AccountId: 011433970860
ContactId: 0568b459-f304-4b37-b85e-ddcd5b4a34d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 852159 ms
Total Talk Time (AGENT): 276913 ms
Total Talk Time (CUSTOMER): 447389 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0568b459-f304-4b37-b85e-ddcd5b4a34d0_20250130T21:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mr. [PII], this is uh [PII] senior.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] My wife was paying this policy because she passed [PII]. And uh they sent me this letter today.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] About uh the policy.
[CUSTOMER][NEUTRAL] That remain in effect, but what I was trying to see is.
[CUSTOMER][NEUTRAL] She's gone. I'm trying to get this policy put in my name so I could take it.
[CUSTOMER][NEUTRAL] Send uh the payment whatever you know.
[AGENT][NEUTRAL] Yes, sir. Let's see. uh, do you happen to have that policy number available?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh
[CUSTOMER][NEUTRAL] 91 911871117.
[AGENT][NEUTRAL] It's 911871117.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And it could be, it could be an L but it looked like a one on his paper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your last name again, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what state are you in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your wife's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it. Thank you. And this is for a life policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Like I said, she was paying it and she passed.
[CUSTOMER][NEUTRAL] And I've been getting these papers and I was trying to find out how you go about.
[CUSTOMER][NEUTRAL] Uh, you know, reinstate it, uh, in my name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing that the policy is in your name that you are the policy holder.
[CUSTOMER][NEUTRAL] OK. Well, I, I'm sorry, Ms. [PII]. I might be.
[CUSTOMER][NEUTRAL] Uh talking about to put my beneficiary on that who's over, you know.
[AGENT][POSITIVE] I got you. OK.
[CUSTOMER][NEUTRAL] Yeah, that's my son, my oldest son.
[CUSTOMER][NEUTRAL] [PII] over my.
[CUSTOMER][NEUTRAL] A kind of stuff here on my account, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's not a problem. Now, what is your date of birth and current mailing address? Let's just make sure we have all your policy information correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said, give me that date of birth one more time, if you don't mind, please, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, senior.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just one second because this looks like it's senior.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Let me see if I can get your policy pulled up.
[CUSTOMER][NEUTRAL] OK, and while I got you, uh, I'm gonna run it by you, uh uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I'm gonna have him to call you and uh do the same thing. I'll see how much his policy is so he know what to uh send it to, you know, mail it, mail a payment to. Well, matter of fact, it would be honest which I got about.
[CUSTOMER][POSITIVE] 5 or 6 of these different one and policies that my wife had and like I said we just trying to go step by step to try to get these things I'll make sure they stay in uh effect, you know.
[AGENT][POSITIVE] Right. I'll tell you what, Mr. [PII], if you don't mind holding just one moment, let me get you to our, our customer service department. Excuse me, and they'll be happy to assist you further if you'll hold just one moment.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Yes ma'am, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how you doing?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm good. How are you there?
[AGENT][NEUTRAL] I'm doing good, doing good, doing good, but I got a, I got a good little dolly for you.
[CUSTOMER][POSITIVE] Good, good, good.
[CUSTOMER][NEUTRAL] Uh, no, no, what shot, which shot.
[AGENT][NEUTRAL] Do Loy or Dilly or
[AGENT][NEUTRAL] I think the linger, whatever.
[AGENT][NEUTRAL] I'm gonna give you a policy number. It's 154214.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a whole life policy, and I have Mr. [PII] on the line, but he's senior.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not the one who's [PII].
[AGENT][NEUTRAL] No, Mr. [PII]'s date of birth is [PII]. Now, he said that he is on the policy.
[AGENT][NEUTRAL] His wife was paying for all these policies. What they're trying to do is get it to where he can pay for all these policies. There's like.
[AGENT][NEUTRAL] 5 policies in Miss [PII]'s name.
[AGENT][NEUTRAL] Uh, paying for them.
[CUSTOMER][NEUTRAL] Is she passed? Has she passed?
[AGENT][NEUTRAL] Yeah, she passed on [PII].
[CUSTOMER][NEUTRAL] OK. Well, um.
[CUSTOMER][NEUTRAL] Hold on, let me think. I'm thinking out loud there, um.
[AGENT][NEUTRAL] I know this is kind of.
[CUSTOMER][NEUTRAL] Um, OK, she's the payer.
[CUSTOMER][NEUTRAL] Owner
[CUSTOMER][NEUTRAL] All right, I'm thinking we're gonna need um uh a just thinking out loud, a copy.
[AGENT][NEUTRAL] I see in the notes that [PII]'s been talking to him.
[AGENT][NEUTRAL] Well, I don't know if she was talking to senior or because if she verified the date of birth, it was not right, so I don't know who she's talked to, but he
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Senior that I have on the line is the spouse.
[AGENT][NEUTRAL] And it looks like in her notes, he's saying to she's saying on the [PII] to report the death of his wife.
[CUSTOMER][NEUTRAL] Right, we're gonna need him to send in a copy of the uh I'm thinking out loud copy of the death certificate.
[CUSTOMER][NEUTRAL] Um, yeah, a copy.
[AGENT][NEUTRAL] It looks like on the [PII] that that was.
[AGENT][NEUTRAL] Relayed by [PII] and I on the care team.
[CUSTOMER][NEGATIVE] Fuck off care to own his passes on phone so she told him we need the death certificate yesterday.
[CUSTOMER][NEUTRAL] OK, alright, I, I'll tell Mr. [PII] again that we need the death certificate before we can do anything. Just have you email it to the care team or fax it, whichever is easiest for him, but the fastest of the demon.
[AGENT][NEUTRAL] So, yeah, do you see um the notes from [PII]?
[CUSTOMER][NEUTRAL] Yeah, well she talked to him yesterday that she needs that certificate on the owner.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] Um, we can't do anything until we get that death certificate. We cannot do anything.
[CUSTOMER][NEUTRAL] Um, what is, is he wanting to try to do something right now by phone.
[AGENT][NEUTRAL] He's, yeah, he's wanting to know what, what we need to do in order to get it in his name so that he can pay for these life policies for their children.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, let me speak to. I'm just gonna tell we gotta have the death certificate for for Miss, Miss, Miss, what's her name.
[AGENT][NEUTRAL] [PII]. Yes, [PII].
[CUSTOMER][NEUTRAL] Miss [PII], OK. Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But I couldn't find a policy with his date of birth on it.
[CUSTOMER][NEUTRAL] Um, well, I'll be honest with you, the policy I found doesn't match the policy number that's, I mean, the, uh, not policy number.
[CUSTOMER][NEUTRAL] Social that I found is not matching the social on this policy for [PII] either so or is that right [PII] or the last.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't know. There's some discrepancy in here to me.
[CUSTOMER][NEUTRAL] Yeah, [PII]. I don't know whose social is 7, you know, ends in [PII] or whose social I mean say ends in [PII] on the application it's saying.
[CUSTOMER][NEUTRAL] That [PII]'s is [PII], I guess it's a 437706.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] That's [PII]'s date of birth, but it's not his social that's listed as the applicant social. Yeah, I don't know whose social that is, um.
[AGENT][NEUTRAL] Oh, got you.
[AGENT][NEUTRAL] Lord, have [PII].
[CUSTOMER][NEUTRAL] Yeah, I have no earthly idea who social that is, but until, and it's on the, it's on the the owner's policy or [PII]'s policy also that same social. Let's see if I put in the social who I get.
[CUSTOMER][NEUTRAL] Maybe to be Mr. [PII].
[AGENT][NEUTRAL] I don't know, but I've been with you before.
[CUSTOMER][NEUTRAL] Yeah, so we get a death certificate, nothing can be done, um.
[CUSTOMER][NEUTRAL] 450 God, that pulled in, they pulled it. Oh that pulled in [PII], [PII], and [PII].
[AGENT][NEUTRAL] Lord have [PII].
[AGENT][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That pulled in all 512345 of those policy numbers.
[CUSTOMER][NEUTRAL] So that's either Miss, Mrs. [PII]'s or Mr. [PII]'s social.
[AGENT][NEUTRAL] OK, so if he's wanting to get it in his name so he can pay the policy, uh, maybe since she is the owner payer for these policies.
[AGENT][NEUTRAL] He's wanting to try to get it in his name so he can continue paying for the kids. Does that make sense, maybe? I'm not sure that's what I'm just kind of gathering in my mind.
[CUSTOMER][NEUTRAL] Yes, if he change?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, is he changing bank accounts?
[AGENT][NEUTRAL] I don't know. I didn't get that far. I do apologize.
[CUSTOMER][NEUTRAL] OK. I ain't a big thing. I was just asking. Um.
[AGENT][POSITIVE] I mean, I just said this one, this one got my, I look like [PII] from the Exorcist with my head going round and round on this one.
[CUSTOMER][NEGATIVE] Amen, sister. I'm with you over there now. We, we both in that boat together or, or whatever you wanna call it movie. Oh God. So it once and once I only have regretted it my whole life.
[AGENT][NEUTRAL] Uh, me too, me too.
[CUSTOMER][POSITIVE] Oh God, I am not kidding. Um,
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] Oh God, he's got the death certificate in and let them in customer service work it.
[CUSTOMER][NEUTRAL] And it looks like, looks like [PII] requested the all the addresses for each, for each, each one as well just something Mr. [PII] for I'm gonna tell when I had that certificate.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we need [PII]'s and everybody's addresses apparently I'm going by [PII]'s notes and [PII]'s, that's [PII] notes and everything.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] So he does, yeah, he doesn't have a policy. It's just the kids, it looks like, right?
[CUSTOMER][NEUTRAL] That's what I saw. I don't see. Well, [PII], whatever, there's 5 names I named off. I cannot remember the wife's name again.
[AGENT][NEUTRAL] Yeah, yeah, yeah. [PII].
[CUSTOMER][NEUTRAL] Sure, no, there's no [PII] or senior, so yeah.
[AGENT][NEUTRAL] She's the policyholder [PII] is, right?
[CUSTOMER][NEUTRAL] Well she's at your policy owner payer, yeah.
[AGENT][NEUTRAL] I mean the owner payer, yeah.
[CUSTOMER][NEUTRAL] So he needs to send the death certificate.
[AGENT][NEUTRAL] I see. So she died.
[AGENT][NEUTRAL] And he wants to continue paying. Ah, OK, I bet that's what it is. Woo, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I guess. All right, put, put, put Mr. [PII] on 3 deer.
[AGENT][NEUTRAL] Yeah, me too. All right.
[AGENT][POSITIVE] Thank you, [PII]. I promise I'm gonna be quiet after this.
[CUSTOMER][POSITIVE] Thank you. You're fine, girl. I mean, I promise you you cannot eat. Do not make it wrong.
[AGENT][POSITIVE] That's true. That's true. I should, oh, I'm so sorry. Let me get him on the line. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] By their
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] in our customer service department, and she's going to assist you further, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you, sir?
[CUSTOMER][POSITIVE] I'm hanging in there, man. I, good, good, good.
[CUSTOMER][NEUTRAL] So Miss Mr. [PII], um, Ms. [PII] was telling me that you're calling today. Are you two is we're trying to clarify this, are you going to take over making the payments on the 5 policies?
[CUSTOMER][NEUTRAL] Yes ma'am, what it is, my wife just passed [PII], and she was over all this.
[CUSTOMER][NEUTRAL] And she, she passed so now I got the, um, I was trying to take to find out how much it cost. I think she had all these policies. She the one that was was taking care of them, OK? and uh.
[CUSTOMER][NEUTRAL] So by she's gone.
[CUSTOMER][NEUTRAL] And I wanna be, uh, you know, take over and pay them.