AccountId: 011433970860
ContactId: cb966979-1628-4489-9501-82127ed6fd58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1275439 ms
Total Talk Time (AGENT): 650271 ms
Total Talk Time (CUSTOMER): 449042 ms
Interruptions: 10
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/cb966979-1628-4489-9501-82127ed6fd58_20250131T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Oh hey, [PII], how you doing?
[AGENT][POSITIVE] I'm good and you? How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you for asking [PII]. I have a I don't know. I have an insured on the phone by the name of [PII]. He's calling about a life insurance policy. I, I think this is the life insurance policy, the WAO1.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yup. Mhm.
[CUSTOMER][NEUTRAL] Let me know when you're ready for the policy number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 154276.
[AGENT][NEUTRAL] OK, and what's his callback number?
[CUSTOMER][NEUTRAL] It's [PII]. So I was a little confused with the policy because his name is [PII], but I don't see [PII] listed as uh anyone on, as a participant on the policy, but he says he's [PII]'s husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, you can't give him no information because um he's not listed as a beneficiary and I don't see him listed. His name is nowhere on the PRTQ screen because if he was a beneficiary he'll be listed here so um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So then when I, um, but then when I went to the
[AGENT][NEUTRAL] Has she passed away?
[CUSTOMER][NEUTRAL] Yeah, she's deceased.
[AGENT][NEUTRAL] OK. Well, you can send them to me. I'll tell him what he needs to.
[CUSTOMER][NEUTRAL] But then he has somebody in the background coaching him, and I explained to him, being that somebody's in the background coaching him, and if we hear that, that makes us feel like it's not, you're not actually who you are, because they're coaching you to say, to answer my question. So, you can't have anyone in the background coaching you because that's against HIPAA protocols, right?
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Exactly.
[AGENT][NEGATIVE] It does sound suspicious. Yeah. Oh yeah. Oh yeah. So, um, yeah, you can, you can send them to me and um
[CUSTOMER][NEUTRAL] But he's calling because he's saying that there was supposed to be another child listed on the policy. However, I don't, I'm not seeing it, but.
[CUSTOMER][NEUTRAL] I don't know anything about life insurance, this policy.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] [PII], [PII] with that is the owner, so the owner of the policy needs to call, and the only thing I'm gonna help him with if if he's trying to file a claim, what they, they can do to file a claim, but he can't get any information number one, he's not the owner of the policy there's an owner listed on here that's what that O stands for, but we can't tell them this. So that's [PII]. She owns this policy and she's the one that she also has a P by her name. She's paying for it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. So, um, anyway, but go ahead and send him over.
[CUSTOMER][NEUTRAL] I, I gave you the policy number then cause I'm, I forgot already. This is [PII] is the spouse, the, the deceased, um.
[AGENT][NEUTRAL] You sure did. And what's his name again? What's his name again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] He's the spouse? OK.
[CUSTOMER][NEUTRAL] Spouse. Yeah, he's the spouse.
[AGENT][POSITIVE] OK thank you have a good one, OK? All right.
[CUSTOMER][POSITIVE] Oh thank you. You do the same. Bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Is this [PII]?
[CUSTOMER][POSITIVE] Yes ma'am. How you doing?
[AGENT][POSITIVE] And I unders I'm good and I understand your relationship to the insured is.
[CUSTOMER][NEUTRAL] My insurance.
[AGENT][NEUTRAL] What is your relationship to the person that is insured on this policy that you're calling about?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's my wife, [PII].
[AGENT][NEUTRAL] OK, and what the death?
[CUSTOMER][NEUTRAL] I'm sorry, what did you say, ma'am?
[AGENT][NEUTRAL] What was her date of death?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and the information I can give you today, Mr. [PII] is how to file a claim, OK, um, you're not the, you're not listed on this policy so we cannot give you any information, not listed as a beneficiary, and we cannot tell you who the beneficiary is. You're not the policy owner and right, and we can't give you that information either, OK? So for you to file a claim, you can go to our website [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got out of that now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will fill out, you will, uh, you have to click on claim forms and then you're gonna click on loss of life claim form. You need to print it and download it. You can fill it out online and all of the instructions are on page one.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][POSITIVE] Alright thank you anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello. Hey, ma'am, this is the, hello? This is the daughter.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm sorry, who am I?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] The daughters, [PII].
[CUSTOMER][NEUTRAL] And I have a policy as well that I'm insured. K A S H I'm spelling it. K.
[AGENT][NEUTRAL] OK, spell that, please.
[AGENT][NEUTRAL] Spell, spell, ma'am, you, [PII], uh-huh, I hear you now.
[CUSTOMER][NEUTRAL] Can you hear me? SA.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Say, OK.
[AGENT][NEUTRAL] Alright, and what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, you're going too fast, 985.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what can I help you with today?
[CUSTOMER][NEUTRAL] OK, I don't know if this is my policy number 00154215.
[AGENT][NEUTRAL] OK, let me check and see. One moment.
[AGENT][NEUTRAL] Yes, that is your policy.
[CUSTOMER][NEUTRAL] So with all these different policies, each one of the kids will have to call to verify what we need to do with these policies.
[AGENT][NEUTRAL] If you're now the policy that you just gave me is your policy, so um you're the only person covered under this policy so if something were to yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Correct. My mama had, had, had all the, she did all these different policy and it's for my daddy has a policy, of course, it's a different policy number. Me and my siblings have a policy, of course, they all have a different policy number and my
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Kids have a policy number as well. And that's what I'm, I'm trying, we're trying to figure out what do we need to do. So each individual person will have to call.
[AGENT][NEUTRAL] No, you have to file a loss of life claim, but not on yours, but on your mother's because you're saying your mother, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We, we, we done we done we done did hers already. We done buried, yes ma'am. We done buried mother already, but what we're trying to do now is all the other policies that we had, my daddy wants to keep them, he wants to pay them, but we're trying to see what we need to do. We done already took care of mothers. We don't collect it from her actual policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Y'all already did that? Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, OK, so let me just get this straight. So what are you trying to do? There's nothing that needs to be done on your mother's policy. What are you trying to do on your policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You need to see if we're gonna pay it or cash it out. That's what I'm trying to see how much it would be, can we take over it. But I have other policy numbers, but I don't know which sibling it's for.
[AGENT][NEUTRAL] So you wanna cash out your policy? I have to do one thing at a time, mhm.
[CUSTOMER][NEUTRAL] No, no, I, I
[CUSTOMER][NEUTRAL] No, no, no, I'm asking. I don't know how much it is to continue it and can I continue it.
[AGENT][NEUTRAL] OK, let me so let's get, get that straight. So you want to continue your policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, you need to get these policies, uh, your mother was the owner and the payer.
[CUSTOMER][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] OK, I see, so that's not the understanding of the conversation from the beginning, but your mother was the owner and the payer. She is deceased. I'm, I'm getting this straight.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you all want to continue all these policies, but you need to see what you all need to do to get your mother off as being the payer and the owner and y'all need to list somebody else as a beneficiary, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Correct. Yes, ma'am.
[AGENT][NEUTRAL] Mhm, OK, not a problem. Alright, what's the other policy numbers?
[CUSTOMER][NEUTRAL] Yes ma'am, I can, and it's several, you gonna, can you bear with me?
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, this 19 L as in Larry 187117.
[AGENT][NEGATIVE] Mm, that's an old one there. That one is not gonna even come up in my system. What name is that one under?
[AGENT][NEUTRAL] Who was that one for?
[CUSTOMER][NEUTRAL] It don't say a name. It just I'll say on the, now my daddy got my name back, but I don't know. He got my name wrote back.
[AGENT][NEUTRAL] Mhm, OK, what's your other policy number?
[CUSTOMER][POSITIVE] Yes ma'am, I'm gonna fit that one to the side, OK? This one here.
[AGENT][POSITIVE] Let's do this. Let's try it this way. Let's try it this way. How about give me, give me your mother's social and I'm gonna go try to search. Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hold on. You remember mama's so soft hand, daddy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You see that's it. OK, where?
[CUSTOMER][NEUTRAL] Hold on, I can't hold to see daddy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. There you go there.
[AGENT][NEUTRAL] OK. All right. Give me one moment to go try to look that up.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right, so I think that was the best way to do it because now I see what I need to see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the uh name of some of the individuals for me that we should, uh-huh.
[CUSTOMER][NEUTRAL] Yes ma'am. Yes ma'am. OK, you'll see [PII], [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] Senior, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII], um, I don't know if she had [PII] on this one or another policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I found all the policy numbers. One moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And verify your mother's, what, what mailing address she used.
[CUSTOMER][NEUTRAL] That's it
[CUSTOMER][NEUTRAL] Now the original address was [PII]. I think my daddy had it changed so he can receive the stuff, so it would have went to [PII]. But the original was [PII]. Yes, ma'am.
[AGENT][POSITIVE] Thank you for verifying that. Yeah. That, that's good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I got that. I just want to make sure. Give me one second.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] So what I'm gonna do is once I get all these policy numbers down I'm gonna have to send you to customer service and now that we have a better understanding of what it is that you all are needing, they'll be able to further assist you and I can relate that to them, OK? Now have you all called about this before?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you. Yes.
[CUSTOMER][NEUTRAL] We was trying to, but you know, with the funeral going on and
[AGENT][NEUTRAL] Because it sounds familiar, yeah.
[CUSTOMER][NEUTRAL] It does, and she had more than one company she was insured with for all of us and herself. Now the school board did hers for us, so we didn't have to call on behalf of her, but for all the other ones, they wouldn't talk to nobody at the school board office about us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Yeah, so yeah, I see it looked like I remember something about this. I don't know if I might have spoken to you guys one time in the past but um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I want to say your voice sounds familiar like you either talk to me or my dad. I, I wanna say I spoke with you.
[AGENT][NEUTRAL] Probably you, yeah, cause I'm looking through the notes on these policies and seeing that customer service has been.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, doing some things.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But let me, I just wanna review the notes and I'm gonna come back to the line and then I'm gonna get you to them, OK? One moment, OK? Thank you. Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[AGENT][NEUTRAL] So like they deleted policy notification received from a group.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] To the
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 214.
[AGENT][NEUTRAL] 225.
[AGENT][NEUTRAL] 14271.
[AGENT][NEUTRAL] 7271276.
[AGENT][NEUTRAL] 276.
[AGENT][NEUTRAL] To
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling AGL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Yes, [PII], this is [PII] in the cancer department. I just had a call that was transferred to me from the uh dental cue.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is the uh policyholder. I'm gonna, several policy numbers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So, I'm gonna start off by giving you the one that they gave me, 154.
[AGENT][NEUTRAL] 276.
[AGENT][NEUTRAL] And let me pull that back up. 276 you'll see that um this is for uh actually uh cotton Ladarius cotton. Do you see that?
[CUSTOMER][NEUTRAL] OK. Yes, I do.
[AGENT][NEUTRAL] OK, so all of these are like, so let me give you the other numbers before I explain because I don't wanna forget.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have um 154.
[AGENT][NEUTRAL] 15, wait a minute, 154.
[AGENT][NEUTRAL] 154215.
[CUSTOMER][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] 154271
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] 154276
[CUSTOMER][NEUTRAL] 27.
[CUSTOMER][NEUTRAL] 76.
[AGENT][NEUTRAL] 154278
[CUSTOMER][NEUTRAL] 154278 alright I got it.
[AGENT][NEUTRAL] And then one more. I'm sorry. I know 154214.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 2 OK.
[AGENT][NEUTRAL] And now that last one I gave you is for Mr. [PII].
[AGENT][NEUTRAL] [PII] and he is on the line along with one of the policyholders, the daughter, that's the father, the daughter [PII], one of these policies is for her. I think 215 is for her. They.
[AGENT][NEUTRAL] They're needing is the policy owner and the payer [PII], she passed away in September. OK, [PII] on all these policies and that was her mother and her daddy's spouse.
[AGENT][NEUTRAL] She was the payer and the policy owner, they're needing to know what they need to do to change the payer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And put a beneficiary on each one of these policies because they want to keep the policies and they know how much they're gonna, how much it's gonna be.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They've already verified all information.
[AGENT][POSITIVE] And I'm gonna give you a good call back number from [PII]. That's her name, the daughter.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she also needs to know what each individual person who this policy is on, will they have to be the one to call in and make the changes on their policy.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So that's one question she has as well.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And so we have the father. I know it's a lot. I had to, I had to figure out what they wanted because they really wasn't explaining it right and I just had to kind of look at it and figure out what they were wanting, uh, but the father, so you got the father [PII], he's on the line and the daughter [PII], OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I'm gonna, uh-huh, you need me to do something else?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes. What is the um daughter's policy, the one you said in 15?
[AGENT][NEUTRAL] I think it's, uh, let me put it in because I didn't write no names next to it. She's 2:15. The father is 214, she's 215.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] OK, so [PII], let me introduce her, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I'm gonna repeat what I told you just to make sure they agree that I have figured out what they wanted, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, hang on, hang on.
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you for patiently holding. I have [PII] on the line in customer service. I have explained to [PII] and I wanna make sure I have this right that you all, I gave her every policy number that I found that was up under your mother's social. So we have one for your father, [PII], the one for you. I saw one for [PII], one for [PII]. There was actually uh 12345 policies is what I saw.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what she's gonna assist you with, make sure I understood, understood. I explained to her that you're you all's mother and please accept our condolences for y'all loss. Your mother passed away in September. You're welcome and you all need to get mom off these policies as the payer and the owner, and you all need want to continue these policies and then you need to list the beneficiary on these policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] All right. And then you also need to know, will each person that's on their own, that your mother had a policy on, do they have to call in and do what you and dad have to do today, OK?
[CUSTOMER][POSITIVE] Correct. Yes, ma'am. Yes ma'am.
[AGENT][POSITIVE] All right, OK, alright, well, Miss [PII], you could take it away. y'all have an awesome rest of your day and take care, OK? You're welcome.
[CUSTOMER][POSITIVE] Thank you. Thank you so much. Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII].