AccountId: 011433970860
ContactId: 69773553-51e3-4d1a-a612-bd4cb9d3e8b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 926400 ms
Total Talk Time (AGENT): 299105 ms
Total Talk Time (CUSTOMER): 426618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/69773553-51e3-4d1a-a612-bd4cb9d3e8b5_20250108T15:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, yes ma'am. My name is [PII]. Um, I think my mother may have insurance with y'all, and she had passed away on the [PII], and I was looking on her bank statement and it shows this, um.
[CUSTOMER][NEUTRAL] This company is a poss this company is uh where she sends a payment to.
[CUSTOMER][NEUTRAL] To find out if that's correct or what I need to do or how to go about it. I can't find anything that shows other than her bank statement that she sends a payment to y'all.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And it could be a different um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Company, but I was just trying to find out some he gets the money.
[CUSTOMER][NEUTRAL] He sends money to American public insurance.
[CUSTOMER][NEUTRAL] So is that, would that be all?
[AGENT][NEUTRAL] Um, yeah, American Public Life, is, is that what you see?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, I can check and see if it's uh Mr. Body and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, my cell phone is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. All right.
[CUSTOMER][NEUTRAL] Like I looked through her house and everything, I can't find any anything that shows life insurance or burial insurance, so that's why I was kinda looking. I'm on her account with her.
[CUSTOMER][NEUTRAL] He has this and something from Aflac. I was just trying to touch base to figure out what I'm supposed to do or if it's even good or not good or even if it's the right company.
[AGENT][NEUTRAL] OK, sure. Um, and may I have, um, do you have the social?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, let me get it out of here.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] My mom's social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said the social was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's when I went
[CUSTOMER][NEUTRAL] Oh who was on the Broadway that way.
[AGENT][NEUTRAL] Do you know if she was the only one on the policy?
[CUSTOMER][NEUTRAL] Show me.
[CUSTOMER][NEUTRAL] Uh, I don't know, so my father's deceased and there's my sister [PII], my nephew [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I, I, you know, I don't know what all she had or didn't have when I was looking, like I said when I was looking at the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The bank statement that you know they're abbreviated so that's why I was kinda.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I typed it into my um I work for a police department and I was on my.
[CUSTOMER][NEUTRAL] Car computer and when I typed it in when it showed there this is the company that it showed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Do you by any chance know your father's social, maybe it was under him?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let's see if I have that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] No, I don't have a copy of it.
[CUSTOMER][NEUTRAL] Um, no, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So does she not show to have anything because it it shows a a um withdrawal from her checking account on today's date like I said it's abbreviated so it may not be this company um.
[CUSTOMER][NEUTRAL] So I think
[AGENT][NEUTRAL] Um, yeah, if it's a really old, old policy, um, sometimes it's under the husband or, um, sometimes, um, it is not gonna be with her social. So there's many, many ways or many things that may not let me find it just with the social or the name or, um, so the best thing to do, um, I don't know if you have gone over her stuff and see if you can find a certificate information, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I, I, uh, that house is dilapidated and it's full of just paperwork on top of paperwork and stuff so I can't find anything. I've looked for 40. She died on the [PII] and I've looked since then until today.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is uh another thing we can do because um yeah, with the information you have provided me so far, I cannot find anything. So um what you can do is send a request over to customer service for them to search for a policy, um, and you can send an email or you can send um a fax or mail or just anything indicating that um who you are.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, what's your relationship, um, you're gonna send in your mother's information, the amount that we're taking out, um, if you have like a confirmation number or anything like that, you can just add that to the email, um, your contact information.
[AGENT][NEUTRAL] And let us just check and see if we can find anything. If you can add your father's information, that would be great so we can go ahead and check because again, most of our old policies, they are under the husband's. Um, so, um, I would say that will be the next step because I was not able to pull it with the social or the name. um.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] So let me go ahead and give you um the email address where you can send it to, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] About 21
[AGENT][NEUTRAL] So you can send this request to um care team.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] Care what?
[AGENT][NEUTRAL] Care team.
[CUSTOMER][NEGATIVE] I couldn't understand
[CUSTOMER][NEUTRAL] Oh [PII]
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII] [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] But you've been with customer service, you can't find anything. Uh, let me see if I got my dad's social somewhere. Hold on. I got their military card. Let me see if I, if it's on there real quick before I go off the phone with you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, yes, no problem. Mhm.
[CUSTOMER][NEUTRAL] Now it's
[CUSTOMER][NEGATIVE] Fru frustrating, um.
[CUSTOMER][NEUTRAL] OK, I think I have my dad's social.
[AGENT][NEUTRAL] OK, let's try that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I like that.
[AGENT][NEUTRAL] OK, uh, here is something. Let me see what's this.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just find with that social, OK, so, um.
[CUSTOMER][NEUTRAL] Point out that
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let me go ahead and get um customer service department on the line so they can assist you on canceling this policy and um stopping the draft for this policy. Um, now, this policy is
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] Uh-huh, I'm sorry?
[CUSTOMER][NEUTRAL] Do you know what it does show what they have with you?
[AGENT][NEUTRAL] Incidental
[CUSTOMER][NEUTRAL] Oh, it's just dental
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, let me go ahead and get customer service on the line so at least we can stop that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, one moment, and can you verify the mailing address for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, their mailing address is [PII].
[AGENT][POSITIVE] OK, perfect. All right, Little Rock.
[CUSTOMER][NEUTRAL] So she didn't have
[CUSTOMER][NEUTRAL] Potentially y than dental.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] All they had with you was dental insurance.
[AGENT][NEUTRAL] Yes, yes, it was just Santa.
[CUSTOMER][NEUTRAL] No that that didn't cover my, that didn't cover my sister [PII] or [PII] did it?
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK, I just wanna be sure.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you today?
[CUSTOMER][POSITIVE] Hello, I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good. This is all. Um, I have a, um, OK, I have the son of an insured that passed away and um he's trying to stop the draft and cancel the policy, but he has not sent the, the certificate yet, so, um, I guess we just need to do probably a temporary stop on that draft, but um the policy number is 614373.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I got Mr.
[AGENT][NEUTRAL] Body, I think that's how you say it, unless it's booty, but I, I rather say body um on the line. I'm sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] At least by his last name, probably.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, gonna pull it up really quick and see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm OK. And he gave me the social and the address for verification for the, the mom, and she's the one that recently passed. Um, so I was able to find it like that, OK. And um I have a callback number of [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And let me know when you're ready.
[CUSTOMER][NEUTRAL] It's the sun, right?
[AGENT][NEUTRAL] Yeah, the sun. Mhm.
[CUSTOMER][POSITIVE] All right, I am ready, you can send him over.
[AGENT][POSITIVE] OK dokey. Here he comes. Thank you. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 2
[AGENT][POSITIVE] Thank you for holding and being patient for me. Um, I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Hello, good morning. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Every
[CUSTOMER][NEUTRAL] Alright, give me one second, man, man, I, I got a bro.
[CUSTOMER][NEUTRAL] OK, yes I'm sorry. Oh, alright, can you hear me very well?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I'm so sorry for your loss Mr. Body. Um, uh, I was just advised that your father passed away. Is that correct?
[CUSTOMER][NEGATIVE] No, my father's passed away several years ago. My mother just passed away on the [PII], and I was looking at her account and it shows that uh a um deal was taken out today I believe and um so I was trying to, um, I didn't know what it was because we've been trying to find any policies or anything that she has and um so I was just giving you a call because I guess this one's gonna need to be canceled or or whatever.
[CUSTOMER][NEUTRAL] All right, so from what I can see, it is um correct that the policy is still active um and we are only able to cancel it once we receive the uh death certificate. Um, I will. OK, I'm waiting to get those from the funeral home because he just died on the [PII].
[CUSTOMER][NEUTRAL] So would it be, let me ask you this, would it be easier for me to contact my bank and just.
[CUSTOMER][NEUTRAL] Start, um, because if I'm gonna have to close down her account, so would I still need to send y'all something?
[CUSTOMER][NEUTRAL] Um, let's see really quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it was being paid from her account. Yes, I, I would think it would be easier if you, um, probably put a block on to the account so we don't charge, um, any other month. um I will say that since this month is not um.
[CUSTOMER][NEUTRAL] Because this month is already paid, we will not charge until February. But the thing, um, I wouldn't think that it will take more than a week until we receive the paperwork, so, um. From the bank or? Yes, from you. If we receive the death certificate within a couple of days or a week, um, we won't be drafted for the next month. Um, as you stated before, what I see here, um,
[CUSTOMER][NEUTRAL] Your father was a policy holder for this um for this yes for this policy. He died several several years ago. Um, we would have to review as how um we will be providing back the money that has been paid on for the unearned premium, um, so we will be requesting probably both of the death certificates from your father and mother.
[CUSTOMER][NEUTRAL] So we can review um how is this gonna go.
[CUSTOMER][NEUTRAL] This policy with all my dad and not my mom.
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't