AccountId: 011433970860
ContactId: a47310f3-93cf-4ae0-841d-2128456f77f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 691400 ms
Total Talk Time (AGENT): 178482 ms
Total Talk Time (CUSTOMER): 320272 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/a47310f3-93cf-4ae0-841d-2128456f77f1_20250418T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I'm one of your customers.
[CUSTOMER][NEUTRAL] Uh, you there?
[AGENT][NEUTRAL] OK. Yes, I'm here.
[CUSTOMER][NEUTRAL] Oh, OK, um, I was calling because I need you guys to send me uh uh new forms so I can change my beneficiary on my account.
[AGENT][NEUTRAL] OK. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] No, I don't have my policy number with me, but, uh, um, everything else I pretty much can tell you.
[AGENT][NEUTRAL] OK, uh, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Uh, either one. Last name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII] and uh you want the whole horse or the last four?
[AGENT][NEUTRAL] Uh, let me pull, I'll pull it up by your last name. Let me see if I can find it.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] [PII] at [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, yeah, let's actually, if you don't mind, let's do it by your social because I've got quite a few um [PII] in the system. Uh, what is your social?
[CUSTOMER][NEUTRAL] You got that many [PII] on [PII]. I need tor myself.
[AGENT][NEUTRAL] I can't, no, I can't see, I can't see the address. I can only see name.
[CUSTOMER][NEUTRAL] 00, OK, OK, and the last four of my social is [PII].
[AGENT][NEUTRAL] Um, I, I can look it up by your, I have to have your full social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Yeah, I try not to say that out loud ever.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where we going right about now, I wonder will it still be there when I need it.
[AGENT][NEUTRAL] OK. Well, I'm not, would it be under anybody else's name?
[CUSTOMER][NEUTRAL] My so this this insurance policy should be under my name unless you guys switched it on [PII].
[AGENT][NEUTRAL] Let's try. Is it a life?
[CUSTOMER][NEGATIVE] Cause I ain't never stopped paying.
[AGENT][NEUTRAL] OK. Is it a life insurance policy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try, I'm not sure why.
[CUSTOMER][NEUTRAL] Yeah, and I've had it through 3 marriages. It can't be under nobody else's name but mom.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] What state are you in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And they get the money out of there every month from Wells Fargo, been doing it since the bank has changed names 2 or 3 times.
[CUSTOMER][NEUTRAL] No just no disruption in pay or.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEGATIVE] Wait just a moment, system's running just a bit slow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Is that where the was that the state that it was issued in?
[CUSTOMER][POSITIVE] It was issued in the state of [PII]. I got this policy back when I was young, and I kept it the entire time. Um I got it back in the, in the [PII], you know what I'm saying, back in [PII], something like that, [PII], I think, somewhere back there, I know, because I, I got this big policy because I wanted, if anything should happen to me, my children would have been taken care of through their high school years and college years.
[CUSTOMER][NEUTRAL] Yeah, I, I just still choose to keep it.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I, I'm glad I called you now cause now I got issues wondering.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Did my ex-wife, cause I'm no longer married to [PII], is her name anywhere near this policy?
[AGENT][NEUTRAL] Oh, I'm not pulling up the policy at all. Are you, so this is American Public Life, is that who you were trying to reach?
[CUSTOMER][NEUTRAL] Uh, American Fidelity.
[CUSTOMER][NEUTRAL] That's, that's who the phone number and everything he's on the paperwork with.
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] OK, this is American public life. We're not American Fidelity.
[CUSTOMER][NEUTRAL] OK. I, uh-huh, y'all all share the same phone number?
[AGENT][NEUTRAL] Um, no, I, it may have been so American Fidelity owns American public life, but we are two, separate entities.
[AGENT][NEUTRAL] Let me see if I can find.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEGATIVE] Yeah, cause I mean if you can find my name and figure out which department has my stuff cause if I die tomorrow, you're telling me my family couldn't even find me.
[CUSTOMER][NEGATIVE] And I've been with this thing since I was in my [PII]. I'm [PII] now, and that's, that's unnerving.
[AGENT][NEUTRAL] Well, American
[AGENT][NEUTRAL] American Fidelity does, I believe they sell life insurance as well, but we're two separate companies.
[AGENT][NEUTRAL] Um, let me see if I can find a number.
[CUSTOMER][NEGATIVE] Two separate companies under the same phone number. That's not good.
[AGENT][NEUTRAL] Well, and I don't that so what number did you call? [PII]?
[CUSTOMER][NEUTRAL] Yep, the number that's on my policy on the mail that comes in my house.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because if you said that my policy is not with you, what are the odds? What are the chances that I would actually have your number I was looking at my mail?
[AGENT][NEUTRAL] Yeah, and let's see. How do you spell your uh ex-wife's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you start out with the policy under an employer or was it just through uh your um just on your individual?
[CUSTOMER][NEUTRAL] Uh, I started out with, uh, an employer under [PII], but I've carried it with me to my new job, but I, but I, uh, my policy, uh, excuse me, excuse me. Uh, but see, I, but I pay for my policy but not through the job. That was just a perk to get it, but, uh, my insurance, I've carried that with me everywhere, and uh my, I've been at that job for decades, so.
[AGENT][NEUTRAL] That
[CUSTOMER][POSITIVE] They've been receiving money from me the whole time.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Even had the audacity just talking to you and it's coming across light bulbs coming on, they had the audacity to raise the rates on it here lately.
[CUSTOMER][NEGATIVE] And I'm, it's really bugging me the fact that I'm doing my part, and if something happened in my family could not get restitution, the whole purpose of me doing this.
[AGENT][NEUTRAL] And what was the name of your old employer?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was based out of [PII].
[AGENT][NEUTRAL] OK, and that
[CUSTOMER][NEUTRAL] I started working there back in the [PII].
[AGENT][NEUTRAL] [PII], is that [PII] [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII] 00 [PII], OK.
[CUSTOMER][NEUTRAL] Mhm he's Dutch.
[AGENT][NEUTRAL] I'm just making sure I'm trying everything before I, uh.
[CUSTOMER][NEUTRAL] Cause you guys are not open, you're only open Monday to Friday.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And was that [PII] was that [PII]?
[CUSTOMER][NEUTRAL] [PII] O H N K 00 L, Lincoln Mercury.
[AGENT][NEUTRAL] Show them ever in our system, so, um, let's see.
[CUSTOMER][NEUTRAL] So, it is when I left there.
[CUSTOMER][POSITIVE] I carried it with me. I've been with a different company since [PII], and I've never interrupted my insurance.
[AGENT][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] My insurance still gets taken out of my bank account at Wells Fargo right to this day.
[AGENT][NEUTRAL] So is the the payment that's deducted, does that say American Fidelity?
[CUSTOMER][NEUTRAL] I guess my that is supposed to uh let me see uh.
[CUSTOMER][NEUTRAL] Give me 1 2nd here while I pull up that bank account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Let's see.
[CUSTOMER][NEUTRAL] This is bringing up the account now uh let's see here.
[CUSTOMER][NEUTRAL] Yes, it says American Fidelity, $217.50 on the [PII].
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's, yeah, that's not us. So let me, let me transfer you over to American Fidelity. Um, do you want to write down their number just in case I lose you for some reason?
[CUSTOMER][POSITIVE] Oh, definitely. Let me grab a few.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Most definitely.
[AGENT][NEUTRAL] And I don't
[AGENT][NEUTRAL] I don't know why it would have our number on there because it's being deducted by, like I said, we're completely separate entities, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] uh, let's see, um, have to get me a pen real quick.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Uh, I can, I can hear you now.
[AGENT][NEUTRAL] OK. It's 800.
[AGENT][NEUTRAL] 662
[CUSTOMER][NEUTRAL] 800
[CUSTOMER][NEUTRAL] 662.
[AGENT][NEUTRAL] Yes, 111.
[CUSTOMER][NEUTRAL] Did you just secret question?
[AGENT][NEUTRAL] Yes, 662.
[CUSTOMER][NEUTRAL] Uh-huh uh-huh.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then I'm gonna transfer you. You want me to transfer you over there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes ma'am, I would I would truly appreciate that.
[AGENT][NEUTRAL] OK, all right. Uh, let me get them on the line and then uh that'll go through and then like I said, in case the phone call drops, you've got their number, OK?
[CUSTOMER][POSITIVE] Thanks. I really appreciate it.
[AGENT][POSITIVE] Thank you so much. I hope you have a good weekend.
[CUSTOMER][POSITIVE] Thank you.
[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.