AccountId: 011433970860
ContactId: c474ae17-0a05-4edb-96a1-a00bc1be0c86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425929 ms
Total Talk Time (AGENT): 99555 ms
Total Talk Time (CUSTOMER): 142881 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c474ae17-0a05-4edb-96a1-a00bc1be0c86_20250325T12:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, question, um, who would I speak to regarding, uh, my son? He passed away. I'm the beneficiary. I received the check, but I sent it back to you guys because my name was spelled incorrectly. So I do see that the check was signed when I sent it back to you guys. So what do I do next? Uh, I have a policy number or social whatever you need to pull up the records.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, ma'am. What is that policy number, please?
[CUSTOMER][NEUTRAL] Let me turn this around.
[CUSTOMER][NEUTRAL] I put you on.
[AGENT][POSITIVE] Take your time.
[AGENT][NEUTRAL] While you're looking for that, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] policy number 0257.
[CUSTOMER][NEUTRAL] 0546.
[AGENT][NEUTRAL] 0546 and the last four?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your son's name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what was [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Morning.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm just checking a couple of things, bear with me just one second.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] And you said you sent the check back to us?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it was signed for by Sherrier, um, yeah.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And did you put a note on the check that it was?
[CUSTOMER][NEUTRAL] Correct, I was told to put a note with the check and the correct spelling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They had one letter wrong.
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] I know that that's a hard time first of all, and then have to go through that.
[CUSTOMER][NEUTRAL] Yeah, when I sent over everything, um, I also sent a picture of my driver license as well, so they could have seen there that they're selling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's a unique name, lasagna. You don't have many lasagnas.
[AGENT][POSITIVE] That's true. I think it's a beautiful name.
[CUSTOMER][NEUTRAL] I know, so I understand.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] But just to confirm, you guys did receive it.
[AGENT][NEUTRAL] I'm checking to see.
[AGENT][NEUTRAL] And do you know when that was sent?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] You received it on [PII].
[CUSTOMER][NEUTRAL] Um, someone named [PII] signed for it.
[AGENT][NEUTRAL] And it was um.
[AGENT][NEUTRAL] Certified
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, I sent it overnight certified and for a signature to be and to be signed for.
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm going to send this message to our claims department and they will probably give you a call back. Is that [PII] number a good number to reach you?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you mind just verifying the address that that was sent to as well, please?
[CUSTOMER][NEUTRAL] Uh-huh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that the, and what about the address that you sent the check back to?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, let me go back there. It's the, it's the same address that's on the check, the [PII], yeah, the same address is on the check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just wanted to make sure on that.
[CUSTOMER][NEUTRAL] Mhm and I put the, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'm going to put a request into our claims department to check on that um and I'll I'll ask them to give you a call back OK?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you so much take care.
[AGENT][POSITIVE] It's my pleasure, Miss [PII]. Thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][POSITIVE] Thank you. Bye-bye.