AccountId: 011433970860
ContactId: b88d2490-6600-459e-a9ce-786e6cbc5ffe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174089 ms
Total Talk Time (AGENT): 46605 ms
Total Talk Time (CUSTOMER): 76656 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b88d2490-6600-459e-a9ce-786e6cbc5ffe_20250513T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team, and I've got a [PII] on the line, um, I guess her husband, who is now deceased, he used to be a broker with APL and she got a, a commissions check. Um, it says like final commissions check and um I had never heard of this, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, wanted to transfer her over to you to see if you could look and see. She wants to know is this the final checks she said she's received them for quite a long time, but they get smaller and smaller, so I wasn't sure how all that works so.
[AGENT][NEUTRAL] OK, let me put you on a brief hold because I think this might go to Leslie um or this might be a Leslie question, but let me put you on hold and check with the senior, OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Quick question
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] check
[AGENT][NEUTRAL] She wants to know
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] The question
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK perfect so I'm gonna take down um [PII]'s husband's name and then also her phone number we're gonna have to do a little bit of investigation on this it's not gonna be like a quick clear answer um so I just wanna give her the best answer possible so I'll give her a call back um when we have the answer.
[CUSTOMER][NEUTRAL] OK, um, his name was [PII].
[CUSTOMER][NEUTRAL] And he used to have a policy with us but she still has. I don't know if that will help any um because it'll have his social so um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But obviously that's not related, but I didn't know if it would help but that policy number is 573-972.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII]'s number is [PII].
[CUSTOMER][NEUTRAL] Uh, and then let me give you the check number. Um, it was only for like $7 and some change, um, but check number 204.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3037.
[AGENT][POSITIVE] Alrighty thank you [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day.
[AGENT][POSITIVE] Of course you too bye bye.