AccountId: 011433970860
ContactId: c08fcd22-6738-4d81-b1bb-8e70aee886f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427140 ms
Total Talk Time (AGENT): 99091 ms
Total Talk Time (CUSTOMER): 217205 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c08fcd22-6738-4d81-b1bb-8e70aee886f5_20250224T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] [PII], I was just talking to somebody and I got hung up on.
[CUSTOMER][NEGATIVE] I, I got a problem.
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My problem is,
[CUSTOMER][NEUTRAL] I don't know when my children, my wife passed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, my kids transferred some policies over.
[CUSTOMER][NEGATIVE] And I called to see that you have a policy for me, and you didn't.
[CUSTOMER][NEUTRAL] Yeah, uh, I just got off the phone and I was trying to continue to talk.
[CUSTOMER][NEGATIVE] And the person hung up on me.
[CUSTOMER][NEUTRAL] I've been paying uh almost $46 a month for a policy since [PII].
[CUSTOMER][NEUTRAL] 5 coming out of my account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, yeah, not since [PII], since [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when I went in my, when I went looking for the policy, I only saw a policy on my wife, not on me.
[CUSTOMER][NEUTRAL] My wife passed in [PII].
[CUSTOMER][NEUTRAL] So, what I'm trying to find out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I well I've been paying that policy on her since [PII] when I thought it was on me.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, uh, she looked it up under me and she only found a life insurance policy that that had expired back in the early [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was trying to see what their what their hospitalization policy on me.
[CUSTOMER][NEUTRAL] So the only thing I have right now I'm gonna be able to give you is my wife's name.
[CUSTOMER][NEUTRAL] I wouldn't, I'm not at home, so I would have her.
[CUSTOMER][NEUTRAL] Social security number at home.
[AGENT][NEUTRAL] OK, did they by chance, what they were able to locate in your name, did they by chance give you that policy number or no?
[CUSTOMER][NEUTRAL] They didn't give me that policy number, but they located that policy and so I went to ask them that was a uh uh disability policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It was disability, OK.
[CUSTOMER][NEUTRAL] So I went to ask them if they have a uh uh hospital policy anything on me and the person hung up.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] All right, let's, let's
[CUSTOMER][NEUTRAL] So that's what
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need you to research both me and my wife.
[AGENT][POSITIVE] OK, I'm happy to do a search. What is the last name?
[CUSTOMER][NEUTRAL] Last name is [PII]. My wife's name is [PII]. The first name is [PII].
[CUSTOMER][NEUTRAL] And see [PII].
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] The the uh might have been deducted out of Home bank.
[CUSTOMER][NEUTRAL] Monthly to automatic uh draft.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much for your patience on this [PII]. So it looks like.
[AGENT][NEUTRAL] The policy that I was able to locate, I apologize for the confusion on any of this. It's a, it's a dental policy.
[AGENT][NEUTRAL] Um, and it looks like the policy.
[AGENT][NEUTRAL] It's still active under your name. It's not active under [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, will you send me, will you send me that policy with some cards, please?
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] A copy of that policy.
[CUSTOMER][NEUTRAL] I just want to make sure because I've been paying it every month.
[CUSTOMER][NEUTRAL] It comes out of my check automatically, but I don't have a, but I don't have a copy of that policy.
[AGENT][NEUTRAL] Yeah, I mean.
[AGENT][NEUTRAL] I don't have a good email for you. What's a good email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, now you're gonna send it through email or would you mail it?
[AGENT][POSITIVE] I can send it if you would prefer in the US postal mail, absolutely. It'll just, yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I, I prefer, but you could either send me a copy, but I need a copy coming through the postal because, uh, half the time I'm not home for email half the time I don't check my email.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, absolutely. I'm happy to send it in the US postal mail, um, that way you have a physical copy also, so we'll send it to the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, with with some cars because I don't have anything.
[AGENT][POSITIVE] OK, yeah, absolutely.
[CUSTOMER][NEUTRAL] Only thing I had was was something on her.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] And when she passed, we dropped that, yeah.
[CUSTOMER][NEUTRAL] And then she was keeping up with all the policy and everything like y'all do.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Have to give you latest credit.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] And when she passed, when she passed in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Then my daughters for changing everything over in some way I never got that found that policy.
[AGENT][POSITIVE] I got you. OK.
[CUSTOMER][NEUTRAL] And uh I was looking through it and I want to know what it was.
[AGENT][POSITIVE] I got you. Yeah, not a problem.
[CUSTOMER][NEUTRAL] So it's real, so
[CUSTOMER][NEUTRAL] So it's really the dental policy, dental plan, OK.
[AGENT][NEUTRAL] Mm mhm.
[CUSTOMER][POSITIVE] That's great and I haven't used it and I need some dental work done.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] But I've been training
[CUSTOMER][NEUTRAL] So I didn't know what I knew it was wasn't a, I knew it wasn't a life insurance policy.
[CUSTOMER][NEUTRAL] So that's why I wanted that.
[CUSTOMER][POSITIVE] OK, thank you a lot.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] And you too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.