AccountId: 011433970860
ContactId: af456fa2-c2cf-4b8d-be41-77f931ce0be4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1051900 ms
Total Talk Time (AGENT): 434864 ms
Total Talk Time (CUSTOMER): 460376 ms
Interruptions: 10
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/af456fa2-c2cf-4b8d-be41-77f931ce0be4_20250512T18:25_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Ma'am, I hope you can. I've been around the world. Uh, my name is [PII], and many years ago, we took out um a policy on my son and it's been paid up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I understand that you people bought out this, uh, it was under American Public Life Insurance Company in [PII].
[CUSTOMER][NEUTRAL] Can you check and see if you have.
[CUSTOMER][NEUTRAL] If you did purchase this policy, I, I mean this company or?
[AGENT][NEUTRAL] OK, Ms. [PII] before.
[CUSTOMER][NEGATIVE] I've never received.
[AGENT][NEUTRAL] Before we proceed, is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Is it possible to do what?
[AGENT][NEUTRAL] Get a callback number in case we get disconnected.
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][POSITIVE] Thank you for that, Ms. [PII].
[CUSTOMER][NEUTRAL] I've been calling around.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And, and I've been, I've been put on hold. I got disconnected 3 times. So I gave up a while back, but um I thought it was strange. One time they seemed to have located it, but they wanted my son to call back and I didn't understand why I paid for the policy and I'm the beneficiary.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, if it's a life policy, that's because if you're not the owner of the policy due to HIPAA, we're not allowed to release information, so that might have been it. But let me see what I can do to help you, Ms. [PII]. Um, OK, so we've been American.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'd appreciate it or people.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK you can just send a new policy.
[AGENT][NEUTRAL] OK. Well, we're gonna see what we find and how we can proceed. So we've been American Public Life for almost 100 years. We didn't take over any um American like there wasn't a separate American public life to my knowledge. Um, so if it's with us, yes, ma'am. If it's with us, it should be in here. So what's your son's full name, Ms. [PII]?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] It's to open.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. I have an old policy number. Would that help you?
[AGENT][NEUTRAL] Clean
[AGENT][NEUTRAL] Yes, ma'am. What is it?
[CUSTOMER][NEUTRAL] This is [PII], A as in apple, R as in Robert.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 25529
[AGENT][NEUTRAL] Alright, give me just a second.
[CUSTOMER][NEUTRAL] And he was [PII] old when we took this out.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I mean, I can have him call but we gotta have a good number. We've never been able to get into anyone that could tell us anything.
[AGENT][NEUTRAL] Yes ma'am, I understand. OK, bear with me. Those AR numbers are a little bit different on how we look up if you'll just give me just a second, it's been a while since I had to look one up.
[AGENT][NEUTRAL] I gotta remember there's a little technique for us to pull it up, so give me just a second.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So what's that.
[AGENT][NEUTRAL] And what was Mr. [PII]'s name, first name again, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna do a name search real quick bear with me.
[AGENT][NEUTRAL] Alright, we've got several Gs, bear with me. Let me go through the list.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][POSITIVE] I can give you his birthday if that would help.
[AGENT][NEUTRAL] It will. I just need to find.
[AGENT][NEUTRAL] Out which policy it is, bear with me.
[CUSTOMER][NEUTRAL] And it's strange. I have another policy.
[CUSTOMER][NEUTRAL] And it looks almost identical.
[CUSTOMER][NEUTRAL] It's called life and casualty, but it's a different amount.
[AGENT][NEUTRAL] That may be with a different company and I just found how you can, I can look up this number, so give me just a second, let me try it again.
[CUSTOMER][NEUTRAL] Uh, so [PII], you told me that recently you want.
[CUSTOMER][NEUTRAL] Somebody else, I don't know it's possible because I don't really know you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That's really the demographic that watches general but good figure um.
[CUSTOMER][NEUTRAL] That, yeah, I, I, it's showing.
[AGENT][NEUTRAL] It's still trying to locate the information. Just bear with me, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a different policy number on that other one, life and casualty.
[AGENT][NEUTRAL] Yeah, Life and Casualty is probably gonna be a different insurance company entirely from us. Um, we're just strictly American public life. We, we don't have any affiliation with Life and Casualty. So the number you gave me, I tried to pull up, but it's not pulling up anything, so I'm fixing to go back to doing the name search if you'll just bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] It was in uh [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I think it was taken out in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure. Let me see if I can see this a little bit better.
[AGENT][NEUTRAL] And you said that was AR 25529, right?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Uh-huh. It was issued in July.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said it's a paid up policy.
[CUSTOMER][NEUTRAL] And it's, I've got written on there paid up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it sounds like it's a life policy because that's the only policies that we generally have paid up but let me keep searching, bear with me, Miss [PII].
[AGENT][NEUTRAL] And back then we didn't, unfortunately, back then we didn't capture socials.
[AGENT][NEUTRAL] Um, because that was still, I guess, something that we didn't see necessary at that time, but now we do.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Other than that, I'd tell you.
[CUSTOMER][NEUTRAL] Well, you know, I called another number and I hope I, I didn't give out wrong information. I called another number and right off they asked for my social number and then we got disconnected.
[AGENT][NEUTRAL] Yeah, that's the last resort that we, we try not to ask for that information.
[CUSTOMER][NEUTRAL] I hope I
[AGENT][NEUTRAL] Just because
[CUSTOMER][NEUTRAL] They asked for it right up for.
[AGENT][NEUTRAL] Yeah, we, we try to go through different routes just because that's, that's kind of the HIPAA thing, you know, we're, we're, yeah, we're supposed to be careful of what we require, um, which we don't write anything down. We put stuff in the system, but to ensure your safety and comfortableness, we don't, we require that we don't do that.
[CUSTOMER][NEUTRAL] Personal.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your son's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, this is a disability policy and it's not active, so this isn't it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The person I spoke with months ago felt like they had found it, but they said my son would have to call them back.
[AGENT][NEUTRAL] Was it, and you said his name is [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me try [PII] and see if I can find something because all the [PII] that we have in the system are not life policies and they're not active and they're not an older policy in addition to that. So let me see if I can try [PII].
[CUSTOMER][NEUTRAL] They have it spelled [PII]
[AGENT][NEUTRAL] OK, let me do that.
[AGENT][NEUTRAL] I think I just spelled it wrong. Give me just a second.
[CUSTOMER][POSITIVE] So, so you want to have a good time and and uh have fun and.
[CUSTOMER][NEUTRAL] And I don't know what to do about it. I mean, I know.
[CUSTOMER][NEUTRAL] Either this one, I've got it marked paid up and then this other one.
[CUSTOMER][NEUTRAL] With that life and casual I can't find out who to contact on that.
[AGENT][NEUTRAL] Yeah, I think casualty sounds like it's a different company. Let me see if that while I'm waiting for the search. Let me see.
[AGENT][NEUTRAL] If it will pull up differently, bear with me.
[CUSTOMER][NEUTRAL] they
[CUSTOMER][NEUTRAL] And it looks like it was sold by the same person.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, it looks like it Life and Casualty Insurance is a company of [PII], but it was later acquired by American General Insurance Company of Texas.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] American Insurance.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] American General Insurance Company of Texas is what it's saying that life and casualty insurance was acquired by them.
[CUSTOMER][NEUTRAL] Do you
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you have their phone number on there?
[AGENT][NEUTRAL] Let me see if I can find a number.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Glitao and is fun and still live in. You just start to slow down a little bit on walks and seeing that you have some discomfort. The doctor diagnosed him with osteoarthritis pain and recommended that we try la.
[CUSTOMER][NEUTRAL] who are pregnant, conceived or breastfeeding should take extreme care to avoid self injection.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] back.
[AGENT][NEUTRAL] It's not pulling up any numbers for them, um.
[CUSTOMER][NEUTRAL] Did you work that
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] A call for my mom when she was diagnosed with Alzheimer's hesitation that may happen due to Alzheimer's.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And it doesn't look like we have a Glenn Cooper. It's just a [PII], which is, is a female.
[CUSTOMER][NEUTRAL] She started.
[AGENT][NEUTRAL] Let me try one more thing.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] If it hypothetical question, if it was not paid up, would you still have some type of record?
[AGENT][NEUTRAL] No, if it's not paid up, it wouldn't be in the system, but if it's paid up, it should be in the system still active.
[AGENT][NEUTRAL] And his first name is [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][POSITIVE] [PII] OK, I'm sorry about that. Bear with me. I just pulled up [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That can mean so many things even for children with moderate severe asthma.
[AGENT][NEGATIVE] There is no life policy in the system for [PII]. There's actually no life policy.
[AGENT][NEUTRAL] Active for any [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In here.
[CUSTOMER][NEGATIVE] OK, and it wouldn't even help if I made copies and fax it, would it?
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] Yes, if it's if you have something that has American public life on it, um, as far as our company letterhead, you can mail it to us or fax it to us, and then it'll give us a little bit more of an idea of what we're looking for maybe and and if it's something that wasn't paid up, of course it's not gonna be in our system but we do have archives that we can go through.
[CUSTOMER][NEUTRAL] it.
[AGENT][NEUTRAL] And we can research it a little bit more detailed if you like, you can send a copy of everything to us um via fax. I can give you the fax number if you wanna do that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, I, what is it?
[AGENT][NEUTRAL] The fax number is going to be [PII].
[CUSTOMER][NEUTRAL] Largest injury law firm in what we have.
[AGENT][NEUTRAL] 807.
[CUSTOMER][POSITIVE] 5 years we have won over $1 billion for clients.
[AGENT][NEUTRAL] 09.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What does this number sound familiar like it's your number? I spoke to someone um in [PII].
[CUSTOMER][NEUTRAL] And they gave me a number of [PII].
[AGENT][NEUTRAL] No, that's not us. Ours has always been [PII].
[CUSTOMER][NEUTRAL] They gave me another one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They gave me another [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, that's not any numbers affiliated with American Public Life.
[CUSTOMER][POSITIVE] About 5 star.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I thank you. And you don't have a num phone number.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] American.
[AGENT][NEUTRAL] No, ma'am. Give me those numbers again and let me see if I can pull up what that is. Give me one of the numbers again.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what that comes up.
[CUSTOMER][POSITIVE] I understand that that you um you know so so much wrote us a little call we'd love to hear it.
[AGENT][NEUTRAL] It says it's AIG American International Group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you wrote
[CUSTOMER][NEUTRAL] OK, what about this other number if you don't mind [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, uh-huh.
[AGENT][NEUTRAL] Alright, let me see what that pulls up as. Give me just a.
[CUSTOMER][POSITIVE] Hopefully we have something for you. Remember guys, when our team wins, [PII] wins. If we have a $10,000 winner on the show today, she gets $1000.
[AGENT][NEUTRAL] It's the same number, American General Life Insurance.
[CUSTOMER][NEUTRAL] And there, OK.
[AGENT][NEUTRAL] So it may be with American general Ms. [PII], you might wanna call them and see if that's who you spoke to and that's who found it and like I said earlier, it did come up that AIG did transfer over um the company prior to that of the documents that you have from.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I just don't know how I verify this other one if I, if I have it marked paid up, but anyway, I may fax all of it. Should I put it to your attention?
[AGENT][NEUTRAL] So it may be that's who it's with.
[AGENT][NEUTRAL] You can put attention customer service yes ma'am, and once we get it we will review it further and like I said, if we find anything we'll contact you if we don't find anything, you won't hear anything from us, um, but try those numbers again that you spoke to in April and I'm almost positive like, you know, when we were talking earlier and you were telling me about the other entity, the other entity was taken over by American general, so that may be where it's at.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] When the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then, thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] That's all thank you.