AccountId: 011433970860
ContactId: f9e6bb21-2fed-4edf-a8c6-c51f1102a83c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416500 ms
Total Talk Time (AGENT): 150081 ms
Total Talk Time (CUSTOMER): 144272 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f9e6bb21-2fed-4edf-a8c6-c51f1102a83c_20250508T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm trying to get a hold of [PII].
[AGENT][NEUTRAL] OK. Um, may I ask who's calling, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], do you have a policy with us?
[CUSTOMER][NEUTRAL] I do, but it's uh through my work and I don't have the number, but I had talked to her prior to this about a week ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. OK. Um, I can try to get Ms. [PII] for you, but first we'll need to verify your policy. Can I please get your social security number and that'll pull your policy in for me.
[CUSTOMER][POSITIVE] I know, I know, but it's like pulling my best tooth for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please uh verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, I'm not sure about the email address. My late wife had, I had one, but I can't remember it, and I didn't write it down, but my address is [PII], and my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, thank you sir and is this a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] That's the only number you can call me back on, so I hope so.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yes, sir. Let me, um, see if Miss [PII] is able to take your call.
[AGENT][NEUTRAL] Uh, it's gonna be just a moment while I send her a message.
[CUSTOMER][NEUTRAL] OK alright
[CUSTOMER][NEUTRAL] I gave you my social security number. Can you give me that policy number that way I'll have it.
[AGENT][POSITIVE] Yes, sir. I think that's a pretty good swap.
[AGENT][NEUTRAL] Your policy number is 241.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a minute, read it start all over again.
[AGENT][NEUTRAL] Yes, sir. [PII].
[CUSTOMER][NEUTRAL] I'm trying to drive and do all.
[AGENT][NEUTRAL] Oh, OK, it's 241.
[CUSTOMER][NEUTRAL] Alright, come on.
[AGENT][NEUTRAL] 4320.
[CUSTOMER][NEUTRAL] Got that.
[CUSTOMER][NEUTRAL] 4320. I got you this last time.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK. I am writing [PII] real quick.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] See if she's able to take the call.
[CUSTOMER][NEUTRAL] I, I had talked to her about this about a week ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if she can't take it, maybe you can help me with it. I'll tell you what the deal is.
[AGENT][POSITIVE] OK, she's um she's writing me back right now to see we're gonna see if we can get that.
[AGENT][NEUTRAL] Get it transferred over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. She is asking.
[AGENT][NEUTRAL] What the call is about.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Tell her she talked to me about a week ago. They mailed y'all mailed me a $25,000 check for critical illness policy my employer had on me. Well, I've misplaced it or shredded it one, and, uh, could you stop payment on it and issue me a note.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she told me to give her till about today she, OK, she, she told me to give her back till today and uh and call back, you know, if I hadn't found it, so I searched high and I've searched low.
[AGENT][POSITIVE] Oh, OK, well, I can do that for you, sir.
[AGENT][NEUTRAL] Uh huh OK.
[AGENT][NEUTRAL] Oh, OK. So you were supposed to follow up.
[AGENT][NEUTRAL] OK, so you're supposed to follow up with her.
[CUSTOMER][NEUTRAL] Yeah, yep, because it, it had, it hadn't been cashed or it hadn't been deposited. You can pull it up and see.
[AGENT][NEUTRAL] OK, I'm writing her back letting her know that you're calling to follow up because you still have not received the check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And it was sent out on like [PII]. It's been a month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would have been my birthday.
[AGENT][NEUTRAL] Oh my.
[AGENT][POSITIVE] Happy birthday, late birthday.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, she said she's able to take your call. So it's gonna be a brief hold, sir, while I transfer you on over to Ms. [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you I appreciate your help.
[AGENT][POSITIVE] All right, thank you, sir. You're very welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too have a blessed day alright thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi, [PII], it's [PII]. I've got um Mr. [PII] on the other end, and he's a character. He's funny.
[CUSTOMER][NEUTRAL] He is, he is.
[AGENT][NEUTRAL] OK, well, I'll let him, let him go.
[CUSTOMER][NEUTRAL] OK, uh, yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye, [PII].