AccountId: 011433970860
ContactId: dc19934e-152f-4181-96c7-bb937c7bcffc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364649 ms
Total Talk Time (AGENT): 156084 ms
Total Talk Time (CUSTOMER): 184640 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/dc19934e-152f-4181-96c7-bb937c7bcffc_20250131T16:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], how are you doing? My name is uh [PII].
[AGENT][NEUTRAL] Hey, Mr. [PII]. How are you doing?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] We're doing good. I'll just check it before I make uh uh move on this, uh, but anyway, uh, the policy number they gave me 911871117.
[AGENT][NEUTRAL] I apologize. Do you mind giving that to me one more time?
[CUSTOMER][NEUTRAL] OK, 9118711117.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I believe that that is your old policy number. I'm gonna try to pull it up by your name. It didn't come up into that. It just means.
[CUSTOMER][NEUTRAL] Well it was in my wife's name, but she passed [PII].
[AGENT][NEUTRAL] That was [PII]. Yes, sir. I spoke with you yesterday.
[CUSTOMER][NEUTRAL] OK, what, what I'm glad that you, you, uh, you on here, but anyway, I saw all my, uh, cheer name except Ladacious [PII].
[CUSTOMER][NEUTRAL] That's what I was trying to find out before I get ready to send this off.
[CUSTOMER][NEUTRAL] Did she have a policy on him the Ladarius Cotton Ros?
[AGENT][NEUTRAL] Let me check and see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I was just gonna get ready to go um get the money all the stuff in the birth certificate send it off and I got to look and I say I don't see my other see I adopted Ladarius, that's my son now, you know, it's my grandson, but I adopted it legally, you know, and I didn't see his name on here and I said, Well, let me pull up and find out.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] See what I need to do for him so I can have all of them in there, you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see, bear with me just one second. I'm checking on that for you, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you. I appreciate that. You're doing all right today?
[CUSTOMER][POSITIVE] Yes ma'am, thank God it's Friday.
[AGENT][POSITIVE] I kind of agree with you.
[CUSTOMER][POSITIVE] Yeah, I'm off the uh I'm out some more.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Lord have [PII].
[AGENT][POSITIVE] Friday is a good day, isn't it? Or Saturday's even better.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] and a little rest on Sunday.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right. Got to get everything done on Saturday so we can rest on Sunday, get ready for it again.
[CUSTOMER][NEUTRAL] Yes ma'am, mhm.
[AGENT][NEUTRAL] [PII], and what is his date of birth?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] What is his
[CUSTOMER][NEUTRAL] I don't know it right off.
[AGENT][NEUTRAL] You know, about what month?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let, let me call you right back. I'll get his mama and get that, get what I need, ma'am.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Let me ask, do you spell his name [PII]?
[AGENT][NEUTRAL] Last name, he does have an account.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I don't have that policy wrote down. He, I don't know if I just missed.
[CUSTOMER][NEUTRAL] Uh, [PII], I got [PII].
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah, let me give you, let me give you the um current policy numbers, OK? Can you, have you got a pen and paper and write it down?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, yes ma'am. Give me the name and then I'll, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII], his policy, and I'm gonna give you the new policy number. This will be um distinct for his policy. It is 154.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 154.
[AGENT][NEUTRAL] 276.
[CUSTOMER][NEUTRAL] 276, OK.
[AGENT][NEUTRAL] Mhm. For [PII], his policy number is 154278.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII], it's 154.
[AGENT][NEUTRAL] 271.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII]?
[AGENT][NEUTRAL] It is 154215.
[CUSTOMER][NEUTRAL] Yes ma'am because she
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for [PII], it is 154214.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you know, uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the various.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK, what [PII] was again?
[AGENT][NEUTRAL] 154214.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 123455 of them, right?
[AGENT][NEUTRAL] Yes, sir. Is that right?
[CUSTOMER][NEUTRAL] Let's see, 12345, yes ma'am.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's it. Well, I'm gonna get ready to go and, uh, I'll send the birth certificate and I also, uh, send the money off with it. I'm putting to me up there.
[AGENT][NEUTRAL] And the death certificate as well for [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am, the death, yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Well, Mr. [PII], it was good to talk to you again. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, and then what you let's see, hold on just a minute, what you say my new, the new policy number W5.
[CUSTOMER][NEUTRAL] Wait a minute, but you, the new policy number you said 1911871117 or something that, right?
[AGENT][NEUTRAL] Yeah, that's your old policy number.
[CUSTOMER][NEUTRAL] OK, and what's the new policy number?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Those are the ones I gave you, the 154214. Yeah.
[CUSTOMER][NEUTRAL] OK, I'm, I'm, I'm on the same page with you now. Thank you, ma'am. I got you, like I said, I ain't used to doing this.
[AGENT][NEUTRAL] Yeah. And those, those are, you see your policy numbers and everything for you, so.
[CUSTOMER][NEUTRAL] Yes ma'am, I ain't used to doing all this stuff. My wife going, so I'm, I'm just trying to get update how to do this stuff, you know, but I'm sorry, but I got it now.
[AGENT][NEUTRAL] Trying to get you up, aren't you?
[AGENT][POSITIVE] Well, look, we, we are here for you. We understand and we'll be happy to assist you any way we can.
[CUSTOMER][NEUTRAL] Man, I understand.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Yeah, OK, I appreciate you and y'all have a blessed weekend, OK?
[AGENT][POSITIVE] You too, Mr. [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.