AccountId: 011433970860
ContactId: 081f0ec1-7a9b-429a-a3ac-0b6ef0dbd18b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 760559 ms
Total Talk Time (AGENT): 291477 ms
Total Talk Time (CUSTOMER): 386898 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/081f0ec1-7a9b-429a-a3ac-0b6ef0dbd18b_20250328T20:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am getting bombarded and um I'm trying to figure out so I'm calling you all. I've been told that I have uh some funds that are unclaimed by me and that your firm tried to contact me when I lived in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was unreachable because I moved to [PII]. I live in [PII], and I guess it says that the last time you tried to contact me, American Public Life Insurance Company last tried to contact me on [PII] when I lived at [PII]. And I haven't lived there, uh.
[CUSTOMER][NEUTRAL] In some years, so I'm trying to figure out.
[CUSTOMER][NEUTRAL] I don't even remember what year I moved out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of that house, but I was wondering if somebody could help me figure out what this is because it is a a substantial amount of money.
[AGENT][NEUTRAL] OK. All right. OK, so what I'm going to need to do is, first, can I get your name and the policy number that's on the letter that you received?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't see a policy number.
[AGENT][NEUTRAL] OK, can I get
[CUSTOMER][NEUTRAL] I see an account number.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] 333-545-275
[AGENT][NEUTRAL] OK. And then what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], do I spell your first name with a [PII] or an [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] DI, OK.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] I've got specific instructions on these um calls.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] The paperwork that you received.
[AGENT][NEUTRAL] Is there an email address?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It doesn't say at the top, this is not a bill or a request for payment.
[CUSTOMER][NEGATIVE] No, I'm getting bombarded with attorneys trying to um help me because I'm pretty sure that it I know what this has to do with.
[CUSTOMER][NEGATIVE] But I'm not sure. I, I have an idea but I've got, I've got attorneys constantly bombarding me saying that they can get my money from you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Let me see, there's a, a specific lady and
[AGENT][NEUTRAL] Have you ever had a policy with APL?
[CUSTOMER][NEGATIVE] Ma'am, I don't know if I have or not, but I have had multiple settlements, um, and then things have gone awry, and then all of a sudden, here's $1800 because that was lost money that somebody mismanaged and didn't pay me my money. I got paid quite a bit of money.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I was down and paralyzed and almost killed 4 different times, um, driving in [PII]. I don't know if it has to do with any of my surgeries, any, any of the fraud that was done to me and people defrauding and stealing my money. It was crazy. So,
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, goodness.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] I'm just trying to figure out what this is about because I have a feeling this was somebody else that took advantage of me and now that it's been uncovered because when bookkeeping happens, then it gets uncovered that this insurance agency mismanaged my money and didn't give it to me and gave it here and used it there and did what they wanted to do with my money and then here comes these chunk checks that.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Come to me because I was almost killed 4 different times and I've had 3 major surgeries and a lot of insurance fraud, medical and, and such has taken place as well as the auto insurance industry. So I don't know. I don't know if the policy holder was one of the people that hit me. I don't know if the policy holder is somebody who has had ties in with one of my doctors. I don't know, honey. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I understand because I'm trying to pull you up by your name.
[AGENT][NEUTRAL] And the reason why I asked was because I wanted to make sure that I get you to the correct person to be able to do the unclaimed property.
[AGENT][NEUTRAL] And I'm not able to pull you up by your name, so the next step is to pull you up by your social, and would you be willing to give me your social security number so I can pull you up and see if there's any notes if you had a policy with us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and I can tell you all of these attorneys are telling me the same dollar amount as well so they're all uncovering something somewhere and the dollar amount I'll give you my social and then I'll give you the dollar amount because it's ironic there it so I know there's something to it because they're all telling me the same dollar amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And what is your social?
[CUSTOMER][NEUTRAL] Um, uh.
[CUSTOMER][NEUTRAL] My social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, I see why I wasn't able to pull you up is because.
[AGENT][NEUTRAL] There is no space. There was no space in between your name, your [PII], and it was together.
[CUSTOMER][NEGATIVE] Oh, [PII] has run together. And you know what, that's how Aetna had me. Aetna had me in the system with that, and that caused a lot of problems when payout started happening and a lot of lost money might be due to that.
[AGENT][NEGATIVE] It was run together.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK, I understand. Um, I'm going to, let's see, look at some notes real quick so I can make sure because you've had in the past 3 different policies with us and I wanna make sure that I have the correct policy before I contact.
[AGENT][NEUTRAL] Somebody to help you further.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because it's quite a bit of money here, it's uh it's $2,871.38. So and that's a diff weird number for all these attorneys to be sending me that I'm owed this money.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, I understand. OK, so, um.
[AGENT][NEUTRAL] The the lady that you need to speak with is away from her desk at the at the moment she's gone for the day actually, but what I can do um is get your call back number a good call back number for you. I'm gonna send her an email. I'm gonna let her know that you called in today because you have unclaimed funds that you're checking into and make sure that she calls you back. Can I get that number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you tell me what exactly this is from?
[AGENT][NEUTRAL] I can't see the information, that's the thing is, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I, I'm not able to see any unclaimed information. All I can see is the, the policies that you used to have with us in the past and that was your gap insurance, um.
[CUSTOMER][NEUTRAL] Yes, yes. I, I had that.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Yeah, I'm guessing that I didn't get paid out my gap because I got, I was so honey, I was, I was almost dead.
[AGENT][POSITIVE] Oh, I'm so sorry you went through all that.
[CUSTOMER][NEGATIVE] I was, uh, and, and, and then of course, you think, you think your family loves you until they find out that they're all just coming to get money and nobody takes care of you. I was laid up and I couldn't move. I couldn't, yeah, and so.
[AGENT][NEGATIVE] Oh, that's the worst.
[CUSTOMER][NEUTRAL] I got paid out on 4 different accidents. One was a semi that almost took me out, and this was before Florida passed all those uh texting and driving rules, and my job was 80% on the road, honey. And when I tell you 3 texters hit me and a semi hit me all from [PII] to 200.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and I was in surgery after surgery after surgery so I just keep finding out I have more money here and more money there and, and I, you're the first one to say something about gap insurance but I, I, I remember calling and calling and calling and saying that the gap insurance didn't pay me my money.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] I remember that much, laying in bed crying and saying it's my gap that I, I have gap insurance.
[AGENT][POSITIVE] Oh goodness. I am so sorry. You've been through a lot.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, it's, it's old and that's old memories, but you know, it, it'd be nice to compensate for some of the money since my family all, you know, took my money when I was incapacitated.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am, I understand.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But we're gonna get to the bottom of it, um, because
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm writing Ms. [PII] is who you would speak with.
[AGENT][NEUTRAL] And I'm gonna tell her the insured called today. I'm gonna write this real quick while we're on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said how long have we been trying to get a hold of you? 3 years?
[CUSTOMER][NEUTRAL] It said that the last time that you tried to contact me was [PII].
[AGENT][NEUTRAL] OK, I'm gonna put that date on there too.
[CUSTOMER][NEGATIVE] Yeah, I'd rather deal with you directly than all of these lawyers are telling me how much they're gonna charge me to get my money.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][POSITIVE] But I, I finally figured there was something to it today because everybody's selling me the same dollar amount to the penny.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Well I'm gonna send her an email and I'm gonna request a call back for you and um and I'm gonna spell your name right so that.
[CUSTOMER][NEGATIVE] Well, and you might wanna let them know that, yeah, that, that, that name has run together has caused a lot of problems. It, it actually caused a lot of issues when the lawyers uh were getting the money settlement. It, it, it really did because I've had $1800 pop up one time, I think it was through one billing issue. It was all billing matters because of that last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I'm going to put all 3 of your policy numbers on this email.
[AGENT][POSITIVE] That way, she will have everything that she needs and won't have to worry about that space not being there because she can look it up by policy number and know exactly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK. All right, I've got that in for her so that she can give you a call back, um.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Of course, she's gone today and it's the weekend and she'll get it when she comes in Monday. So I would give her a few days to call you back and um hopefully, you two can get to the bottom of everything, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much for your time I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII], and I hope you have a wonderful weekend and we certainly appreciate you calling APL.
[CUSTOMER][POSITIVE] Alright you have a good day thank you.
[AGENT][NEUTRAL] You too bye bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.