AccountId: 011433970860
ContactId: bbc5bf7f-026b-46b9-ae6a-0510dd68ae4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 728750 ms
Total Talk Time (AGENT): 230059 ms
Total Talk Time (CUSTOMER): 188779 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/bbc5bf7f-026b-46b9-ae6a-0510dd68ae4b_20250205T22:12_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I have an insurance policy that's been drafted out of my checking account for probably 40 years.
[CUSTOMER][NEUTRAL] And I don't know. I'm trying to get all my stuff together for my husband we're trying to get, you know, so we'll know what we've got and all, and on my bank statement it all it says is American Public insurance premium, and we cannot find any kind of paperwork or anything. We don't know, we've had it so long, we don't know if it's on him or if it's on me and how much it is or anything like that. So I was wondering if I could.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe try to find something out.
[AGENT][NEUTRAL] Sure, yes, I can assist you. Um, OK, so you said you don't have any paperwork so you don't have a policy number or anything like that, correct?
[CUSTOMER][NEGATIVE] We cannot find it. We can't, we've moved 6 times over all these numbers of years and don't know if it's in a box somewhere or where, but we can't seem to find any information on it at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. All right. I can assist you. May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have the spelling of your first name?
[CUSTOMER][NEUTRAL] Mine is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he is [PII].
[AGENT][NEUTRAL] OK. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Mm. Thank you. All right, let me do a quick search, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Now that's probably not gonna be the address you have on file.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Let me get the old address just in case.
[CUSTOMER][NEUTRAL] The old address? OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I see, OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] I think I found something, but let me check. Anything else. One moment. And is Mr. [PII] available just in case I need to get his permission?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He is not.
[AGENT][NEUTRAL] Oh, he's not. OK. um.
[CUSTOMER][NEUTRAL] He's still at work and I'm at home.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] And all I know of his social, all I know of his Social Security is the last 4 numbers.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and if I don't, I'm trying to find something with your name. If I don't find anything, we're gonna need to speak to him to release information like get authorization, but let me see if I can find something, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like I said, neither one of us remember if it's a policy on him or if it's a policy on me.
[AGENT][NEUTRAL] Mhm. Yeah, I understand.
[CUSTOMER][NEUTRAL] Or what actually it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it comes out of my checking account.
[AGENT][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And I can give you my social if you, if that would help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, that will help, but let me just go ahead and, well, it depends because it it depends on the product as well. So, um, yeah, I'm just gonna go ahead and finish doing a search on him and then I'll go ahead and search on you. I tried first your name, but nothing came up. I do see something on him, so let me just go ahead and try and see if I got anything with your name added to it or something like that.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If it's a life insurance on him, I should be the beneficiary on it.
[CUSTOMER][NEUTRAL] Not that I'm trying to collect because I, I'd rather have him than the money.
[AGENT][NEUTRAL] I understand
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, I saw something else. Let me see what that name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What I have, let me try this one.
[AGENT][NEUTRAL] OK, so this one doesn't say nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting on the paperwork. It is an old policy, so um I'm just waiting to see if like.
[CUSTOMER][NEUTRAL] Yeah, no, I told you we've had it at least 40 years.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We've got 3 that have been drafted out of my account all 3 for about I think we got them all 3 at the same time.
[CUSTOMER][NEUTRAL] And they've been drafted for at least 40 years or it, I think at least 40 years. I know it's been a long, long time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] applicant.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] His middle initial is [PII] if that makes a difference.
[AGENT][NEUTRAL] Yeah. Like I said, I did find something for him. I, I do have something. It's just that, yeah, I'm trying to determine if I'm able to release information about this policy to you, and that's what I'm trying to find, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If I could just find out how much it is, I'll call, I'll get him to call back and
[CUSTOMER][NEUTRAL] Try to get the, you know, maybe get a copy of the policy or something like that.
[AGENT][NEUTRAL] Yeah, unfortunately, if I cannot um release information, I'm not gonna be able to release that either. I, I can only tell you that I did find a policy and so far it looks like I don't have anything indicating that we can release information to a third party, um, but I still have quite a few more documents to go through. So let me see if in any of those there's something indicating that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK that's the last page. Um, no, unfortunately, I did not see any authorization, um, other than the, the owner or the person that the policy is for, and I don't see your name. Um, so at this point, what we're gonna need is for him to call us back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give us authorization to release information to you or um just get the information, but we did find a policy, so all he needs to give us is his name like you did and the address and we'll be able to find them like that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what you found on him, did it have the 4862 or had it been updated to the [PII]?
[AGENT][NEUTRAL] It was with the old address.
[CUSTOMER][NEUTRAL] So I'll know which address to tell them. It's the old one?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] The [PII]. OK, because we've been gone from there 17 years.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, well I'll tell him he's got to give that address then. I'll just get him to call you back.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I do apologize, but yeah, we just need authorization.
[CUSTOMER][POSITIVE] Mm OK, alright, thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good afternoon. Bye-bye, Ms.
[CUSTOMER][NEGATIVE] You are on hold.