AccountId: 011433970860
ContactId: b8b76b6e-25e1-419c-82b2-428421b38417
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186460 ms
Total Talk Time (AGENT): 154096 ms
Total Talk Time (CUSTOMER): 49337 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/b8b76b6e-25e1-419c-82b2-428421b38417_20250530T21:39_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] Hey, [PII], this is [PII]. Um, you're handling my father's policy.
[AGENT][NEUTRAL] Yes, ma'am, it's.
[CUSTOMER][NEUTRAL] [PII]. Did you, you sent me an email back saying, did you send the, did you send it by mail in the mail?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of what you're talking about the policy?
[CUSTOMER][NEUTRAL] Yes, cause my lawyer had needed a cop of them.
[AGENT][NEUTRAL] That's another another department does that the same day I spoke with you, I request them to send a copy of that policy out to you. Now I can recheck, I can check back with that uh.
[AGENT][NEUTRAL] A particular area again to make sure that they did send a copy of the policy out to you, but the same day that I spoke with you is the same day that I requested them to send a copy of the policy to you and uh I can't remember what day that was. Let me see, can I bring up that policy.
[CUSTOMER][NEGATIVE] But I never
[AGENT][NEUTRAL] Yeah, they probably ain't got you probably ain't got it yet because that was sometime last week before last, so let me see, let me bring up his policy number.
[CUSTOMER][NEGATIVE] I never received it.
[CUSTOMER][NEGATIVE] Well, I should have gotten it.
[AGENT][NEUTRAL] No, it don't come that they don't, they don't come that fast. HIS and it's [PII] OK, let me find his policy number.
[CUSTOMER][POSITIVE] I like that.
[AGENT][NEUTRAL] 151282.
[CUSTOMER][NEGATIVE] Stroke.
[AGENT][NEUTRAL] OK, OK. 001512821. Let me see what day I spoke with you about that.
[AGENT][NEUTRAL] And I can tell you what day we asked them to send out late claim to you away and that was there we call them and then that was on [PII]. And so that was [PII], which was last Wednesday. So even if they mailed it out on that Thursday or Friday, you remember it was a holiday. The [PII], Monday was a holiday. So that's why you probably ain't got it yet. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. I was just checking in. I'll be looking for.
[AGENT][NEUTRAL] Yes ma'am. And it does, and it does and it does supposed to be going to that uh address in [PII].
[CUSTOMER][NEUTRAL] Oh, in [PII]?
[AGENT][NEUTRAL] Well, not [PII]. Whatever your, well, let me see what address it is. Let me.
[CUSTOMER][NEUTRAL] No, nobody
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I used to live in [PII], but no, I live in [PII] now.
[AGENT][NEUTRAL] No, it's [PII], it's [PII], that's right. It's going to the address in [PII]. Yeah, that's the one it's going. Yeah, well, you got your last mail from us. Now, if you don't have it by next uh Wednesday, give me a call back and I can reask them to send it again. So at least give it to by next Wednesday.
[CUSTOMER][NEUTRAL] OK. All right then.
[CUSTOMER][POSITIVE] OK. All right then, thank you.
[AGENT][NEUTRAL] OK, but yeah, yeah, yeah, because it couldn't be emailed to any, it couldn't be emailed, it has to be mailed out. Yeah, and I explained it to, to your attorney. So, yeah, so once they, once you get it, you can give it to him. But if you don't have it by next Wednesday, call me and I'll ask them to send it out again. OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're welcome. Anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] All right, bye-bye. Uh-huh.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, you have a great day and thanks for calling American Public Life. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.