AccountId: 011433970860
ContactId: 1b7dbee6-1b12-45a1-862b-64daf7924c97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 948059 ms
Total Talk Time (AGENT): 263276 ms
Total Talk Time (CUSTOMER): 637032 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/1b7dbee6-1b12-45a1-862b-64daf7924c97_20250324T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Hey, Mrs. Try, this is [PII]. I spoke with someone there about 2 weeks ago about a claim on my wife [PII], and uh someone was supposed to be sending me a paper out to sign and I've never gotten it because I've been getting mail taken out of my box and so they want to let me know when they mail it.
[CUSTOMER][NEUTRAL] You know it would be I could go check the box to see if it's there so I'm just wanting to kind of you know follow up on what's going on.
[AGENT][NEUTRAL] OK, mister.
[CUSTOMER][NEUTRAL] A lady called me last week and told me, excuse me, I've talked a lot yesterday.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's OK, keep on talking.
[AGENT][NEUTRAL] You said the lady called you last week?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, a lady.
[CUSTOMER][NEUTRAL] Yes ma'am, and I was getting off work and she said that she had mailed it. I think this was on a Thursday or Friday of last week and she said she's gonna be putting it in the mail come this Monday, uh, you know, last week, and I, I've been checking the box, checking the box, and I haven't seen it, so I just wondering if, you know, you know.
[CUSTOMER][NEUTRAL] What's the status on that, I guess.
[AGENT][NEUTRAL] OK. All right, Mr. [PII]. I can help you um and check and see about the mail that went out for you, sir. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Uh, I have a paper in my hand. I don't think it's got the policy.
[AGENT][NEUTRAL] I can look it up with your social if you can give that to me.
[CUSTOMER][NEUTRAL] The policy number on it.
[CUSTOMER][POSITIVE] Yes ma'am, well, let me run downstairs and get some.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Get my wife's social security card.
[AGENT][NEUTRAL] I can use, I can look it up. Are you on the policy, sir?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Are you on your wife's policy?
[CUSTOMER][NEUTRAL] No, ma'am. My wife is deceased. I'm on my phone.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yes ma'am, I, I, I, it's gonna take but a minute.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am. And uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Please take your time.
[CUSTOMER][POSITIVE] I'm making my way back up fast.
[AGENT][NEUTRAL] Getting your exercise in today.
[CUSTOMER][NEUTRAL] I'm into.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. Let me get the social security card.
[CUSTOMER][NEUTRAL] Just a minute, let me get it.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Yes ma'am, I'm ready.
[AGENT][NEUTRAL] OK, what is that social?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what was your wife's name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, sir.
[AGENT][NEUTRAL] OK, and did you know which policy or which type of coverage you were filing the claim on, sir?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's, it's a cancel policy. I, I, I sent in a death certificate over a year ago, you know, send in the information and um yeah, I've got some feedback, some letters in the mail and documents or whatever and uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You know, finally I was waiting and waiting and I tried to call back, I think about 2 weeks ago, and I spoke with somebody they said it was waiting to have a paper signed and will be send me and I said, I haven't received the paper because a lot of mail have been going missing like I said, and uh, you know, I just
[CUSTOMER][NEUTRAL] You know, I didn't know if maybe y'all have sent the paper and I didn't get it or what, you know.
[AGENT][NEUTRAL] I'm showing that it was mailed out um according to the notes that it's going to be let's see the [PII] was.
[AGENT][NEUTRAL] On a Friday it was supposed to be mailed out on the [PII].
[AGENT][NEUTRAL] So it's been a week since it was mailed. Um, I would give it just a couple of more days because the mail is so super slow and there was weekends in between. Give it just about 3 more days and if you haven't received it in 3 days, please call back and we will send it again to you, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yes, ma'am. I have a lock in mailbox, but um I'm, I'm suspicious. I'm thinking that someone may have a key to that box because the day of my wife's funeral, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] One of her brothers didn't attend the funeral, and I got home and someone had been in the house and stole a lot of things from this property. And
[CUSTOMER][NEUTRAL] I, I'm, I'm, I, I, I think somebody else is, is checking my box more so than I am for, for the, for their reason and that's why I was curious this morning to go ahead and make a call.
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. I understand. I.
[CUSTOMER][NEGATIVE] Yes, ma'am, cause I've, I've, I've lost.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I completely understand you wanting to call and check on it for sure, um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] That would worry me too.
[CUSTOMER][POSITIVE] And uh I wanna make you some.
[CUSTOMER][NEUTRAL] Yes, ma'am. I wanna mention something to you if you got a minute to, ma'am. Um, my wife left a lot of documents, a lot of papers.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] To give me directions cause she was fading away rapidly in the hospital and everything.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I knew where the papers was and I can't find them, but she had mentioned to me cause I was, I sit in the house pill with her on the last 7 weeks of her life every day, and she mentioned to me about some insurance policies, knowing that I would have to have insurance to take care of matters. But anyway, uh,
[CUSTOMER][NEUTRAL] And she told me she mentioned several. I received one, but she mentioned several. And so I don't know if someone else has been able to get access to the policy and have uh pay off on the claim. I don't know if that's possible or not, if I'm the beneficiary, but I've been told by some people say if they can claim as a relatives and say,
[CUSTOMER][NEGATIVE] Oh, the husband, we don't know where he is or something. Uh, I, I need the money to do this or that and somehow or another swindle their way into the situation.
[CUSTOMER][NEUTRAL] And gain access to getting the benefit. I, I don't know if that's true. I, I'm lost, ma'am. I'm, I'm just speaking from what someone says. Yes, ma'am. I, I know nothing. Yes, ma'am.
[AGENT][NEUTRAL] Yes, sir. I understand.
[AGENT][NEUTRAL] Yes sir, so looking.
[AGENT][NEUTRAL] Looking at the policies that she had with uh with us, there are no policies where she would have had a beneficiary, um.
[AGENT][NEUTRAL] They were just, uh, the cancer policy and then uh a hospital policy if she had to go into the hospital. Neither one of those have beneficiary. Both of those would have to have claims filed in order to be able to receive any kind of payment, which is what you're doing with the process with cancer policy now. Um, I do not show that we've had anybody else besides you call in on her policies.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, yes, ma'am, but there were others, you know, other than the APL policy, cancer. And uh yes ma'am, I spoke to one, you know, like I say, a couple of weeks back and before then, and they, they, she, the situation with her, she had to fill out a lot of papers, but at the same time, she was battling this chronic disease, cancer, and um
[CUSTOMER][NEGATIVE] she couldn't see. The, the, the, the cancer had moved through her body. I forget the term the nurses or the doctor used. It started with an M or something, but anyway.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] She couldn't hardly see her, her writing, she's.
[CUSTOMER][NEUTRAL] She couldn't see and I think she bypassed the part where she founded the paper for beneficiary. But all the other information is is in place.
[CUSTOMER][NEUTRAL] And if you've seen her writing and I have proof of that on some of the papers that she filled out, it was, it was to like a kindergarten student of first grader. It was off the line and the, the, the, the letters was not together.
[CUSTOMER][NEUTRAL] In other words, she was doing what only she could do at the best she could and
[AGENT][NEUTRAL] Right. Right, right.
[CUSTOMER][NEUTRAL] Yes ma'am and um
[CUSTOMER][NEUTRAL] Yes ma'am. So, uh, that, that's the situation with the beneficiary. I think that on the, on that particular one particular paper that I have where she was writing, giving out in provide information.
[CUSTOMER][NEGATIVE] But the beneficiary, the, the print was so, so small. Even I have, I'm not a young person. Even I have a problem seeing that, you know, and she, she went past that, yes ma'am. And cause she knowing what I would have to deal with.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Mhm. Right. Right.
[CUSTOMER][NEUTRAL] It takes me to a place, so it's not easy to.
[CUSTOMER][NEGATIVE] It's not easy to stay calm and, and
[CUSTOMER][NEUTRAL] Keep a clear thought on what I'm trying to tell you, ma'am, but not at all. It's been over a year ago, but I haven't, I haven't.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know what to say. I, I, I haven't come to a place of rest or a place of
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] satisfaction or understanding of
[AGENT][POSITIVE] Right. I do, I do. And I'm so sorry that you're having to go through all this. Um,
[CUSTOMER][NEUTRAL] You know what I'm trying to see.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm, I'm, I'm still there.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Yes ma'am thank you thank you and thank you all.
[AGENT][POSITIVE] You're very welcome, sir.
[CUSTOMER][NEGATIVE] But the lady told me that if I could sign that paper or something that that should be a that that what y'all was waiting on this particular lady called I, I think it was last week sometime on uh Thursday I'm not sure, but after late afternoon she called and just told have my my phone I was in traffic in [PII], you know, and it's something else and trying to get home and um the phone rang and I told her that she said that's what we're waiting on. And she said that she had heard that I've been having problem with my mail and I have a, a lot of mail is missing.
[CUSTOMER][NEUTRAL] You know, and uh, so, yes, ma'am, she said once I signed that paper that y'all could decide on what to do and how to go about the situation. And she, she spoke like something would be, it would be a settlement because I, you know, she had an auto pay in our bank account and I was constantly, you know, it was, it was being paid even after she passed away.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, ma'am, and I, I didn't know she had it until she, she didn't specifically tell me what, but she spoke about insurance cause I didn't know. I, I work in construction and I, I left home every Sunday or something going wherever and was on the road sometime up to a month or so at time sometimes 3 months so it was on the phone talk about different things, but if I needed to come home, I do it, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] All through my life, that's the way it was. Yes, ma'am, she got sick about 3 years back and
[CUSTOMER][NEUTRAL] It was a battle. It was a battle.
[AGENT][POSITIVE] Yes, sir. Yes, sir. Well, I'm glad that you were able to come home and be with her.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And help her.
[CUSTOMER][POSITIVE] Yes, ma'am, I was. Yes, ma'am, I did. I helped all I could and I, I never drove off and didn't acknowledge her state of health and her well-being, and she said no, you go ahead because I, I guess what she was saying to me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] The bills got to be paid and I'm not working. Go ahead and so I did, you know.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am. I went on to work, but we call throughout the day and at night, you know, I got my motel room the weekend that I could come home or she needed me to be with her for chemo or.
[CUSTOMER][POSITIVE] Help her get, get to her doctor's appointment. I, I came home, you know, I did what I could, the best I could as I could. Yes, ma'am, and
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] As anyone would, I would like, you know, yes, ma'am. But uh it's kind of, it's, it's sad to me that someone would cause me that kind of problems, you know, and I've seen in all kinds of maybe 8 to 10 pages of medical documents and everything, and I have more, you know, more required. But I someone had told me that I spoke with that y'all had already spoke with the hospital and got information on, on her. And uh yes, ma'am.
[AGENT][NEUTRAL] Right. Yes, sir.
[CUSTOMER][NEUTRAL] But that that that's where, that's where I'm at.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Right and I understand so basically what we're waiting for is this affidavit that they mailed out to you um once you receive that and you return it in, then they'll they'll go to the next step.
[AGENT][NEUTRAL] I would, like I said, just wait 3, about 3 days and if you still have not received it, please call us back and it might be a situation where we'll have to email it to you um to make sure you get it since you've been having problems with.
[CUSTOMER][NEUTRAL] They step.
[CUSTOMER][NEUTRAL] Yes ma'am. Well, I'm not good with email, but if you could mail something but.
[CUSTOMER][NEUTRAL] Excuse me, excuse me.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes ma'am, if maybe if y'all could work out something for you could send it FedEx or something and then I picked up that post office or something, you know.
[CUSTOMER][NEUTRAL] Yes ma'am, because it's, it's been strange things going on around this property since she passed away, you know, you know, mhm.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] We'll give it about 3 days. If you haven't received it, especially if you haven't received it by the end of the week, call us so that we can resend it, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am. So, um,
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am, thank you, and I've got a a letter, I've got a letter right here in front of me from in from an insurance company. It's only a few $100 but it's a big help, you know, and uh this was mailed out over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] A year ago, and then it ended my box about 2 weeks ago. So someone, someone like kept it and then brought it and put it in the box. And the lady told me to come back when I can and let them review it and look at it and maybe they could reinstate the payoff on this. But it's not a whole lot of money, you know, not in the thousands, but it's a policy she had started knowing that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Knowing that she would need it and eventually I would have money to survive at this property and do what needs to be done, refinance your responsibility. Yes, ma'am, but excuse me, ma'am for talking so much, but thank you and God bless you.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] God bless you too and um like I said, if you, if you don't receive it, especially by the end of the week, please call us back and we'll make sure we send another one to you so that you can get all your matters taken care of, OK?
[CUSTOMER][NEGATIVE] Yes ma'am. By the end of the week, so I'm gonna be checking that mailbox and yeah, I haven't seen anything from APL. Yes ma'am, it's, it's, it's sad. And at one time, uh, the, the, the lady had told me that y'all had sent out that the paper, I think you said affidavit, and I never seen that paper. It never end up in my hands, you know, I never seen it got out of the mailbox. Yes, ma'am. Well, thank you and God bless you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] God bless you too, [PII]. I hope you have a wonderful week and um is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] I always tell people when they ask that question, pray for [PII].
[AGENT][POSITIVE] OK, I can do that.
[CUSTOMER][POSITIVE] That, that's at the top of the list. I appreciate that. That that's, that that's a powerful source. I need that. Pray for God's will, please, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] No problem at all.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I will put you, I pray every day and I will put you on my list to pray for you. I will do that, sir.
[CUSTOMER][POSITIVE] Alrighty thank you ma'am.
[CUSTOMER][POSITIVE] Thank you, thank you, thank you. Yes, ma'am. God bless you.
[AGENT][POSITIVE] You're very welcome, [PII].
[AGENT][POSITIVE] God bless you too. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][POSITIVE] Thanks for calling APL.