AccountId: 011433970860
ContactId: d9980d4a-a8c7-46ee-a13c-f5ac4d05f850
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322209 ms
Total Talk Time (AGENT): 146020 ms
Total Talk Time (CUSTOMER): 88961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d9980d4a-a8c7-46ee-a13c-f5ac4d05f850_20250121T18:21_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Express Federal funding. I'm calling on to check if you guys received our assignment.
[AGENT][NEUTRAL] OK, yeah, let me help you with that, Miss [PII], and you were calling to see if we received your, you said your assignment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're calling from Express Federal funding?
[CUSTOMER][NEUTRAL] Express funeral funding, yeah.
[AGENT][NEUTRAL] Funeral, I got you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, Ms. [PII], do you mind if I really quick snag a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And do you know um for which insured policy number you'd be calling on today?
[CUSTOMER][NEUTRAL] Um, policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 01696679 and it's for [PII].
[AGENT][POSITIVE] Perfect. Give me 1 2nd to get that policy up.
[AGENT][NEUTRAL] Huh, you said 01696679. Did I hear you right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that pulled up somebody under a different name, but let me try searching, you said [PII]?
[CUSTOMER][POSITIVE] Uh [PII], yes.
[AGENT][NEUTRAL] [PII], OK, I didn't get that wrong. And then the first name, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And would you be able to verify [PII]'s date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, that would be [PII].
[AGENT][POSITIVE] Thanks, I appreciate it.
[AGENT][NEUTRAL] All right, I'm not showing any notes that we've received it yet. Um, was that sent back via mail?
[CUSTOMER][NEUTRAL] Uh, we faxed it, we first sent you a copy of it. We did not send you the original one yet.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, let me check the faxes real fast.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] OK, we sent it last [PII].
[AGENT][NEUTRAL] OK, um, I'm not showing anything on file, um.
[AGENT][NEUTRAL] That we've received it.
[AGENT][POSITIVE] No, I'm so sorry.
[CUSTOMER][NEUTRAL] You did not, uh, but you did receive a report of the passing, right?
[AGENT][NEUTRAL] Yes, I do have that and then I do just show a note saying that we're still waiting on the completed forms and when I log in I'm not seeing any new forms received um since then.
[CUSTOMER][NEUTRAL] I see. OK, alright, um, I'll just resend you guys a copy of the assignment and then we are working on getting the original ones to be sent to you guys. What would be the fax number that I can send it to?
[AGENT][POSITIVE] Yes, absolutely. Let me grab that for you. Um, our fax number here is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, alright, I'll be sending it right now and I can go ahead and check with you guys tomorrow if you're right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, absolutely, uh, it can take a couple times like that fax, it has like a human process, so typically it comes in and then like a person looks at it and assigns it and like gets it uploaded so it can take 2 to 3 days um between you faxing us and us getting it into our system if you sent it on the [PII] like it should have been in by now if we received it, but if you call back tomorrow, it still might be too early, but you are welcome to call back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. Well, if that's the case, I can just go ahead and call back maybe Friday to check on this one again.
[AGENT][POSITIVE] Yeah, that sounds perfect.
[CUSTOMER][POSITIVE] OK, awesome thank you [PII].
[AGENT][POSITIVE] Hey, my pleasure. Thank you so much for calling us at APL and if you need anything else, please give us a call.
[CUSTOMER][POSITIVE] OK thank you have a great day bye bye.
[AGENT][POSITIVE] My pleasure, you too. Bye bye.