AccountId: 011433970860
ContactId: 1251c7f7-fc9f-4833-bdb1-9c7f598d2d36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570140 ms
Total Talk Time (AGENT): 112142 ms
Total Talk Time (CUSTOMER): 236208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/1251c7f7-fc9f-4833-bdb1-9c7f598d2d36_20250107T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is, uh, [PII]. Uh, I have an insurance policy on my wife [PII]. It's with Southland Life Insurance Company of Dallas, and I understand that now that you own Southland Life, and I'm wondering, uh, my wife has passed away and uh.
[CUSTOMER][NEUTRAL] This particular policy endowed at age [PII] and I had to in my lock box and didn't even know it had it endowed.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I, I need to find out, uh.
[CUSTOMER][NEUTRAL] Uh, if, if, if you're still holding the funds for this, uh, this policy because, uh, she had passed away and I need to collect the funds that is is owner of the policy.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] And the policy
[CUSTOMER][NEUTRAL] Can I give you the number of the policy?
[AGENT][NEUTRAL] Yes, please. Yes, sir.
[CUSTOMER][NEUTRAL] It's OK, 432-076 and it's with South and Life Insurance Company and it was a 20 year uh endowment at age [PII] and it would endowed in uh [PII].
[AGENT][NEUTRAL] All right. Let me
[AGENT][NEUTRAL] And it would be under [PII].
[CUSTOMER][NEUTRAL] I mean, we didn't died in uh [PII]. Yes, [PII] is her name, [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It endowed in at at [PII] and it was in my lock box and I didn't know it had endowed.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And so
[AGENT][NEUTRAL] OK. I need to, that policy number didn't come up for me, but let me try another way here. Give me just one second.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK, it's 432-076.
[AGENT][NEUTRAL] And you said the previous company again was who, [PII]?
[CUSTOMER][NEUTRAL] Let me take care of that.
[CUSTOMER][NEUTRAL] Uh, the previous company that, that had this, uh, was Security Life of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Security life of [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And they, they got it from [PII] Life [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policies with South and life of [PII].
[AGENT][NEUTRAL] OK, give me just one second here. I haven't been able to find anything yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you guys reside in [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, and [PII] to [PII]
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Uh, tell me this, when did y'all secure, I mean, when did y'all get security life in [PII]?
[AGENT][NEUTRAL] Well, so I'm a newer agent, [PII]. I've just been with this company for about 6 months, so I'm not 100% sure. I may have to find that out here.
[CUSTOMER][NEUTRAL] You know, that you should just
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because you know it.
[CUSTOMER][NEUTRAL] They may have owned uh owned uh this policy when it, when it, uh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Came due, which was in [PII].
[CUSTOMER][NEUTRAL] So they may have uh done something with that money because they didn't give it to us should have given it to me, but they may not have had my address or something like that so I'm trying to find out if it still exists or y'all still have it or what.
[AGENT][NEUTRAL] Yeah, cause when I put in her name, nothing comes up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Can you research?
[AGENT][NEUTRAL] Security Life of [PII].
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] Was acquired in [PII] by Resolution Life Group.
[CUSTOMER][NEUTRAL] OK, so they had this policy.
[CUSTOMER][NEUTRAL] When they uh when resolution, I mean this policy matured before.
[CUSTOMER][POSITIVE] Resolution got it.
[CUSTOMER][NEUTRAL] Because it it it matured in [PII] and they got it in [PII]. So how am I gonna research where this money is?
[AGENT][NEUTRAL] Uh, let's see if I can find.
[AGENT][NEUTRAL] Let's see resolution.
[AGENT][NEUTRAL] I'm trying to see if I can find a phone number for them.
[CUSTOMER][NEUTRAL] Do they still exist?
[AGENT][NEUTRAL] That's what I'm trying to see too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Are they a subsidy of your life insurance to American public?
[AGENT][NEUTRAL] No, I've never even heard of them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it looks like they have an [PII] number that I can give you.
[CUSTOMER][NEUTRAL] Oh what is that?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Well, let me call them then.
[AGENT][NEUTRAL] Yeah, maybe try and give them a call [PII] because I don't, I don't see anything under [PII]'s name that I can find.
[CUSTOMER][NEUTRAL] And see
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Mhm. Yeah, that's what I have here.
[CUSTOMER][NEUTRAL] OK, I'm gonna give them a call and see what I can find out from them and.
[CUSTOMER][NEUTRAL] I may have to get back with you later on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Well, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a nice evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.