AccountId: 011433970860
ContactId: 53c463cf-da46-40aa-bdae-fdfe63f9bdab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301410 ms
Total Talk Time (AGENT): 87634 ms
Total Talk Time (CUSTOMER): 194072 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/53c463cf-da46-40aa-bdae-fdfe63f9bdab_20250313T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, [PII]. Uh, for the longest, I live in [PII].
[CUSTOMER][NEUTRAL] And for the longest time, I've been trying to find.
[CUSTOMER][NEUTRAL] The office of the American General Life Insurance Company.
[CUSTOMER][NEUTRAL] But I cannot find it. I is that you folks or not?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, American in general.
[AGENT][NEUTRAL] Well, we're American public life. Hold on just a second. Let me try and see if I can figure it out. Let's see.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] All right, I can have um.
[AGENT][NEUTRAL] And what did you say your name was again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Mr. [PII], let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I cannot find the uh what I've been trying to do.
[CUSTOMER][NEUTRAL] Uh, I've had a little small life insurance policy for about 50 years, or maybe even longer, 60 years, and um,
[CUSTOMER][NEGATIVE] For the last several years, they've been, they haven't sent me a bill.
[CUSTOMER][NEGATIVE] And finally, they send uh a notice they're gonna cancel my life insurance, and then I get on the phone and finally get somebody where I can, a real person where I can pay the bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But this year, they say I cannot pay the bill on the phone, and I haven't yet to receive a bill from them.
[CUSTOMER][NEGATIVE] Um, it's so, it's just, uh, so maddening. I just, and so I was going to their office to see if I couldn't pay the, you know, the premium.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I cannot find their office.
[CUSTOMER][NEUTRAL] It's in the middle of the road on I-[PII]. So, and I've looked everywhere for the last two hours, yeah. So, and I'm sure they're legitimate, you know, I've been paying all these years and
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] And uh, but anyway.
[CUSTOMER][NEUTRAL] Yeah, it's not your headache and I, I'm sorry to bother you with it, but.
[AGENT][NEUTRAL] No, sir. I, I'm, I'm sorry to hear that you're having so much trouble. I wish there was something I could do to help. Um, I tried to Google it and the only American general life I see was based out of [PII], and it says it's permanently closed. So I'm not really sure. That's what it's saying on Google, but um that doesn't mean that.
[CUSTOMER][NEGATIVE] Permanently closed.
[AGENT][NEUTRAL] It is, there's some other American general life insurance.
[CUSTOMER][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] So did you try to call them and ask them for their address or can you not call them at all?
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh, I, I, I can, they have a number and they say all agents are, uh, are busy. I'll leave a message and I've left maybe 3 dozen messages over the last month and uh they never called back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] And so I've got a.
[CUSTOMER][NEUTRAL] Uh, I have them to send me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, the cash value of the policy, and of course it has the, the policy number and what the policy is worth, it's not for $10,000 but the cash value is, you know, it's over $28,000 because I've been paying my mother got it for me that's the reason I canceled it, uh, when she was living years and years ago.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I was about [PII] something, she took this out.
[CUSTOMER][NEUTRAL] And uh here I am [PII] and I just kept it all these years um out of sentimental value for anything otherwise, and uh I cannot get them to answer the phone, but they did send me this uh
[CUSTOMER][NEUTRAL] Uh, the premiums due on the [PII], and here it is, uh, you know, getting close and they haven't sent me any premium notice and I doubt they will.
[AGENT][NEGATIVE] Yes, sir. Well, I hate that you're dealing with that. I really do hope that you can get them on the phone, but yeah, they're not us.
[CUSTOMER][NEUTRAL] See, uh, this is a post office box, [PII], is their uh mailing address.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, it's a, it's a subsidiary of Core Bridge.
[CUSTOMER][NEUTRAL] And um I guess I could call Core bridge.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] That's what I would try. I would definitely try that and tell them that you've been trying the other number and you can't get anybody to call you back.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][POSITIVE] Yeah, OK, well I appreciate it very much, thanks.
[AGENT][POSITIVE] No problem. I hope it gets better for you and I hope you have a good rest of your day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, you too. Bye bye.
[AGENT][POSITIVE] Mhm. Thank you. Bye-bye.