AccountId: 011433970860
ContactId: 03df2d35-0765-444a-b96a-b530214e608c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1229680 ms
Total Talk Time (AGENT): 414525 ms
Total Talk Time (CUSTOMER): 419321 ms
Interruptions: 10
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/03df2d35-0765-444a-b96a-b530214e608c_20250409T19:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I just came across, uh, off, you know, the internet. Something showed uh.
[CUSTOMER][NEUTRAL] That term life and [PII]'s phone number.
[CUSTOMER][NEUTRAL] And it had a couple of sections of my name, my wife's name, and some other couple of other names, the back in the.
[CUSTOMER][NEUTRAL] lived in [PII]. I had some uh money that might be due back.
[CUSTOMER][NEUTRAL] I think one section is 125 and 50s and stuff like that and I'm trying to figure out.
[CUSTOMER][NEUTRAL] If that's true, some of that's still out there and available, or?
[CUSTOMER][NEUTRAL] Trying to figure out what it is, what it was.
[AGENT][NEUTRAL] OK, so who
[CUSTOMER][NEUTRAL] Because I had, I had one time checked in the, you know, unclaimed the money is out and they just happened to accidentally come across this one so I was trying to find out.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] There was anything to this if it was real or unreal.
[CUSTOMER][NEUTRAL] Uh, under [PII] and [PII], and so forth.
[AGENT][NEUTRAL] OK, so you received something.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] OK, what is your name again?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] Spell the last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], you said that you're wanting to find out if there's any unclaimed property with APL?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm just going by what popped up something said term life and this phone number, it didn't say.
[CUSTOMER][NEUTRAL] APL or anything else, not that I could see.
[CUSTOMER][NEUTRAL] But it just had my name, my wife's name, and some other things back in when we lived in uh [PII].
[AGENT][NEUTRAL] OK. And you got
[CUSTOMER][NEUTRAL] And our team and uh had uh.
[CUSTOMER][NEUTRAL] Uh, money, money, money, money owed, something like that.
[AGENT][NEUTRAL] OK, Mr. [PII]. So you're, OK, so what a callback number for you and I can partially help you with this?
[CUSTOMER][NEUTRAL] And there's some for also my.
[CUSTOMER][NEUTRAL] Uh, wife, [PII] [PII].
[AGENT][NEUTRAL] OK, so I, yes, sir. I'll be able to help you with your portion of it, partially, but first off, what is your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and.
[CUSTOMER][NEUTRAL] You'll be calling back from this number?
[AGENT][NEUTRAL] OK, so give me just one moment because I don't even.
[AGENT][NEUTRAL] Uh, no, sir. I would not. I mean, the phone number you gave me is, if something happens to our call would be the phone number that I would call you back on, how it would come up on your end would look different. So give me just a moment, OK?
[CUSTOMER][NEUTRAL] Mm, no, I just, I just get a lot of junk that comes through and sometimes I just wipe it out. That's uh it's, I just ask that so I know what number I'm looking for.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. And I don't quite know how it will come up if that should happen because we have a lot of different phone numbers that within our company. So I, I can't say specifically how it would show up, but it would not be the [PII] number you called in on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me just a moment.
[CUSTOMER][NEUTRAL] OK, I'll just have to answer some of them here for a while.
[CUSTOMER][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Well, hopefully, we won't get disconnected. So just a moment, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so do you mind first off, um, letting me, well, first off, let me see if I can locate a policy for you at all in our system now, Mr. [PII]. So just one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And you haven't received anything. Is that correct?
[CUSTOMER][NEGATIVE] No, they had nothing come through the mail. This was just something run across and.
[AGENT][NEUTRAL] From APL this was.
[CUSTOMER][NEUTRAL] Looking under these things they put out for unclaimed funds available possibly for different people.
[CUSTOMER][NEUTRAL] You know, like state and federal and so on and so on and so on.
[AGENT][NEUTRAL] And this information related to APO Mr. [PII].
[CUSTOMER][NEUTRAL] Right, that's why I was saying because it had possible stuff due back maybe from publishers clearing house and this and this and that and I think what would that be under a term life policy.
[AGENT][NEGATIVE] Well, that wouldn't be us for that.
[CUSTOMER][NEUTRAL] I don't remember having I don't remember having a term life policy.
[AGENT][NEUTRAL] OK, so what website did you find the information on indicating there could possibly be something with APL that was out there? What website did you find that on?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't remember what that part was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII].
[CUSTOMER][NEUTRAL] Actually my daughter and my sister-in-law.
[CUSTOMER][NEUTRAL] Kind of found it and then send me some stuff. So what it was showing on the picture didn't really.
[CUSTOMER][NEUTRAL] Uh, show me the website.
[AGENT][NEUTRAL] OK. All right, so.
[CUSTOMER][NEUTRAL] I'd have to go back and check with her with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this number is actually just dealing with APL, uh, an insurance, uh, place.
[AGENT][NEUTRAL] Yes, sir, it is. This is American.
[CUSTOMER][NEGATIVE] So why would that number come online? I have to go back and check and might look at something the wrong way then cause so much other stuff I wouldn't think an insurance place would be handling it.
[AGENT][NEUTRAL] Public life insurance. Mhm.
[AGENT][NEUTRAL] Well, give me, give me a moment, Mr. I. I'm gonna
[CUSTOMER][NEUTRAL] But this number is strictly just the ATO and the phone number, OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] is for America Insurance.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so just one moment.
[CUSTOMER][NEUTRAL] Um, American, American what? just American insurance or?
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] No, sir. American Public Life Insurance.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that was one of the things that showed up on that list with some other stuff.
[AGENT][NEUTRAL] OK, so yes, so that would be, that's the company I'm with so give me just a moment I'm still trying to look to see if I can locate the information for you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I think it said something about I think on the right side is, you know, had all the information and address and zip codes and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I was read I think it had 100 or around 100 or something like that.
[CUSTOMER][NEUTRAL] I don't know what it'd be on. I don't remember.
[CUSTOMER][NEUTRAL] It could have been your company it could have been one that was dealt with somewhere back then, but I could have got it to a lot of different ways and I forgot it by now.
[CUSTOMER][NEUTRAL] Because my wife passed away back in [PII].
[AGENT][NEUTRAL] All right. Well, so look, give me, OK.
[AGENT][NEUTRAL] Oh, I'm very sorry. OK, so Mr. [PII], let me see if I've located a policy for you. So any information that I am able to provide at the moment would be.
[AGENT][NEUTRAL] Verification of benefits and not a guarantee of payment. So if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you. Also your home mailing address that time. Well, no, actually, what is, what is another home mailing address? Not in [PII]?
[CUSTOMER][NEUTRAL] Well, I live down in [PII] now [PII].
[AGENT][NEUTRAL] Well, if
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me just, yeah, Mr. [PII], I'm so sorry. Yes, sir. Bear with me just a moment because one of my screens is um.
[AGENT][NEUTRAL] Not cooperating so I can't see that address yet. Just one moment. I'm so sorry.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's, that's the internet to.
[AGENT][NEUTRAL] Isn't it though?
[CUSTOMER][NEGATIVE] Everybody wants me get, get on the internet. Then I get on, they don't work. It sends me a bunch of stuff I don't need and then they wonder why I don't like the internet.
[CUSTOMER][NEUTRAL] Go back to the old trustee.
[AGENT][POSITIVE] I understand fully. I do.
[CUSTOMER][NEUTRAL] Blah blah blah.
[CUSTOMER][NEUTRAL] You're, you're talking about somebody who's been through a lot of it. I'm, I'm [PII] old.
[AGENT][NEUTRAL] Oh, that's not old.
[CUSTOMER][POSITIVE] But I got more I got more I got more energy and get up and go than most of the young bucks and young Phillies.
[AGENT][NEUTRAL] I know that's right. These young kids like they used to.
[CUSTOMER][POSITIVE] You know, you noticed I made, you notice I made that you noticed I made that a broad statement, so I didn't get in trouble.
[AGENT][NEUTRAL] Uh both.
[AGENT][NEUTRAL] I certainly did. You got all of the bases covered with that one. OK, Mr. [PII], so let's try to, um, OK, so what is the, what is that address again in [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was that address?
[CUSTOMER][NEUTRAL] Uh, [PII] is [PII] [PII] is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I remember right zip code [PII].
[AGENT][NEUTRAL] OK, thank you. Now, the phone number that you gave me [PII], is that your best contact number?
[CUSTOMER][NEUTRAL] That's, yeah, that's my cell phone number. That's what I'm talking on right now.
[AGENT][NEUTRAL] Or that we can call you back?
[CUSTOMER][NEUTRAL] I don't really have, I don't really have a house number. We've all got cell phones.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, and the, so,
[AGENT][NEUTRAL] At one time, you had a supplemental medical policy with us.
[AGENT][NEUTRAL] When you were employed through McIlvain Trucking?
[CUSTOMER][NEUTRAL] But that I had a
[CUSTOMER][NEUTRAL] With that anything to do with, yeah, that's what I was getting ready to say they can connect with [PII].
[AGENT][NEUTRAL] Yes, sir. So this was a supplemental policy. Now,
[CUSTOMER][POSITIVE] Yeah, yeah, I drove I drove for them for quite a while, yeah.
[AGENT][NEUTRAL] OK. That is the only policy that I can see in our system for you. Now, what I can do is I can
[CUSTOMER][NEUTRAL] Well, that's, that's why this probably popped up then.
[AGENT][NEUTRAL] Right, so what I can do is let me look this.
[AGENT][NEUTRAL] See how this actually needs to be handled since you have not received any, um, but you said that you no longer live in [PII]. Is that correct?
[CUSTOMER][NEUTRAL] No, I haven't lived in [PII] since [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what is your current address?
[CUSTOMER][NEUTRAL] Current address is [PII] I gave you.
[AGENT][NEUTRAL] Now
[AGENT][NEGATIVE] Oh, give, give me that again because I wasn't able to capture that information.
[AGENT][NEUTRAL] When you first gave it to me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], you know, just [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. I'm just gonna repeat that back to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So just a moment.
[AGENT][NEUTRAL] OK, so do you mind letting me place you on a brief hold for just a moment to verify.
[CUSTOMER][NEUTRAL] Alright, you keep cutting that once in a while.
[AGENT][NEUTRAL] How to handle this because I believe I'm gonna need to have someone, someone to.
[AGENT][POSITIVE] Yes, sir, and I'm so sorry about that. It's something within the, in the phone system that I unfortunately cannot.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Correct, myself. So.
[CUSTOMER][NEUTRAL] No, I was, I was just saying you didn't hear much about cutting out a little bit.
[CUSTOMER][NEUTRAL] Or just a, just a second pause that kind of thing.
[AGENT][NEUTRAL] Do you mind holding, letting me place?
[CUSTOMER][NEUTRAL] Yeah, I can hold for a minute.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Don't know how to word that.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Mr. [PII], thank you very much for holding for me. Can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is still [PII] and what I'm gonna need to do is mail to have someone to give you a return call regarding that.
[AGENT][NEUTRAL] And I'm also going to include your current address that you gave me.
[AGENT][NEUTRAL] Now again I cannot tell you what the phone number will be that will call you so unfortunately I know that we do get a lot of spam calls these days um but just know that someone from APO will be calling you it probably will not be today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It'll possibly be, you know, within the next tomorrow or within the next couple of days.
[CUSTOMER][NEUTRAL] OK, well, just uh.
[AGENT][NEUTRAL] But I'm
[CUSTOMER][NEGATIVE] Just tell them if they call through and I don't answer I can be busier on the mower or something and not hear the phone call.
[CUSTOMER][NEUTRAL] Just have him put it on the voicemail and then I'll call back.
[AGENT][NEUTRAL] Sure. Uh.
[AGENT][NEUTRAL] So they can
[AGENT][NEUTRAL] OK, so they can leave you a voicemail?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] OK, yes, sir. Well, I'll be happy to do that. So, um, is there anything else?
[CUSTOMER][NEUTRAL] Because because sometimes I'm on the motor when I'm doing stuff like that I don't hear the phone ringing every time.
[AGENT][NEUTRAL] I understand. No, sir. I totally understand that. So, is there anything else, Mr. [PII], that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Uh, I was just checking that stuff out.
[AGENT][POSITIVE] OK, yes, sir. Well, we'll follow up with you.
[CUSTOMER][NEUTRAL] Looking, looking around and seeing who's got money I can get.
[AGENT][NEUTRAL] I understand. I understand. I do the same thing.
[AGENT][POSITIVE] So, yes, sir, but we will, we'll be back in touch with you, OK?
[CUSTOMER][POSITIVE] All right thanks appreciate it.
[AGENT][POSITIVE] All right. Well, you're welcome. Yes, sir. And again, if that's all I can help you with at the moment, thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you