AccountId: 011433970860
ContactId: 90e8089e-ec36-440c-a77c-8bc7f6e6f480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503910 ms
Total Talk Time (AGENT): 173511 ms
Total Talk Time (CUSTOMER): 210418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/90e8089e-ec36-440c-a77c-8bc7f6e6f480_20250527T13:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], and I was wanting to get some information on the policy.
[AGENT][POSITIVE] OK, well, I can definitely help you with your policy. And may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK, it'd be [PII].
[CUSTOMER][NEUTRAL] 0237.
[AGENT][NEUTRAL] All righty, your policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 1668132
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you spell the last name for me please, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] The phone went in and out. Did I hear you right?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, good. Hold on one second.
[AGENT][NEUTRAL] I thought I missed something.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And would it be under [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, let's see, let me look at it here.
[CUSTOMER][NEUTRAL] Should be under [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The reason I'm asking is because that policy number.
[AGENT][NEUTRAL] Didn't pull up a policy. It was a it was a different member. On your card, do you see APL to the top left?
[CUSTOMER][NEUTRAL] Well, here's what we have here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My mom, I guess, carried.
[CUSTOMER][NEUTRAL] These policies on us.
[CUSTOMER][NEUTRAL] Uh, I guess maybe when we were children. Anyway, she passed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In, uh, November of last year. And now I was getting automatic droughts.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, um, I guess these policies, so I know nothing about them other than I got a letter, uh, a couple of days ago for American Lives telling me that, uh, uh, the premium hasn't been paid because I, I actually closed out her account.
[CUSTOMER][NEUTRAL] Uh, at the bank. So that's, I'm kind of running backwards here on this, and telling me that the grace, uh, has, uh, as in or about the, we're in the grace period. So, uh, I actually have 3 here, one for me, my brother and my sister.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess that she was paying the automatic drought on.
[AGENT][NEUTRAL] Hm, OK. OK, what's her, what was her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] And I have her date of birth if you need that.
[AGENT][NEUTRAL] And it's for American public life.
[CUSTOMER][NEUTRAL] Well, it just says IA American Life Insurance Companies is what the headings saying.
[AGENT][NEUTRAL] And it's [PII], I'm just, it might, I'm thinking it's a different insurance company, but I'm gonna look under her first just to make sure. Um and you said her name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] I did a routing number on this with the bank and it showed up another insurance company and I contacted them. They would want to call me back to you guys.
[CUSTOMER][NEUTRAL] That's been several months ago.
[AGENT][NEUTRAL] OK, I'm gonna figure it out. Hold on one second, [PII]. We only have one member with your last name, but she has a different first name. So, oh, I'm sorry, what were you getting ready to say, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] She had
[CUSTOMER][NEUTRAL] We had 3 other policies with you guys and we settled those already.
[CUSTOMER][NEUTRAL] Uh, you know, after her, her passing, but, uh.
[CUSTOMER][NEUTRAL] I had questions of why, you know, and then the automatic draft number went down, you know, the premium did and I, I never could figure out what's going on till I got these letters a couple of days ago.
[AGENT][NEUTRAL] What state are you in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] When I put in.
[AGENT][NEUTRAL] OK, do you have any of the other was it all under one account number or were there other account numbers because that one dash.
[CUSTOMER][POSITIVE] Oh they're they're all safe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They're all separate accounts.
[AGENT][NEUTRAL] Can I have one of those? I can try to search for those as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh, only, OK. Next one on my sister was [PII].
[CUSTOMER][NEUTRAL] And it's 1-668132.
[AGENT][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] And then I have one brother here, [PII]
[CUSTOMER][NEUTRAL] And evidently they were all of the same uh draft amount.
[CUSTOMER][NEUTRAL] And I got the number on him if you want it.
[AGENT][NEUTRAL] Is it, it does it is it kind of the same form of that one dash?
[CUSTOMER][NEUTRAL] Well it's a different number now uh it's 1-659-466.
[CUSTOMER][NEUTRAL] He was born quite a bit later than us, so I wonder if she had taken this out when he was born.
[CUSTOMER][NEUTRAL] But she's born in [PII].
[AGENT][NEUTRAL] When I put in, and you said it says IA American Life.
[CUSTOMER][NEUTRAL] Yeah, that's the heading I got. It says IA American Life Insurance Company, uh, [PII].
[CUSTOMER][NEUTRAL] And it's regarding return check, you know, since I guess I shut the account down then.
[CUSTOMER][NEUTRAL] It a key that this premium wasn't paid.
[AGENT][NEUTRAL] Oh, OK. Uh, the reason I'm asking is this, am I in the
[AGENT][NEUTRAL] This sounds like because we only have one person with your last name in our system, and it's none of the names that you've given.
[AGENT][NEUTRAL] And then the format of this policy number isn't one of American public life. But when I look up IA American Life, like just Google, that is, that is an insurance company, it's bringing up American Amicable group.
[AGENT][NEUTRAL] But it is a life insurance. So I don't know, I can ask.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It gives me a number if I wanna pay my premium I guess I could try that.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, and I have a um
[AGENT][NEUTRAL] I'm trying to get a, there's a customer service number here for them as well.
[AGENT][NEUTRAL] I don't know if this is who you're looking for. I just typed in IA American Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so it gave me
[CUSTOMER][POSITIVE] OK, you'll give it
[AGENT][NEUTRAL] 80736.
[AGENT][NEUTRAL] 7311.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, uh, all right, we'll give that a try and see, uh, see what we can find out.
[AGENT][NEUTRAL] All righty. Well, was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye bye.