AccountId: 011433970860
ContactId: 5d321a3e-b7da-4cd9-9250-8755c52ceff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 754070 ms
Total Talk Time (AGENT): 145511 ms
Total Talk Time (CUSTOMER): 300238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/5d321a3e-b7da-4cd9-9250-8755c52ceff9_20250418T16:17_UTC.wav
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[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. Um I'm calling regarding some property that, uh some land that my husband and I uh purchased from American Public Life back in the [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] We're having, the land is paid for. We're having a problem with some of the land owners there.
[CUSTOMER][NEUTRAL] Um, giving us access to our property. However, I've talked to someone and they asked me to call to see if when we purchased this land, if we had an insurance policy, if an insurance policy was paid on it.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I don't I don't know if you, I've got a, I don't know if you would still have this information from being there or not, but I have, do have a account number.
[AGENT][NEUTRAL] What's your last
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Um, you have the account number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the account number.
[CUSTOMER][NEUTRAL] 86-09000
[CUSTOMER][NEUTRAL] And that was under [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this, so we just do policies for like life insurance, cancer care. So you're saying that you actually purchased land from the company?
[CUSTOMER][NEUTRAL] Yes, we purchased the land from the American public life. I don't know how, uh.
[AGENT][NEUTRAL] OK, let me, uh, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Share
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thanks for holding. What state was that in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, that the land is in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I, so we only sell like policies for
[AGENT][NEUTRAL] Life insurance, cancer care, critical illness, dental. So I'm not sure.
[CUSTOMER][NEUTRAL] Yeah, yeah, I, I, I, I understand that. I don't know. I mean, but this is what we, that's who we were paying the payments to American public life. I still have all of them.
[CUSTOMER][NEUTRAL] Like paperwork and stuff from them.
[AGENT][NEUTRAL] OK, well, let me
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] You're still making
[CUSTOMER][NEUTRAL] I just need to know where I can.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, let me, uh, let me look up.
[CUSTOMER][NEUTRAL] So you all don't know anything?
[AGENT][NEUTRAL] Let me look up your last last name. What was your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your first name?
[CUSTOMER][NEUTRAL] Uh, well, my name's [PII]. It was under [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Not pulling that up in the system, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said that we're deducting money from your bank account?
[CUSTOMER][NEUTRAL] Yeah, it was
[CUSTOMER][POSITIVE] Well, you're not, no, not now. This, this, this has been way, uh this has been paid for back in, I mean, we purchased this land back in the early [PII] and uh it was paid off, I think like in
[CUSTOMER][NEUTRAL] Maybe [PII] or so, but
[CUSTOMER][NEUTRAL] The payments were being, we were, the payments were being made to American public life. And so I don't know how, I, I don't know how they came about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Selling land.
[AGENT][NEUTRAL] Yeah, I, I'm not aware of us ever selling land, so, um.
[CUSTOMER][NEUTRAL] But it's, but it's, it's paid, it's paid for, we, you know, got the con uh contract deed and all of that. But uh the problem that we're having, I just talked to a title company and they said to call you all to see if you all uh put uh
[CUSTOMER][NEUTRAL] Insurance on it.
[CUSTOMER][NEUTRAL] When it was purchased.
[AGENT][NEUTRAL] I'm wondering if
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I don't know if maybe it's being confused with American Republic.
[AGENT][NEUTRAL] We're American public life.
[CUSTOMER][NEUTRAL] Oh, yeah, that's what this says. American public, this, it says American Public Life. I've got this letter here and uh as a matter of fact, the person that sent this letter and signed it, I'm pretty sure I don't, I'm pretty sure they're not there anymore, but [PII], she was an investment administration.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Does it have an address on it?
[CUSTOMER][NEUTRAL] Uh, it has a post office box, but if this was in [PII], and then the telephone number that was on this uh letterhead, I called it and it's no longer in service.
[AGENT][NEUTRAL] And what's that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, let me, let me take down your number, um, if you don't mind. And I'm sorry, did you say your first name was [PII]? Is that right?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No. No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh yes, I'm so sorry, uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] What's a good callback number, uh, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um, OK, I will get this and that, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] OK, I'm gonna get this to a different contact and see if maybe they know something because this is um not.
[AGENT][NEUTRAL] I understand what you're saying. You hav[PII] a letter from us, so, um, I will get this to the appropriate party and see if they can give you a call back about this letter, and you said it was [PII], is that right?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII], yes. Investment Administration.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was from [PII]?
[CUSTOMER][NEUTRAL] Uh, this was, uh, this actual letter here was from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I say I know she's probably not there anymore.
[AGENT][NEUTRAL] And then you were calling us to find out about what?
[CUSTOMER][NEUTRAL] Uh, uh, the title company said to check with you all to see if the land, if, uh, had an insurance was, uh, insured.
[AGENT][NEUTRAL] OK, land.
[CUSTOMER][NEUTRAL] At the time that it was purchased.
[AGENT][NEUTRAL] Is there like an address for this land?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see. It's uh called [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, OK, let me pass us on to the appropriate party and then someone should give you a call back when we can figure out what's going on, OK?
[CUSTOMER][NEUTRAL] Oh, OK. I'm sorry for all the confusion, but I'm just trying to get, see where I can get some help from somewhere. It's we've got the Hatfields and
[AGENT][POSITIVE] Oh, no, no worries.
[CUSTOMER][NEUTRAL] The Hatfields and the McCoys. This is the Braggs and the Hawkins feud.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, I'll get this passed on. We'll see if we can get something resolved for you, OK?
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too.