AccountId: 011433970860
ContactId: 4434b523-201c-44af-b25d-0caa86319fcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 839719 ms
Total Talk Time (AGENT): 393526 ms
Total Talk Time (CUSTOMER): 385666 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/4434b523-201c-44af-b25d-0caa86319fcb_20250416T16:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Telling me a lot of work.
[CUSTOMER][NEUTRAL] Hi, uh, I'm sorry, tell me your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], uh, hi [PII]. My name is [PII], and I hope you can help me I'm having issues.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, how can I help you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, um, I wanted to check on policy. Um, can I, uh, can you pull it up if I give you the policy number?
[AGENT][POSITIVE] Yes, so first off, go ahead and give me a good callback number for you.
[CUSTOMER][POSITIVE] Oh thank you [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. And now your policy number, please.
[CUSTOMER][NEUTRAL] OK, it's 01596449.
[AGENT][NEUTRAL] OK, thank you. One moment, Mr. [PII], while I get that information pulled up.
[AGENT][NEUTRAL] OK, you said 01596449?
[AGENT][NEUTRAL] Or did I mishear that?
[CUSTOMER][NEUTRAL] I, I think that's right. 0159.
[AGENT][NEUTRAL] Because, because that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6449 Loretta [PII].
[AGENT][NEUTRAL] Mm, OK, so that, no, so that number pulled up somebody completely different.
[CUSTOMER][NEUTRAL] Look
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I don't know. I have another number written out here 020723, but I don't know what that was.
[AGENT][NEUTRAL] Um, no, sir, that wouldn't.
[CUSTOMER][NEUTRAL] 02.
[AGENT][NEUTRAL] 020723
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 020723 that's that's another number I have written down.
[AGENT][NEUTRAL] Yes, sir. That's OK, and that's not a valid policy number at all.
[CUSTOMER][POSITIVE] It's so cute.
[CUSTOMER][NEUTRAL] OK, can you look up by a social security?
[AGENT][NEUTRAL] OK. Um, yes, I can try and do that. Uh, is this policy for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] How much your service
[CUSTOMER][NEUTRAL] It's her policy.
[AGENT][NEUTRAL] When you say her.
[CUSTOMER][NEUTRAL] My my mother's my mother, I'm sorry, my mother's.
[AGENT][NEUTRAL] Who are you? Your mother. OK.
[AGENT][NEUTRAL] OK, and what is her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is her full social? And I can try that way.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. So let me try that.
[CUSTOMER][NEUTRAL] know.
[AGENT][NEUTRAL] OK, and I'm not able to pull anything under that social. Let me try and look by her name. And this was for American Public Life, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's gonna take a few minutes to search by the name, so please bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] now
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It's cooler.
[CUSTOMER][NEUTRAL] we'll.
[AGENT][NEUTRAL] What state does she live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] To get your stuff set up for as little as $799. There's many incredible styles to choose from. Get a custom built off. What about the custom built price. Turn your value into an instant oasis.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is that on your sunset.
[AGENT][NEUTRAL] OK, Mr. [PII], so I believe I've located her policy. So if you could please, um,
[AGENT][NEUTRAL] I'm gonna have to verify some things with you first for security, so if you could please verify your mom's date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the home mailing address that we would have had on file for her.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then, uh, do you have, what would a phone number have been?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look at. Now, that's the phone number we have for you. That's the one you gave me. What's the, what would a phone number have been for Ms. [PII]?
[CUSTOMER][NEUTRAL] She doesn't, uh, probably her old home number was [PII].
[CUSTOMER][NEUTRAL] Or [PII] but that's a long time ago.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] This one ends in a, yeah, so this one ends in a [PII].
[CUSTOMER][NEUTRAL] Uh, I don't know unless that was a cell number at some point. I mean that's.
[AGENT][NEUTRAL] OK. OK. That's fine. We verified the social with each other. That's OK. So, how can I help you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, can you tell me what this policy.
[CUSTOMER][NEUTRAL] Uh, is for.
[CUSTOMER][NEUTRAL] attorneys have spent a lot of their time.
[AGENT][NEUTRAL] OK, so let's see, give me just a moment.
[CUSTOMER][NEUTRAL] And can you give me an accurate policy number on it?
[AGENT][NEUTRAL] It was very close to what you provided. Now, let, OK, um.
[CUSTOMER][NEUTRAL] Instagram and WhatsApp are what.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] People that don't know like celebrities and influencers and the like in court though that his attorney showed.
[AGENT][NEUTRAL] OK, so the correct policy number just for, it's uh 00.
[AGENT][NEUTRAL] 596-449.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, I was missing a 0.
[AGENT][NEUTRAL] This was a
[AGENT][NEUTRAL] This is a cancer policy.
[CUSTOMER][NEUTRAL] Definition
[CUSTOMER][NEUTRAL] Right and.
[CUSTOMER][NEUTRAL] And is there any life insurance connected to it?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] That's what I thought. OK, so this is the thing.
[CUSTOMER][NEUTRAL] I called about this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A long, I mean a long time ago to cancel the policy because my mother was in hospice for the last.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6 or 8 years, the longest person in Wichita Falls hospice.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] That is a long time, Mr. [PII]. It is.
[CUSTOMER][NEUTRAL] Uh, and.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEGATIVE] It's been awful. It's been awful. She's been in a memory care.
[AGENT][NEUTRAL] Is she
[AGENT][NEUTRAL] Oh, is she still, OK.
[CUSTOMER][NEUTRAL] She passed
[CUSTOMER][NEUTRAL] No, she passed away in um January of this year.
[CUSTOMER][NEGATIVE] They told me they were going to cancel that policy because I told them I said there's no way she's gonna have any treatments or.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You know what I mean, there was, there was nothing to keep, uh, and I think the policy only paid $100,000.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] I, I think it's what they told me, you know, and she was not gonna.
[CUSTOMER][NEUTRAL] So I don't know, I don't remember all of that, but, but anyway, so I, I wanted to cancel the policy and they keep debiting even after her death they debited another almost $600 out of her account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. What I'm going to do.
[CUSTOMER][NEUTRAL] the, the, the.
[AGENT][NEUTRAL] Yes, so I can see a note where you had called in last year.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, Mr. [PII], to request that it be canceled. That was back in [PII]. Now, what I'm gonna need, when did your mom pass away this year in January? What was the date?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII] the uh I don't tell me, uh, the [PII].
[CUSTOMER][NEUTRAL] Uh, I believe it's.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] God bless her. She had a very long life, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, she did when she went in, they told this 6 months and that that was 8 years ago, so she's pretty, pretty strong stubborn.
[AGENT][POSITIVE] Wow, that's awesome.
[AGENT][NEUTRAL] They gonna say that's um that just goes to show you that we don't know. We do not know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's right, we're not charged. That's right, that's exact.
[AGENT][NEUTRAL] We are not in charge and God bless her, that's proof. Well, what I'm gonna do, Mr. [PII], because I do see that note from where you had called in, I'm going to connect you over, because you have power of attorney for her. Is that correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, right, so what I'm gonna do is I'm gonna connect you over to one of the members of our customer service team to speak with regarding that cancellation request from last year.
[CUSTOMER][NEUTRAL] Or I did. I get told.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they will be able to go over what, you know, you would need to do any additional, whether it's sending her death certificate, but they will be able to help you with all of that. I will give them the policy number. I will also let them know that we have verified all of the information, so you're not gonna have to do that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So before I connect you though, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, do you have a direct number to them in case I get.
[AGENT][NEUTRAL] No, sir, but I, no, if for any reason we get disconnected, someone will call you back. Now, the number that would come up on your phone though is not going to be the [PII] number you called in on. Um, it may come up as an Oklahoma number, but it just, we have a lot of different phone numbers, but I, I do know for certain that it would not be the [PII] number.
[CUSTOMER][NEUTRAL] everywhere I call.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But we will call you back if we should get disconnected for some reason.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] OK, well, you're welcome. So again, um it was my pleasure in speaking to you today, Mr. [PII], and if you'll give me just one moment, I will get you connected with one of the members of the customer service department.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] Well, you're welcome and I hope you have a very nice afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have an insured son on the line and it's with policy number 596-449.
[AGENT][NEUTRAL] The insured is [PII].
[AGENT][NEUTRAL] I have her son, [PII] on the line.
[AGENT][NEUTRAL] He had power of attorney over his mother, and if you will look at the notes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] In this policy, this policy should have been canceled a while back per their request.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But it wasn't.
[AGENT][POSITIVE] And it's been continuing to be drafted.
[CUSTOMER][NEUTRAL] OK, request duplicate.
[AGENT][NEUTRAL] Like 2.
[CUSTOMER][NEUTRAL] Bank draft change. Who called to cancel the policy?
[AGENT][NEUTRAL] The son who had power of attorney.
[CUSTOMER][NEUTRAL] OK, did he send the documents to um prove that he was the power of attorney? that he is?
[AGENT][NEUTRAL] I have not, I did not check on base for that. Um, she did pass away in January of this year.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] So anyway, he's just calling about, he's calling about that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right. Um, I can go ahead and take it. You can send him over.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] OK, and everything's fully verified. His callback number should something happen, is [PII]. Very nice, he's very nice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. All right, thank you very much.
[AGENT][POSITIVE] OK. All right. Thank you, [PII]. Have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, bye-bye.