AccountId: 011433970860
ContactId: d78342fa-e829-4745-9ebb-b30edfdce534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473549 ms
Total Talk Time (AGENT): 206019 ms
Total Talk Time (CUSTOMER): 205897 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d78342fa-e829-4745-9ebb-b30edfdce534_20250227T20:35_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes [PII].
[CUSTOMER][NEUTRAL] I'm trying to find something for uh my court purposes.
[CUSTOMER][NEUTRAL] And this was for public savings life insurance company back then.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Are you the person I need to reach to get some information from back then from Public Savings Life Insurance Company? Did you bought them out?
[AGENT][NEUTRAL] No, ma'am, we, we haven't bought anybody out um but if you'll give me your name I can do a name search and a callback number in the event that we get disconnected please.
[CUSTOMER][NEUTRAL] Well, who name do you need the person who had the insurance for public savings or?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It was [PII]. She had the policy with um Public Savings Life Insurance Company.
[AGENT][NEUTRAL] OK. And what was your name again?
[CUSTOMER][NEUTRAL] My name is um [PII]. I'm her daughter.
[AGENT][POSITIVE] Thank you for that, Ms. [PII].
[CUSTOMER][NEUTRAL] But [PII] passed away.
[AGENT][NEUTRAL] OK, alright, bear with me just a second, and can you also give me a call back number in the event that we get disconnected while I'm doing the name search?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And you said that was [PII]. What state does she live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You need your address back then?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] No, ma'am, not yet. Um, can you spell her last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now, we've always been American public life and to my knowledge, we haven't inherited any sub companies like that in a very long time. Um, the sub companies that we did inherit was out of the state of [PII].
[AGENT][NEUTRAL] And they were life insurance policies. Yeah, I'm not showing her in here. Um, we don't have any [PII] in the system at all.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I will, I
[CUSTOMER][NEUTRAL] No, not [PII], it's [PII].
[AGENT][NEUTRAL] [PII], I'm sorry. Let me try [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Bear with me, Ms. [PII].
[CUSTOMER][NEUTRAL] And it was a long time ago.
[CUSTOMER][NEUTRAL] I don't know how far back I can go with that, but I, I'm just trying to find something for court purposes. I always, if I can find it, that would be really good. So I said, well, I'll see if I can find it.
[AGENT][NEUTRAL] Um, does she have a middle name?
[CUSTOMER][NEUTRAL] No, she really didn't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She, her middle name, sometimes she used her middle name as Smalls. That was her maiden name, [PII], some of that was her maiden name. Sometimes she would use that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But she didn't have a middle name.
[AGENT][NEUTRAL] And what was her, we've got one [PII]. What's her date of birth?
[CUSTOMER][NEUTRAL] Oh gosh. He uh
[CUSTOMER][NEUTRAL] I, I, oh gosh, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's a good question.
[CUSTOMER][NEUTRAL] Let me see if I got that right up here, um.
[CUSTOMER][NEUTRAL] Oh, wait, hold on one second.
[AGENT][NEUTRAL] Take your time, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh Lord. Mm.
[CUSTOMER][POSITIVE] Uh, not bad.
[CUSTOMER][NEUTRAL] But back then, they don't, they didn't really know their age.
[CUSTOMER][NEUTRAL] But she was in her [PII] when she passed away, but she, I don't know. Oh damn.
[CUSTOMER][NEUTRAL] We don't have the full stay in here.
[AGENT][NEUTRAL] OK, this person.
[CUSTOMER][NEUTRAL] But [PII] was her birthday. I don't know the year.
[AGENT][NEUTRAL] OK, that's fine. This isn't her policy. This is somebody else's. Let me try [PII]. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was only one [PII] in our system and that wasn't her. I'm thinking it's probably not with us, but I just wanna make sure just in case um again that entity you're mentioning is doesn't have an affiliate with us and we're American Public Life, but I'm just trying to make sure before I let you go, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] And you said it was [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's for the S [PII] Yes, that's at the end. [PII] something.
[AGENT][NEUTRAL] It's OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] And it's [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Right. And that's what I did put in there.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] This is it.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It is not it, this person's date of birth.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What you have July what?
[AGENT][NEUTRAL] [PII]. You said you had an address. What was the address?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, this isn't her.
[AGENT][NEUTRAL] I do apologize, Ms. [PII], but it doesn't appear that we have any information for Ms. [PII] or [PII], [PII]. Um, again, it sounds like it's a different entity. You might could check with your state insurance and see if they can provide you details for that entity as far as number or if somebody else bought them out who it was bought out from.
[CUSTOMER][NEUTRAL] What state insurance? I mean, where, where, who, I don't even have an idea. I mean, public savings, life insurance company, I.
[CUSTOMER][NEUTRAL] We are in [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, um, what I mean, you should have, you have a representative in your state that you can contact for the insurance board.
[CUSTOMER][NEUTRAL] This was back when
[AGENT][NEUTRAL] For the state that you're in.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Um, and they usually have documentation of what if, if a company got inherited by another one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, so.
[CUSTOMER][NEUTRAL] But when I look at public savings life insurance, that, this, I mean, a number came up a uh they said they were brokerage and so they gave me this number here where I'm talking to you on. So, I, I don't know.
[AGENT][NEUTRAL] Yeah, but we're American Public Life. Yes, ma'am. I apologize. We're American Public Life and nothing's coming up with her information. It was actually on both cases, um, we had one [PII] and one [PII], but it wasn't her.
[CUSTOMER][NEUTRAL] OK, it's been a very long time.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Based on the information you've given me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Um, no, no, that's OK.
[AGENT][POSITIVE] Alright, Ms. [PII], well thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A lot.