AccountId: 011433970860
ContactId: badbad8b-4c21-46ae-a917-24bee8e7ed17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 803799 ms
Total Talk Time (AGENT): 234641 ms
Total Talk Time (CUSTOMER): 150977 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/badbad8b-4c21-46ae-a917-24bee8e7ed17_20250415T19:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, my dad has passed away and I have a life insurance policy, and I was told that your company bought, uh, my dad's life insurance policy, um, I don't know when, but I have this, uh, policy number.
[AGENT][POSITIVE] OK. Well, I'm definitely sorry to hear about your loss, um, but I'll be more than happy to help you with the policy. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the policy number?
[CUSTOMER][NEUTRAL] 134
[CUSTOMER][NEUTRAL] 603.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And, um, can you
[CUSTOMER][NEUTRAL] You said your name is
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] You said your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um, what's the, what's your dad's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so this policy is bringing up a different member. Hold on, let me do you have his full social?
[CUSTOMER][NEUTRAL] Uh, yeah, hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] And tell me the name of the company again please.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I've been trying since January to get this taken care of and uh I just now found the name of the company that bought my dad's original company.
[AGENT][NEUTRAL] And it's American Public Life?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEGATIVE] OK, um, the last name, well, you know what, let me try a different screen because this one just messed up. Hold on one moment.
[AGENT][NEUTRAL] You said the last name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you, um, I'm writing it down. Can you repeat the first name for me?
[CUSTOMER][NEUTRAL] [PII], [PII] Yeah, and [PII], it's under [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, let me do this because I don't know if my sys, looks like my system is down. Do you mind if I place you on just a brief hold? I'm just gonna log out and back in and try to search again.
[CUSTOMER][NEGATIVE] Uh, not at all, not at all.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, Lord [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] After all.
[AGENT][NEUTRAL] OK, I don't see a [PII].
[AGENT][NEUTRAL] Let's try [PII] because she said [PII].
[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So everything's back up and I've started searching. Um, do you mind giving his social again because I tried the first and last name, but I do not see a policy for him. Um.
[CUSTOMER][NEUTRAL] OK, no problem. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I tried um I tried [PII], then I tried [PII], then I tried [PII], um, so now I'm gonna see what happens with the social.
[AGENT][NEUTRAL] Um, do you know if he, well, all of our policies are to the employer. Do you, I'm trying to think of how else I can search.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] This was uh
[CUSTOMER][NEUTRAL] Uh, my dad bought this on his own.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see what else I can.
[AGENT][NEUTRAL] [PII], um.
[AGENT][NEUTRAL] Cause the social, it's not pulling up anything.
[CUSTOMER][NEUTRAL] Um, where is your, uh.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Department of government, I mean, uh insurance told me you guys are in [PII] now.
[AGENT][NEUTRAL] Yes, um, yes, so, um, our, our major headquarters is in [PII]. We do have a location in [PII] as well, but, um, everything goes to [PII] in terms of like documents and things.
[CUSTOMER][NEUTRAL] OK, do you have a physical address here? I, I'm in [PII]. Do you have a physical address?
[AGENT][NEUTRAL] I mean, it's not for.
[AGENT][NEUTRAL] We don't have insured to come to the building, it's just where they work, um.
[AGENT][NEUTRAL] Let me talk to my supervisor and see how I can handle this and if there's some another way that I can search. Do you, and I'm gonna get with customer service too because they put the policies together. Do you want to hold while I do all that or do you want me to search and call you back?
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] Why don't you call me back, OK? Do you have the the policy number?
[AGENT][NEUTRAL] The policy number was 134603.
[CUSTOMER][NEUTRAL] Yeah, and this was issued uh [PII].
[CUSTOMER][NEUTRAL] And the original company was the service life insurance company out of [PII].
[CUSTOMER][NEUTRAL] And the Department of uh insurance in [PII] said that you guys bought this company or merged with them or they didn't give me the date when.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] This company. And it was called Ser Service Life Insurance Company in [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yeah, my dad bought this in in [PII].
[AGENT][NEUTRAL] OK, so, and then the callback number is [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, so, uh, give me maybe 10 minutes. I'm just gonna speak with my supervisor in customer service and try to see if we can, um, if I can get an update for you and then I'll call you right back, but it will be today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, yeah, sure, no problem at all, and then you have my dad's social security.
[AGENT][NEUTRAL] Well, it's on the, it's on the policy. I didn't write it down.
[CUSTOMER][NEUTRAL] Oh, OK, are you gonna.
[AGENT][NEGATIVE] But I can copy and paste. I don't like to write it, but I can, I can, I can use it still, it's just not written anywhere.
[CUSTOMER][NEUTRAL] OK, well, do you need it to, in case you need to look it up or?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or they can, you can call me again.
[AGENT][NEUTRAL] Yeah, I can call you, but I
[CUSTOMER][NEUTRAL] Why don't you call me
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm OK. I
[CUSTOMER][NEUTRAL] Call me if you need
[AGENT][NEUTRAL] Hello, I think it might be a delay, but yes, I will call you if I need you, but I do have it um copied, so I'll just paste it if I need it. I just don't like writing it anywhere.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's fine, that's fine.
[AGENT][POSITIVE] Alrighty, well, I will get with them and then I will give you a call back shortly, OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Sure bye bye.
[AGENT][NEUTRAL] Bye.