AccountId: 011433970860
ContactId: 5d220cf7-5431-46de-8eab-a814db84c9c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314119 ms
Total Talk Time (AGENT): 134710 ms
Total Talk Time (CUSTOMER): 143421 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/5d220cf7-5431-46de-8eab-a814db84c9c9_20250424T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling to verify some things please. um, I worked for LaGrange ISD.
[CUSTOMER][NEUTRAL] School district and what happened was I need to find out a few things um I don't know if you'll be able to pull me up to my social is that possible?
[AGENT][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] Alright, what is the social, uh, what is the social security number?
[CUSTOMER][NEUTRAL] And let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh, it, it's
[CUSTOMER][NEUTRAL] [PII]. My name is [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, allow me just a second while the system tries to pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what state is this policy issued?
[CUSTOMER][NEUTRAL] It was issued in [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am. My date of birth is [PII]. My home address is [PII] and I'm in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Thank you very much. And I do have here your policy number and how can I assist you today?
[CUSTOMER][NEUTRAL] OK, um, well, what happened was a couple of things. I had several things with American Public Life. Uh, do you see them listed there?
[AGENT][NEUTRAL] Mm, um, just a second. Yes, I do.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, for verification, I had life insurance with you.
[AGENT][NEUTRAL] Um, I only see um what seems to be just to verify.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] A cancer policy? Yes, it is a um, all I see is cancer policies.
[CUSTOMER][NEUTRAL] Because it's the cancel policy. I'm just looking back in [PII]. I thought I had a life policy with you also. I had American public life accidents.
[CUSTOMER][NEUTRAL] Do you see that?
[AGENT][NEUTRAL] Yes, I do. I see here the accident cancer policy and um just a second, I do believe this is a note here.
[AGENT][NEUTRAL] I'm looking through them because the codes kind of changed through the years.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But yes, I only see the cancer and accident policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and I don't know why I thought I had a life policy because you don't see a life policy.
[AGENT][NEUTRAL] Mm, no, I do not.
[CUSTOMER][NEUTRAL] OK, so because I think you guys only contract out for cancer and accident under like a group policy, correct? Like under school districts, is that correct? You do? OK, OK, OK, and what the issue is now I have retired and so um I'm not with the district anymore. I just do a little substitute teaching.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Mhm. Yes, that is correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I was trying to find out about picking up any of these plans.
[AGENT][NEUTRAL] Um, well, the
[AGENT][NEUTRAL] Records here don't show um an active policy for you since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] Yes, and what happened.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I was hired in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In the summer of [PII], so it, it became inactive probably when was the last time you had gotten a payment from the school district?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah, that's about right. OK, so, uh, was any of these policies available to me after retirement since I would still work for a school district?
[AGENT][NEUTRAL] Unfortunately, no. Um, if the policy would have remained active, let's say at the beginning of the year, um, [PII].
[AGENT][NEUTRAL] What it will be [PII], around the same time.
[AGENT][NEUTRAL] Let's say it could have had a year of lapsing period, but it would have started in [PII], and it could have been like active until now, you would have been able to afford it, but since it is not, um, unfortunately, we are not able because um the school district would have to pay all the way from [PII] to current.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, OK, OK, another question is, was there any cash value on any of these policies?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh, no, they do not hold a cash value.
[CUSTOMER][NEUTRAL] They do not hold the cash value. OK, that's what I needed to know. Thank you so much.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Mhm. All right. You're welcome and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.