AccountId: 011433970860
ContactId: 53a04c7b-0dda-4729-871e-ca64d71bb086
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400320 ms
Total Talk Time (AGENT): 131134 ms
Total Talk Time (CUSTOMER): 189276 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/53a04c7b-0dda-4729-871e-ca64d71bb086_20250205T17:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. My name is [PII], and I received in the mail a refund check for the amount of $181.20.
[CUSTOMER][NEUTRAL] I don't recall. No, I'm, I'm an old man.
[CUSTOMER][NEUTRAL] But I don't recall, I don't recall having a, uh, life insurance policy with American Public Life. So before I cash this check, I need to figure out, you know, how this is legitimate and how I ended up with a policy with American Public Life and all that stuff.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Mr. [PII]. What is the does it have a policy number attached to that?
[AGENT][NEGATIVE] Refund.
[CUSTOMER][NEUTRAL] Yeah, looks like it yeah it looks like it's 9 AE 3841.
[AGENT][POSITIVE] Thank you. Let me just get that pulled up real quick for you and let's see what's going on.
[AGENT][NEUTRAL] I apologize. It is taking my system a minute to pull that up.
[CUSTOMER][POSITIVE] Oh, I understand completely. I, I, I do a lot of my work through computers and sometimes they take their sweet time.
[AGENT][NEUTRAL] They did take their time, but that's OK. We, we, we can only do what we can only do, just sit here and wait for them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Let's see, bear with me just one second.
[AGENT][NEUTRAL] Are you in [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Does it say that it is a refund for premium?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Refund of unearned premium for coverage for the months of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I still, I'm, and I'm still, I'm still pretty ignorant about how I ended up with a, um, some kind of policy with American public life, and that's, that's what I'm really curious about.
[AGENT][NEUTRAL] OK. What I need to do, um, what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] All right, thank you. And if you don't mind holding just a minute, let me just get you to our customer service department. They issued that refund.
[AGENT][NEUTRAL] Check, please. Uh, if you'll hold just a minute. Thank you, sir. One moment.
[CUSTOMER][NEUTRAL] Right, that's fine.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hey, [PII], how are you?
[AGENT][POSITIVE] I'm good, thank you. How are you doing?
[CUSTOMER][NEUTRAL] I'm here, girl, but.
[AGENT][NEUTRAL] I hear you go.
[CUSTOMER][NEUTRAL] At least I'm accounted for, so.
[AGENT][POSITIVE] That's right. Press and accounted for whatever that means.
[CUSTOMER][NEUTRAL] Right. What you got for me this morning?
[AGENT][NEUTRAL] Policy number 83537.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 835.
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] It was for [PII], but I've got [PII] on the line.
[AGENT][NEUTRAL] And I've got a callback number.
[AGENT][NEUTRAL] For Mr. [PII], it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he did receive the refund check.
[AGENT][NEUTRAL] Um, for premium, unearned premium, but he was like, how did I get that and
[AGENT][NEUTRAL] Just wants to, he said, I'm old, but I have no idea how I'm associated with a life policy or anything like that.
[CUSTOMER][NEUTRAL] It's not a life policy, it's a cancer policy.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] He just needs a little more information on why he received that check.
[CUSTOMER][NEUTRAL] Uh, so he's.
[CUSTOMER][POSITIVE] OK, I can help him send it to me. Thank you.
[AGENT][POSITIVE] I appreciate it. You have a wonderful day. I, I, I'm transferring it because I don't know if he's gonna have any future questions or anything. But let me get him on the line. I appreciate you, [PII]. You have a good day.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][POSITIVE] No problem. Thank you. Bye-bye.
[AGENT][NEUTRAL] One moment.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I do have [PII] on the line and she's going to assist you with further information regarding that, um, check that you received.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Thank you, sir. You have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Oh, that's fine, but you can, but if you're gonna call me by my last name, my last name is [PII], OK all right well thank you for that Mr. [PII]. So I've got your information pulled up and it looks like you're getting a refund of overpaid premium for [PII] um her policy was canceled.
[CUSTOMER][NEUTRAL] Oh, for, for [PII] for [PII], OK, that was my mother. OK, no, I'm sorry, it wasn't [PII]. I'm sorry. These notes are a little bit.
[CUSTOMER][NEUTRAL] Let me see, we got a death certificate and that's why you're getting that, but let me see who it was um.
[CUSTOMER][NEUTRAL] And, um, it might have been for my wife, [PII]. She, she died in [PII], [PII].
[CUSTOMER][NEUTRAL] I know your mom and who's [PII] that's your dad?
[CUSTOMER][NEUTRAL] Yeah, [PII] was my father. He died in [PII]. [PII] was my mother. She died last March, about 11 months ago.
[CUSTOMER][NEUTRAL] OK, give me just a second, let me look at the details, bear with me. I apologize.
[CUSTOMER][NEUTRAL] Sure, no worries. I should, I mean this is just kind of a surprise to me that I pulled this out of the mail from a company that I've never heard of.
[CUSTOMER][NEUTRAL] Well, it was a policy for Ms. [PII].