AccountId: 011433970860
ContactId: 6782ad11-daf3-4e2a-9cbd-5a129b2f3720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 706130 ms
Total Talk Time (AGENT): 171801 ms
Total Talk Time (CUSTOMER): 417447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6782ad11-daf3-4e2a-9cbd-5a129b2f3720_20250424T20:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling HTL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, my mother had a policy with y'all and she passed in February and y'all are still pulling her $14.15 50 cents premium out at her bank and unfortunately I do not have her account number because I'm not sure which one of these mini insurance policy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Envelopes belong to you guys. Uh, premium is $14 150 cents a month.
[AGENT][NEUTRAL] Yeah I understand.
[AGENT][POSITIVE] OK, Miss [PII], we can try to find it and see what we can do and um my condolences.
[CUSTOMER][NEUTRAL] You want me to see if you need the address for her per chance?
[AGENT][NEUTRAL] Um, no, um, if, do you have her social by any chance? That would be the fastest way of finding it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, so.
[CUSTOMER][NEUTRAL] He, I've been carrying her information for about 2 months now and I think I left it at home today.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, let's see if I can figure out what it is.
[CUSTOMER][NEGATIVE] I think these other things that I've got it got it on there. I don't think it does.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] She has several supplement policies and I'm so sorry. She is our address was in [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And it was probably
[CUSTOMER][NEUTRAL] I just know it pulls every month. It pulled on [PII], and [PII].
[AGENT][NEUTRAL] In the middle of the month. OK. um, what is the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], uh [PII]
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said [PII]. What
[CUSTOMER][NEUTRAL] You may have it in there, but I'm not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, do you know the address by any chance?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I was a secular and my brother all getting all up in the air because his insurance payments keep coming out on her. She's already died and I'm saying, well, I've got to find a phone number or something on them.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm, I'm actually looking at your, your, your withdrawal in the bank. That's why I know the date that you pulled them, but, but all it said was the insurance premium American Public PPD. That's some other numbers out there, but I don't know if it means anything to you, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, well, I did find um something with us. I can go ahead and get customer service on the line so they can give you instructions on what we're gonna need and see if they can stop the draft, OK? Um, do you mind, um, providing me a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, you can call me back on, excuse me, on my cell phone number. Is there something I need to give them that you've got, so I'll have it in case I get cut off.
[AGENT][NEUTRAL] Um, I
[CUSTOMER][NEGATIVE] Excuse me, my throat's messed up.
[AGENT][NEUTRAL] Yeah, I'm not gonna be able to release any information because um we don't have, yeah, some, you know, we don't have authorization. But um yeah, let me have just um a callback number, so just in case.
[CUSTOMER][NEUTRAL] I got you, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. All right, so let me go ahead and get them on the line.
[CUSTOMER][NEUTRAL] I have this with most of the time.
[AGENT][NEUTRAL] OK, and yeah, if we get disconnected, I'll call you back or she will call you back on the customer service. If, if not, if anything, um, you can call back and just the name, the name and the address will pull the account, OK? Bear with me just a minute.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is your, what is your good phone number?
[AGENT][NEUTRAL] Um, it's the [PII]. We don't have like a specific number. Uh, it's the [PII]. Yes. Mhm. Yeah. That's correct.
[CUSTOMER][NEUTRAL] OK, the number I dialed.
[CUSTOMER][NEUTRAL] [PII] now.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Is your is your total name American Public Insurance or?
[AGENT][NEUTRAL] Right. American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK. It was OK. I, I've seen life and then I saw PPD and I wasn't sure y'all were the same people.
[AGENT][NEUTRAL] Oh, OK. Uh, no. OK, one moment. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling IPO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a, um, daughter of a member that passed on the line and she's trying to see um to see if she can stop the draft, um, but you can give her instructions, um, so she can send it. We don't have the death certificate or anything. Um, the policy number is 429726.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And the name of the daughter is [PII].
[AGENT][POSITIVE] And a callback number whenever you're ready I can give you that.
[CUSTOMER][NEUTRAL] Um, married, married.
[AGENT][NEUTRAL] Uh, [PII], mhm.
[CUSTOMER][NEUTRAL] OK and her callback number.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] All right, you can transfer.
[AGENT][POSITIVE] OK. OK, thank you. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] You're welcome. Bye bye. Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm OK. I'm trying to get a piece of paper so I can write down what we say because I don't have a real good memory anymore. It never was real good, but
[CUSTOMER][NEUTRAL] Yeah, OK, and your name is [PII].
[CUSTOMER][POSITIVE] Yes ma'am, correct. OK, yes, right now what you need.
[CUSTOMER][NEUTRAL] OK, she was saying that we needed to cancel the policy, um, because your mother had died had died, yes, on [PII]. Can y'all put the money back that you drew out after February on March and April so far?
[CUSTOMER][NEUTRAL] Um, well, what we will need is a copy of her death certificate, uh, just a copy. It does not need to be an original or anything and send that in and we can refund any premium back too.
[CUSTOMER][NEUTRAL] But we, we can't deposit it into our account, but we'll have to to mail a check.
[CUSTOMER][NEUTRAL] OK, so when you mail it to you just make it payable to me then?
[CUSTOMER][NEUTRAL] I'm her daughter. I'm a secutor.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, just put your name and address, uh, along with it and so we'll know where to send it.
[CUSTOMER][NEUTRAL] Now do you, do you want me to, uh, uh, to mail it to you the copy or do you want us to go online with you?
[CUSTOMER][NEUTRAL] Oh, you can, you can email it to us or email it, OK, what's the email address? That's what I'm trying to think of.
[CUSTOMER][NEUTRAL] What is that email address?
[CUSTOMER][NEUTRAL] [PII]. OK, got you [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Was this a life policy or a supplement policy?
[CUSTOMER][NEUTRAL] This was a cancer policy.
[CUSTOMER][NEUTRAL] Cancer policy
[CUSTOMER][NEGATIVE] I should have known that that's about how much my cancer policy.
[CUSTOMER][NEUTRAL] I knew she had that and she had a long term care policy and you know, that kind of stuff and I don't know which one is what, you know, right, and I send this uh copy of death certificate to here.
[CUSTOMER][NEUTRAL] With my name
[CUSTOMER][NEUTRAL] And address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I did have the policy canceled so it won't keep drafting. Can, can you give me a policy number or something for I, I, I, where y'all know what it is when I send it because I don't, I don't know which one of these policies is yours.
[CUSTOMER][NEUTRAL] OK, it's 429.
[CUSTOMER][NEUTRAL] 726.
[CUSTOMER][NEUTRAL] 429726 and that's the policy number.
[CUSTOMER][NEUTRAL] Yes ma'am, correct. OK, now is there a phone number that's good to reach y'all back if, if I've got questions that my brain suddenly thinks of?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 1-800.
[CUSTOMER][NEUTRAL] 256-860-6
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, should we ask for you or?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, yeah, you can ask for me. Uh, my extension is [PII] as well as, you know, when you dial in the [PII] number, uh, you can push in my extension.
[CUSTOMER][POSITIVE] OK, great. I appreciate you, [PII].
[CUSTOMER][NEGATIVE] I don't know if I'm ever gonna get all this stuff straightened out.
[CUSTOMER][POSITIVE] Is there anything else, one of my brothers thinks I'm going too slow on this stuff, and the other one is kind of like, I know it takes time, you know. Right, I've been through all this. Alright, well thank you for calling APL and I'm very sorry for your loss.
[CUSTOMER][NEGATIVE] Yeah, me too. Yeah, I got so mad at that hospital for not taking better care of her, but you know, I couldn't, I couldn't hold a gun to their head and make them do anything, I guess. I didn't have one to hold, but I wouldn't know if I'd had it, so.
[CUSTOMER][NEUTRAL] I show him something, you know, I mean, you know.
[CUSTOMER][POSITIVE] No, anyway, but thank you very much and you have a good day. Alright, you too. Thank you. Bye bye.