AccountId: 011433970860
ContactId: bc000555-922b-47cd-a1c0-aef32c811d6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 850679 ms
Total Talk Time (AGENT): 210341 ms
Total Talk Time (CUSTOMER): 234100 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bc000555-922b-47cd-a1c0-aef32c811d6d_20250311T15:25_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Gatorade vector.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sir, my name is [PII]
[CUSTOMER][NEUTRAL] I need to talk to someone to see if you received the information, loss of life, claim form, death certificates, this, that and the other on my father.
[CUSTOMER][NEUTRAL] My brother emailed that to you. I believe he told me on the [PII] or the [PII] or something like that. I have Dad's.
[CUSTOMER][NEUTRAL] Social security number I have his date of birth.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on that, see if we've received that info. What is, um, his social? We'll try that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much let me.
[AGENT][NEUTRAL] Take a look here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] All right, [PII], thank you for your patience on that. So I believe I did locate his policy. Can you give me his first name and date of birth, please?
[CUSTOMER][NEUTRAL] Is that first name is [PII] Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like we did receive all of that information. It looks like a claim form.
[AGENT][NEUTRAL] And a
[AGENT][NEGATIVE] Lost policy form letter was sent to the beneficiary, and we are waiting on those forms to be completed by the beneficiary and then returned to us.
[CUSTOMER][NEUTRAL] Did you, did it, did that probably went back to my brother [PII], what you're talking about a form to be filled out cause I didn't get one, and he, he, he, he, he sent it, he sent, he sent this to you. I filled it out and he sent it to you.
[AGENT][NEUTRAL] And it looks
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, it looks like it was sent out on the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, sir, can I ask you one question?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is the monetary value on this?
[AGENT][NEUTRAL] Uh, let me pull the policy certificate and see what I can find here.
[AGENT][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] This is an older policy here, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, give me just.
[CUSTOMER][NEUTRAL] That that's fine.
[CUSTOMER][NEGATIVE] We've been working on this one day passed away [PII] of last year and we've had, we're trying to get the estate where we can close it, and this is something that popped up back in February of course me and my two brothers knew nothing about it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where are you located, sir?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][POSITIVE] We got some very close friends that live in a little old town and you might have heard of it, [PII].
[AGENT][NEUTRAL] Yeah, I have, yeah.
[CUSTOMER][POSITIVE] Yeah, that's the [PII] capital of the world. Yeah, we're go, we went up there in September and we're gonna go back probably whenever I get this estate behind me, hopefully by the [PII].
[AGENT][NEUTRAL] It is, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My dad worked out of [PII] for 80 years. He worked for a pipeline company called Sheehan Pipeline.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] He worked with them. He worked with 60 years.
[CUSTOMER][NEUTRAL] I guess you're a boomer sooner, huh?
[AGENT][NEUTRAL] That I am, you know, I just recently.
[CUSTOMER][NEUTRAL] I figure I
[AGENT][NEUTRAL] Moved back to the area. Um, I've been here about 3.5 years now. I recently moved back from [PII], so.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] [PII]. I've been out to [PII], I've been to [PII] a lot, but I'll pray for you being a Sooner fan. Y'all finally got it.
[AGENT][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] No
[CUSTOMER][POSITIVE] Yeah, y'all got into the real conference, the Southeastern Conference, and it's a whole new ball game there, but I'll play.
[AGENT][POSITIVE] We need, we do, we need all the prayers we can get. That's for that I'm sure.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Dead at that gun [PII]. Texas is loaded, hm.
[AGENT][NEUTRAL] I'm telling you.
[CUSTOMER][NEUTRAL] They are loaded.
[AGENT][NEUTRAL] Yeah. All right. Well.
[AGENT][NEGATIVE] A lot of pages here and it's not giving me what I need. Um.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] I know somewhere on there it's gonna say the monetary value of it and you have to.
[AGENT][NEUTRAL] I know. I would have to, um.
[CUSTOMER][NEUTRAL] Like I said, this is one of them that popped up. We didn't, nobody knew about it.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, let me see if there's maybe.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright, my, I'm gonna reach out and see if there's something that I'm missing to see what the value on this is. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Let it be brief, [PII], if you would help me out, I thank you, ma'am. I'll hold on.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 111 pages in this.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] over in customer care. How are you this morning?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Hey, I'm good. Um, I just have a question on a life policy. Is that something that you can help with? Did I call the right you?
[CUSTOMER][NEUTRAL] Um, I can try to.
[AGENT][NEUTRAL] OK. Um, do you want the policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 153134.
[CUSTOMER][NEUTRAL] OK. On.
[AGENT][NEUTRAL] Forewarn.
[CUSTOMER][NEUTRAL] Bulky. OK.
[AGENT][NEUTRAL] Yeah, so I have the son on the line and the father passed away. He sent in the um death certificate and was checking on that. I see that there, but then he asked me what the value is, and I pulled up the back file. I can't find it, so I was hoping maybe somebody could help me with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I'm not looking in the right place, definitely give me a heads up.
[CUSTOMER][NEUTRAL] It looks like they sent him a claim form and a lost policy form claim form. Give me one second to see if I can see what the value is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, looks like on the PIBFT screen. Is he the beneficiary, the son is?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, looks like the benefit is $5,105.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the PIBFT screen.
[AGENT][NEUTRAL] That's where you're seeing that, OK.
[CUSTOMER][NEUTRAL] Yeah, so you may have to uh.
[AGENT][POSITIVE] Oh, click the more thing and there it is. Oh, Lord have [PII]. OK, I'm so sorry to bother you. Thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mm. No problem.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you for your patience on that, [PII]. So it looks like the value on it is $5,105.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 51.
[CUSTOMER][NEGATIVE] My pen didn't work. Say it one more again, [PII], please.
[AGENT][POSITIVE] No, no problem. It was $5,105.
[CUSTOMER][POSITIVE] That's what I needed to know right there. Thank you so much. Hope you have a blessed rest of the rest of the day.
[AGENT][POSITIVE] You too. Thank you for your patience. Take care.
[CUSTOMER][POSITIVE] Thanks bye bye