AccountId: 011433970860
ContactId: 8a77a947-d1f8-43be-ae65-9a678e030e92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685070 ms
Total Talk Time (AGENT): 121817 ms
Total Talk Time (CUSTOMER): 282229 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8a77a947-d1f8-43be-ae65-9a678e030e92_20250306T14:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you? Hello?
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] Fine. Hold on for a minute, please. Alright, go ahead.
[AGENT][NEUTRAL] Uh sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me get [PII] to call you back when he gets here.
[CUSTOMER][NEUTRAL] I have a car you will.
[CUSTOMER][NEUTRAL] Uh bye-bye.
[CUSTOMER][NEUTRAL] I'm sorry, are you still with me?
[AGENT][NEUTRAL] Yes, I'm here. Mhm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] OK. I need to talk to someone about a policy. My dad passed away.
[CUSTOMER][NEGATIVE] And I have the policy number. I have his social security number, I have his date of death, and um, I mean, I tried to talk to someone yesterday and they were supposed to have someone call me back and I never did hear anything from them. Can you help me with this?
[AGENT][NEUTRAL] OK. I can check and see um who needs to call you back, but I can see what I can do or if I have any notes, OK? Um, may I have your name?
[CUSTOMER][NEGATIVE] Yeah, I don't want to, I don't want to call me back cause I talked to somebody the day before yesterday and they were supposed to get back in touch with me. I need some answers.
[AGENT][NEUTRAL] OK. Usually a callback is 24 hours, but let me see what I can do. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah, it's, it's been moving.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII] My last name is [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I need, I need some satisfaction this morning. It's this, this is done drug going on 3 days and I need some answers. Go ahead, ma'am. What's your next question?
[AGENT][NEUTRAL] OK, may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number 1014688 is what I was told the day before yesterday.
[CUSTOMER][NEUTRAL] The name on it should be [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Social security number [PII].
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, go ahead. [PII].
[CUSTOMER][NEUTRAL] What do you you on the social security number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, first digit [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And what was your name again, ma'am?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] Spell that again. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm, that's all.
[CUSTOMER][NEUTRAL] Just so,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, go ahead, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, bear with me, let me go through the notes really quick, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I failed the other day to get the lady I talked to and
[CUSTOMER][NEGATIVE] She told me somebody would call me back within 24 hours and of course, I haven't heard anything.
[CUSTOMER][NEUTRAL] From her. I just need some answers on this.
[CUSTOMER][NEUTRAL] I've got my cost of life claim form, got it filled out. All I have to do is get it notarized, and I have dad's death certificate, and I'll send it back. I just need some questions answered.
[AGENT][NEUTRAL] OK, um, let me get Miss [PII] on the line one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Calling APL, you're speaking with [PII]. How may I help you today?
[AGENT][POSITIVE] Good morning, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing OK, so I'm doing good. Uh, what's the sons name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII], the same last name, [PII].
[CUSTOMER][NEUTRAL] OK, and uh [PII], OK, who did he talk to that they put somebody supposed been calling back, did he say?
[AGENT][NEUTRAL] He didn't say he didn't have a name, um, and I checked the notes, but I, I don't see that there was supposed to be a, oh yeah, there is a callback. Um, I know, I think it's the one that said that he was gonna get a call back, but it was for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which it was for cash value, which it doesn't make no sense, but yeah, if you can ask it.
[CUSTOMER][NEUTRAL] OK, so this, so, uh, he, uh, the insurer that has passed away?
[AGENT][NEUTRAL] Hm
[AGENT][NEGATIVE] Yes, he has passed away.
[CUSTOMER][NEUTRAL] When did he pass away?
[AGENT][NEUTRAL] OK. Oh, I didn't get that information. I just went through the notes and see that he has called before, so I didn't get the information. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so I can help him the best I can. I can't give him any information because he's not the name beneficiary, and you said his name is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] [PII], yeah, I don't know how to say that.
[CUSTOMER][NEUTRAL] OK. And this is for, this is for [PII] father.
[AGENT][NEUTRAL] Yes, for one, correct, yes. And let me give you a callback number. It's [PII].
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] All right. I can speak to him.
[AGENT][POSITIVE] OK. All right, thank you. Here he comes. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for holding and being patient for me. I got Ms [PII] on the lin[PII]
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello hello [PII]. My name is [PII] and I'm in the claims department and you're calling in reference to the life policy on your father, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, um, what, what was it, what, sir?
[CUSTOMER][NEUTRAL] Question is how much money is in how how much money is involved?
[CUSTOMER][NEUTRAL] I can't tell you that because you're not the named beneficiary. Can you give me the date of death?
[CUSTOMER][NEUTRAL] [PII] I think on that.
[CUSTOMER][POSITIVE] That's fine. He was [PII] and he found the Lord, so it's all good.
[CUSTOMER][NEUTRAL] OK, that, that is a blessing. Let me tell you, this policy, but it's got 111 pages. I'm gonna have to look through and get the name beneficiary. You said you're supposed to be the named beneficiary?
[CUSTOMER][NEUTRAL] I, no, it should be me and my two brothers. We should be 5 beneficiaries, [PII], do you have, do you have something? Do you have something on with you that shows that you?
[CUSTOMER][NEUTRAL] No, we do not, well, we can't find the policy or anything.
[CUSTOMER][NEUTRAL] OK, well, let me look through this policy because like I said, got 111 pages. Let me review and I'll give you a call back at [PII] correct?