AccountId: 011433970860
ContactId: 818495f8-16d4-434e-8745-a8993f75460e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 750299 ms
Total Talk Time (AGENT): 265935 ms
Total Talk Time (CUSTOMER): 263862 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/818495f8-16d4-434e-8745-a8993f75460e_20250321T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Can you hear me OK?
[AGENT][NEUTRAL] Yeah, [PII], how's it going?
[CUSTOMER][POSITIVE] I'm good. I'm good. I'm good, thank you very much. I hope you're doing the way as well. Um, all right, so let me see if I can make this make sense to you. So my mother recently passed away at [PII] of age.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And as, and as I go through her file cabinet, I found a life insurance policy.
[CUSTOMER][NEUTRAL] Big and old, it's American Investors Life Insurance Company.
[CUSTOMER][NEUTRAL] And we wanna open the inside here, there's a letter attached, that's American Public Life Insurance Company, and there's a policy number. I need to see if this is a real policy or what this is all about if possible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, for sure, [PII]. What is the number that you have there, policy?
[CUSTOMER][NEUTRAL] I have a policy number 2-207285.
[AGENT][NEUTRAL] Wondering, let's see.
[CUSTOMER][NEUTRAL] And to give you a reference, this letter is dated [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm trying it under our old policy number cause maybe um it didn't come up right off the bat. I figured it might be an older one. Let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, let me just try by her name. We may be more effective that way. What was the last name?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] Thank you and then first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] Does she reside in [PII]?
[CUSTOMER][NEUTRAL] Yes, she did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It probably doesn't matter, but uh the policy that I have is about the size of a poster board, but it, uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, the, the, the policy number on the front of that's just 207285.
[AGENT][NEUTRAL] Yeah, it looks like we just needed to, uh, I just needed to add the extra 2 between the he in there, so.
[CUSTOMER][NEUTRAL] Didn't have the two
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] Um, OK, let's see.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] It doesn't look like it's active.
[AGENT][NEUTRAL] Um, I'm trying to see if I can find the date into which.
[AGENT][NEUTRAL] File.
[AGENT][NEUTRAL] It looks like the effective date and paid to date was, it was started back in [PII]. It did end in [PII].
[AGENT][NEUTRAL] And I don't see that there was any other active policies under her name.
[AGENT][NEUTRAL] Um, with us.
[CUSTOMER][NEUTRAL] Well, I certainly don't pretend to know what I'm looking at here. I've got a, I mean, the, the old big policy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And and the and the, the two letters that come with it, one of them.
[CUSTOMER][NEUTRAL] Since we're enclosing the above policy end doors as paid up insurance for $2580 in accordance with option two non-forfeiture.
[AGENT][NEUTRAL] Taxation.
[AGENT][NEUTRAL] Right. I see that. I see.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yeah, so I.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] Then there's a then there's a request for paid up life insurance so that's that same policy that my policy be continued as a non-participating paid up life insurance again for 25 quarters with the with the non-forfeiture provision.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] HP.
[CUSTOMER][NEUTRAL] And I request that the premium loan privilege which I previously requested be revoked.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, it looks like.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the notes, it looks like.
[AGENT][NEUTRAL] There was a letter since [PII]. It was a cash surrender, so it was closed out.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Cause then I see in this back file there was.
[AGENT][NEUTRAL] At one point, the value face amount.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so the policy was canceled, um.
[AGENT][NEUTRAL] Because I see the document.
[CUSTOMER][NEUTRAL] They can
[CUSTOMER][NEUTRAL] OK, did she did she cash it out? Is that what she did?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yeah, that's what she did, um, because there's a document in here signed from her back in [PII] stating that she was surrendering the policy for cancellation, so, and she got the cash value, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you just, is there a way for you to send me a copy of that or?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I just wanna lay this to I'm executive for a state. I'm just trying to lay it all the rest so.
[AGENT][NEUTRAL] Believe a lot of it's kind of the same information you have, but I can send you the file. It look, it's 48 pages total.
[CUSTOMER][NEUTRAL] I really just need the page that says that she surrendered it and cashed it out.
[AGENT][NEUTRAL] OK, let me see if I can just.
[CUSTOMER][NEUTRAL] If that's possible, yeah.
[CUSTOMER][POSITIVE] Yeah, I don't need 48 pages, I promise. I've got a, I've got a poster board right now. It looks like, uh, this thing's huge.
[AGENT][NEUTRAL] I know, I hear you. I hear you.
[AGENT][POSITIVE] It's right, it sounds like it. OK.
[CUSTOMER][POSITIVE] It's so funny. It's so funny.
[AGENT][NEUTRAL] Alright [PII], let me see what is a good email for you [PII]?
[CUSTOMER][NEUTRAL] Sure. It's Billings, B I L L I N G S tire, just like goes on your car, T I R E.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Southern Link, that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I mean if you have to send the whole file and I can open it I guess I can somehow maybe print out the one page I don't know but anyway.
[AGENT][NEUTRAL] Um, if you hang with me for just a second, let me see if I can clip this out of the file and I'll send it to you and we'll see if this works, OK.
[CUSTOMER][POSITIVE] That'd be great.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], where are you located?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Is it as [PII] as it is in in [PII]?
[AGENT][NEGATIVE] Oh, good night, 11. I'll tell you what, we have just had like 50, 60 mile an hour winds in the last few days. It's been terrible.
[CUSTOMER][POSITIVE] Oh yeah, that's, we, we laughingly say it'll blow your wig off if you go outside.
[AGENT][NEUTRAL] I mean, I ain't gonna lie.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Praise
[AGENT][POSITIVE] It is, it, it is. All right. I just sent that [PII], so hopefully it'll come through pretty quick and you can check it, make sure it's all right, um.
[CUSTOMER][NEUTRAL] Just crazy
[CUSTOMER][NEUTRAL] True.
[AGENT][NEGATIVE] But yeah, no, it's been, it's just been terrible. Um, and, you know, you'd think that, uh, people that have lived here for some time would just know to like kind of batten down the hatches, but no, there's trash cans flying everywhere, trampolines, you name it, Toyota, you know.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] We're, we're in [PII] and I swear Wednesday of this week, [PII] blew right through us. It's just crazy.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That is exactly what I need.
[AGENT][POSITIVE] Perfect, perfect, perfect, perfect. OK.
[CUSTOMER][POSITIVE] Bingo. Thank you, thank you, thank you, thank you, thank you, thank you. You know, I had a feeling that, you know, mom was [PII] old and she kept every piece of paper.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hey, yeah, you, you're not the only one, [PII]. we get these calls all the time, um, people saying, hey, not sure what this was, or, or, uh, yeah, or they have a policy with us that's ongoing that they didn't know about and we need to cancel it, you know, so.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Well, we, we, I ran into that. So mom was [PII] and she was actually, we had a business and she was my bookkeeper she was [PII]. She's amazing.
[AGENT][POSITIVE] That's fantastic. Yeah, yeah.
[CUSTOMER][POSITIVE] Nice.
[CUSTOMER][MIXED] Oh yeah, it was great, but uh, but she didn't throw anything away and she had great records.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so but but she, I knew she had a life insurance with a particular company and so I called and I couldn't figure out. I kept getting paperwork so we hadn't filed a claim, but yeah, we did. There were two policies.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][POSITIVE] And so I didn't realize that there were two policies, you know, and wait a minute, how can they be two in here or there, so it worked out this time. What worked out. So, OK, thank you so very, very much, and I hope you have a great weekend.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Fantastic.
[AGENT][POSITIVE] Hey, you too, Mr. [PII]. Take care.
[CUSTOMER][POSITIVE] Thanks uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.