AccountId: 011433970860
ContactId: fc307f3e-4e6e-4697-a4de-d3c1f34125ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1287920 ms
Total Talk Time (AGENT): 345178 ms
Total Talk Time (CUSTOMER): 244924 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/fc307f3e-4e6e-4697-a4de-d3c1f34125ac_20250218T15:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling about this uh life insurance policy.
[CUSTOMER][NEUTRAL] Uh, we had on my husband.
[CUSTOMER][NEUTRAL] And I was calling for the uh any.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Any information you could give me as to when can this be received?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The benefits
[AGENT][NEUTRAL] Let me check and see what I can find out. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And may I have your name?
[CUSTOMER][NEUTRAL] [PII], it's with two [PII], [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] I do, uh, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 153004.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the address on file, Miss [PII]?
[CUSTOMER][NEUTRAL] My address.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your first name Miss [PII]?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] May I have your your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, so [PII] is.
[AGENT][NEUTRAL] OK, and the main holder of the policy, the name of the main holder?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And when did Mr. [PII] pass?
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] When did Mr. [PII] pass?
[CUSTOMER][NEUTRAL] Uh, the, uh, I, uh, I'm gonna have to look at it. Wait a minute. I think it's the [PII].
[AGENT][NEUTRAL] OK, OK, sure.
[AGENT][NEUTRAL] Of this year?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, OK, of this year, OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Mm, and I'm sorry for your loss. Um, OK, so this is.
[AGENT][NEUTRAL] OK. um Miss [PII], um, we're gonna need for you to send some information, um,
[CUSTOMER][NEUTRAL] OK, like what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So what we're gonna need is um the death certificate. If you receive already a copy, we're gonna need a copy of that so we can go ahead and take action on the policy, OK?
[CUSTOMER][NEUTRAL] I have already mailed that in.
[AGENT][NEUTRAL] You did, OK, let me check and see if we have it one moment.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] I said a loss of life form.
[CUSTOMER][NEUTRAL] The death certificate.
[CUSTOMER][NEUTRAL] A copy of the policy that I have.
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] A copy of the letter that was written to me back in
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. When did you send that information?
[CUSTOMER][NEUTRAL] What is today? Today is Tuesday.
[AGENT][NEUTRAL] Yes, the [PII]. Mhm.
[CUSTOMER][NEUTRAL] Thursday of last week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was it sent by regular mail?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, it has not been received just yet, um.
[AGENT][NEUTRAL] Let me check one more place just to make sure.
[CUSTOMER][NEUTRAL] Yeah, where, where are you located? You're in [PII]?
[AGENT][POSITIVE] Yes. Mhm. Correct.
[CUSTOMER][NEUTRAL] That's where, that's why I sent it.
[AGENT][NEUTRAL] What address did you send it to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Um, that is not a correct address.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, that, that's an old address, Ms. [PII]. Um, that office is no longer standing. Um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Well, I don't wanna have to go through all of this again I having this form notarized again.
[AGENT][NEUTRAL] I understand, uh.
[CUSTOMER][NEGATIVE] Do I have to do all that again because I sent it to the wrong place?
[AGENT][NEUTRAL] More than likely it's gonna be returned back to you. So once it's returned you can go ahead and resend again um because yeah that office is no longer um the correct office um.
[AGENT][NEUTRAL] Let me see if they're still getting mail from that, from that place, OK. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] No, I don't mind.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Miss [PII]. OK, they're trying to check on that. Um, it's taking a little bit for them to find out if they're still affording that or not. Um, so I'm still waiting, OK?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Wait, I didn't understand you. Can you repeat that?
[AGENT][NEUTRAL] Sure, Ms. [PII]. I'm still waiting for some news and, and to check and see if we're still forwarding any mail from the [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so I'm still waiting to see if that's happening or not. So if you don't mind, hold a little bit longer so I can get an answer for you, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'm still here.
[AGENT][POSITIVE] Yeah, OK, OK. Thank you.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Miss. [PII]. OK. All right. So, yes, um, she said that they still for in that mail, so more than likely it is going to go ahead and be sent to [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Well, nowhere on this form does it say where to send it.
[AGENT][NEUTRAL] Mhm. Mhm. Yes.
[CUSTOMER][NEUTRAL] No way.
[AGENT][NEUTRAL] It um, it should be in the bottom. I know it's a small letters, but yeah, it should be in the bottom. It's really small letters, um.
[AGENT][NEUTRAL] But yeah, the, the, the address did change. um, but yeah, we're gonna, it looks like it's gonna be Ford, so if you get it back, which sometimes it happens, if you get it back, you just go ahead and send it back to us. Let me give you the correct address, but if you don't get it back, that means it went to [PII], OK?
[CUSTOMER][NEGATIVE] If you don't get it back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me know when you're ready for the address.
[CUSTOMER][POSITIVE] I'm, I'm ready.
[AGENT][NEUTRAL] All right. The address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell that?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] Maybe I have my phone turned hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, let's try that again. I got [PII].
[AGENT][NEUTRAL] OK, and then [PII].
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, not the number 9, [PII], and [PII] after [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] Just [PII].
[AGENT][NEUTRAL] Yes, yes. Mhm.
[AGENT][NEUTRAL] OK, and that's in [PII] City.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], is that right?
[AGENT][NEUTRAL] The other way around. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 31.
[CUSTOMER][NEUTRAL] My dyslexia is setting in.
[AGENT][NEUTRAL] It's OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I do that sometimes.
[AGENT][POSITIVE] Yes, [PII]. Yes, that's correct. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, like how long if I call back?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Since it needs to be forwarded to [PII], more than likely the post office will like uh hold it like for about 24 hours before it's sent to [PII] because they try to just hold on to as many uh mail before they send it to [PII]. So, um, I will say if you send it last Thursday, let me check my calendar really quick. OK, one moment. Um, let's see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I will say check back um.
[AGENT][NEUTRAL] Either on the [PII].
[AGENT][NEUTRAL] And if it's not here by the [PII], maybe by the following week, um, because again, since you more than likely if it goes to [PII], it takes a little bit longer.
[CUSTOMER][POSITIVE] OK, OK, hm, well, thank you for your help. OK, and I'll be back in touch.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. No problem. All right, Ms. [PII], and if you have any other questions, just feel free to call us back. If you get it back and you need to uh verify the address again or anything like that, just feel free to call us back, OK?
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] All right. Thank you. You have a good day. You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm.