AccountId: 011433970860
ContactId: a86cd7b0-7026-4620-8172-4ba835a25385
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196460 ms
Total Talk Time (AGENT): 122788 ms
Total Talk Time (CUSTOMER): 87427 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/a86cd7b0-7026-4620-8172-4ba835a25385_20250207T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am. I just received a call, um.
[AGENT][NEUTRAL] Ms. [PII], Miss [PII]? Yes, ma'am. Miss [PII], thank you for calling me back. I was just gonna send out another letter. Uh, I, I, I had spoke with you in July and you said that uh you were sending in the death, I mean, something showing that, you know, Mr. [PII] had passed away and you're gonna fill out the live claim form and as of today, we have not gotten it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I know, I, I, we can really.
[CUSTOMER][NEGATIVE] My husband's been in the hospital. I've been in the hospital and I just ain't got nothing done. I I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. That's not, I mean, there's no, there's no rush. I was just, you know, every so often we have to check to see if the next of kin still working on trying to get that information to us.
[CUSTOMER][NEUTRAL] And so what I want.
[CUSTOMER][NEUTRAL] OK, so you need uh a copy of his death certificate or what?
[AGENT][NEUTRAL] If you got a copy of his death certificate, that'll be fine. Or you got something showing his obituary, something showing where he's no longer living, and we need that life claim form that that was sent to you, that loss of life claim form. I need you to complete and get it signed and notarized so we can, and then that's, yeah, so yeah, so you do still have a copy of that letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't know, um.
[AGENT][NEUTRAL] Do you want me to, to resend it again?
[CUSTOMER][POSITIVE] Yeah, that would probably be good because we, we.
[AGENT][NEUTRAL] OK, tell me.
[CUSTOMER][NEUTRAL] I took all the paperwork and stuff out to, for the hurricane, you know, and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I didn't get it all back or I needed it, so.
[AGENT][NEUTRAL] OK, give me the address that you want me to send it to. Give me the address you want me to send it to.
[CUSTOMER][NEUTRAL] It's hard to find things.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], like a bunny rabbit.
[AGENT][NEUTRAL] Uh, is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, IT, OK, [PII] IT. I had it all wrong.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, OK, OK, well.
[CUSTOMER][NEUTRAL] [PII] uh-huh.
[AGENT][NEUTRAL] [PII], OK, and it's in where?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna make it to your name now. Spell your name for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], you know the full name [PII] or just [PII]?
[AGENT][POSITIVE] I want you, I want you, you, you, you can be [PII], just [PII]
[CUSTOMER][NEUTRAL] You don't know.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then spell your last
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll put it to your attention, [PII], so you can get it and uh you can see can you get this taken care of, but I appreciate you calling me back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I appreciate you calling back. I just drop the ball.
[AGENT][NEUTRAL] OK. All right. Thank you, Ms. [PII]. And when you get that paperwork, if you have any questions, just give me a call. So keep my number in my name.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. Appreciate it.
[AGENT][POSITIVE] You're welcome. All right, take care. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.