AccountId: 011433970860
ContactId: 3ea2b11e-8dac-42de-8c19-3bf4ba5fc4fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317850 ms
Total Talk Time (AGENT): 143019 ms
Total Talk Time (CUSTOMER): 178809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3ea2b11e-8dac-42de-8c19-3bf4ba5fc4fe_20250203T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, how you doing? My name is [PII], man. I had just got disconnected. Can you take my phone number down?
[AGENT][NEUTRAL] Yes, but first spell your first spell your first name.
[CUSTOMER][NEUTRAL] My phone number is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's your phone number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] All right, thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, it's not much my mother's policy. She just passed, but I want to see if it's active. But she had it since [PII], she had it since 1969. 520,970.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you for that, Mr. [PII]. And what was your mother's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that didn't bring up. And you did say 520,970?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's been since [PII], ma'am.
[AGENT][NEUTRAL] OK. That is not hers. Do you have her social? I can pull it up and see what I can find.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Yes, I have a social. Give me one second and.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, I have a, well, it's on, I have a paper and um my, well my daughter she sent me a screenshot of it and um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm gonna go back to our social. My daughter sent me a, a, a screenshot of it and that's when I just looked at it and I said, I said um I got the policy number off of it and everything. But um let me get to, let me get you her social. She lived, she lived in [PII] at the time, the address or whatever, I don't know, but give me one second, I'm looking, looking, looking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm strolling through my archi archives and
[CUSTOMER][NEUTRAL] For her social.
[AGENT][NEUTRAL] OK, we can cry about her last name. What is spell her last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's gonna be a lot of [PII], probably.
[AGENT][NEUTRAL] And what state is it in, what state is it in?
[CUSTOMER][NEUTRAL] It's in [PII].
[AGENT][NEUTRAL] OK, and see, do I see anything with [PII], [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII]. Uh.
[AGENT][NEUTRAL] Yeah, uh-huh, yeah. I'm just looking for [PII] right now. The state, uh-huh, I don't see that. I, I'm gonna need her social.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] You see the
[CUSTOMER][NEUTRAL] OK, let me give me one.
[AGENT][NEUTRAL] OK, cause it didn't come up with [PII].
[CUSTOMER][POSITIVE] I'm strolling through, I'm strolling through as fast as I can.
[AGENT][POSITIVE] That's fine. You can take your time.
[CUSTOMER][NEUTRAL] I had got it.
[CUSTOMER][POSITIVE] OK, OK, thank you. I'm strolling as fast as I can for this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Information.
[CUSTOMER][NEGATIVE] Oh God. We didn't, we didn't, um.
[CUSTOMER][POSITIVE] I'm, I'm from [PII]. I'm calling from [PII] and I, you know, I got my family members down and everything happening and we try to get everything together before anybody makes a move and, um, you know.
[CUSTOMER][POSITIVE] Start, uh, start the business, you know, I don't see it offhand. Oh my goodness, hold up.
[AGENT][NEUTRAL] OK. Give me that number you said you had again. What, what's that number?
[CUSTOMER][NEUTRAL] 52,520. Let me go back to the, let me go back to where I got the number from and get see if I see any other additional information on that page.
[AGENT][NEUTRAL] And on that paper, and on that paperwork it said American Public Life.
[CUSTOMER][POSITIVE] Yes, on top of it, yes, I'm going all the way to that paper. Yes, it does say that it says that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It says that, let me see, I'm a, I'm.
[CUSTOMER][NEUTRAL] It says, um,
[CUSTOMER][NEUTRAL] Yeah, you are located in [PII], South Carolina, um, public, public, public something [PII], yes, it says that on there.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, OK, now we're not located in [PII], but our name of our company is American Public Life. So it says American Public Life.
[CUSTOMER][NEUTRAL] It says, it says public savings life insurance company.
[AGENT][NEUTRAL] No, that's not us. We are American Public Life, and we're located in our main office is in [PII]. And we're we're American Public Life. Where did you get our number from? How did you get our number?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh wow, OK.
[CUSTOMER][NEUTRAL] OK, OK. I have the.
[CUSTOMER][NEUTRAL] Uh, my daughter sent it to me. My daughter sent it to me. I don't know.
[AGENT][NEUTRAL] I know, but I'm telling, did she get, OK, yeah, cause we're American public life. Now, if you get a social uh something you and you find some additional information with our information on it, you can call us back, but I went through [PII] and there's no [PII] that we get in our system that got [PII]. So that's why I was trying to see did it say our name American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, this one says, uh, public savings life Insurance Company.
[AGENT][NEUTRAL] Uh, we're American public life.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you. I appreciate your time and your patience, ma'am. You have a beautiful evening.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, thank you, and if you have any other information, you can always give us a call back.
[CUSTOMER][POSITIVE] Thank you, ma'am. Thank you very much for your help and your time. Thank you.
[AGENT][POSITIVE] OK, you have a great day. Bye-bye.