][NEUTRAL] Yes, ma'am, Ms. [PII].
[CUSTOMER][NEGATIVE] And I sent the wrong, and I sent the wrong death certificate.
[AGENT][NEUTRAL] I thought that may have been what happened. Um, so I was just about to respond to your email and ask you. Um, so have you got missus?
[CUSTOMER][NEUTRAL] No, I do not have it. I had that one on my phone from, I guess we had sent it to y'all earlier when [PII] passed away.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's what I had and I looked at it and I said, oh yeah, this comes from Tanker. This is, yeah, this is it. And so I just nailed it and then I looked at and said, oh no, that was [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] But it was already after [PII], so.
[CUSTOMER][NEUTRAL] But no, um, [PII], their son is, he's my nephew and he's here with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we live about 2 hours. I live about 222 hours from them. And he just came up here to visit me for a couple of days and so he's going home, I think today maybe. And when he gets it, then he'll send it to you. Is that OK?
[AGENT][NEUTRAL] Yes ma'am, that's fine and he can email it in just like you did or he can, he can mail in a copy whatever is easier for him. um I did see in the notes that he had called yesterday, um, so I guess that was you and him possibly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. Wait.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, yeah, so I just wanted to um follow up because you know I've been dealing with y'all for a while on Missus policy, um, so when I saw those notes I was like, oh, OK, well maybe they have her death certificate and I opened the email and I was like, well that's not hers. So, um, I was just trying to follow up but yes ma'am, that's totally fine.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] And that was my fault. I just didn't look at it good.
[AGENT][POSITIVE] That's all right. I understand.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] That we, we had to send it so many places. So anyway, well, listen, I said it and we'll get that done as soon as we can, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], was there anything else I could do for you?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Alright, you have a wonderful day and thank you so much for calling APL. Thank you.
[CUSTOMER][NEUTRAL] You too
[CUSTOMER][NEUTRAL] OK bye bye.