AccountId: 011433970860
ContactId: e29919c6-013a-401e-ad8f-6e010b91ad7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481470 ms
Total Talk Time (AGENT): 157161 ms
Total Talk Time (CUSTOMER): 126874 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e29919c6-013a-401e-ad8f-6e010b91ad7a_20250409T22:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, my husband has, he's right here, he, um, but he has, um, unclaimed property on according to the IRS, and I just, one of, one of them said American Public Life Insurance Company. I just wanted to see if we could look up his dad's social security number and see if maybe that you guys have a policy or he had a policy through you guys.
[AGENT][NEUTRAL] OK, alright, we can look and see can I please get your.
[AGENT][NEUTRAL] And your callback number.
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and my call back number is [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] And this is [PII], the, the, this is [PII], the, the, the supposed beneficiary, and you can, you have my authority to talk to to [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. I appreciate that. And then you were wanting to check, uh, your father's policy. Can I please get the policy number?
[CUSTOMER][NEUTRAL] Yeah, I, we're not sure if it's my dad's policy, but I, I show up on an unclaimed property website.
[CUSTOMER][NEUTRAL] That as a beneficiary of a life insurance, it says a pay a claim payment check it's unclaimed property. It's on the IRS it's on the Pennsylvania Treasury website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's look and see.
[CUSTOMER][NEUTRAL] So we can we can search by so we have a social but that's it. Yeah, we have my social we have my dad's social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] Um, and I, I can't think of anything else that it could be.
[AGENT][NEUTRAL] OK. Let me get your daddy's social real quick so I can check, see if he has any policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. That's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] It's gonna be just a moment while the computer tries to pull everything in.
[CUSTOMER][NEUTRAL] There could be a bunch of people named [PII] so I don't know.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It's trying to pull in now.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] And what was your father's name?
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] OK, I'm not pulling that in under his name. Um, what is your social security number?
[CUSTOMER][NEUTRAL] Um, [PII]. It might be a different guy.
[AGENT][NEUTRAL] OK, let's look here.
[CUSTOMER][POSITIVE] Worth trying.
[AGENT][NEUTRAL] OK, and then I'm not able to pull yours in either K so what we're gonna do is um.
[AGENT][NEUTRAL] I need to have you speak with um.
[AGENT][NEUTRAL] It could be just a minute. I'm gonna get the person's name that you need to speak with.
[AGENT][NEUTRAL] You'll need to speak with Ms. [PII].
[CUSTOMER][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] Yes, and I am going to send, let's see what it says, for me to do, um.
[AGENT][NEUTRAL] Uh, did you hear me?
[CUSTOMER][NEUTRAL] Yeah, what did you say? No, I didn't know.
[AGENT][NEUTRAL] My phone kinda my phone kind of cut up for a minute um so I'm gonna send Miss [PII] an email and ask for return your call because the office is closed already um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I will get that taken care of and I will have her return your call uh and did you receive a letter at all or you just saw it in the [PII] unclaimed?
[CUSTOMER][NEUTRAL] We, so we're, we're in [PII] and then the Arizona Treasury Department said it was from [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So then I had to go to the [PII] website, yeah.
[AGENT][NEUTRAL] OK, alright, OK, so I'm gonna send her an email that way she can reach.
[AGENT][NEUTRAL] Can, can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] It's yeah, uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you guys.
[AGENT][NEUTRAL] To get that email ready and I will be right back, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm, I'm doing the email and I just wanted to check real quick that the um phone number that you gave me [PII] is the number you guys would like to call returned to?
[CUSTOMER][NEUTRAL] Yes. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got this taken care of. I'm gonna send it to her right now and like I said, she should get it in the morning. Um, you, you may want to give her about 24 hours to return the call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you guys have a great night and thank you for calling APL.
[CUSTOMER][NEUTRAL] All right. You too. Bye.
[AGENT][NEUTRAL] Mm bye-bye.