AccountId: 011433970860
ContactId: c6f2e6a6-8581-4ef0-b11f-1d673a19e734
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352540 ms
Total Talk Time (AGENT): 54370 ms
Total Talk Time (CUSTOMER): 151275 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c6f2e6a6-8581-4ef0-b11f-1d673a19e734_20250409T22:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. Um, I am calling because, um, my husband has, I was looking at an unclaimed property like those you can go on the IRS website or your state website and look for unclaimed property, and it looks like there is, um, uh, maybe he maybe he's uh a beneficiary of a claim for a life insurance policy with you guys.
[AGENT][NEUTRAL] OK. Do you have any information on the policy?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, I don't. I could give you like information about him a name, address, Social Security number. I can give you anything, but I don't have, we, we, it's something we don't really know about. No, it doesn't say anything.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] And this is, this is 10 piece you have um my permission to talk to [PII] if you needed him.
[AGENT][NEUTRAL] And last name is [PII], correct?
[CUSTOMER][NEGATIVE] It's [PII] Sorry, [PII] I'm so stupid. I'm like, I'm looking at the letter S right now.
[AGENT][NEUTRAL] Oh, OK, gotcha.
[CUSTOMER][NEUTRAL] LPs.
[AGENT][NEUTRAL] So at any time, do you ever recall [PII], like having a life insurance policy with American Public Life?
[CUSTOMER][NEGATIVE] Um, it could be his one of his parents. That's what we're thinking. They both recently died.
[AGENT][NEUTRAL] OK, so let's do a name search.
[CUSTOMER][NEUTRAL] It's a claims payment device.
[AGENT][NEUTRAL] Let's do a search by that then. What's the last name for a parent?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um, it'll the the one I, it might be is um.
[CUSTOMER][NEUTRAL] The uh the last name would be [PII], you know, just like [PII] and then [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's one of them.
[AGENT][NEUTRAL] And then what's the other name?
[CUSTOMER][NEUTRAL] It would be [PII], um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so nothing comes up by name, just right off the bat. I can search by social if you have anybody social.
[CUSTOMER][POSITIVE] Yeah, let me pull it up actually.
[CUSTOMER][NEUTRAL] Hey [PII], what did you do with the, what did you do with search by social? What did you do with your dad's, um, estate thing that I had laid it down in there.
[CUSTOMER][NEUTRAL] What is that? OK, alright, let me just.
[CUSTOMER][NEUTRAL] Very much.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What I do? Oh here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Trying to find I have a death certificate. I'm so sorry hold on.
[CUSTOMER][NEUTRAL] I know, I, I don't know where the death certificates are. It's kind of weird because I always know where they are.
[CUSTOMER][NEUTRAL] Ok, wait, no, the phone number.
[CUSTOMER][NEUTRAL] Alright, this is what gives here.
[CUSTOMER][NEUTRAL] Um, that's weird. I don't.
[CUSTOMER][NEUTRAL] That's that's strange. I guess I, I guess I don't have it. I have to call back, but yeah, I guess I, I used to have it. That's weird. Yeah, well, yeah, yeah, I used to have it. I, I used to, I don't know where the death certificates are maybe we left them in [PII]. I think we left them in [PII]. No, I emptied the bag completely.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] I don't know what that would be alright, well I'll just have to call you guys back.
[AGENT][NEUTRAL] OK, yeah, we can definitely do a search by social. Nothing like I said came up by name, so we can try that next if we for you guys.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, I appreciate it. Thank you so much.
[AGENT][POSITIVE] You, you're welcome, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.