AccountId: 011433970860
ContactId: 298605c0-59b5-488d-97b2-b7580988b016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446019 ms
Total Talk Time (AGENT): 183346 ms
Total Talk Time (CUSTOMER): 251288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/298605c0-59b5-488d-97b2-b7580988b016_20250106T19:54_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I again.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm here helping my mother, [PII]. We're going through some um papers and insurance things because my father passed away a week ago.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] And so we, I know we came across yours American Public Life, and every phone number we've called has been disconnected, so we found another number which looks like it's a broker so you're the only voice we've had.
[AGENT][NEUTRAL] OK, well, how can I help?
[CUSTOMER][NEUTRAL] Um, so there's maybe some way you could direct it. Well, we're just trying to find out if they do have a policy, if they do, what it might be worth, if it's ever been matured, you know, we're hoping with this piece of paper we have in our hands, maybe you could ask us some questions and we'd be able to, yeah, we'd be able to, um, you know, just find out if there is a policy that she could use because she is definitely gonna need some help.
[AGENT][NEUTRAL] OK, sure. Um, is there a policy number on any of those documents?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hm, um, there is a, let me see what we got here policy number, yes, and it starts with the letter H.
[CUSTOMER][NEUTRAL] As in Henry H 0080873
[AGENT][NEUTRAL] Oh boy. Um.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Here's another
[AGENT][NEUTRAL] I'm gonna guess this is probably gonna be some sort of
[AGENT][NEUTRAL] Maybe stock option or something. It doesn't, it's not like an insurance policy number. Is there, is there anything else on that form that indicates exactly what it is? Are they, are they paying APL monthly or?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Can you FaceTime and I would show it to you.
[CUSTOMER][NEUTRAL] That's what we get, so, so he just sent me another piece of paper that was in the same envelope and there's another number on it. So let's see if this number makes any, any sense. It starts A as in apple and 008.
[CUSTOMER][NEUTRAL] Sorry about that. So it's it's like the same number, um, and then it talks about issue date was at age [PII], so he just turned [PII], um, policy effective date was [PII] initial premium, um, motor premium, let's see, family coverage daily hospital daily hospital benefits, so maybe with some kind of health insurance policy, not a life insurance policy, right? Is that what you say?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, it says
[CUSTOMER][NEUTRAL] First day of sickness, um, so it doesn't talk about death, um, yeah, so, but then the top life insurance, it does say American Public Life Insurance Company. Do you think it would have been the life insurance company that only gave them insurance for medical reasons?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Hm, yeah, that was a really long time ago, so, um,
[AGENT][NEUTRAL] Do you have your father's social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I do. His social mom, his number, his social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, and it's [PII]
[AGENT][NEUTRAL] Alright, let me see if I can find anything this way.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] We might have to go back we I might have to just send you to our customer service team um they may have some parts of the system they can get into that that I can't since I, I work on sales teams so.
[AGENT][NEUTRAL] There's a lot of stuff
[CUSTOMER][NEUTRAL] Yeah, obviously
[CUSTOMER][NEUTRAL] And people keep these insurance policies their entire life, so it seems like they have some kind of way of accessing that information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and so I see and it's you said it was Ira [PII].
[CUSTOMER][POSITIVE] Yes, I would, I would keep.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so I do, I do see a couple of policies in our system that have been lapsed for quite some time. One of them was a critical um intensive care policy. Um, this other one, I don't even know what this policy.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't think I've ever seen this plan code before, um, but I don't see anything with the H or the A starting typically those that start with those letters like those are stock options, um, and those are handled out of a completely different operating system that our accounting team deals with, but I can go ahead and get you transferred over to customer service and maybe they can do kind of more of a deep dive.
[AGENT][NEUTRAL] Into
[CUSTOMER][NEUTRAL] OK, just
[CUSTOMER][NEUTRAL] That's fine. It may have been some kind of medical thing. I don't know why they would have done that because he's had complete coverage to the VA, so did my mom with him I bought some kind of medical but.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, these were really really really really really old policies and just for this one I can tell you.
[CUSTOMER][NEUTRAL] And they
[AGENT][NEUTRAL] This intensive coronary critical care policy, that policy was um issued. It was effective in [PII].
[AGENT][NEUTRAL] Um, sometimes these are purchased through their employers kind of as if their ancillary work site lines, but this one doesn't look like it was ever tied to an employer group. So back in the day, APO used to actually have insurance agents that went out and knocked on people's doors and sold them policies just sitting at their kitchen table. We don't do that anymore now we, we deal strictly in the work site market, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what that one kind of looks like.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] APL 1 somebody's hand written and it says family. It's a $200 a day benefit and data benefits of $650. So it's almost like they were gonna pay our parents cash or money if they did like if they did have a problem. So that's probably what that was about, kind of like an Aflac holidays. OK, well, as long as you don't see anything in there, we'll set this aside, and that is it was just sold by American Public Life doesn't mean it was actually life insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, if you don't mind, if somebody wants to really confirm there's absolutely nothing to your company, that's fine. They could contact us. If not, then if you think that's all it was, then we'll just, um, say thanks anyway.
[AGENT][NEUTRAL] All right. Well,
[CUSTOMER][NEUTRAL] What that is and what happened.
[CUSTOMER][NEUTRAL] Yeah, there was, and like she said he was hospitalized so many times it looks like we never collected anyway. He was, oh my gosh, hospitalized. Was it still in? Is there any way to find out if it was still in offer? It may have expired and it wasn't. It probably lasts as you.
[AGENT][NEUTRAL] Um, looks like this policy has been lapsed since [PII].
[CUSTOMER][NEUTRAL] You had
[CUSTOMER][POSITIVE] OK, got you that explains that. OK, thank you, miss. I appreciate your help.
[AGENT][POSITIVE] Of course, any time if you come across anything else and you please feel free to give us a call back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you, thank you so much bye.
[AGENT][POSITIVE] Alright, I'm sorry for your loss and have a wonderful day.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Bye bye.