AccountId: 011433970860
ContactId: b08bd54a-db31-4da5-909a-11e6345387d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411260 ms
Total Talk Time (AGENT): 102199 ms
Total Talk Time (CUSTOMER): 152549 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/b08bd54a-db31-4da5-909a-11e6345387d0_20250527T19:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm calling. I have a life insurance policy that my father bought me in [PII] that has matured, and I spoke to the uh state insurance board, and they said your company acquired the company, this policy was issued through to give y'all a call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm kind of at the stages of what do I need to do, what information do I need to give you or how do I handle it?
[AGENT][NEUTRAL] And so the policy was under your name or your, or your father's?
[CUSTOMER][NEUTRAL] It, it was an insurance policy on me and gained maturity when I turned [PII], but that's the year my father passed away, so I didn't handle anything and it's been sitting on a shelf and so now I'm working on how I collect on it.
[AGENT][NEUTRAL] OK. Um, what's your last name?
[CUSTOMER][NEUTRAL] OK, you want my maiden last name which is what the policy was under?
[AGENT][POSITIVE] Yes, that'd be great.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] [PII] yes, ma'am.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I have all the other information if I can help you in any other, I have the actual policy.
[AGENT][NEUTRAL] Oh, OK. What was that?
[CUSTOMER][NEUTRAL] It was, it was through American Investors Life Insurance Company if that helps and the policy number was 209214.
[CUSTOMER][NEUTRAL] The effective date was [PII].
[AGENT][NEUTRAL] And what is your birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then could you verify um.
[AGENT][NEUTRAL] Do you know what address would have been on there?
[CUSTOMER][NEUTRAL] Oh, let me look, uh, at that time we were living in [PII]. No, it was [PII], but I was only like 3, so.
[CUSTOMER][NEUTRAL] Let me see if it has an address on here anywhere.
[CUSTOMER][NEGATIVE] No, I don't see an ad. Hang on, I'm looking through all the pages. Oh wait.
[CUSTOMER][NEUTRAL] Uh, OK, on the actual application that he filled out?
[CUSTOMER][NEUTRAL] Uh, residential address with Sun Oil camp.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, it looks like
[CUSTOMER][NEUTRAL] Didn't actually have a number.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] The address we have on
[CUSTOMER][NEUTRAL] I'm sorry, say what?
[AGENT][NEUTRAL] The address we have on file is from [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 00, hang on, yes, um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then you're wanting to find out about what the policy, how much it's for, or are you wanting to like draw it or?
[CUSTOMER][NEUTRAL] Right, right, what we're wanting to do is cash it in.
[AGENT][NEUTRAL] OK, OK, let me see.
[AGENT][NEUTRAL] Make it, I.
[AGENT][NEUTRAL] I think our customer service department handles with that, but let me make for sure, can I place you on a brief hold?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much. Thank you so much for holding. Uh, I'm going to, um, our process is to put in a request to have our customer service team give you a call back. They'll be able to give you the cash amount of the policy and then talk about steps of how to cash it out. Um, what is a good telephone number for you in the next 24 hours?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me give you your policy number too, just so you have it. It's 130.
[AGENT][NEUTRAL] 395.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Got it. And when they call, does it show your company name? Just because I have a sick husband and everybody in the world is spam calling us trying to help us, you know, insurance companies, and we provide this. I don't answer a lot of them.
[AGENT][NEUTRAL] Um, I don't think that it does.
[AGENT][NEUTRAL] It might. I'm not, I actually, I'm not sure. Um.
[CUSTOMER][NEGATIVE] That's OK. I'll just answer everything for the next 24 hours. I just get tired of telling them, no, no, no, no, you know.
[AGENT][POSITIVE] Oh sorry about that.
[AGENT][POSITIVE] Yeah, I get it, yeah, totally understand, yeah, um, but yes, I'll put this request and you'll receive a call within 24 hours and then we can get this account wrapped up for you, OK?
[CUSTOMER][POSITIVE] OK, I appreciate your time.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.