AccountId: 011433970860
ContactId: 2958c077-fd3f-4675-a5bd-e44af30c864f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1027489 ms
Total Talk Time (AGENT): 479205 ms
Total Talk Time (CUSTOMER): 497873 ms
Interruptions: 17
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/2958c077-fd3f-4675-a5bd-e44af30c864f_20250411T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I have my mother [PII] here, and we're calling. I'm just helping her with some paperwork, um, regarding my father has recently passed away and he had this, um, uh, policy, and so I'm helping my mom and, um, we just needed a little bit of direction of how to process.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely. OK, so was this, uh, we were needing to uh file a claim or we needed to get the policy canceled?
[CUSTOMER][NEUTRAL] It's well it's a, it's a claim, uh, I guess, um, for the, you know, we, we have the policy number and the face amount of, you know, my dad took it out when he was [PII] old, so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh OK it's a life policy got you OK no worries yes I can help you out with that um really quick before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, um, we'll give you my, my mother's uh number at [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it thank you and then uh I can go ahead and take that policy number please.
[CUSTOMER][NEUTRAL] Sure, I'll let's see, it's AR-19316.
[AGENT][NEUTRAL] OK, um, give me just a moment. That does not sound like one of our policy numbers. No, I did not get a result with that um let's try it. Do you have his social by chance?
[CUSTOMER][NEUTRAL] Yes, yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And then what's what's his name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I did not get a result with that social, um, let's see, is it [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, [PII] Yeah.
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] [PII], is that just exactly how it sounds? [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm just gonna search that way give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not have anyone with that name in our system.
[CUSTOMER][NEUTRAL] But that's not surprised.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um, yeah, I, I.
[AGENT][NEUTRAL] Did you mean to call uh now there are a lot of uh excuse me, I'm so sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh, I was just gonna say, uh, it says that it was American Public Life Insurance Company out of [PII].
[AGENT][NEUTRAL] OK, that is us. That's interesting. I mean, well, we're OK, see now, but, but that is definitely us. Well, we, there is a lot of confusion, a lot of insurance companies have the same kind of stuff in their paddles, um, let's see, I don't know what else he didn't go by a different name, did he?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it was.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it, it said um date of issue.
[CUSTOMER][NEUTRAL] No, it's um [PII], you know, and um.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Date of issue was [PII].
[AGENT][NEUTRAL] I've got a bunch of
[AGENT][NEUTRAL] OK, I've got a lot of [PII], but I don't see an Allen.
[CUSTOMER][NEUTRAL] Yeah, September.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I don't know what um hm.
[CUSTOMER][NEUTRAL] Yeah, it says beneficiary to my mom, you know, um.
[CUSTOMER][NEUTRAL] Let's see, I mean, it's a full on policy. We have the original here, yeah.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me read back his uh social to make sure I heard it correctly. uh I had that was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, weird. All right, hang on. Let me see what else I can try.
[CUSTOMER][NEUTRAL] Tell her it was issued and so yeah, it was, it was issued in [PII].
[AGENT][NEUTRAL] OK, and typically that's not an issue, um, as you know I know obviously we had to make a lot of updates since then, um, but I have seen policies that old before so I'm gonna try one other thing.
[CUSTOMER][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] Nope.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] His middle name you said that was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], mhm.
[AGENT][NEUTRAL] Did he happen to go by [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I have a [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, sorry.
[CUSTOMER][NEUTRAL] Yeah, well, yeah, no, that's, yeah, I mean, I have the, that's interesting. So then what do we do in that regard? Do we send it to the company or how, I mean, how, how does one I.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Well, that's the
[AGENT][NEUTRAL] Odd thing, um, is of course I would should have some sort of record, um, OK, and then [PII] you are listed as the beneficiary you said?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I'm gonna try searching for you.
[CUSTOMER][NEUTRAL] OK. It would be [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] No, I don't see you either.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, on the what um what is it that you're looking at? Is it a letter or is it the actual policy?
[CUSTOMER][NEUTRAL] Yeah, I have
[CUSTOMER][NEUTRAL] It's the actual policy. It's all like, and it has everything spelled out. I mean, it goes back to when they signed it, it's got the president, I mean, it's, you know, a full on.
[AGENT][NEUTRAL] Do you see anything on there that starts because those older policies, those policy numbers typically they would begin with a 9 and then be followed by an A and then a series of digits do you see anything like that at all?
[CUSTOMER][NEUTRAL] Policy, um.
[CUSTOMER][NEUTRAL] And there's a registrar.
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] Well, yeah, because this is AR-19316 is what that says, but I'll look and see, yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] You said AR 31396?
[CUSTOMER][NEUTRAL] Um, AR 19316.
[CUSTOMER][NEUTRAL] 19316 yeah I'm looking at the the policy even it's stamped on here um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Total amount due is $8,854.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I'm not getting anything so here's what I'm going to do if y'all don't mind um continue kind of sifting to see if you see anything like that at all and if it's OK with y'all I'm gonna put you on a brief hold and try to reach out to see if there's maybe some other way that I can search for this.
[CUSTOMER][NEUTRAL] Yeah it has.
[CUSTOMER][POSITIVE] OK, no, that's, that's good. So uh we're here. We'll wait for you. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome thank you I appreciate it thank you one moment.
[CUSTOMER][NEUTRAL] Uh-huh. OK, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good it's Friday we're just not done.
[CUSTOMER][NEUTRAL] True.
[AGENT][NEUTRAL] Alright, so I was actually wondering, I don't know if you'd be able to help me or not. Um I've got some callers on the line and they are their father it's the father or the excuse me, it's the daughter and the spouse, and he had passed away. I guess he had a life policy with us back from like the [PII] and they're reading from the policy.
[AGENT][NEGATIVE] That they have and it says American Public Life [PII], [PII] and everything that they're giving me though I cannot find this guy. They gave me his social. The policy number they gave me began with AR-[PII] and I'm not getting anything and I don't know if there's, I, I tried the company 22. I, I did just about everything and I'm not finding this guy, so I don't know what else we can try.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, yeah, let me see, hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I made a note about it. Let's see.
[AGENT][NEUTRAL] I'm used to those older policy numbers beginning with the 9A but they kind of threw me off with the AR. I was like what?
[CUSTOMER][NEUTRAL] Mm yeah, those are the um older older policies. I'm trying to find I know what we need to look at is the live cards.
[AGENT][NEUTRAL] I tried putting even that in the old policy slot.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] I'm so glad you know. All right, uh, that is what I felt like I was grasping at straws.
[CUSTOMER][NEUTRAL] No, you are fine, and the only reason I know is because I've already had one of these uh about a month or two ago.
[AGENT][NEUTRAL] Oh, really? OK.
[CUSTOMER][NEUTRAL] Um, but I've got to remember where.
[CUSTOMER][NEUTRAL] I had to look.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, life history cards.
[CUSTOMER][NEUTRAL] OK, what was the policy number?
[AGENT][NEUTRAL] AR dash 19316.
[AGENT][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] AR dash 19316
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] You found it?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Are you looking in Lion?
[CUSTOMER][NEUTRAL] No, uh, no, I'm looking in on base, um, it's probably gonna be a lapse policy since it's in the life history cards, um, let's see.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I did not even think to look in on base. I was just assuming if I can't find it online it's not in Onase.
[CUSTOMER][NEUTRAL] Well, so, and it's in a specific um folder in Onase. It's not in an in the typical folder so you just have to know where to look.
[CUSTOMER][NEUTRAL] Um, but it looks like this policy was cash surrendered back in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm pretty sure they will probably ask for that information because they were wanting to file a claim um do you do we have a letter or any sort of correspondence that we could maybe forward to them?
[CUSTOMER][NEUTRAL] Um, uh, this thing is so old. It's a, it was like a card and, you know, those old, um, cards at the library.
[CUSTOMER][NEUTRAL] That you used to look, I don't know how old you are, but
[AGENT][NEUTRAL] I'm [PII]. I have a library card though.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, it, it wasn't a library card. It was like these little cards in this wooden cabinet has these little drawers and it's just big enough for index cards and I can't remember what they called it though, but
[AGENT][NEUTRAL] You mean the ones that people would write their names down. Is that what you mean?
[AGENT][NEUTRAL] For who's checking out what? Oh, OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, uh uh, um, I mean these were even older than me, so, but I'm not much older than you. I'm [PII], um, but I live in a rural area, so my, my library still had one when I was young, um, but I, I don't know what we could send her other than like a certificate of coverage letter, um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, see, and I don't know, let's see, since there's nothing in lion and I don't think I could make a hub, should I just get like a good address for them and then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I could contact you back to send them something.
[CUSTOMER][NEUTRAL] Yeah, and I'm gonna get with [PII] and see what I can do. The only thing I'm thinking of is maybe a certificate of coverage letter because there's like with these old policies, there's no there's no application. There's just this little index card that they've index that they've uh imaged in on base so all I have is like his policy number and like it's really all this policy was issued in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] See, but I
[CUSTOMER][NEUTRAL] 0, 1967, it looks like.
[AGENT][NEUTRAL] I feel like
[AGENT][NEUTRAL] I feel like I've seen really old policies in lion before though. That's why I was kind of confused.
[CUSTOMER][NEUTRAL] Yeah, but uh
[AGENT][NEUTRAL] But maybe the older ones I'm thinking are like the [PII]. I don't know. I guess when I think about it, maybe they weren't quite the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, yes, and I think that those these were already, that's why I was saying I thought it was gonna be lapsed because I think if it was still active, they would have put it into lion when, when they changed over, yeah, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that makes sense.
[AGENT][NEUTRAL] That makes a lot more sense. OK, and so like [PII] is if there's, you know, any problem with like HIPAA or whatever, she is the beneficiary and they saw it on the original policy so there shouldn't be an issue with sending her that info so I'll get a mailing address or something if they need proof and then um should I just, I could send you an email I guess with that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that'd be perfect, yes, and I'm gonna check with [PII] and see because like I said, all I know how to find is this card so I don't know anything about the original policy or.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Well, that's more than a thought, and I can't tell you how much I appreciate your help.
[AGENT][NEGATIVE] Because I was like what, it doesn't make any sense.
[CUSTOMER][POSITIVE] You're so welcome.
[AGENT][POSITIVE] OK, well, I will get that info and then I will shoot you an email. I appreciate you, memory. Thank you and I hope you have a great weekend.
[CUSTOMER][POSITIVE] No problem. You too. Thank you.
[AGENT][POSITIVE] Thanks, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Alrighty, Miss [PII] and Miss [PII], I appreciate your patience. Are you still with me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Yes, we are.
[AGENT][NEUTRAL] It took some digging and thankfully I got somebody who knew what they were doing so and the reason it's not appearing in our my system like I thought it would is that it had already been surrendered apparently in [PII] this policy was surrendered so all they have is they do have record of that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you need um any sort of um documentation or proof of that we can absolutely send that to you um and of course it's you know as old as it is like they said that they just have you know scans of that kind of stuff that to dig kind of deep um but we do have that information if you need it and we can absolutely mail you that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, so it, it's already been, uh, surrendered meaning, yeah, yeah, and so they.
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] Yeah it had terminated a lapsed and that's why it's not in my system right now.
[CUSTOMER][NEUTRAL] Got it OK and so it's not eligible for anything because it was surrendered, correct? OK, OK.
[AGENT][NEUTRAL] Correct. [PII] was the year, yes.
[CUSTOMER][POSITIVE] OK, OK, that surprised me. OK, that sounds good. Well, we, uh, we appreciate your digging, yes, because we were, yes.
[AGENT][NEUTRAL] Oh no it was really stumping me that was really stumping me because I mean obviously that's definitely us what you were reading but it does make sense. I couldn't find it because it had already been terminated so they didn't bother to put it in our new system that's why um did you need any sort of, did you need any sort of correspondence or documentation with this information?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] No, I know.
[CUSTOMER][NEUTRAL] Got it. OK, well then that makes sense.
[CUSTOMER][POSITIVE] I, no, I don't think so. I think that that gives that solves the mystery, yeah, so we appreciate your time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries. Yeah, no, no, I appreciate the learning opportunity.
[CUSTOMER][POSITIVE] OK, well, have a, yeah, have a great weekend. Thank you, thank you. OK, OK, bye-bye.
[AGENT][POSITIVE] All right, thank y'all. You too. Thank you. Bye bye.