AccountId: 011433970860
ContactId: b8cd01b4-3473-483f-bc86-47f9ecbbb10e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323739 ms
Total Talk Time (AGENT): 201664 ms
Total Talk Time (CUSTOMER): 130346 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/b8cd01b4-3473-483f-bc86-47f9ecbbb10e_20250207T17:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. You're speaking with [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], this is [PII]. You called me a little while ago. I think about a claim on an insurance policy that I've been writing about.
[AGENT][NEUTRAL] Uh, yeah, but I mean if you've been writing about it, we ain't got it yet, but let me pull up my information. Hold on one moment and you, you, your name is what?
[CUSTOMER][NEUTRAL] My name is [PII]. Your insured would have been [PII].
[AGENT][NEUTRAL] Uh-huh. And your husband is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Great, yeah, uh-huh, that's why I called [PII], the son, uh-huh. Let's see, and I'm bringing it up. Give me one second because yeah, I'm sending out information now trying to get uh information. So give me one second. OK, pull up, uh, what I just did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 00130174.
[AGENT][NEUTRAL] OK, let's see. Let me read my notes. Give me one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, cause I'm gonna, uh, not, OK. 1130.
[AGENT][NEUTRAL] are we trying to get [PII]. What they got? OK, that was called um [PII], [PII], we'll also send a letter, uh, uh, yeah, this is the one where we got uh the will and we needed the letter of testamentary showing where the wheel was, you know, probated and that's what we've been asking for because it, it said that the state was set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the will was never probated. Um, [PII] had a trust a long time ago, and the only, the only purpose of the trust was to deal with her house.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and that operated outside of probate because, you know, the title to the house was transferred to the trust. And then when she died, the trust transferred the title to the four boys. That left only her bits of personal property, you know, clothes, this and that, uh, a few things of furniture, and there was no need.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, yeah, so.
[CUSTOMER][NEUTRAL] To probate the will for that.
[AGENT][NEUTRAL] OK, OK, so did y'all get that letter from me asking for that information?
[CUSTOMER][NEUTRAL] I think so. It's been a completely insane last couple of months, uh, and
[AGENT][NEUTRAL] OK, yeah, cause I need something, I need something in writing stating that there was the will was never probated and then we'll know that we'll send it to our legal department for the benefit would be split between the living children that you got on this uh lost claim form that was sent, which is [PII], and [PII].
[CUSTOMER][NEUTRAL] Right, that's all of them. Uh.
[AGENT][NEUTRAL] Right. Uh-huh, uh-huh. So can you, can you, can you, can you send something in a letter stating that I can send it all to our legal department showing that we got the will.
[AGENT][NEUTRAL] And I might can do it with uh without since you're saying there's no wheel set up, I I can do, I mean, no, it wasn't probated. I might can just do it by your word of mouth cause you're telling me that there was no uh that was, it was not probated. So can you spell your first name for me so I can have this in notes and I'll send this to our legal department.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. My name is [PII]. [PII]
[AGENT][NEUTRAL] OK, spell it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name [PII]. I'm married to [PII].
[AGENT][NEUTRAL] And your wife, [PII]. OK. [PII]. OK. And your wife. OK. Uh, all right. I will put this in notes and then I will send this to our legal department because that's what we needed to know was that, that you sent the wheel, but if it would never uh probate, then we'll just go from there to see what's next, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Right, given the, given the estate, it would have been a total waste of money to probate that well.
[AGENT][NEUTRAL] Yes, yes, ma'am. Yes, ma'am. I understand. Yes, ma'am. All right. All right. Well, I will put in a note. Now, [PII]'s not there, is he?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He is, actually. [PII], I have [PII] on the phone.
[AGENT][NEUTRAL] OK. Would you
[AGENT][NEUTRAL] Just let [PII] say yes, the will would never probate if I can say I spoke with both of y'all.
[CUSTOMER][NEUTRAL] OK, OK, all you need to do is is to tell Ms. [PII] that your mother's will was never probated. Say your name. And Miss [PII], my name is [PII], and my mother's will was never probated and I'm sorry I'm on I for Medicare for the last.
[AGENT][NEUTRAL] Just tell him
[AGENT][NEUTRAL] So yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, that's all right. That's good. You good, you good, y'all good now. Thank you. Alright.
[CUSTOMER][POSITIVE] OK, thank you, thank you, Ms. [PII] bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome and I'll go ahead and get this, see what we can do from here, OK?
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][POSITIVE] Thank you. Y'all have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.