AccountId: 011433970860
ContactId: e111da3f-e27c-4dd8-9eac-aca9f243ebba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342790 ms
Total Talk Time (AGENT): 129662 ms
Total Talk Time (CUSTOMER): 218394 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e111da3f-e27c-4dd8-9eac-aca9f243ebba_20250403T21:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Well, when you say APL, what is APL?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American Public Life, that still don't sound like where I need to go. Um, I'm look, I'm trying to get a hold of American Benefits Insurance and um.
[CUSTOMER][NEUTRAL] My husband had
[CUSTOMER][NEUTRAL] Um, he, he just recently passed away and
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] He had um um automatic payments coming out of his personal account and I didn't really I don't know what it was but it says um um American Life insurance and and I'm trying to figure out who it is and every time I call if I Google or ever I've I've called so many insurance companies and they said no that's not us and um.
[CUSTOMER][NEUTRAL] And I don't know if it's just Medicare.
[CUSTOMER][NEUTRAL] Um, but on his when I talked to my banker it just says life benefits insurance and so I, you're probably about the 5th or 6th person that I have called.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wonder if you could maybe find him. I don't know if you have anything to do with Medicare.
[AGENT][NEUTRAL] We don't, but I can still check in our system if you want me to, but we don't. We're not affiliated to Medicare.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, OK, his name was [PII].
[AGENT][NEUTRAL] Do you have a social so I can do a social search? That, that will be the fastest and easiest way, OK? All right.
[CUSTOMER][NEUTRAL] And I'm his wife.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I do, um, his num his social is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. All right. If he is with us, it should pop up with that social. OK, let's see. And that was [PII]?
[CUSTOMER][POSITIVE] That sounds right, yes.
[AGENT][NEUTRAL] OK. And I'm sorry, I didn't quite catch your name. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] And I'm just, I'm just trying to figure out um because it's like 130.
[CUSTOMER][NEUTRAL] I'd have to go look at the paper real quick. I stepped away from my paper for a second, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's $137 that comes out monthly out of his account and so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm trying to figure out.
[AGENT][NEGATIVE] Hm, Miss [PII], it looks like it's not gonna be with us. Um, nothing is coming up under that social.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, this is
[CUSTOMER][NEUTRAL] I just don't know who else to call. I mean, every time I try to get American benefits, um, and even the last lady I just called that I thought I was getting American benefits, she said, this is ALP and I said, what's that? And then she, so she looked up American benefits and so she gave me this number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I've had every other insurance company look up this number and American benefits and I, I, I can't find him in a system anywhere where this $137 is going.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm, OK. Well, I'm just.
[AGENT][NEUTRAL] OK. Uh, Ms. [PII], did you, um, do you know if he got this through his work or was it like a personal that he purchased?
[CUSTOMER][NEUTRAL] Uh, say that again.
[AGENT][NEUTRAL] Do you know if he got the, the policy through his work or was it like a personal policy he purchased?
[CUSTOMER][NEUTRAL] He was
[CUSTOMER][NEUTRAL] It would been a personal because he, he was, he was his own business owner.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, was he a truck driver or was he like just a regular business?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, he, um, had a ready mix business.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But he um passed away at home of um natural causes. Um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Yeah, yeah. Um, yeah, I was trying to see if maybe we have somebody that maybe uh that will work, but now, uh, no, I'm so sorry, but no it is not with us and yeah, it was just a personal account. I will say if you have you tried calling the bank and see if they have any other information?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I've already done that. I called her the first time and then I called her back and she said this is all it says and um and I don't want exactly I mean I guess I could cancel it but I, you know, without knowing exactly what it is I just, I mean it's, and besides that it's driving me insane because I wanna know what it is and and for some reason I.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] Yeah, I imagine.
[CUSTOMER][NEGATIVE] I can't get to the bottom of it and.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, well thank you for your time I appreciate it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and I hope you find this company. Yeah, it seems like it, it is a hard one to find. OK. Well, you have a good afternoon.
[CUSTOMER][NEUTRAL] Uh, me too.
[CUSTOMER][POSITIVE] Yeah, it is. All right, thank you. Mm bye bye.
[AGENT][POSITIVE] All right. You're welcome. Bye-bye, Miss [PII].