AccountId: 011433970860
ContactId: dc863cbd-2cca-4381-befc-11a6bb4dbb3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314489 ms
Total Talk Time (AGENT): 97231 ms
Total Talk Time (CUSTOMER): 152378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/dc863cbd-2cca-4381-befc-11a6bb4dbb3a_20250521T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Um, my name is [PII]. My mother [PII] had a policy that comes autografts out of her account every month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't have the policy number in front of me. It's $14.50 comes out about [PII] or the [PII] of the month.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to locate one of her insurance people and tell them that she deceased on [PII].
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] And yours is $14.50 since March and April for sure. I'm not sure if May came out yet or not.
[AGENT][NEUTRAL] OK. And what was your mom's name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. I am her daughter.
[AGENT][NEUTRAL] OK, Ms. [PII], give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, yeah, you can call me back on this cell number. It's [PII].
[AGENT][POSITIVE] Thank you. And you said last name [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can you hold on let me get my phone. I'm still at work too.
[AGENT][NEUTRAL] Sure, yes, ma'am.
[CUSTOMER][POSITIVE] Bye thank you.
[CUSTOMER][NEGATIVE] I'm back. It's a joke call.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh they are again, sorry. I know.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm back.
[AGENT][NEUTRAL] OK. Yes, ma'am. Um, it looks like you spoke to a representative for our customer service. Uh, were you able, uh, to send out that death certificate?
[CUSTOMER][NEUTRAL] Uh, I haven't gotten the corrected one back yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I did talk to y'all then. OK, good. Thank goodness.
[AGENT][NEUTRAL] Yes, ma'am, because I do show the policy had turned, um.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] On
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, give me your information where to send this to, so I won't have to look it up and all this other paperwork that I've now got confused with everybody else's and where to send it to.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no
[AGENT][NEUTRAL] Uh, if you like, I can give you the mailing address or fax number you can send it to our customer service.
[CUSTOMER][NEUTRAL] You want me to fax it to you?
[AGENT][POSITIVE] You can, yes ma'am.
[CUSTOMER][NEUTRAL] OK, facts, OK.
[AGENT][NEUTRAL] Uh, fax is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is just the American public. That's, that's your whole official name.
[AGENT][NEUTRAL] Yes, ma'am, or [PII].
[CUSTOMER][NEUTRAL] Oh [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, I appreciate that. OK. I, I have a death certificate. It had an error of the day that she died. I could fax that to you right now if that would be sufficient.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, I mean, if you have, or if you're still waiting for the correct one, you can still send it cause they would need to know when the date she passed. But if it has the incorrect date, yeah, I was just
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEGATIVE] Yeah, I got the incorrect. Yeah, they're supposed to be sending us some corrected ones. It's just not made it yet, so, OK, well, we'll send it whenever we get it and, uh, and that that was officially canceled when uh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] On, on your end.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] When was it officially canceled?
[AGENT][NEUTRAL] Uh, it shows term date of [PII], because they would have did it the next, cancel it for the next business days where it shouldn't take any uh payment out. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, I appreciate that and uh and I'll get that to you and then uh if you'll be so kind as to make the check out to, to me, that would be great. So I can do something with it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Although yours is what's gonna be like what? 30 bucks you know.
[CUSTOMER][POSITIVE] Unlike some of the others that sitting out here on this account, so, uh, I appreciate that. I got another one this summer. I like it too, so, uh, go ahead, ma'am.
[AGENT][POSITIVE] Bless.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, no, you're fine. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] I believe that'll do it thank you very much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.