AccountId: 011433970860
ContactId: 8e51728c-6509-44d1-961b-b160b43fbb4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1168540 ms
Total Talk Time (AGENT): 299770 ms
Total Talk Time (CUSTOMER): 333755 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8e51728c-6509-44d1-961b-b160b43fbb4f_20250217T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK, so this is gonna be a fun one and I've exhausted all resources including looking at company 22.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But I have, mhm, I have a nice lady on the line. Her name is [PII]. She spells it [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her callback number, [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She's calling because she's the executor of her grandmother's estate and her grandmother passed away.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But she has found this life insurance document for her grandmother.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With it is American Public Life. She initially gave me a policy number of 1-16769.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] She says her grandmother's name was [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And her social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] But I cannot find anything, [PII]. I've looked under just [PII], just [PII]'s both. I've even reversed them to [PII]'s instead of [PII]. I I can't find this policy.
[AGENT][NEUTRAL] OK. OK, got you.
[CUSTOMER][NEUTRAL] And she said she had lived in [PII].
[CUSTOMER][NEUTRAL] And it was taken out in like [PII]. She said it has two different dates on the document. One is like [PII], and the other one, I think, I didn't write it down, but [PII], something of [PII], so she didn't know if maybe that was just uh, anyway.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Exactly what the deal was with that but.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK. OK. And you said her name is [PII] on [PII] phone, [PII]?
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] OK, OK, got you. OK.
[AGENT][POSITIVE] All right, I'll sure try to find it.
[CUSTOMER][POSITIVE] Well, thank you, [PII] and if you do please let me know because like I said I've exhausted every way that I know how to look for one.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Right, and I bet, you know, if you hadn't found it and probably don't have, but yes, I will do what I can for sure. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK dokey. Well, thank you so much.
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][NEUTRAL] All right, [PII]. Talk to you later.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alrighty, bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hey, yeah.
[AGENT][NEUTRAL] Uh, this is [PII] in customer service. Um, [PII] was just telling me that we're trying to find a policy for your grandmother.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] I am just looking to see what, if I can find anything. Um, she told me everything she did and um was not able to find it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, I'm just looking and that social security number doesn't pull up anything.
[AGENT][NEUTRAL] Um, which really, um, for it to be as old as it is, that's not surprising because it, it was not a big deal to add Social Security numbers back then, um.
[AGENT][NEUTRAL] I am, I have just searched for [PII], just [PII], just [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because even if she had it and it lapsed, we should still have record of it.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, the paper that I have, it says American Public Life Insurance Company, Jackson, Mississippi, and this looks like it was an application for policy change and it is marked for.
[CUSTOMER][NEUTRAL] It says I hereby make application for and she selected paid up insurance.
[CUSTOMER][NEUTRAL] Um, and this is dated for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see, possibly is her middle initial [PII] by chance?
[CUSTOMER][NEUTRAL] Yeah, I wonder if it could have been um [PII]. That wasn't a middle name, but it was her birth last name.
[AGENT][NEUTRAL] OK, let me see if this could be it.
[AGENT][NEUTRAL] Um, was, she lives in [PII].
[CUSTOMER][NEUTRAL] No, it would have been [PII].
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] What was her birthday?
[CUSTOMER][NEUTRAL] The birthday was um [PII].
[AGENT][POSITIVE] OK, that's not hurt either. OK.
[AGENT][NEUTRAL] And one thing I am going to call over to um American Fidelity and see if they could possibly have her policy um because we were connected at one time and then we they broke it up into two separate companies so let me check with them and just see if they could have it on file um if you don't mind holding for a second, I am not finding it in our system, so I'm hoping they will have it. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I don't mind holding.
[AGENT][POSITIVE] Thank you. I appreciate that.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He show.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity.
[CUSTOMER][NEUTRAL] If you know your party's extension, you may dial it now. You can say why you're calling or press 9 for the menu. If you are an employer, say employer or press 2.
[CUSTOMER][NEUTRAL] I need a little more information to get you to the right place. For help with your insurance claim, leave requests or benefits questions. Say insurance or press 3. For help with your flexible spending account, health savings account, or
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] For help with accident, cancer, or disability insurance, say insurance or press 1. For help with life insurance, say life insurance or press 2. To make a payment, say make a payment or press 3.
[CUSTOMER][NEUTRAL] To help expedite your call, we can verify your account now, say or enter the last 4 of your Social Security number. To skip this step, say skip or press 1.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Sorry, we were not able to verify your identity. Please have your information available when you are connected to our team. I am connecting you now. Your call will be recorded for quality and training purposes. Your estimated wait time is 5 minutes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Instead of waiting on hold, log into your account to chat with us online. Visit [PII].
[CUSTOMER][NEUTRAL] You can find tutorials, frequently asked questions, videos, and other customer support tools at [PII].
[CUSTOMER][NEUTRAL] If you would like to receive a call back, say call back or press 1. Your call will be returned by the end of the business day. Otherwise continue to hold.
[CUSTOMER][NEUTRAL] Do you have an online account? You can file a claim, manage your personal information, and more. Visit [PII]register to create an account.
[CUSTOMER][POSITIVE] Hi, thank you for calling American Fidelity. My name is [PII]. How can I be helpful?
[AGENT][NEUTRAL] Hi, my name is [PII], and I'm calling from APL. Um, I have a lady on the phone who is looking for a life insurance policy that was on her grandmother, and it was issued in [PII]. Um, and she said that she has paperwork that has APL on it, but we cannot find her policy, so I was hoping possibly that y'all have it. Um, maybe I'm just trying anything I can think of.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I do have her social. Can you look it up? Um, I think, I appreciate it. Thank you. I don't know what to tell this lady at this point, so I'm just hoping, um, and I do have her on hold, but, um, but the social is [PII].
[CUSTOMER][NEUTRAL] I sure can. Let's take a look.
[CUSTOMER][NEUTRAL] I don't have anything for her, but my midcontinental might, is it OK if I place you on just one brief hold while I confirm with them?
[AGENT][POSITIVE] Thank you, yes, thank you.
[CUSTOMER][POSITIVE] Of course it'll be one moment thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm so sorry. We do not have anything for American Fidelity or Midcontinental Life.
[AGENT][POSITIVE] OK thank you I appreciate you looking.
[CUSTOMER][POSITIVE] Of course, sorry about that.
[AGENT][POSITIVE] No, that is fine. Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] I'm so sorry that took a few minutes they do not have anything on file either, um, but if you don't mind, uh, let me check with my manager and just see where we need to go from here, um.
[AGENT][NEUTRAL] Is it possible that you could fax or email that um top sheet that you're looking at just with.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, just possibly someone will know exactly what to look for with that, um.
[AGENT][NEUTRAL] Do you need my email address or fax?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me, I'm gonna get the picture first and then that way I can email it right over.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, alright and.
[CUSTOMER][NEUTRAL] OK, what's your email?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said her birthday was [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, I am sending the picture now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, I'll put my contact information in there just in case if by chance you needed.
[CUSTOMER][NEUTRAL] Um, if it needs further research.
[AGENT][NEUTRAL] OK, I will let you know what's going on, um, but do give it a couple of hours just give me time to um catch up with her and, and let her look at it, um, but I will be reaching back out to let you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry, it's such a, it's just hidden somewhere. Um.
[AGENT][POSITIVE] But that, that tops, whatever you're looking at, that will help. Yes, thank you.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, I just sent it over um and I put my number in the email.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Yes, ma'am. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] You are welcome. You too. Thank you.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye.