AccountId: 011433970860
ContactId: 1d31887b-9b93-46aa-995e-ca7d1211a44a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 766619 ms
Total Talk Time (AGENT): 269672 ms
Total Talk Time (CUSTOMER): 196325 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/1d31887b-9b93-46aa-995e-ca7d1211a44a_20250616T13:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling, uh, I'm trying to help my aunt file a life insurance claim.
[CUSTOMER][NEUTRAL] And I've got some questions for you.
[AGENT][NEUTRAL] OK, um, well, I can help you with the claim. May I have your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you and a good contact number in case we're disconnected and her policy number?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number, it's her husband who's died and it's his he's the one insured it's uh 1018608.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, so, here's the thing. I have the policy pulled up here, um,
[AGENT][NEUTRAL] Um, how can I say this without saying it?
[AGENT][NEUTRAL] OK, so there's two policies here that he had. They are no longer active as of [PII], but neither of the policies were a life policy. It was an accident and a cancer.
[CUSTOMER][NEGATIVE] Um, I don't know, you guys sent me a loss of life form.
[AGENT][NEUTRAL] So if someone sent that form, then it was, that is for life policies, but when I pulled up, when I use that um policy number, I went to all the policies that he's had with us. I'm trying to give, I'm trying to give general because I can't really give specifics because nobody is on these policies because it's.
[AGENT][NEGATIVE] There's only one, there's two policies. One is an accident and one is a cancer. They both turned on, they both turned in [PII].
[AGENT][NEUTRAL] So if a loss of life.
[CUSTOMER][NEUTRAL] I don't know what that means term.
[AGENT][NEGATIVE] Term canceled, no longer active.
[CUSTOMER][NEUTRAL] What does that mean? termed.
[CUSTOMER][NEGATIVE] So there's no money available, you know.
[AGENT][NEUTRAL] Terminated.
[AGENT][NEGATIVE] Right, these are not like a like like if it was a life policy, some of them do have cash value, but this is not that. This is an accident and a cancer, but they, they haven't been active since [PII]. Now that's not to say, excuse me, to say he doesn't have one, it's just not with APL.
[CUSTOMER][NEUTRAL] No, I understand. I'm just calling about the APL one, so you guys any reason y'all would have sent the loss of life form out?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] I mean if there's no policy to make a claim on why would you have sent me this?
[AGENT][NEUTRAL] Correct. Um, I'm not sure, but I can look at the policies and see. Hold on one moment. Let me see if there's any notes anywhere.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just very so because apparently [PII] so you can keep keep talking she's looking something up.
[AGENT][NEUTRAL] Yeah, I'm not sure why the loss of life. Let me see if it's anything in here. I'm just looking at, hold on one moment.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] That's [PII]. What's this one?
[AGENT][NEUTRAL] Who's the employer?
[AGENT][NEUTRAL] I, I, to be honest with you, I don't know. I'm looking at the like the outgoing mail and I don't see anything since [PII] on both policies.
[AGENT][NEUTRAL] So I don't know if that
[CUSTOMER][NEUTRAL] Mm, OK, well, I did, let me ask you this, does your company have something to do with American General Life Insurance?
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I don't know. I mean, I received it from you and now we've gone to a lot of trouble. We had to go get it notarized all those and so yeah, I don't understand it says.
[CUSTOMER][NEUTRAL] Um, I mean, you send it out, um.
[CUSTOMER][NEUTRAL] I don't know, but we have it here.
[AGENT][NEUTRAL] I mean
[AGENT][NEUTRAL] And it's American Public Life?
[CUSTOMER][NEUTRAL] Yeah, [PII] says on the top.
[AGENT][NEUTRAL] What in the world? OK. Did you all receive it in the mail or was it like electronically sent like an email?
[CUSTOMER][NEGATIVE] You know, I don't know. My poor aunt has gotten so many of these, but I know she couldn't have created this or downloaded it herself, so I mean it had to come from somebody. She's [PII], she would not have done that, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] But let me just write down what you said. You said that there were two policies in effect, uh, they ended in [PII], is that right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And what were those policy numbers?
[AGENT][NEUTRAL] Um, OK, so now that we're going into HIPAA, so I was trying to give as general as possible because she, the, your aunt's not on either of these policies, um.
[CUSTOMER][NEUTRAL] She's not the beneficiary on them? 00, because they would be not life insurance.
[AGENT][NEUTRAL] Right, and it's just um
[CUSTOMER][NEUTRAL] I mean I'm looking at the original policy let me look here.
[CUSTOMER][NEUTRAL] If you've got a minute.
[AGENT][POSITIVE] Oh, sure, take your time.
[CUSTOMER][NEUTRAL] Um, she saved everything, so we have the original policies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I mean, this says life insurance policy payable at death.
[AGENT][NEUTRAL] And it's from, OK, so the only thing I can do with that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The beneficiary is [PII]. That is in fact my aunt.
[CUSTOMER][NEUTRAL] So I'm looking at a life insurance policy from APL.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Uh, well, this policy number is the one I gave you. It's AR.
[AGENT][NEUTRAL] The one
[CUSTOMER][NEUTRAL] A maybe it's a little different. AR-18608.
[AGENT][NEUTRAL] Yeah, that's different. Let me see if that's.
[CUSTOMER][NEUTRAL] So it's almost the same number.
[AGENT][NEUTRAL] Let me check the old system. Maybe they have something there and it's just not coming up here. Hold on one second.
[CUSTOMER][NEUTRAL] This is from [PII] was the day it was taken out.
[AGENT][NEUTRAL] Oh, that may, that could definitely be the case. Hold on one second, let me check the old system then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that might be what's going on here.
[AGENT][NEUTRAL] Because I'm like, I don't see anything, but now that makes sense because you actually have to log in there. Hold on one moment.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is AR 18608.
[AGENT][NEUTRAL] Nothing came up there. OK, this is what I'll do because we only have one rep that works the life policies. Um, do you mind if I place you on just a brief hold? I'm gonna reach out to [PII] and I'm sorry, [PII], and see if maybe she can pull something on, on, on her end. I'm gonna give her this old policy number because nothing came up with that on the old system. Do you mind holding? Is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, not at all, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm, let's see.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm, one does not hear. What can I do?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So [PII] is either not in yet or she's not in today. Um, I just tried to reach her, but what I can do is send her over a request to give you a call to to do some research and give you an update on the life policy because she's the only one who works with life.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Pa
[CUSTOMER][NEUTRAL] Would it help? Thank you so much uh for that. Would it help if I sent a like electronic version of this cover of the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy
[AGENT][NEUTRAL] Um, it might, I would, I would wait until you talk to her though because she's probably gonna tell you to send it straight to her, so it, because it would have to become the care team and then we send it to her.
[CUSTOMER][NEUTRAL] To anyone?
[CUSTOMER][NEUTRAL] Or should I just wait?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fine. I'll uh I'll wait to hear from her. Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Is the [PII] that's the best number to give her for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'm getting ready to send this over to her now.
[CUSTOMER][NEUTRAL] Do you have any idea what area code she'll be calling from just so I know it's her when she calls.
[AGENT][NEUTRAL] OK, now, so I don't know if it right because we have [PII] and [PII], so I don't, I don't know how it comes up, so it, it'll definitely say [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] OK, alright, I'll look for that thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Not today thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.