AccountId: 011433970860
ContactId: 73639b5c-f83b-4127-8673-55d7e86c83ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404690 ms
Total Talk Time (AGENT): 199653 ms
Total Talk Time (CUSTOMER): 186813 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/73639b5c-f83b-4127-8673-55d7e86c83ee_20250411T21:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good it's Friday we're just not done.
[AGENT][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Alright, so I was actually wondering, I don't know if you'd be able to help me or not. Um, I've got some callers on the line and they are their father, it's the father or the excuse me, it's the daughter and the spouse, and he had passed away. I guess he had a life policy with us back from like the [PII] and they're reading from the policy.
[CUSTOMER][NEGATIVE] That they have and it says American Public Life [PII] and everything that they're giving me though I cannot find this guy. They gave me his social, the policy number they gave me began with AR-19316, and I'm not getting anything and I don't know if there's I, I tried the company 22. I, I did just about everything and I'm not finding this guy, so I don't know what else we can try.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, let me see, hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I made a note about it. Let's see.
[CUSTOMER][NEUTRAL] I'm used to those older policy numbers beginning with the 9A but they kind of threw me off with the AR. I was like what?
[AGENT][NEUTRAL] Mm, yeah, those are the um older older policies. I'm trying to find, I know what we need to look at is the live cards.
[CUSTOMER][NEUTRAL] I tried putting even that in the old policy slot.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] I'm so glad you know. All right, uh, that is what I felt like I was grasping at straws.
[AGENT][NEUTRAL] No, you are fine. And the only reason I know is because I've already had one of these uh about a month or two ago.
[AGENT][NEUTRAL] Um, but I've got to remember where.
[CUSTOMER][NEUTRAL] Oh, really? OK.
[AGENT][NEUTRAL] I had to look.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, Li history cards.
[AGENT][NEUTRAL] OK, what was the policy number A?
[CUSTOMER][NEUTRAL] AR dash 19316
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] AR dash 19316.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Ha.
[CUSTOMER][NEUTRAL] You found it?
[AGENT][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Are you looking at my end?
[AGENT][NEUTRAL] No, uh, no, I'm looking in on base, um, it's probably gonna be a lapse policy since it's in the life history cards, um, let's see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I did not even think to look in on base. I was just assuming if I can't find it online it's not in Onase.
[AGENT][NEUTRAL] Well, so, and it's in a specific um folder in Onase it's not in an in the typical folder so you just have to know where to look.
[AGENT][NEUTRAL] Um, but it looks like this policy was cash surrendered back in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm pretty sure they will probably ask for that information because they were wanting to file a claim, um, do you, do we have a letter or any sort of correspondence that we could maybe forward to them?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, this thing is so old. It's a, it was like a card and you know those old um.
[AGENT][NEUTRAL] Cards to the library.
[AGENT][NEUTRAL] That you used to look, I don't know how old you are, but
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm [PII]. I have a library card though.
[AGENT][NEUTRAL] Well, it, it wasn't a library card. It was like these little cards in this wooden cabinet has these little drawers and it's just big enough for index cards and I can't remember what they called it though, but
[CUSTOMER][NEUTRAL] You mean the ones that people would write their names down, is that what you mean?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] For who's checking out what? Oh, OK.
[AGENT][NEUTRAL] No, uh uh, um, I mean these were even older than me, so, but I'm not much older than you. I'm [PII], um, but I live in a rural area, so my, my library still had one when I was young, um, but I, I don't know what we could send her other than like a certificate of coverage letter, um.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, see and I don't know, let's see if there's nothing in lion and I don't think I could make a hub, should I just get like a good address for them and then.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can contact you back to send them something.
[AGENT][NEUTRAL] Yeah, and I'm gonna get with [PII] and see what I can do. The only thing I'm thinking of is maybe a certificate of coverage letter because there's like with these old policies there's no there's no application. There's just this little index card that they've indeed that they've uh imaged in on base so all I have is like his policy number and like it's really old this policy was issued in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's crazy.
[CUSTOMER][NEUTRAL] See, but I
[AGENT][NEUTRAL] 0, 1967, it looks like.
[CUSTOMER][NEUTRAL] I'm like
[CUSTOMER][NEUTRAL] I feel like I've seen really old policies in lion before though. That's why I was kind of confused.
[AGENT][NEUTRAL] Yeah, but I
[CUSTOMER][NEUTRAL] But maybe the older ones I'm thinking are like the [PII]. I don't know. I guess when I think about it, maybe they weren't quite the [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yes. And I think that those these were already, that's why I was saying I thought it was gonna be lapsed because I think if it was still active, they would have put it into lion when, when they changed over. Yeah, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that makes sense.
[CUSTOMER][NEUTRAL] That makes a lot more sense. OK, and so like [PII] is if there's, you know, any problem with like HIPAA or whatever, she is the beneficiary and they saw it on the original policy so there shouldn't be an issue with sending her that info. So I'll get a mailing address or something if they need proof and then um should I just, I could send you an email I guess with that information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that'd be perfect, yes, and I'm gonna check with [PII] and see because like I said, all I know how to find is this card so I don't know anything about the original policy or.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Well, that's more than a thought, and I can't tell you how much I appreciate your help.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] Because I was like, what it doesn't make any sense. OK, well I will get that info and then I will shoot you an email. I appreciate you, memory. Thank you and I hope you have a great weekend.
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][POSITIVE] Thanks, bye.
[AGENT][NEUTRAL] Bye.