AccountId: 011433970860
ContactId: 08d0d47b-8402-4404-ad67-a3311ec4721a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258529 ms
Total Talk Time (AGENT): 116942 ms
Total Talk Time (CUSTOMER): 120220 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/08d0d47b-8402-4404-ad67-a3311ec4721a_20250328T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I'm trying to, um, I was just notified about a policy that's pending and I'm just, um, my, for my late father, and I'm just trying to get some information about whatever policy is pending.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, I'm not quite sure what you mean pending. Um, did you receive a letter from us, you said?
[CUSTOMER][NEUTRAL] Um, I haven't received any information because I don't.
[CUSTOMER][NEGATIVE] Um, I don't have any information. There's a lot of fraud stuff going on.
[AGENT][NEUTRAL] OK, so are we just needing to see if, sure, are we just needing to see if he has an active policy with us?
[CUSTOMER][NEUTRAL] I don't know anything. I just know that something is pending and I'm trying to figure out what it is, cause nothing should be pending, but something is pending with American.
[AGENT][NEUTRAL] OK, OK, we'll get it pulled up and take a look at that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, what was your name?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] But my father's name is [PII].
[AGENT][NEUTRAL] [PII], OK, and then before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you have a policy number or anything like that?
[CUSTOMER][NEUTRAL] You please
[CUSTOMER][NEUTRAL] I don't have any information. I just, I just, I don't, I don't have his social. I just have his first and last name and suffix.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, OK, you don't have a social either. OK, um, so his first name was.
[CUSTOMER][NEUTRAL] And then just.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, and the last name please if you wouldn't mind spelling it for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment let me try to find him.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How many um a backpack? Backpack. What was the description?
[CUSTOMER][NEUTRAL] OK, what we can learn.
[CUSTOMER][NEUTRAL] like a green shirt.
[AGENT][NEUTRAL] Um, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] No. OK, so can you help me find a company called American Metal and Life Insurance Company because that's what's pending.
[AGENT][NEUTRAL] Oh, yeah, this is American Public Life, OK, um.
[AGENT][NEUTRAL] I'm not sure I've heard of them, um.
[AGENT][NEUTRAL] American Medical, is that what you said?
[CUSTOMER][NEUTRAL] American Medical and Life Insurance Company. That's the name of the company that's pending. Yeah, there's an open policy that's pending with that company.
[AGENT][NEUTRAL] And life insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see. I've not heard of them. Um, let's see.
[CUSTOMER][NEUTRAL] Oregon Insurance Division life insurance policy check report. I'm, I'm looking at a report here and everything is like no policy found except for that one. You said you're the American.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is American Public Life so we're not affiliated with them at all. I did just search and apparently they're um.
[AGENT][NEUTRAL] Uh, they, they have several different um entities that they operate under American Medical Association insurance, um life insurance. I'm just trying to find a general, again, I'm, I'm not familiar with them at all, but uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, American Public, OK, I see. So I see you there. I see your name. There's nothing. There's no policy found, so that makes sense. That's true. I just have a report here from my father and it's just everything is showing no policy except for that one.
[AGENT][NEUTRAL] Yeah, American public life.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, I OK, I see what you mean. um, let's see, I think I found their website their AMA is what.
[AGENT][NEUTRAL] I'm seeing
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] AMA I think I, yeah, so I see [PII].
[AGENT][NEUTRAL] Yes, that's, that's what I'm on and again I'm just being just full disclosure I'm not familiar with them, but I do see um they do have a phone number at the very very bottom it says contact us and I see a phone number it says for customer service and claims.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's what I'm seeing, yeah.
[CUSTOMER][POSITIVE] OK, I have it. Thank you.
[AGENT][POSITIVE] OK, you're welcome. I hope you have a great rest of your day.