AccountId: 011433970860
ContactId: 14f427fb-8a30-4f8a-8b19-308bb477953a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 781070 ms
Total Talk Time (AGENT): 375056 ms
Total Talk Time (CUSTOMER): 197056 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/14f427fb-8a30-4f8a-8b19-308bb477953a_20250217T18:50_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was looking to speak with someone who can help me find information about an older, um, life insurance policy. Um, it's for my grandma and it was purchased back in [PII].
[AGENT][NEUTRAL] OK, so you're calling on behalf of your grandmother who had a life insurance policy with APL or has?
[CUSTOMER][NEUTRAL] Yes, I'm trying to see if it was lapsed or, you know, any value to it. I'm the executor of her estate.
[AGENT][NEUTRAL] OK, and who am I? I can partially help you with this. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you do not have a policy number. Is that correct, Ms. [PII], for your grandmother?
[CUSTOMER][NEUTRAL] No, I see it here, um, it's 1-16769.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, ma'am. Let me see if I can locate it with that number because that is an old number. um, when the system, you know, over the years has changed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, I know.
[AGENT][NEUTRAL] The numbers are subject to have changed as well, so we may have to go about this a little bit differently to look up her information. So what is her, what is her last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So at the time, she signed it with [PII]'s, that's [PII], but it looks like she put both [PII], her last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] And what's her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I, OK, alright, so let me try by.
[AGENT][NEUTRAL] You said it was initially under [PII], correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK. May take us a few minutes to locate it this way, but, but we will make every effort.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then you said you also see where there's a [PII] or it's listed as [PII].
[CUSTOMER][NEUTRAL] So I think she put it, so it's [PII] on the paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I haven't located it yet, but I'm gonna look in another part of our system. So bear with me just a moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have her social too if that helps.
[AGENT][NEUTRAL] We can try um by that, but it's uh you can go ahead and give that to me if you would like.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wasn't, no, ma'am, I couldn't locate it with that so let me.
[AGENT][NEUTRAL] And on her paperwork, does it have American public life insurance?
[AGENT][NEUTRAL] What does it say? It does? OK.
[CUSTOMER][NEUTRAL] Mhm, yep.
[CUSTOMER][NEUTRAL] It's, yeah, it's American Public Life Insurance Company, [PII].
[AGENT][NEUTRAL] OK. And again, you did say [PII]. Is that correct? That's what it's showing you? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I am not able to access any information. I've looked every way.
[AGENT][NEUTRAL] That I know how to look. What I can do is I can transfer you over, uh Ms. [PII] to our customer service division to see if there is another means by which they can locate. I have tried though under just [PII], just [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Using her first name without her first name. Let me just say by chance it's in it's [PII] instead of [PII], but
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] Does it say what year that was issued?
[CUSTOMER][NEUTRAL] Yeah, it says, um, [PII].
[CUSTOMER][NEUTRAL] I'm sorry, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that right? OK.
[CUSTOMER][NEUTRAL] It's weird because there's a, there's two different, it's at the bottom section it says my acceptance of any policy issued upon this request dated at the Home Office. This is the [PII]. But then at the bottom, it's like where the signatures are. It says [PII]. So I wonder if that was a mistake or something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I'm not sure, OK, and the plot thickens.
[AGENT][NEUTRAL] Alright, 71
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm gonna try one more thing.
[AGENT][NEUTRAL] And you said it was 1-16769, is her certificate number or the, and is that the only number you see on there?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it says policy number and that's what it says.
[AGENT][NEUTRAL] And do you see any other number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, this paper, it says like this was an application to um application for paid up insurance.
[CUSTOMER][NEUTRAL] So I don't know if there was like a more detailed paper for it, but that's all it says on my end.
[AGENT][NEUTRAL] Did your grandmother pass away, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. When did she pass away?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Even though it has been 4 years now, my deepest condolences still to you because never hard, I mean, it's never easy. It's always hard.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I'm just not able and it couldn't have been and it's 100% you're saying in her name it couldn't have been in anyone else's name as the primary policy holder?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, just her.
[AGENT][NEUTRAL] And what state does she live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. I'm so sorry about that. I just absolutely, I don't, I've exhausted every means that I know to look that up. So what I'm gonna do is I'm gonna transfer you over to customer service and I will let them know before I release your call that you have found this documentation of your grandmother's and you're just trying to get some more information on it and that I'm not able to locate it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine thank you.
[AGENT][POSITIVE] OK, well, you're certainly welcome. And again, uh, it's, yeah, I've got everything. I don't need to ask you that again, but is there anything else I could help you or with or try to help you with, I should say before I connect you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that was all thank you.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, thank you for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, so this is gonna be a fun one and I've exhausted all resources including looking at company 22.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I have, mhm, I have a nice lady on the line. Her name is [PII]. She spells it [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her callback number, [PII] is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] She's calling because she's the executor for grandmother's estate, and her grandmother passed away.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] But she has found this life insurance document for her grandmother.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With that is American Public Life. She initially gave me a policy number of 1-16769.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] She says her grandmother's name was [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her social is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] But I cannot find anything, [PII]. I've looked under just [PII], just [PII]'s, both. I've even reversed them to [PII]'s instead of [PII]. I I can't find this policy.
[CUSTOMER][NEUTRAL] OK. OK. Got you.
[AGENT][NEUTRAL] And she said she had lived in [PII].
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] And it was taken out in like [PII]. She said it has two different dates on the document. One is like [PII], and the other one, I think, I, I didn't write it down, but [PII], something of [PII], so she didn't know if maybe that was just uh, anyway.
[AGENT][NEUTRAL] Exactly what the deal was with that, but.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK. OK. And you said her name is [PII] on the phone, [PII]?
[AGENT][NEUTRAL] [PII], uh-huh. [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK. OK, got you. OK.
[CUSTOMER][POSITIVE] Alright, I'm sure try to find it.
[AGENT][NEUTRAL] Well, thank you, [PII], and if you do, please let me know because like I said, I've exhausted every way that I know how to look for one.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right, and I bet we don't, if you hadn't found it and probably don't have, but yes, I will do what I can for sure. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK dokey. Well, thank you so much.
[CUSTOMER][POSITIVE] You are welcome.
[AGENT][NEUTRAL] All right, [PII]. Talk to you later.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alrighty, bye.
[CUSTOMER][NEUTRAL] Bye.