AccountId: 011433970860
ContactId: c76308a7-8b3e-4d54-b505-ebef783d398d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 654479 ms
Total Talk Time (AGENT): 182587 ms
Total Talk Time (CUSTOMER): 202101 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c76308a7-8b3e-4d54-b505-ebef783d398d_20250205T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEUTRAL] I am calling about my sister's, uh, her policy, but I have been, I have just talked to [PII] easily.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] But with her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're wanting to speak back with [PII] again?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, yes ma'am. Can I get the policy number we're calling on?
[CUSTOMER][NEUTRAL] Oh, let me get it out, OK?
[CUSTOMER][NEUTRAL] I'm sorry. It's 00459140.
[AGENT][POSITIVE] OK, thank you so much. Let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] And what was your first name again? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And on your sister's policy, are you able to verify her name and birth please?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Her birthday is [PII].
[AGENT][POSITIVE] All right, thank you so much. Let's see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And what it is is I sent [PII] a copy of the death certificate on my brother-in-law.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh I was I was waiting to see if she had gotten it.
[CUSTOMER][NEUTRAL] She had given me her, her direct email.
[AGENT][NEUTRAL] Yeah, I see that she had noted that so I'm gonna reach out to her and see if she has received anything, um.
[AGENT][NEUTRAL] And you said you just emailed it to her here a few moments ago?
[CUSTOMER][NEUTRAL] Uh-huh. It's probably been about 20 minutes now.
[AGENT][NEUTRAL] OK. I'll just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I sent her a direct message just to see if um she can confirm she's received anything, so give me just a second here.
[CUSTOMER][NEUTRAL] OK, I'm holding. I, I've got all day to stay here and wait on me.
[AGENT][NEGATIVE] Oh, you don't want to sit and wait all day now.
[CUSTOMER][NEUTRAL] No, but I don't want to, but I can, I can.
[AGENT][NEUTRAL] I, I hear you. Um.
[CUSTOMER][NEGATIVE] I'm trying, listen, I'm trying to get this straightened out for my sister and get her some money that she needs. She is very, very, very sick herself.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEGATIVE] As a matter of fact, she can't even get out of bed now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] She's gonna have me transfer you I think over to her so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me get her on the line, um, let me see.
[AGENT][NEUTRAL] Oh, she says that she did get the email and she does see the death certificate. Um, so she did get it. Did you have any other questions for her? I'm happy to transfer you, or did you just wanna make sure she got that?
[CUSTOMER][NEUTRAL] I just wanted to make sure she got it and hopefully, she can
[CUSTOMER][NEUTRAL] Get us some money today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, she did confirm with me that she got it and she says that she's gonna get that entered and try and get that turned around as quickly as possible, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and, and I, I would need to know what's gonna be coming out of the out of her account for hers.
[AGENT][NEUTRAL] OK, alright, well let me get her on the line here just give me, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm about to send it through the hub. OK, give me just one second. Do you need to know also what's gonna come out of the payment as far as like premium or?
[CUSTOMER][NEUTRAL] OK, honey.
[CUSTOMER][NEUTRAL] Yes, so I need to know what's gonna, what will come out of the bank, so it'll be directly.
[AGENT][NEUTRAL] Deposited into the bank?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well, well, y'all take it directly from the bank. It's a direct deposit to y'all or whatever you call it.
[CUSTOMER][NEUTRAL] It just comes straight through the bank. She never sees nothing on it.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] On the payment then, are you just wondering if premium is gonna come out of the payment?
[CUSTOMER][NEUTRAL] Yeah, I won't know. I want to know how much every month her premium is gonna be.
[AGENT][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] What's gonna come out of the bank for, for that payment on her.
[AGENT][NEUTRAL] OK, I got you. 1 2nd.
[CUSTOMER][NEUTRAL] Or whoever she's got, who else she's guided on, I don't know.
[AGENT][NEUTRAL] OK. All right. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 601-936.
[AGENT][NEUTRAL] 1936.
[AGENT][NEUTRAL] 3223.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. I just wanted to say hello before I sent um [PII] over to you. I'm sorry.
[CUSTOMER][NEUTRAL] No, you are fine, girl. No, um, uh, yeah, I should have told you just send her to me cause I she want me to call her back, but I have been on the phone since I hung up with her. I am not even kidding. [PII], have [PII]. So I feel bad, but oh my God.
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] Yeah, no.
[AGENT][POSITIVE] No, it's totally fine. She is sweet as can be and she's like, I'll wait all day and I'm like, I'm like, oh no, we don't want you waiting all day. And she's like, Well, I could if I needed to. I said, oh no. And then I was just trying to answer her question, but then she started on about what the new premium was and I thought, oh, I said, well, let me just get see if I can get [PII] for you and she she maybe can answer that so.
[CUSTOMER][NEUTRAL] Yes, she really is.
[CUSTOMER][NEGATIVE] I, I can't give her the new premium because I lock a policy up every time I try to.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You know, I will tell her we will get that information to them as soon as possible. [PII], is this [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, we're talking to [PII], yep.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, she's not on the policy she's not, you know, I couldn't give her a whole lot of information anyway but can let her know that I received it and I can tell her that I can't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, share too much information with her, but I think she has the insured with her right there. All right, put her through, I'm sorry, put her throat, honey.
[AGENT][NEUTRAL] OK, here she comes.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Good, uh, afternoon, Ms. [PII]. This is [PII] in customer service. How are you? I am fine.
[CUSTOMER][POSITIVE] I'm sorry to about