AccountId: 011433970860
ContactId: ebc364c1-81ed-44bc-97f3-e05fbc73da66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 696799 ms
Total Talk Time (AGENT): 368318 ms
Total Talk Time (CUSTOMER): 240889 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ebc364c1-81ed-44bc-97f3-e05fbc73da66_20250205T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi there, how are you?
[CUSTOMER][NEUTRAL] Good. I haven't talked to you in a while.
[AGENT][NEUTRAL] It has been a little while. I recognized your voice, but your name threw me off guard for some reason.
[CUSTOMER][NEUTRAL] It has.
[CUSTOMER][NEUTRAL] The little yeah yeah it's been a while.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] What can I do for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Alrighty well I've got someone on the line um she has I've called, I've spoken with her before she's calling um regarding her sister's policy with us, um, apparently her spouse had passed away we had requested the death certificate and then of course the uh third party authorization form. I do see several notes, um, about whether it has been received or not. It looks like the care team got it, um, but I don't know that it was ever sent to customer service so I don't know if you could help me out with that, yeah.
[AGENT][NEUTRAL] Oh dear [PII]
[AGENT][NEUTRAL] Right. What's that policy number?
[CUSTOMER][NEUTRAL] It is 459,140.
[AGENT][NEUTRAL] 459,140
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you, dear.
[AGENT][NEUTRAL] OK, and this is for [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, um, and then [PII] had passed away, uh, in [PII], I believe, um, I'm speaking with her sister [PII].
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the spouse, this is the sister. [PII] is the sister.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, spouse passed.
[AGENT][NEUTRAL] Back in [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had called and I think I talked with her last week and she said that she emailed that information on Friday.
[AGENT][NEGATIVE] Draft return invalid account.
[AGENT][NEUTRAL] Claims [PII] wanting to know if your death certificate and third party authorization was received. It was emailed to the care team advised her to have them.
[AGENT][NEGATIVE] Email it as I could not find the document in image or in the oh my gosh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] P R D T.
[AGENT][NEUTRAL] Oh my [PII]
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And no documents are found, right?
[CUSTOMER][NEUTRAL] And according to that what I see.
[AGENT][NEUTRAL] Hold on, and imaging there's something 48424.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cricket's at 25.
[AGENT][NEUTRAL] It did
[AGENT][NEUTRAL] Is trying to open.
[AGENT][NEUTRAL] And it's got 2 policy numbers on it.
[AGENT][NEGATIVE] Oh my lord. Oh, that's what it was returned crap.
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] 113
[AGENT][NEUTRAL] What status.
[AGENT][NEUTRAL] I'm sorry, I'm holding you up.
[CUSTOMER][POSITIVE] No, no, no, you're perfectly fine.
[AGENT][NEUTRAL] Um, this is [PII], so that would be in memory's folder. So let me check in the communications hub.
[AGENT][NEUTRAL] Let's see what I want customer service.
[AGENT][NEUTRAL] Of the Japanese.
[AGENT][NEUTRAL] I didn't mean do A to Z. I won't filter by customer service.
[AGENT][NEUTRAL] Gosh, OK.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] Um I don't see but
[AGENT][NEGATIVE] Or I'm missing a column, where my column that shows me who solder goes suing customer service. Oh my gosh.
[AGENT][NEUTRAL] What have I done? What have I done? What have I done? OK. Um.
[AGENT][NEGATIVE] With this why you show me how to add this little sucker back.
[AGENT][NEUTRAL] Um, OK, 459. Let's just try that.
[AGENT][NEUTRAL] Alright, I'm, I'm just gonna tell him to resend it again because I'm not, you know, I.
[AGENT][NEUTRAL] There's a lot of not started in here and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what, yeah, from what I see it just looks like a bunch of back and forth so I don't know if it was ever found or ever received to begin with.
[AGENT][NEUTRAL] Oh my lord, and there's two policies that both have oh one's individual, so we're only worried about the 40. OK, put Miss [PII] through.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, thank you Miss [PII]. I hope you have a great rest of your day.
[AGENT][POSITIVE] All right. Thank you, dear. You too, honey. Bye.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] I'm fine. This is [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII], um.
[CUSTOMER][NEUTRAL] I is that what you said?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they're telling me uh Miss [PII] tells me that you're calling today because the death certificate was emailed to APL for uh.
[AGENT][NEUTRAL] Let's see, Mr. Commander, is that correct Mr. [PII]?
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] For it was for [PII].
[AGENT][POSITIVE] [PII]. Thank you, [PII].
[AGENT][NEUTRAL] OK, so the death certificate was sent to [PII] is that correct?
[CUSTOMER][POSITIVE] It's real, it was, yes.
[AGENT][NEUTRAL] Do you have access to that email to just re forward it back to us because we have sat here and searched and cannot find it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure why it didn't come through or why we cannot.
[CUSTOMER][NEUTRAL] Am I gonna have to go through all this again.
[CUSTOMER][NEUTRAL] Can you, can you watch sport today?
[AGENT][NEUTRAL] Did you have, have.
[AGENT][NEUTRAL] I tell you what, if you'll send it straight to me, I can watch where I can't see the care team's email.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, the care team is what I had is the email that I had.
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] But I can email it wherever you want it.
[AGENT][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Is the death certificate now is all you're gonna need, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If we can just get that, yes, they can go back and review the have Mr. [PII] removed and um.
[AGENT][NEUTRAL] And then you know review it for any refund of premium that may be due.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, so when you're ready I'll give you my direct email and you can send it to me.
[CUSTOMER][POSITIVE] OK, I, I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII]
[CUSTOMER][NEUTRAL] Now it's just capital or just regular?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just lowercase it's fine.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And put [PII].
[AGENT][NEUTRAL] My um last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct. Yes, ma'am.
[AGENT][NEUTRAL] And it'll be just like the care team to be at with the, I mean with the [PII] sign rather.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Then [PII].
[AGENT][NEUTRAL] [PII]. losing my voice, Miss, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, so [PII].
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you where you can hit send on that right now? Yes, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][POSITIVE] OK. I, I have it. Yes, I will, uh, I will get it sent to you in just, it'll should come to you in just a few minutes.
[AGENT][NEUTRAL] OK, there's, I was just wondering if you could send it while we were sitting on the phone and that way I could let you know that I have it. Excuse me, um.
[CUSTOMER][NEUTRAL] I can't.
[AGENT][NEUTRAL] You can't. OK, that's fine. That is fine, Ms. [PII].
[CUSTOMER][NEUTRAL] I can't, but, but.
[CUSTOMER][NEUTRAL] Uh, my sister is gonna send it to you, my other sister, and now she can probably talk to you on the phone and do it, but I can't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Who's it gonna come from?
[AGENT][NEUTRAL] OK, that's fine. What's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII], and do you know what her email is so I know what to look for.
[CUSTOMER][NEUTRAL] I do not know what her email is.
[AGENT][NEUTRAL] OK, well, I would just, that's fine. I will just be watching for an email to come through and hopefully that will come straight on in pretty quickly.
[CUSTOMER][NEUTRAL] I did not
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, I will, um, I'll call her right now and I will get it on the way.
[AGENT][POSITIVE] All right, sounds good, Ms. [PII], and we'll do our best to get that taken care of just as quickly as possible.
[CUSTOMER][NEUTRAL] OK, will you call me back when you get that and get it going?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you call me back?
[AGENT][NEUTRAL] Will, will you list a phone number on there for us, please?
[CUSTOMER][NEUTRAL] My number, can I give you my number now?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. I'm here with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my other sister is, is at her house, but she's, she's coming up today, but
[CUSTOMER][NEUTRAL] Anyway,
[AGENT][NEUTRAL] OK, so it's 2
[CUSTOMER][NEUTRAL] I wanted to know so I could tell [PII].
[AGENT][NEUTRAL] Yes, ma'am. Is it [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] [PII]. Yes, ma'am. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. That's it.
[AGENT][POSITIVE] OK. Thank you. All right. So, Ms. [PII], if as soon as your sister can get that sent to us, we're going to work on getting that taken care of.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I thank, I thank you very much and I will call her right now.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] And I'll call her right now and she will email it to you just as quick as I get off the phone with her.
[AGENT][POSITIVE] All right, wonderful, wonderful. OK. Well, thank you, and we'll, we'll try to do our best to get that taken care of for you today or tomorrow.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] OK, I appreciate it. I appreciate it. She, she really needs it.
[AGENT][NEUTRAL] All right. Yes, ma'am.
[AGENT][POSITIVE] Yes, yes, yes, we will get that done. All right, so [PII], is there anything else we can help you with at the moment?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that's all right now.
[AGENT][POSITIVE] OK. Well, thank you for calling APM we hope you have a wonderful day. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] All right. You too. Bye-bye.