AccountId: 011433970860
ContactId: 1de475ac-642f-453f-a4e5-a87f608893ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556900 ms
Total Talk Time (AGENT): 268350 ms
Total Talk Time (CUSTOMER): 229234 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/1de475ac-642f-453f-a4e5-a87f608893ba_20250430T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I had a question. So my father-in-law passed away two years ago and we took over his bank account and he has had a draft on his um account for 2 years and we just now noticed that it was for American Public Insurance. Is this who I'm speaking with?
[AGENT][NEUTRAL] Yes, American Public Life Insurance. Mhm.
[CUSTOMER][NEUTRAL] Yes, OK, so what I need to know is.
[CUSTOMER][NEUTRAL] Um, we are, our house got flooded and all the stuff is in storage. So I'm gonna have to go to storage and look for all the stuff, but is there, what kind of documentation am I gonna need?
[CUSTOMER][NEUTRAL] To see, you know, about his insurance policy, I guess that's what I'm trying to say. We just noticed the um the draft like two months ago and we've been trying to, we canceled it yesterday at the bank. So could you tell me what kind of policy it was and what we're gonna need?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If there's any, you know, if we, if we.
[CUSTOMER][NEUTRAL] What I wanna say if, if we are getting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Something back or whatever, what kind of documentation you're gonna need. But I guess, first of all, I need to know what kind of policy it was. Um, there, there, there were two.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you understand what I'm trying to say.
[AGENT][NEUTRAL] Yeah, I, I do, I do, but uh yeah, we're not gonna be able to know until I either find a policy or see um if I can release information or see what we can go from there. So let me just go ahead and start by getting your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um, do you have his social so I can find the policy?
[CUSTOMER][NEUTRAL] I do not. I do not. Everything's in storage. Everything. And I was just mainly, uh, he had another draft and I just called in. Well, it was an accidental insurance, so, you know, that's good, we canceled that. But we were just kind of walking out with this $20 I think it was $20.18 maybe.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] draft he was getting from his um
[CUSTOMER][NEUTRAL] Checking account.
[AGENT][NEUTRAL] OK. In order to determine what type of policy we're gonna need some information from the member. Um, so either a social or either a policy number that we can use to pull his information. Um, Ms. [PII], if I'm not sure if you have like um.
[AGENT][NEUTRAL] Paperwork indicating that you're over his state or anything like that or your husband does, um, so we can go ahead and release any type of information. So the best thing to do in this case is to send in a request.
[CUSTOMER][POSITIVE] Yes, we do.
[AGENT][NEUTRAL] For information about this policy, um, so you can just add a name, um your personal information or your husband's personal information, the copy of the states, and, um, either the social or any policy information that you find if if you can find.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Any if not the social or the personal information for um your father-in-law to see if we can find a policy and then from there we can release the information based on who we're trying to give the information to for security um also we're gonna need a copy of the death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I, I figured that. I mean, I knew that, but I was just wondering if, if there was any way you could look it up by name and see if it was accidental or what kind of policy it was, but you're gonna need all that before you look it up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me
[AGENT][NEUTRAL] I can probably tell you if it's a a life policy or not, um, but that will be the only thing I can probably release other than that I'm not gonna be able to release details on it, OK? Um, may I have the spelling of the last name? Mhm. Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I, you know.
[CUSTOMER][NEUTRAL] Um, his first name was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me have the spelling of press card. [PII] let me have the spelling of everything just to make sure I spell it correctly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you. All right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I know this is a crazy car. You probably never got one like this before.
[AGENT][NEUTRAL] Oh, trust me, I have.
[AGENT][NEUTRAL] Yeah, so it's OK. I, I understand. um, yeah, a lot of um people call about this because they, they see the draft but they don't know what is it for or anything like that. So yeah, it is normal. Um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right, right. And then we were gone 2 years not knowing.
[AGENT][NEUTRAL] Mm, OK. Um, and can you verify the mailing address for Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, yes, it's, it's probably gonna be a post office number, but I don't know it, but his home address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it's probably a PO box because that's what he did.
[AGENT][NEUTRAL] Do you know if wife is leaving?
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] What do you know if wife is leaving?
[CUSTOMER][NEUTRAL] I'm sorry, you're cutting out. Do I know if what?
[AGENT][NEUTRAL] The wife is living.
[CUSTOMER][NEGATIVE] No, she's passed away too.
[AGENT][NEUTRAL] Just passed away. Can you verify the her name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So again, um, I can only give you the, the name, but I can give you the details. But it looks like it may be a cancer policy.
[CUSTOMER][NEUTRAL] A cancer policy. OK. All right. That's really all I needed to know right there. That's all I needed to know. And just so you know, we canceled it yesterday, um, the draft yesterday at the bank.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Um, so if you can, well, I cannot notate the account. I cannot do anything with the policy because, um, we don't have the information to do anything with the policy. So if you can send us a copy of the death certificate for, um, for [PII] and [PII] and [PII], uh, we can just go ahead and cancel this policy and just cancel everything that is with the policy. And if there is any, anything that we need to refund, we can refund.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we are gonna need that information in order for us to proceed with any refunds.
[CUSTOMER][NEUTRAL] OK, so you need a what now a copy of whose death certificate?
[AGENT][NEUTRAL] A copy of uh his death certificate and hers because uh we need to know they're, they're both in the policy and they were both owners. So yeah, we're gonna need both.
[CUSTOMER][NEUTRAL] He is.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, what do I need to do with it?
[AGENT][NEUTRAL] Just send us a copy and again send.
[CUSTOMER][NEUTRAL] Mail it to you.
[AGENT][NEUTRAL] Um, you can email it, you can fax it or mail it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Well, who do you want me to email it to?
[AGENT][NEUTRAL] And we need
[AGENT][NEUTRAL] OK, for the email you can send it to care team.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] At a.m. Public.
[CUSTOMER][NEUTRAL] I'm sorry, you are cutting out at a what?
[AGENT][NEUTRAL] Am like in the morning, Am public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And again,
[CUSTOMER][NEUTRAL] And that's all I'll need to send, right?
[AGENT][NEUTRAL] Yes, um, just a copy of, uh, the death certificates for both of them and then um just send in the personal information of your uh husband indicating what's the relationship and if he has any documents that will support that he can get that um refund or any refund and that will help us with the address, correct address, phone number, like his detailed information if we need to call him or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, that's, that's, you helped me a lot. That's what I needed to know. Thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.