AccountId: 011433970860
ContactId: f09b707c-91f8-4abd-bf3c-72ca1b9415e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262320 ms
Total Talk Time (AGENT): 102111 ms
Total Talk Time (CUSTOMER): 103187 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f09b707c-91f8-4abd-bf3c-72ca1b9415e8_20250528T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sorry. Hey, [PII], this is [PII] in customer care. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good um I have somebody on the line named [PII] actually I think it's somebody you've been talking to. It's about a refund on a premium and I was wondering if that's something that you could help with.
[AGENT][NEUTRAL] I can that doesn't sound familiar though.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 649346.
[AGENT][NEUTRAL] That sounds familiar though.
[CUSTOMER][NEUTRAL] It's for, yeah, [PII]. [PII] is the daughter, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII] and [PII] have both passed away.
[AGENT][NEUTRAL] Right. OK. 346.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then yeah so she was just checking on the status of that did you want her callback number?
[AGENT][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] OK, call back is gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yeah, just one second and I'll transfer over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, good morning, um, Mr. [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good, um, [PII] was saying you were calling, uh, checking on the status of your refund, is that correct?
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][NEUTRAL] OK, um, we're still working on the refund, um.
[AGENT][NEUTRAL] It should be ready probably sometime this week or next week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's what I needed to know because it's been a while so.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Right, and I'm not let me check on the.
[AGENT][NEUTRAL] If we was there an estate set up or anything or?
[CUSTOMER][NEUTRAL] Uh, well, yeah, there was a trust, so my brother and I are the trustees. Mhm.
[AGENT][NEUTRAL] A trust, OK.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] And I think I had, I don't know, did I send that? I think I had sent that to.
[AGENT][POSITIVE] That's what I was checking just to be sure we, we had everything we needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know on a refund we we have to get it approved from our supervisor so.
[AGENT][POSITIVE] And thank you.
[AGENT][NEUTRAL] A lot of requests.
[AGENT][NEUTRAL] Let's see, here's the death certificate.
[AGENT][NEUTRAL] And there's the trust, OK.
[CUSTOMER][NEUTRAL] OK, and uh, I, you have the, OK, OK.
[AGENT][NEUTRAL] Everything should be, be fine. Uh, we're just waiting on approval.
[CUSTOMER][POSITIVE] OK alright I appreciate it thank you.
[AGENT][NEUTRAL] And what is the address that we need to send that to just.
[CUSTOMER][NEUTRAL] OK, yes, it's [PII].
[AGENT][NEUTRAL] I just want to make sure
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that's in [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um,
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] We'll we'll get that processed for you as soon as we can and get that to you and like I said it should be sometime this week or next week.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] All right. All right. Well, thank you. And is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I'm very sorry for your loss and you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Mhm thank you. Goodbye.