AccountId: 011433970860
ContactId: 9fb4a03c-efbe-482e-b290-fc01917fb4cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674690 ms
Total Talk Time (AGENT): 163081 ms
Total Talk Time (CUSTOMER): 100857 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/9fb4a03c-efbe-482e-b290-fc01917fb4cd_20250618T21:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I just got a call from this number. I'm calling this number back.
[CUSTOMER][NEUTRAL] So I was wondering what it's for.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, this is APL American Public Life Insurance. Do you have a policy with us?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's, uh, how, how can I see this?
[CUSTOMER][NEUTRAL] We're supposed to be my boys and I are supposed to be receiving the uh the the life insurance to the late [PII].
[CUSTOMER][NEUTRAL] Edison
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Gray ice. I think she went back to gray ice.
[CUSTOMER][NEUTRAL] And she passed back in February and the policy, the insurance policy had was, she had her name on there as, as her beneficiaries.
[AGENT][NEUTRAL] OK. Um, did, um, did you get like a voicemail on the callback or no?
[CUSTOMER][NEUTRAL] I think there was a voicemail. I didn't listen to it. I'm just calling this number back.
[CUSTOMER][NEUTRAL] And so that's what it's about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I know who called you, what department and what exactly they were calling you about.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, what is your name?
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] Hello, you're breaking up. I cannot hear you. Hello?
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEGATIVE] I, I cannot hear you. You're breaking up.
[CUSTOMER][NEUTRAL] Clearly
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Yes, um, may I have your name?
[CUSTOMER][NEUTRAL] What now?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], you said [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] And first name spelled as [PII]
[AGENT][NEUTRAL] Let me check and see if.
[AGENT][NEUTRAL] If I can find who called you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see what I can find.
[AGENT][NEUTRAL] And you say you don't have a policy, um, but you believe you are in um
[AGENT][NEUTRAL] In a life policy.
[AGENT][NEUTRAL] Beneficiary, right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you give me the name again of the person that you think you're in the policy as a beneficiary to see if I can find them?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It used to be, uh, her married name used to be [PII], and it's changed it back to her maiden name, Gray Eyes, [PII] Eyes.
[CUSTOMER][NEUTRAL] I'm not sure what she had on that policy.
[AGENT][NEUTRAL] It it's just like it sounds gray ice.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Gray eyes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's uh her last name was Grey Eyes, [PII]
[CUSTOMER][NEUTRAL] Her first name was [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm seeing.
[AGENT][NEUTRAL] Still waiting.
[AGENT][NEUTRAL] Mr. [PII], is there any way you can go back to that, um, voicemail and check to see if you can notice the name of the person who called?
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] I probably have to hang up for that one. I'm let me check it.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's give it a minute or two more and see if somebody will answer. I just put on the general shot, but there's a lot, uh, little places, um, so let me see if somebody will respond.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] I'm still here. Mhm. Yes, I'm still here.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] No, so far, no one has.
[AGENT][NEUTRAL] Indicated they have call you um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm waiting on one more person to respond, but I haven't got a respond back from her.
[CUSTOMER][NEUTRAL] Maybe she's busy with somebody else?
[AGENT][NEUTRAL] It's probably calling somebody else, yeah, um.
[AGENT][NEUTRAL] She's the one that works on the life policy, so more than likely that's the person you need that probably called you. So I'm just waiting on her to respond.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she seems to be in a call um.
[AGENT][NEUTRAL] If she's the one that called you, I'm, I'm gonna have her to call you back. Is that OK? Because, yeah, she's not answering right now and I don't wanna keep you holding. Um, but yeah, if you can listen to the voicemail and like if you get a name, um, what I'm waiting or who I'm waiting for is Miss [PII]. If she's the one that left that voicemail, she, she should call you back. But if it's not [PII], if you can give us a call back with the name, we can definitely get them on the line for you, OK?
[CUSTOMER][NEUTRAL] OK. That's fine. That's fine.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. OK.
[AGENT][POSITIVE] All right. Have a good afternoon.
[AGENT][NEUTRAL] Mr. [PII], thank you. No.
[CUSTOMER][POSITIVE] You too thank you.