AccountId: 011433970860
ContactId: cf935c56-b11d-40aa-8252-8798e314ef2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298959 ms
Total Talk Time (AGENT): 83891 ms
Total Talk Time (CUSTOMER): 191501 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/cf935c56-b11d-40aa-8252-8798e314ef2e_20250127T23:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, [PII], my name is [PII] and I just called a few minutes ago, but the line went all nuts so just was like a a horrible noise, so.
[CUSTOMER][NEUTRAL] I was calling, um, [PII] had sent us, my, my siblings and I an affidavit to complete each one of us to complete and her and um my sister and my brother, I haven't gotten home yet to open mine, but they both said that says in the letter that there's a um postage paid return envelope in the uh envelope to return it back to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And there is no postage paid envelope in either one of their envelopes. I'm assuming there's probably not one in mine either, but, um, but I'm not home yet to open mine, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We don't know where to mail it back to to [PII].
[AGENT][POSITIVE] Oh, OK. Um, well, I, I can definitely
[CUSTOMER][NEUTRAL] I mean, my, my sister said.
[CUSTOMER][NEUTRAL] My sister said I don't mind mailing it back, but it says there's a postage paid envelope closed and you know I'm assuming that would have an address on it. I may lose you for just a minute because I just got back in my car, so hold on just a second. Let me put this on that's on speaker. Hold on. Um, so I just mainly need an address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To uh
[CUSTOMER][NEUTRAL] Mail back the affidavits to some to [PII], you know who she is.
[AGENT][NEUTRAL] Mhm yeah she works in our claims department I'm familiar with her um yeah I mean I'm happy to give you uh the mailing address um if you have something to write that down with.
[CUSTOMER][NEUTRAL] My car. Sorry.
[AGENT][POSITIVE] No, that's OK. Yeah, that's OK. I'm happy, I'm, yeah, I'm happy to give you the address if you have something to write it down with.
[CUSTOMER][NEUTRAL] It did connect.
[CUSTOMER][NEUTRAL] Um, I stopped
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, let me park. I just got gas, so let me park real quick at the gas station and.
[CUSTOMER][NEUTRAL] So I can write it down. Hold on just a second.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Alright, I have paper here so.
[AGENT][NEUTRAL] OK, so it's um American Public Life Insurance.
[CUSTOMER][POSITIVE] All right, I'm ready.
[CUSTOMER][NEUTRAL] American
[AGENT][NEUTRAL] And it
[CUSTOMER][NEUTRAL] Of the big life insurance, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] It's PO Box.
[CUSTOMER][NEUTRAL] PO Box.
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] 24,895,248,950.
[AGENT][NEUTRAL] Mhm. [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can mark it.
[CUSTOMER][NEUTRAL] And does it have to be
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] I was gonna say you can market attention to [PII] if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wouldn't you know what my pin quit working too, so.
[CUSTOMER][POSITIVE] I'm having a good day. Here, let me get another pen.
[CUSTOMER][NEUTRAL] Market attention [PII].
[CUSTOMER][NEUTRAL] OK, and does it have to be sent back any certain way like um certified mail or anything like that? Is that the return postage that you send on the uh envelope? does it have to be a special postage or?
[AGENT][NEUTRAL] No, doesn't have to be certified or anything like that um for our means no mm mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I just didn't know how she sent, you know, what she was insinuating and sending how to send it back, so I just wanna make sure we got it clarified so I wanna do it the right way so we can get it taken care of so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, absolutely, um, yeah, no, there's no special way that you guys need to send it back, absolutely not.
[CUSTOMER][NEUTRAL] OK, yeah, because it'll come from 4 different addresses, so, um, and what was your name what was your name again?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, alright, I am sorry to bother you guys. I just, I told my sister I said I don't even know if anybody's open right now to even talk to, so I didn't know what time you closed, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I didn't know if you stayed open until [PII] or what time you closed.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah, we're open until we're here until [PII] so you caught us right before the end of the day.
[CUSTOMER][POSITIVE] I appreciate it. Sorry to bother you. So American Public Life American Public Life Insurance [PII].
[AGENT][POSITIVE] No, no worries.
[AGENT][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] Attention [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright [PII], I appreciate you have a blessed evening.
[AGENT][POSITIVE] All right. You're very welcome. Have a good one.
[CUSTOMER][NEUTRAL] Hey you too bye bye.
[AGENT][NEUTRAL] Hi.