AccountId: 011433970860
ContactId: eed2d6af-ddea-4301-9589-f70e0f459b14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378720 ms
Total Talk Time (AGENT): 158229 ms
Total Talk Time (CUSTOMER): 186603 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/eed2d6af-ddea-4301-9589-f70e0f459b14_20250331T14:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] I received a letter, um, actually my mother, it was addressed to my mother, um.
[CUSTOMER][POSITIVE] For an outstanding looks like um unclaimed property.
[CUSTOMER][NEUTRAL] Payment for her.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Um, so she passed away in [PII].
[CUSTOMER][NEUTRAL] And, and I handled everything and I was, and I'm trying to remember, but I'm almost certain that I dealt with this then and then I sent in a letter.
[CUSTOMER][NEUTRAL] To have the check paid directly to me because now we're almost 8 years passing.
[CUSTOMER][NEUTRAL] And I thought that that took place, but I honestly can't remember.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So your mother had a policy with us, but she passed away, you said [PII]. Is that correct? And now you've received a check, a letter regarding a check that's outstanding as unclaimed property. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] Yeah, you got it, yeah, and it looks like the date of the check was [PII] and it lists the check number, the amount, the policy number, but I was like, God, I swear I thought I took care of all of that, but I honestly like I said I can't remember.
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, so I can um I can partially help you with this. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's actually [PII].
[AGENT][NEUTRAL] Oh, [PII] OK. And last name is, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, right with a [PII]
[AGENT][NEUTRAL] All right, thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is your mother's policy number?
[CUSTOMER][NEUTRAL] Policy number is 907-477.
[AGENT][NEUTRAL] OK, thank you so give me a moment to get that information pulled up that's right then I will need to verify.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] several things with you, so give me just one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, I will need to verify several things with you for security. So if you could verify your mother's name and her date of birth.
[CUSTOMER][NEUTRAL] OK, give me one second. I, I knew, I knew the date of birth question was coming and I'm going to have her death certificate here.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, here we go. OK. Yeah.
[CUSTOMER][NEUTRAL] Date of birth, yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then what was the other her name? Is that what you needed? Yes, it's [PII].
[AGENT][NEUTRAL] Her name? Uh-huh. Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And the address that we would have had on file for her?
[CUSTOMER][NEUTRAL] Well, I changed her address. Like I got all of her mail once she passed away. So do you, it could be either her address in [PII], or it could be my address in [PII]. The address in [PII]. Oh, let me find it on here.
[AGENT][NEUTRAL] Um, uh.
[AGENT][NEUTRAL] OK, so what is that address?
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Oh, I don't see it on here as my sister's address where she was at. I would have to get that for you. Um, God, it's been so long ago, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't even remember but I can find it. So you need her address not mine got the date of birth, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I do because it appears is what is on file.
[CUSTOMER][NEUTRAL] Yeah, I'm in the car, but I can, that's OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, that's fine. And, and I know it was like a 4, it was [PII], but I can't remember the whole address that I'm in the car, so it's not a problem. I can find it and call back.
[AGENT][NEUTRAL] OK, so when you get that, and I'm sorry, it's just wait you have to.
[CUSTOMER][NEUTRAL] Maybe was it [PII].
[AGENT][NEUTRAL] No, that's not what we show.
[CUSTOMER][NEUTRAL] [PII] or [PII], OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I'll look it up.
[AGENT][NEUTRAL] But um yes, and once you can get that information when it's due to security purposes that we have to verify certain things, you know, and I hope you understand that. But when you call back with that information and we can fully verify, then we um can send an email address to the person who would need.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] OK, OK, no problem then. I'll call back.
[AGENT][NEUTRAL] To call you back regarding that.
[AGENT][NEUTRAL] Do you have the letter with you?
[CUSTOMER][POSITIVE] OK, that's not a problem.
[CUSTOMER][NEUTRAL] I do. Yes.
[AGENT][NEUTRAL] OK, and at the top of that letter just does it state, uh, this is not a bill or request for payment? Does it state something like that? OK, so yes, ma'am. So once you can get that information and call back, then we will be able to get the information forwarded on to the proper person who handles this type of letter, um, be back in touch with you.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][POSITIVE] It sure does.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fine. All right, no problem like I'll get to my office and I'll get all the information and give you guys a call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your time.
[AGENT][NEUTRAL] That'll be fine then. So, is there any, oh, you're certainly welcome. And can I help you with anything else at the moment, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, no, that should do it.
[AGENT][NEUTRAL] OK, well then, thank you for calling APL and if I'm not the one that you happen to reach when you call back, I.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Hope you have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye