AccountId: 011433970860
ContactId: b54b2119-391b-4d82-9346-ae4d092ce581
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388399 ms
Total Talk Time (AGENT): 110896 ms
Total Talk Time (CUSTOMER): 144321 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b54b2119-391b-4d82-9346-ae4d092ce581_20250205T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I, I don't know really who I need to talk to on this. Uh, what I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL stock.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's see, my mother passed away.
[CUSTOMER][NEUTRAL] This was bought in.
[CUSTOMER][NEUTRAL] 6566 and 67.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] You said it's APL stock, is that what you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see who helps with that.
[CUSTOMER][NEUTRAL] Public life insurance company.
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] I mean it's it's
[AGENT][NEUTRAL] Go ahead, you're fine.
[CUSTOMER][NEUTRAL] It's, it's a common.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] It's a common.
[CUSTOMER][NEUTRAL] Class A stock.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Mom, I bet my grandfather bought it for my mother and put it in her name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] It's gotta be worth something.
[AGENT][NEUTRAL] Yeah, let me see who handles that. Give me just a second.
[CUSTOMER][POSITIVE] We're really all right utensils.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, give me just a second. I know there's somebody there.
[AGENT][NEUTRAL] Um, handle system I'm just trying to find out. Give me just a second here.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And like I said, my grandfather, he didn't buy junk.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And going through mom's stuff, I found these and she's never talked about them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Never talked about it to you.
[CUSTOMER][NEUTRAL] Or my brother.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well, I swear I have a note in here that tells me he handles that. Give me just a second. I'm so sorry. I've also asked in my group, so give me, I'm just waiting on a response also.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sure these things have split and doubled and whatever over 50 years.
[AGENT][NEUTRAL] Yeah, no telling, for sure.
[AGENT][NEUTRAL] So on the, so the stock that you, does it have a does it, does it have contact information or anything on it? Like, do you have any of the literature that came with it?
[CUSTOMER][NEUTRAL] No, oh.
[AGENT][NEUTRAL] OK, whose, whose name was the stock in?
[CUSTOMER][NEUTRAL] She prefers or.
[CUSTOMER][NEUTRAL] It was under Miss [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I haven't even looked at the fact.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me get a little more light on the subject.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It must be building that house.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The following
[CUSTOMER][NEUTRAL] Construed.
[CUSTOMER][NEUTRAL] Laws and regulations.
[CUSTOMER][NEUTRAL] The 2 it's by.
[CUSTOMER][NEUTRAL] Oh you receive
[AGENT][NEUTRAL] Oh, OK, I guess you talked to [PII] the other day. She's trying to find out too who's paying, so we're still trying to figure out who handles that. Um, hang on just a second. We do have all of your information. What was your name? just so I can make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is, my name is [PII].
[AGENT][NEUTRAL] Yeah, [PII], she's got your name OK she has your contact information. Let me escalate this up higher um so we can find out who handles that um sorry it's taking a little bit longer it's probably uh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, that's, you know, well, you know, squeaky wheel gets the grease and, and, uh, but, um, yeah, I, you know, I'm not looking to sell these, um, I'm looking to.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course, of course, yeah.
[AGENT][NEUTRAL] It's right, you just want to get information.
[CUSTOMER][NEUTRAL] Well, I wanna get them put my brother and my name, uh, uh, you know, I have her death I have her death certificate. I have her will, and let's see what is it?
[AGENT][NEUTRAL] OK. OK. So she's passed. OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And item 5, I do hereby will devise and bequeath the rest, residue and remain anyway, you know what I'm saying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, I know the will and everything, yeah, OK, OK, yeah, let me, uh, [PII]'s working on it, and I'm gonna see if I can find someone else that can get on this too so that we can get an answer for you because, um, yeah, so you can get that switched over into your name, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, well, we will get back with you. You're most welcome and we'll get an answer for you. You have a good day.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye