AccountId: 011433970860
ContactId: 2143fa91-0532-4e04-a1d6-85f1df36dd4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510649 ms
Total Talk Time (AGENT): 413245 ms
Total Talk Time (CUSTOMER): 105793 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/2143fa91-0532-4e04-a1d6-85f1df36dd4d_20250414T19:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. You called me Friday on my dad's life insurance policy, Bobore.
[AGENT][NEUTRAL] OK, thank you for calling me back. Let me, let me pull it up, Ms. [PII], because I had so many that I was looking, trying to get in touch with different people so we can see about getting you paid. So let me, let me, I'm gonna bring it up and read my notes. So that's why I said give me a second to get over to the policy number and put it up. OK, you doing all right today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I didn't even
[CUSTOMER][NEGATIVE] It's, I'm fine. It didn't even show up on
[CUSTOMER][NEUTRAL] That I had a voicemail until it's like [PII] that evening, it just showed up, so I would have got you.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][MIXED] That's right, but you don't like technology, never know. Yeah, yeah.
[CUSTOMER][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] OK, it's going over. OK, let me get to the life policies.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I was trying to uh get in touch with different ones because we're trying to, before we send them to unclaimed property, we're trying to make sure if we got somebody that we can get, you know, get the information to try to get it paid, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't know anything about it.
[AGENT][NEUTRAL] Yeah, OK. Give me one second. My computer is sticking. I'm steady trying to get over.
[AGENT][NEUTRAL] OK. OK, life.
[AGENT][NEUTRAL] Here we go. And his last name is what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], um, yeah, I can't pronounce it, but I can spell it. Yeah, I can't pronounce it. [PII] is his first name. I do, I know his first name is [PII]. Uh-huh. I, I got them, uh-huh. Yeah, I can say that. Uh-huh. OK. Mm.
[CUSTOMER][POSITIVE] Yeah, I know. I had to spell it my whole life. Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It's coming up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go. Let's find him.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] My computer is
[AGENT][NEUTRAL] Spinning
[AGENT][NEUTRAL] So, here we go. Let me bring him up. His policy number is 0015.
[AGENT][NEUTRAL] 1282.
[AGENT][NEUTRAL] Give me one second. I'm gonna read my notes.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] All righty. Ca daughter Nan cooking voicemail left me we send another, yeah, I sent you another thing, another letter out. Uh, yeah, uh, yeah, we need, we need that live claim form filled out and I sent it to your address. Uh, wait a minute, we'll send another claim form to her at the address at [PII]. Is that where you live?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, because I, I had been sending it to another address. I believe it was another address in [PII], but then we, I found this one, so I sent it to [PII]. Uh-huh, yeah. So, yeah, cause I can tell that uh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I just need to fill it out?
[AGENT][NEUTRAL] you fill out the claim form to the, you know, and then I it needs to be signed and notarized and uh I don't think we need a copy of the death certificate. I think we got the obituary on file. Yeah, now do you are you the only living uh next of kin? You, you, you have any other brothers and sisters that's living?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh uh.
[AGENT][NEUTRAL] OK, so yeah, that's why you will fill that, uh, yeah, you just fill that form out and you would just get it signed and notarized and that'll show that you send you the owner the next living can and then uh just send it back into the office and then we'll go from there with the legal department. uh I'm sure we'll.
[CUSTOMER][NEUTRAL] No, just me.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You know, I send it to my legal department and then they would tell us, you know, where the money would be paid to, you know, how we would pay the money based on what you send in. Uh-huh. So yeah, so give me one sec.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] How much is it?
[AGENT][NEUTRAL] It's $9,273. If there's no loans or anything against it, that's how much it is. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So what is it, I mean, what is that exactly for?
[AGENT][NEUTRAL] He, this is a life policy. This was a life policy that he had with our company. I, I assume, let me see, let me see, I'm bringing up my letter so I can tell you who was the original.
[CUSTOMER][NEUTRAL] What was it?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's just an odd amount.
[AGENT][NEUTRAL] I know, but it's, it's like a, it's one of those I paid up policies. Give me one second because I'm gonna tell you who the beneficiary was 0151282.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's probably me and my sister.
[AGENT][NEUTRAL] Um, uh, your sister name [PII].
[CUSTOMER][NEUTRAL] But she's deceased.
[AGENT][NEUTRAL] Your sister's name? What was your sister's name?
[CUSTOMER][NEUTRAL] It's what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well, her first name, what was her first name? Your sister's first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK. No, I don't think it was her. Let me see who, let me tell you, he had, this policy was taken out like in [PII], it was, yeah, I might not even been born. I don't know. Uh, let's see. This was taken out in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh well.
[AGENT][NEUTRAL] Uh, yeah, yeah, I know. Uh, let's see. I'm bringing and I'm, I'm trying to see who, who we had down for the beneficiary. Let me go to my notes and read and, and I know they probably no longer live there. I believe I found the picture.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see your price.
[AGENT][NEUTRAL] No, we don't. Let's see.
[AGENT][NEUTRAL] [PII], you know. OK, now I didn't call you. Sit up. OK.
[AGENT][NEUTRAL] It's one that.
[AGENT][NEUTRAL] OK, let me go right here to the letter I just sent.
[AGENT][NEUTRAL] And I'm gonna tell you where I was sending the other letter to, to just to verify was that one time your address. OK. Now, the new one that I just sent out on Friday is going to [PII] and that's in [PII]. Oh, you know what? I'm glad you called because you know what he had down for the beneficiary? Riverside District Industry. It's a company I guess he used to own.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh yeah, huh, yeah.
[AGENT][NEUTRAL] Uh, uh-huh. And so that's why we're looking for the next of kin because I'm sure that business is no longer in business anymore. Uh-huh. So yeah, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, somebody bought it out.
[AGENT][NEUTRAL] Yeah, so what you do is make sure you fill out that claim form that you get, sign and date it and get it notarized and, and, and, uh, send it back to us because we, we figured it was no more uh you know that place, and they found when they did a trace on the next of kin, that's how we found your name and information to be able to send you that information, uh-huh and let me.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, alright.
[AGENT][NEUTRAL] And the letter that we sent before was going to [PII]. Did you
[CUSTOMER][NEUTRAL] Oh, that's my old, old address. That's my old, yeah.
[AGENT][NEUTRAL] Yeah, yeah, that's what um that's, and then I said, well, let me create a new this address, but they, on the, on the skip cra uh, they still had you know, you tell to [PII], I believe. So that's why we were sending it there. So you should get that letter with that claim form. When you get it, just make sure you sign and date it, get it notarized, send it back in so we can get this taken care of. But yeah, he had the beneficiary as being that company. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Oh, OK. All right then. Well, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you for calling back and, and if I ain't heard from you in about 2 weeks, I'll be giving you another call, OK? Or you can always call me if you don't get it in a week. If you don't get that claim form in about 1 week, give me a call so we can get it to you, OK?
[CUSTOMER][POSITIVE] I'll get it done. All right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I sure will. Thank you.
[AGENT][POSITIVE] All right, thank you, Ms. [PII].
[CUSTOMER][POSITIVE] All righty, bye bye.
[AGENT][NEUTRAL] Bye-bye.