AccountId: 011433970860
ContactId: 16164f0f-a92f-42bb-ad23-083b65b27341
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488679 ms
Total Talk Time (AGENT): 141533 ms
Total Talk Time (CUSTOMER): 166307 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/16164f0f-a92f-42bb-ad23-083b65b27341_20250310T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm trying to, uh, find out some information about a life insurance policy, and, um, it's a merged per company and, um, the Texas Department of of insurance gave me this number so that it was [PII]
[AGENT][NEUTRAL] What's your name?
[AGENT][NEUTRAL] How do you spell your first name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is it your policy?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's it was issued.
[CUSTOMER][NEUTRAL] Uh, the, uh, the policy number is.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] 1033
[AGENT][NEUTRAL] Mm, that's not a policy number, um.
[CUSTOMER][NEUTRAL] Yes, it is. I mean, it's the one on the papers.
[AGENT][NEUTRAL] Yeah, not for APL. Yeah, is it from APL?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, the, it's a merge.
[AGENT][NEUTRAL] OK. uh, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you spell your last name, you said [PII] Is there an [PII] on the end of your last name?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me search, let me search by your name, OK? Give me just a second.
[CUSTOMER][NEUTRAL] OK, you probably aren't gonna find it would be my guess.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me check. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] Yeah, the Texas Department of Insurance said the company had been through a number of mergers, so.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What state do you reside?
[CUSTOMER][NEUTRAL] Right now I live in [PII].
[CUSTOMER][NEUTRAL] The policy was issued in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was issued on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let's say [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] So you said that the policy was issued in [PII]. Did you live in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I, OK.
[AGENT][NEGATIVE] I'm not finding anything
[CUSTOMER][NEUTRAL] My parents bought it for me.
[AGENT][NEUTRAL] OK, under your name. OK, let's see.
[CUSTOMER][NEUTRAL] My parents bought it for me.
[CUSTOMER][NEUTRAL] Yeah, I'm not, it was, since it was so many years ago, I'm
[CUSTOMER][NEUTRAL] But you need the name of the original insurance company?
[AGENT][NEUTRAL] No, that wouldn't help me, we wouldn't have any information, you know, let's see.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And I'm not finding anything.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Under your name.
[CUSTOMER][NEUTRAL] I didn't expect you to just because it's been so long.
[CUSTOMER][NEUTRAL] So I need to find out what to do about that.
[AGENT][NEUTRAL] Yeah, well, I don't show that a policy for you even if it was no longer active or if you have a policy we would have it in our system so I'm not locating you at all is what I'm saying.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, I, I understand that and that's, that's a problem. So I need to, since the Texas Department of Insurance said you were, you were a merged company that the company eventually merged with you, I need to find out how to find out information about this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you have the letter from DOI in your hand?
[CUSTOMER][NEUTRAL] No, I talked to them on the phone.
[AGENT][NEUTRAL] OK, is there any way you can get documents of that and get it emailed over to us so that we can research it further?
[CUSTOMER][NEUTRAL] Well, I'll call them and ask them.
[AGENT][NEUTRAL] And then I'll give you an email address to send it to.
[AGENT][NEUTRAL] And then then we can search it we can search it uh further it's if it's from DOI.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] You're ready for the email? OK. It's [PII]
[CUSTOMER][NEUTRAL] I'm ready for the email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Letter [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the word [PII], so that's a [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can kind of just state what you what you told me, how you were referred to us and then if you can get the documentation or something from uh that entity and just send that over to us.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right. I'll try, but otherwise I'll be, I'll be calling you again and again and again and again.
[AGENT][NEUTRAL] And so they
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] Well that's why I'm asking.
[AGENT][NEUTRAL] No, no, no, that's why I'm asking you to send documentation because we'll have that and we can use that.
[CUSTOMER][NEUTRAL] Well, you know, I mean if I'm surprised you don't have the documentation of the companies that have been the trail of companies that you've merged with so um.
[AGENT][NEUTRAL] Uh, that we've merged with, we've not merged with anyone.
[CUSTOMER][NEUTRAL] You have.
[AGENT][NEUTRAL] OK. So if you can just get that document to me, [PII], we can do further research for you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You know myself.