AccountId: 011433970860
ContactId: 595c3025-dca8-4470-9969-dc03fd095804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 834539 ms
Total Talk Time (AGENT): 273095 ms
Total Talk Time (CUSTOMER): 265722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/595c3025-dca8-4470-9969-dc03fd095804_20250102T21:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My mother [PII] recently passed away and
[CUSTOMER][NEUTRAL] Did not realize she had this policy. I just.
[CUSTOMER][NEUTRAL] Noticed that um the account that I had with her got billed on the first and so I'm calling because I found a a card with a policy number.
[CUSTOMER][NEUTRAL] And I'm, I'm not even sure what type of policy she had or, or I just wanted to know if I could try to get some information.
[AGENT][NEUTRAL] OK. So first off, your mother recently passed away and she had a policy with us. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. Well, first off, I'm very sorry for your loss.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I can
[AGENT][NEUTRAL] What I'll need to do is to pull up the policy information, verify some things with you for security purposes, and then I'll be able to direct you a little further as to what we will need, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For you to do, OK? So give me your name again, please.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] My name is [PII]. It's spelled [PII]
[AGENT][NEUTRAL] OK. And the last
[CUSTOMER][NEUTRAL] [PII] initial [PII]
[AGENT][NEUTRAL] OK, and last name?
[CUSTOMER][NEUTRAL] [PII], just like the bird.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your mother's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 640-516.
[AGENT][POSITIVE] OK, thank you. So give me a moment to get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's taking just a moment.
[AGENT][NEUTRAL] OK. So first off, if you could please verify her date of your mom's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name was uh [PII], and her date of birth is [PII].
[AGENT][POSITIVE] Thank you. And the whole mailing address?
[CUSTOMER][NEUTRAL] The whole mailing address I believe she would have had listed would have been [PII].
[AGENT][NEUTRAL] OK, give me just one moment cause I'm having, uh, give me, give me, I'm so sorry, but one moment.
[AGENT][NEUTRAL] OK, and then the phone number that we would have had on file for her?
[CUSTOMER][NEUTRAL] She would have she would have had it listed as [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so now you said, um,
[AGENT][NEUTRAL] So this policy has not been active with our company?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said there was a
[CUSTOMER][NEUTRAL] There's 2.
[CUSTOMER][NEUTRAL] Yes ma'am, I've been, I've been getting the charge, um.
[CUSTOMER][NEUTRAL] Every month I'm, I'm looking right now so I can tell you the exact amount.
[CUSTOMER][NEGATIVE] Um, on the [PII] of every month, I've been receiving a charge from American Fidelity, A F E S A C H.
[CUSTOMER][NEUTRAL] And the charge has been for $44.20.
[AGENT][NEUTRAL] Um, let me see if there's
[CUSTOMER][NEUTRAL] Now, my wife just happened to find this American, you know, we were looking for anything with American f Fidelity on it. Um, and my wife happened to find this American fidelity groups, that's not to say.
[CUSTOMER][NEUTRAL] This is the actual policy that we've been paying on, there may be a different policy.
[AGENT][NEUTRAL] Cause, yes, sir, I'm with American Public Life. American Fidelity is gonna be different, but give me just a moment.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] To see if I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got, maybe this will help. The, the card she found it's like a business card, it says American Public Life Insurance Company at the top, a member of American Fidelity, that it has insured as my mother, coverage type as family.
[CUSTOMER][NEUTRAL] The policy number I just gave you this is Group 6911.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the the plan says GUAR.
[CUSTOMER][NEUTRAL] Period redo period cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's just, that's what what I'm asked. I don't have any other information for out another.
[CUSTOMER][NEUTRAL] Po.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So again, that policy and that premium that you're saying is being withdrawn is not the premium that was even on this policy that's no longer active with us, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try and see if another way. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your patience. I'll um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Searching another way.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] So I'm not.
[AGENT][NEUTRAL] I don't see any other policy. What I can do is I can transfer you, Mr. [PII], over to our customer service department to see if they can locate any other information um based on.
[AGENT][NEGATIVE] I mean, the policy number you gave me, it matches an old policy, but you said that, and the premium amount you're giving me is not.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, but you said that this is showing.
[AGENT][NEUTRAL] Your statement or what's being drafted is coming from American Fidelity now. Is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am. That is correct.
[AGENT][NEUTRAL] OK. So let me give you a phone number, um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then I can try and connect you over as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bu[PII] the other phone number I have is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And again, I will try and transfer you, but if for any reason our call drops, try that number.
[CUSTOMER][POSITIVE] And that's American Fidelity.
[AGENT][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they should now, but their policy number, it sounds like there's just some overlapping information because again, that premium amount did not match the policy number that she had with us. So they may have to look her information up a little differently, but I will try and get you connected. But before I do that, Mr. [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, not today, thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APL and I hope that you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][NEUTRAL] Yes, sir. One moment, please.
[CUSTOMER][NEUTRAL] You have reached American Fidelity Assurance Company's headquarters in [PII].
[CUSTOMER][NEUTRAL] If you need customer support, say menu or press [PII].
[CUSTOMER][NEUTRAL] To reach our local office, press [PII].
[CUSTOMER][NEUTRAL] If you know your
[CUSTOMER][NEUTRAL] Please wait while your call is being transferred.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity.
[CUSTOMER][NEUTRAL] If you know your party's extension, you may dial it now. You can say why you are calling or press 9 for the menu. If you are an employer, say employer or press 2.
[CUSTOMER][NEUTRAL] I need a little more information to get you to the right place. For help with your insurance claim, leave requests or benefits questions. Say insurance or press 3. For help with your flexible spending account, health savings account, or health reimbursement arrangement, say reimbursement accounts or press 4. For help with annuities, say annuities or press 5. To make a payment, say payment or press 6.
[CUSTOMER][NEUTRAL] If you are leaving your employer or retiring and want to keep your policy, say keep my policy or press 7. For help with your online account, say account or press 8, or to repeat these options, say repeat or press 9.
[CUSTOMER][NEUTRAL] I need a little more information to get you to the right place for help with your insurance claim, leave requests or.
[AGENT][NEUTRAL] Policy information.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity's policy continuation team. If you know your party's extension, you may dial it now. Otherwise, stay on the line and we will be with you shortly.
[CUSTOMER][NEUTRAL] To help expedite your call, we can verify your account now, say or enter the last 4 of your Social Security number. To skip this step, say skip or press 1.
[CUSTOMER][NEUTRAL] Sorry, the number you entered is not valid. Say or.
[CUSTOMER][NEUTRAL] Sorry, we were not able to verify your identity. Please have your information available when you are connected to our team. Your call will be recorded for quality and training purposes. Your estimated wait time is less than 5 minutes. Your call is important to us, and we will be with you soon.
[CUSTOMER][NEGATIVE] They weren't billing us.
[AGENT][NEUTRAL] Mr. [PII], I'm gonna try and transfer you again, but let me give you a [PII] number. I gave you a direct line. Let me give you a different number also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's OK, first off, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when I do connect you, there's gonna be a lot of different prompts. I'm gonna try and go through the prompts, but I can't tell you like.
[AGENT][NEUTRAL] What numbers to push based on if I stay on the line to try to connect you with someone. So if you would like I can just release you to where you can hear all of the prompts.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Or I can, it, it's whichever you prefer, I'll be more than happy to do either.
[CUSTOMER][NEUTRAL] Sure, that'd be fine.
[CUSTOMER][NEUTRAL] I I'll
[AGENT][NEUTRAL] OK. All right. But again, that phone number is [PII], and I will connect you back over.
[CUSTOMER][NEUTRAL] I'll let you
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome.