AccountId: 011433970860
ContactId: a19c3e13-cb38-43a1-8070-81cf35212dae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 892929 ms
Total Talk Time (AGENT): 349693 ms
Total Talk Time (CUSTOMER): 304460 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a19c3e13-cb38-43a1-8070-81cf35212dae_20250204T17:47_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes sure, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm, I'm looking for a, well, my mother had a policy with
[CUSTOMER][NEUTRAL] Uh, public life insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I'm just trying to figure out if
[CUSTOMER][NEGATIVE] The information we have, like, is it still in, we're trying to figure out if it's an active policy. My mother just passed away on the [PII].
[CUSTOMER][NEUTRAL] And we're just trying to figure out if, if in fact she still has a policy with this, with this company.
[AGENT][NEUTRAL] OK. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I'm sorry. And Mr. uh [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you said your mother passed away on [PII], I mean, [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK. Um, and Mr. [PII], I'm sorry for your loss. Um, what is your, your policy number or your mother's policy number? Do you have that?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Uh, let me, let me check. Let me see if I have a picture of this.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Or I can look it up by her name or.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so, the policy, I have the policy number is 520,970.
[AGENT][NEUTRAL] OK. Let me look. Give me just a minute, Mr. [PII].
[AGENT][NEUTRAL] And you're wanting to see what type if her policy is active in the type of policy?
[CUSTOMER][NEUTRAL] Yes ma'am, so we can see if we can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. Mr. [PII], what is her name?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Her, her name is [PII]. Her maiden name is [PII].
[CUSTOMER][NEUTRAL] And on the [PII]'s [PII] is a maiden name.
[AGENT][NEUTRAL] OK. Now that policy number you said was 520,970?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's not her policy number. So give me one minute. I'm gonna look her up by her.
[AGENT][NEUTRAL] Name, let's try, you said [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Give me one minute. What state, um, did she reside in?
[CUSTOMER][NEUTRAL] And she resided in [PII] at the time.
[CUSTOMER][NEUTRAL] That's the address that's on this one is is our [PII] address.
[AGENT][NEUTRAL] OK, and what was her resident, what state did she live in when she passed away?
[CUSTOMER][NEUTRAL] Well, she, when she passed away, she was in [PII], but she was only in [PII] for about 2 months. But for, for, for the past 30 something years, she lived in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you happen to have her social security number by any chance?
[CUSTOMER][POSITIVE] Yeah, I can sell it to you it's.
[AGENT][NEUTRAL] Let me try it that way.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's see it's um.
[CUSTOMER][NEUTRAL] 1[PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I believe.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me one minute. Let me see if I can find her that way.
[AGENT][NEUTRAL] OK, on that policy, those numbers, were there any letters on those numbers?
[AGENT][NEUTRAL] In front of those or behind those numbers?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It just, uh, it just says, well, this is a letter from Public Savings Life Insurance of Charleston, and it's.
[AGENT][NEUTRAL] OK, now what's the name of the company?
[CUSTOMER][NEUTRAL] Public savings life insurance.
[AGENT][NEUTRAL] Public savings life insurance. Now we're American Public Life.
[CUSTOMER][NEUTRAL] The American public.
[AGENT][NEUTRAL] Yes, we're American public, not public line.
[CUSTOMER][NEUTRAL] Life
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So uh do you have a, do you have an office in [PII]?
[AGENT][NEUTRAL] No, we do not. Our, our home office was in [PII].
[CUSTOMER][NEUTRAL] No, OK, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh, so we, I'm looking for an office that may have been, I don't know if the, I believe that the company has probably merged with another company, but I don't know if it's still the same office.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, it could be held on for a minute. What did you say the name of it was?
[CUSTOMER][NEUTRAL] Uh, public savings life Insurance Company.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Hold on, let me see what I can find out.
[AGENT][NEUTRAL] Give me a minute here. I'm gonna see if I can find your number.
[AGENT][NEGATIVE] Hm, no, I can't.
[AGENT][NEUTRAL] Here is a number. I'm not sure, um.
[AGENT][NEUTRAL] Wait, hold on. No, that's not it.
[AGENT][NEUTRAL] Yeah, that might have been. Let me, let me continue. Let's see here. Let me give me a minute. I'm gonna try.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think we have her, but.
[AGENT][NEUTRAL] We'll double check here. Let me keep looking.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There's a lot of [PII], so.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Does it say what type of policy that is?
[CUSTOMER][NEUTRAL] Um, let's, um, go back to that one.
[CUSTOMER][NEUTRAL] What type of policy, uh, um.
[CUSTOMER][NEUTRAL] Uh, pay the policy contract this time.
[CUSTOMER][NEGATIVE] No, it does, it doesn't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It doesn't uh indicate.
[AGENT][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] Did she, what was her married name?
[CUSTOMER][NEUTRAL] Her married name was [PII].
[AGENT][NEUTRAL] Can you spell that last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On that policy, it does it say [PII] on that policy?
[CUSTOMER][NEUTRAL] It says [PII].
[AGENT][NEUTRAL] I'm still, OK, no, I'm not showing we have her, but what I would recommend is contacting, uh, the insurance commissioner's office in [PII] and ask them if they, they may have, um, information on who purchased those policies.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I am not showing we have them. What made you think that maybe American public life, you have anything that
[CUSTOMER][NEUTRAL] Well, I, when I, when I typed in.
[CUSTOMER][NEUTRAL] When I typed in like public life savings.
[CUSTOMER][NEUTRAL] These came up and then I thought that I saw uh
[CUSTOMER][NEUTRAL] I thought that I saw an address that was [PII], which was the address that I was looking for. So I called that number and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see. See, this one does says American public life, but when I asked for
[CUSTOMER][NEUTRAL] Public savings Life Insurance Company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I asked for that phone number they gave me your phone number.
[AGENT][NEUTRAL] Hold on here. I'm gonna look at something. I googled, I, I typed in who took over Public Savings Life Insurance Company.
[CUSTOMER][NEUTRAL] Public savings life insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they said Capital Holding Corporation took over public savings Insurance Company as part of its agency group.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it's taken over by somebody, OK.
[AGENT][NEUTRAL] Yeah, I'm just kinda looking.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Who bought, uh, here we go, who bought.
[AGENT][NEGATIVE] People, no, that's people's life. We're not.
[AGENT][NEUTRAL] We're looking for public, um.
[AGENT][NEUTRAL] Give me a minute, I'm still.
[AGENT][NEGATIVE] Oh, I don't know, it's not right.
[AGENT][NEUTRAL] And it says public life insurance company on the front of that policy.
[CUSTOMER][NEUTRAL] Public life.
[AGENT][NEUTRAL] A public life is what it says? OK.
[CUSTOMER][NEUTRAL] It says oh.
[CUSTOMER][NEUTRAL] It says public savings life Insurance Company.
[AGENT][NEUTRAL] Public savings.
[AGENT][NEUTRAL] Life insurance company.
[AGENT][NEUTRAL] So Public Savings Life merged with Capital Security Life Insurance Company in [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And then they merged with monumental.
[AGENT][NEUTRAL] Life insurance company.
[CUSTOMER][POSITIVE] Monumentals.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think I saw that one.
[AGENT][NEUTRAL] Either Capital Security Life or Monumental Life Insurance Company.
[CUSTOMER][NEUTRAL] Oh you went to I thought I saw that somewhere.
[CUSTOMER][NEUTRAL] OK, so I have to look on the up.
[AGENT][NEUTRAL] Yes, because I'm not sure we have her in our system.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Well, ma'am, I wanna thank you so much. Um, you've been more.
[AGENT][NEUTRAL] My pleasure. If that doesn't work, you might, you might want to contact the insurance commissioner in [PII] since it was purchased in [PII] or, or even [PII] or wherever that address is, did you say it was in [PII]?
[CUSTOMER][NEUTRAL] Yeah, I wrote that down. The search in [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, because you had to drive like when I, when I put in public savings life insurance company and, and go to just that title.
[CUSTOMER][NEUTRAL] It, it, when I click on that, it shows me, it says that the address is in [PII], you know.
[AGENT][NEUTRAL] Yeah, well, what I would do is that I would contact the either Charleston, um, that, um, insurance commissioner's office or New York's and ask them if they can maybe advise you who took that that that company over and a telephone number, and they may be able to help you or try the monumental life insurance company.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Over
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Monumental. I gotta write it down monumental.
[AGENT][NEUTRAL] M O N U M E N T A L Life Insurance.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Life insurance. OK, man, let me see.
[AGENT][NEUTRAL] And let's see um.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] But I also have Capital Security Life Insurance Company.
[AGENT][NEUTRAL] So both of them says Capital Security Life Insurance Company in [PII] and Capital Security later merged with Monumental, so probably check with Monumental Life.
[CUSTOMER][NEUTRAL] Cats
[CUSTOMER][MIXED] OK, but I still keep an eye out for Capital Security.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I went to a monumental.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK. I'm sorry, I couldn't help you. It's, oh, my pleasure. Is there anything else?
[CUSTOMER][POSITIVE] All right. Thank you so much. No, no, you've been a great help. You've been a great help. You give me, you gave me direction, you gave me insight, and that's just what I need and I appreciate you so much.
[AGENT][POSITIVE] Oh, my pleasure, Mr. [PII]. Well, is there anything else I can help you out with today?
[CUSTOMER][POSITIVE] No ma'am, you've you've done wonderful thank you so much have a good day have a wonderful day.
[AGENT][POSITIVE] Uh, well, thank you. Well, you, uh, thank you. You have a wonderful day. Thank you. You have one too, and thank you for calling American Public Line.
[CUSTOMER][POSITIVE] Thank you ma'am you're welcome.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.