AccountId: 011433970860
ContactId: 4670afa4-7749-465c-b1f7-8e251bdd0a17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415809 ms
Total Talk Time (AGENT): 225642 ms
Total Talk Time (CUSTOMER): 209472 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/2025/05/20/4670afa4-7749-465c-b1f7-8e251bdd0a17_20250520T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, [PII], my name is [PII]. I'm an attorney in [PII]. I represent [PII], and she received a letter.
[CUSTOMER][NEUTRAL] Uh, from you concerning a life insurance policy.
[CUSTOMER][NEUTRAL] And she asked me to contact you about that.
[AGENT][NEUTRAL] OK, Ms. [PII], could I have the policy number so I can look it up?
[CUSTOMER][NEUTRAL] Sure, sure, uh, uh, your letter had an old policy number and then a policy number, so you want the current policy number?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, yeah, the current policy number, uh-huh.
[CUSTOMER][NEUTRAL] Alright, it's 00.
[CUSTOMER][NEUTRAL] 1512.
[CUSTOMER][NEUTRAL] 82
[AGENT][NEUTRAL] Alright, thank you for that information. Give me a second. Oh yeah, Ms. [PII]'s supposed to be getting the information in. Let me read it.
[AGENT][NEUTRAL] Mm, and then I could call back say she's working on getting life claim for me from the job and there was a cross set up and her attorney is supposed to have call our office, but today is not. OK, yeah. So what it is, this is a policy that was a paid up policy and we, we know, had to try to locate the next of kin and she was uh.
[AGENT][NEUTRAL] One of the she was the next of kin that we that some way we got in touch with her and so that's why we're trying to get, you know, once we get the information and uh you know, send it to our legal department, they'll determine which way and how the money would be paid. So yeah, I had sent her the.
[CUSTOMER][NEUTRAL] Alright, can, can we, can we get a copy of the policy so we can see how the, uh, it reads with regard to the next of kin?
[AGENT][NEUTRAL] 1282. OK. I can send, I, I can, I can send it to her, you know, with her you got something giving us permission to speak with you about this and everything cause I would, I would have to send it to her. I would have to request them to send out a copy of the policy.
[CUSTOMER][NEUTRAL] If there if if the policy is detailed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You, you can send
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah you can send it to to [PII] that that will be fine and then she can forward it to me and and to give you a little background and and and the reason I'm I'm asking about the policy is the beneficiary of the policy was Riverside Distributors Incorporated.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's right. Uh-huh.
[CUSTOMER][NEUTRAL] And so uh that business sold, um, all of its assets.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I think in [PII] or [PII], so 20 years ago, and, and it was and it was dissolved at that time, so that corporation hasn't existed in 20 years and so that's why I was interested in seeing what the policy had to say about what happens if the beneficiary doesn't exist any longer. So anyway, that's why I wanted to say the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well, we, well, we know, we know, we, OK, I will request a copy of this policy to be sent to her, but now if she could fill out that life claim form that we submit, you know, she got there, but, you know, and get it notarized and send us like a cop, well, we know he's no longer living because I think I got information showing he no longer living, but if she got anything like a copy of his obituary, a copy of his death certificate or something once.
[AGENT][NEUTRAL] We get it. It's going to our legal department and they would determine how the benefit would be paid, would it be paid directly to her, if there's any living brothers and sisters, anything like that, any next of kin since this company no longer exists. So that's what we were gonna do once I get the information, it was going to our legal department for them to review, but I can go ahead and add uh a copy of the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, policy be mailed to the daughter, which is she's the next of kin that don't got in touch with us, and I will ask for a copy of that policy to be mailed to her, but in the meantime, we still can get any information you have cause either way when it come in, it's got to go to our legal department.
[CUSTOMER][NEUTRAL] All right. Well, I handle the sale of, of the assets of Riverside Distributors Incorporated, and I, I handle the insured [PII] I handled his estate when, when he died, I handled his wife's estate when she died, and I handled his oldest daughter's estate when she died. So [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A is a surviving daughter, but, but, but there's the daughter that died has a daughter, so I'm trying to, you know, figure out exactly.
[AGENT][NEUTRAL] Yeah, and see the legal, legal and you when y'all send all that information in, legal would be the one determined based on the state law, yeah, based on the state law and, you know, they would determine how we would pay this money out. Now either way, you know, one way or the other it would be paid. It ain't like we could keep it. It would have to be paid out to whoever legal state by law should receive this money, yeah.
[CUSTOMER][NEUTRAL] To make that decision, OK.
[CUSTOMER][NEUTRAL] All right, all right.
[CUSTOMER][POSITIVE] Alright, OK, alright, well I'm gonna call [PII] and let her know that you'll be sending her a copy of the policy and then she'll send it to me and in the meantime we'll be getting information together for um for y'all uh on on this OK?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Just for to send it in. OK, that'd be fine. What's your phone number, Mr. [PII], I just in case I can always have it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is OK, yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, I got that, Mr. [PII]. And I'm from [PII], Mr. [PII].
[CUSTOMER][NEUTRAL] What what is your email if you could, if you would give me your email address I can send you an email and it'll have all my contact information on it.
[AGENT][NEUTRAL] OK. All right. My, my email address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. All right. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct. Mhm.
[CUSTOMER][NEUTRAL] Alright, I'm gonna go on and uh I'll just shoot you an email confirming that we, we talked and that you're gonna send a uh a copy of the policy to [PII] and I'll copy [PII] on that email, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] I appreciate it. Thank you for your time.
[AGENT][POSITIVE] You're welcome. You have a great day, Mr. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.