AccountId: 011433970860
ContactId: 12d0e90b-eef8-495f-9496-6ee269926a96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 656000 ms
Total Talk Time (AGENT): 96264 ms
Total Talk Time (CUSTOMER): 252860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/12d0e90b-eef8-495f-9496-6ee269926a96_20250411T17:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hello. Uh, my name is [PII]. I'm uh calling you about the, uh,
[CUSTOMER][NEUTRAL] Well, I'm calling you because um my mother passed away, and as we're going through her uh documents, I'm finding a
[CUSTOMER][NEUTRAL] An insurance policy. I'm not sure if the policy is still in effect. I, I'm not, I'm just not sure and I was wondering what I needed to do to get more information about it.
[AGENT][NEUTRAL] OK, sure, Mr. [PII]. I can assist you with that information and I'm sorry for your loss. Um, do you have a policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I do, um, just a moment.
[CUSTOMER][NEUTRAL] I have uh 6, I'm sorry, 693-835-1.
[AGENT][NEUTRAL] 693-835-1.
[CUSTOMER][NEUTRAL] Yes, 693-835-1.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What information do you have on the policy? Did, did you find like a policy certificate or um
[CUSTOMER][NEUTRAL] Um, I have.
[AGENT][NEUTRAL] Where, where did you find this number?
[CUSTOMER][NEUTRAL] I have, uh, it was, it was uh uh in a file of hers, um, uh, from a, uh,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, [PII] is the name on the uh on the uh letter. Now this is I mean this is old. I mean this letter is from [PII], so again.
[CUSTOMER][NEGATIVE] I, it may not even be, it may not even be uh existing anymore. I, I just don't know. I don't know what I, I don't know at this at this point. I, I'm sorry.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah, I'm just, because the policy number is not quite um our policy number. It's a little bit, um, yeah, so I'm just trying to determine and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I, should I give you her name or would that help?
[AGENT][NEUTRAL] Um, do you have her social that will help?
[CUSTOMER][NEUTRAL] I have her social. I do.
[AGENT][NEUTRAL] OK. Give me just a second. Let me pull another system for that.
[CUSTOMER][NEUTRAL] Are you ready? Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I got it correct. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mm, I didn't pull anything with that social. And in the letter is American.
[AGENT][NEUTRAL] Fidelity or American public life.
[CUSTOMER][NEUTRAL] Uh, let's see, it's American fidelity Ame well, no, wait, I'm sorry, it is an American public life.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It does say American public life.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, they didn't pull anything with that social.
[CUSTOMER][NEUTRAL] It's, it's
[CUSTOMER][NEUTRAL] Yeah, it's, uh, you know, there's some of the doctors say American Public insurance, some of them say American Fidelity, so it's kind of confusing. Let me see if I have um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see if I have, here's a, here's a different policy number. Can I give you this one? This is on some other doc another document.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 693, I'm sorry, 693-835-102.
[AGENT][NEUTRAL] Mm, yeah, that, that sounds like it may be American fidelity, um.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Let me try to get them on the line and see if they can find um anything under the social um with American Fidelity. OK, one moment.
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][NEUTRAL] You
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity.
[CUSTOMER][NEUTRAL] If you know your party's extension, you may dial it now. You can say why you are calling or press 9 for the menu. If you are an employer, say employer or press 2.
[CUSTOMER][NEUTRAL] I need a little more information to get you to the right place. For help with your insurance claim, leave requests or benefits questions, say insurance or press 3. For help with your flexible spending account, health savings account, or health reimbursement.
[CUSTOMER][NEUTRAL] Thank you. For help with accident, cancer, or disability insurance, say insurance or press 1. For help with life insurance, say life insurance or press 2. To make a payment, say make a payment.
[CUSTOMER][NEUTRAL] To help expedite your call, we can verify your account now, say or enter the last four of your Social Security number. To skip this step, say skip or press 1.
[CUSTOMER][NEUTRAL] Sorry, the number you entered is not valid. Say or enter the last 4 of your Social Security number. To skip this step, say skip or press 1.
[CUSTOMER][NEUTRAL] Sorry, the number you entered is not valid. Let's try it with the dial pad on your phone. Please enter the last four digits of your Social Security number.
[CUSTOMER][NEUTRAL] Sorry, we were not able to verify your identity. Please have your information available when you are connected to our team. I am connecting you now. Your call will be recorded for quality and training purposes. Your estimated wait time is 5 minutes.
[CUSTOMER][NEUTRAL] Instead of waiting on hold, log into your account to chat with us online. Visit [PII].
[CUSTOMER][NEUTRAL] You can find tutorials, frequently asked questions, videos, and other customer support tools at [PII].
[CUSTOMER][NEUTRAL] If you would like to receive a call back, say call back or press one. Your call will be returned by the end of the business day. Otherwise continue to hold.
[CUSTOMER][NEUTRAL] That's with me
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] Do you have an online account? You can file a claim, manage your personal information, and more. Visit [PII] to create an account.
[CUSTOMER][NEUTRAL] If you would like to receive a call back, say call back or press 1. Your call will be returned by the end of the business day. Otherwise continue to hold.
[CUSTOMER][NEUTRAL] All