AccountId: 011433970860
ContactId: d042b94c-e731-481e-8b3d-3b4b61219097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137949 ms
Total Talk Time (AGENT): 102987 ms
Total Talk Time (CUSTOMER): 41529 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d042b94c-e731-481e-8b3d-3b4b61219097_20250210T22:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, this is [PII] You guys called and left me a message saying you needed my correct address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, yes, your brother sent in the claim form where we're trying to get that benefit that it's owed on Mrs. [PII] with our company, and I can understand everybody address except yours. Ho on. Let me go back over to it. Thank you for calling me back.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. And what is that address because, uh, he got 85 and I can't make out that [PII] and then he got a 5.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's 857-5.
[AGENT][NEUTRAL] Oh, I wouldn't have never thought that was a 7. I went through all of the numbers one, that ain't a 1, that ain't a 2, that ain't a 3, because I'm looking at his other numbers that he made and honey, OK, so, OK, I got it. So it's 8575, and I'm trying to get over so I can verify your correct all the way to make sure we got it spelled all the way right and my computer is itchy.
[CUSTOMER][NEUTRAL] Right, it's uh [PII].
[AGENT][NEUTRAL] OK. Yeah, that's what he got on there, [PII]. Let me make sure we spelled the right to make sure you got it spelled right. Since you're on the phone, I'm just gonna verify it with you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and it's coming up.
[CUSTOMER][NEUTRAL] [PII], hang on just a sec, I'm on the phone.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII], right?
[CUSTOMER][NEUTRAL] That's it [PII].
[AGENT][NEUTRAL] And uh-huh, and he got uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's what he got, OK, I get that correct. [PII]. OK. No, I wouldn't have never thought that was a 7. OK. But thank you for calling me back and we're working on getting this benefit paid out to the four living children.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, that concludes [PII] uh.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] That closes that case, right?
[AGENT][POSITIVE] That's right, it's gonna close the case out once we pay it out to the 4 living children, then it's gonna close it out. All right. Thank you. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you very much.
[CUSTOMER][POSITIVE] Have a good day.