AccountId: 011433970860
ContactId: cf9aa163-4f92-437d-98f9-d0d6184df3cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1336040 ms
Total Talk Time (AGENT): 105515 ms
Total Talk Time (CUSTOMER): 174173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/cf9aa163-4f92-437d-98f9-d0d6184df3cd_20250619T13:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was wondering, I was checking on a um.
[CUSTOMER][NEGATIVE] Um, what we send in, um, my father-in-law and mother-in-law passed away like 2 or 3 years ago, and I had to send in death certificates and all that, and we continued to pay for a year or two, and they were gonna see about getting us a refund. And last time I called, they said that it should be here, you know, and that was 3 weeks ago. I have not heard anything. So I was just checking to see.
[AGENT][POSITIVE] OK, sure, I can assist you.
[CUSTOMER][NEUTRAL] What was the process?
[AGENT][NEUTRAL] All right. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes [PII] [PII].
[AGENT][NEUTRAL] Do you have a policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I do not, um, a matter of fact, he was having all this deducted from his, uh, bank account, and we didn't know for a while what it was, but his name was [PII]. That's how I looked it up before.
[AGENT][NEUTRAL] OK, Mister [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] I family.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, [PII], is it, um, are they putting both the names? Do you know if they have put both names or they're separate?
[CUSTOMER][NEUTRAL] years later
[CUSTOMER][NEUTRAL] Oh well, it might be hers was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have a social by any chance?
[CUSTOMER][NEUTRAL] I do not. Last time I called, I just looked it up by his name.
[CUSTOMER][NEGATIVE] And had all the information as to where I sent the death certificates in, they couldn't read it, so I had to scan them and send them back.
[AGENT][NEUTRAL] OK. Um, what is the address on file?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, probably [PII].
[CUSTOMER][NEUTRAL] Or it might be a PO box number and I don't have an idea what that is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the PO box number would be in [PII].
[AGENT][NEUTRAL] OK, I think I found it.
[CUSTOMER][NEUTRAL] like.
[AGENT][NEUTRAL] And just to make sure that.
[CUSTOMER][NEUTRAL] I'm sorry, I don't have much information.
[AGENT][NEUTRAL] It's OK. Just to make sure that I'm looking at the correct person, um, do you know the date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Do you have the, the date of birth?
[CUSTOMER][NEUTRAL] Oh gosh, this is [PII], I think of [PII].
[CUSTOMER][NEUTRAL] I might be [PII]. I don't, I don't know. You know what, I could go look at that, you want me to go look at the death certificate I have.
[AGENT][NEUTRAL] If you don't mind, so I can know that I'm looking at the right policy.
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] I don't mind at all. It's gonna take a minute, but I, I can look. I didn't think about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It's OK. Go ahead, Ms. [PII].
[CUSTOMER][NEUTRAL] I know hers was [PII]. I know that, but I'm not real sure you just a minute, OK?
[AGENT][NEUTRAL] I can wait.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see, his is 11635.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And hers is um 1031, [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Alright, so let me look at that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did it come up?
[AGENT][NEUTRAL] Mhm, yes, it's fine. I'm just going through the notes and see what's happening with this policy, OK.
[CUSTOMER][NEUTRAL] OK, that's fine, that's fine.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, um, do you mind holding for me? I'll have to check with customer service and see where we are with that with that refund, OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, it's gonna be a few more minutes. I'm waiting on customer service, OK? Um, they're checking on that check, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. I do apologize for that long wait. It looks like they probably need to call you back once um once we find out what happened or why is it taking so long to get that checked, OK?
[CUSTOMER][NEUTRAL] OK, so what do I need to do? Just
[AGENT][NEGATIVE] Right now just just wait for a call back customer service is gonna call you back.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. OK, thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.