AccountId: 011433970860
ContactId: 1199b0c5-62d0-4d0a-9242-0820d7bb6449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184970 ms
Total Talk Time (AGENT): 81758 ms
Total Talk Time (CUSTOMER): 77803 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/1199b0c5-62d0-4d0a-9242-0820d7bb6449_20250107T22:21_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hey, how are you doing today?
[AGENT][POSITIVE] I'm doing wonderful. How about yourself?
[CUSTOMER][NEUTRAL] Well, you're about #6 on my list to talk to on this issue, so I hope, hope you're the one.
[AGENT][POSITIVE] All right, yeah, I'd love to help you out my friend.
[CUSTOMER][NEUTRAL] I uh
[CUSTOMER][NEUTRAL] Uh, I've got a life insurance policy on my wife. She passed away in [PII], and my daughter was going through some papers and she found this life insurance that was taken out by her parents on her when she was born.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In [PII] and uh the company is American Investors Life Insurance Company of Dallas.
[AGENT][NEUTRAL] Oh, that's not us.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, I'm, I don't think, I don't think they are that name anymore. I've been given they were Delta. I've been given they were Genworth and I called the uh NAIC or the department of uh the insurance commissioner of Texas and she gave me this number for you.
[AGENT][NEUTRAL] Yeah, so we, we've always been American public life, and we, I mean our company originally started in like [PII], um, but we've never been out of [PII].
[CUSTOMER][NEUTRAL] You mean never been in [PII]?
[AGENT][NEUTRAL] Yeah, so we, we were in [PII]. Now we're headquarters is in [PII], um, but we've never been.
[AGENT][NEUTRAL] I mean, like we've insured people in [PII], but it's never been like our headquarters.
[CUSTOMER][NEUTRAL] Well, I'm, I'm not looking for the headquarters. I'm just looking for who owns this policy now, so you're you're saying that's not you?
[AGENT][NEUTRAL] Yeah, we've, our, our company's always been called American Public Life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you want just for laughs, like I can not just for laughs, but like I can always type in a social security number and tell you if I pull somebody up, um, like I will abs I'll attempt to take a look but um.
[CUSTOMER][NEUTRAL] OK, well, I'll
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] I just don't want, I guess I just don't want to give you like false hope because.
[AGENT][NEUTRAL] Cause it's like that's not our company name.
[CUSTOMER][POSITIVE] Well, I'll give you the social security number. If you can take the social security number, that'd be great.
[AGENT][POSITIVE] Absolutely. Um, and I'm ready for that when you are.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And then the
[AGENT][NEUTRAL] No, I
[AGENT][NEUTRAL] Your, your, I cannot talk. I'm so sorry, your wife's name?
[CUSTOMER][NEUTRAL] Uh, [PII], it'll be under [PII].
[AGENT][NEUTRAL] All right. Unfortunately, I don't have anyone coming up with that social. The closest name I have is, is very different. I'm so sorry.
[CUSTOMER][POSITIVE] Yeah, alright, well I'll try somebody else then thanks.
[AGENT][NEUTRAL] Hey, I wish you the best of luck. I'm really sorry that you're having to go through everybody to find this, but I definitely wish you the best of luck.
[CUSTOMER][POSITIVE] Thank you very much. Have a good day.
[AGENT][POSITIVE] My pleasure. You take care, friend.