AccountId: 011433970860
ContactId: ef2af246-0951-481d-9bb1-87c2c73eed7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 999830 ms
Total Talk Time (AGENT): 243227 ms
Total Talk Time (CUSTOMER): 341402 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/ef2af246-0951-481d-9bb1-87c2c73eed7d_20250103T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, my name is [PII], and I sent in a claim for the Texas Unclaimed property owner's claim, and, and your, the insurance, your insurance company came up and says I need a copy of any document verifying business dealings with the reporting company as it relates to the funds.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a property ID number.
[AGENT][NEUTRAL] OK, I'm so sorry. I can barely hear you.
[CUSTOMER][NEUTRAL] Hold on, I'm sorry. Hold on. Hold on.
[CUSTOMER][NEUTRAL] OK, can you hear me now?
[AGENT][NEUTRAL] OK, did you have me on speakerphone?
[CUSTOMER][NEUTRAL] No, no, I have hearing aids.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, give me your name again sir.
[CUSTOMER][NEUTRAL] I'm, I'm going straight through the phone now.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] And I have a
[CUSTOMER][NEUTRAL] Uh, it says uh ID number is 88118024.
[AGENT][NEUTRAL] And your policies with American Public Life?
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] That's not one of our policy numbers. Um, give me the spelling of your last name again, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Munter
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you spell your first name [PII]?
[CUSTOMER][NEUTRAL] That's me, yes.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Give me 1 2nd, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What type of policy do you have, [PII]?
[CUSTOMER][NEUTRAL] Uh, it's from the past. I, I just, uh, I was notified that I had some unclaimed money, you know, from, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We've got control of public accounts and with a claim number and then it says I needed uh I'm reading I forget that it says uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A copy of any document verifying business dealings with the reporting company as it relates to the fund to the funds example include a copy of the, your insurance card, which I don't have anymore, claim statement or other proof of membership in a group insurance property.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it had this this number that 88.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] 88 for the claim number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[CUSTOMER][NEUTRAL] 591
[CUSTOMER][NEUTRAL] And then it says here the property uh property ID.
[CUSTOMER][NEUTRAL] From American Public LIC.
[CUSTOMER][NEUTRAL] Group insurance was [PII].
[AGENT][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I've located, let me verify your date of birth and your mailing address first.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] My mailing address is new. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was it prior to that address?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] What was your address prior to your, the cha the new one?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] I'm sorry, I can't understand what you're saying.
[AGENT][NEUTRAL] OK, you gave me a new address. We have a different address on file.
[CUSTOMER][NEUTRAL] Can you say it one more time?
[CUSTOMER][NEUTRAL] Yeah, there's a it was [PII] is the address that's on the policy.
[AGENT][NEUTRAL] OK. And what's the
[CUSTOMER][NEUTRAL] But I don't live there anymore.
[AGENT][NEUTRAL] OK, what's a good phone number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Got it, thank you.
[CUSTOMER][NEUTRAL] And it says I just need a copy of any document verifying the.
[CUSTOMER][NEUTRAL] That, that I, that I did have the insurance there, I guess.
[AGENT][NEUTRAL] OK, so if it's an unclaimed property for American Public Life, we usually send you a letter.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's what you have in your hand?
[CUSTOMER][NEUTRAL] No, no, uh.
[CUSTOMER][NEUTRAL] This uh this is from [PII] unclaimed property owner claim form it was from.
[CUSTOMER][NEUTRAL] Uh, comptroller of public accounts unclaimed property claims, it just said that I was owed money.
[CUSTOMER][NEUTRAL] And then, and then I needed this.
[AGENT][NEUTRAL] And I'm not showing any.
[AGENT][NEUTRAL] Yeah, you had a supplemental gap policy from [PII].
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Does it say what the amount is?
[CUSTOMER][NEUTRAL] It says it's uh.
[CUSTOMER][NEUTRAL] 1000, OK.
[CUSTOMER][NEUTRAL] 1500 and.
[CUSTOMER][NEUTRAL] $52.35.
[AGENT][NEUTRAL] 35 cents.
[CUSTOMER][NEUTRAL] Yeah, $1,552.35.
[AGENT][NEUTRAL] I don't show any anything out for that amount for you.
[CUSTOMER][NEUTRAL] Hm, so there's nothing there?
[AGENT][NEUTRAL] Did they give you the, so they referred you to American Public Life Insurance Company?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Or Republic.
[CUSTOMER][NEUTRAL] It says American Public LIC.
[AGENT][NEUTRAL] And we're American Public Life.
[CUSTOMER][NEUTRAL] That's all it says.
[AGENT][NEUTRAL] So I don't know if it's the same.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I'm not showing any.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] LIC, I wonder what that means.
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEGATIVE] Well then maybe I'm, maybe I'm talking to the wrong people.
[AGENT][NEUTRAL] Yeah, I believe so.
[CUSTOMER][NEUTRAL] Oh, OK, well, this, this American Public Life, it's not the same company.
[AGENT][NEUTRAL] Right, and you said that you received your notification from the [PII]?
[CUSTOMER][NEUTRAL] From uh [PII] unclaimed property owners claim form.
[CUSTOMER][NEUTRAL] Yes, yes, uh.
[AGENT][NEUTRAL] [PII] unclaimed property.
[CUSTOMER][NEUTRAL] Yeah, [PII] unclaimed property owner claim form.
[AGENT][NEUTRAL] Owner claim form.
[CUSTOMER][NEUTRAL] Yeah, I printed it out, the form to fill it out to get the money.
[AGENT][NEUTRAL] OK, but it's from the [PII] unclaimed property that stated that, OK? I just wanna put it in my notes, so you may wanna reach back out to that entity.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK. So you don't have anything on me right on that?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, well, well I appreciate you then.
[AGENT][NEUTRAL] Oh, you're welcome. Hold on one second for me. What was the amount again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1,
[CUSTOMER][NEUTRAL] $1,552.35.
[AGENT][NEUTRAL] OK, give me 1 2nd. I do see, give me a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] There's no America about LIC.
[AGENT][NEUTRAL] I do see that.
[CUSTOMER][NEUTRAL] What do you say?
[AGENT][NEUTRAL] I do see that uh the check was voided, the address was unknown and it says for $1,552.35. This was back um in [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] It's from [PII]. That's one time.
[CUSTOMER][NEUTRAL] You know what it is?
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yeah, it doesn't specifically state I'm trying to get you to the correct area.
[AGENT][NEUTRAL] For further assistance. Uh, go ahead.
[CUSTOMER][NEUTRAL] The, I think, was it from [PII] of?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Are you speaking with me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Are you talking to me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what were you saying?
[CUSTOMER][NEUTRAL] Was it from [PII]?
[AGENT][NEUTRAL] Uh, this note is documented [PII]. So give me a, give me a moment. You would have received a letter from American Public Life.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Regarding this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Is there any way you can send that information to my
[AGENT][NEUTRAL] That we were trying to issue a check to you but it we didn't have a valid address. Actually you probably wouldn't have received it because your address wasn't valid.
[CUSTOMER][NEUTRAL] In the mail?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, so can I get it now?
[AGENT][NEUTRAL] I'm checking. Give me a second.
[AGENT][NEUTRAL] Trying to get you connected to the right area, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm calling the right people.
[CUSTOMER][POSITIVE] And I don't have to go through.
[CUSTOMER][NEGATIVE] They didn't have a valid address to send me the money.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][POSITIVE] Thanks for your patience, [PII]. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I'm tired of [PII], right?
[CUSTOMER][NEUTRAL] This is from [PII].
[CUSTOMER][NEUTRAL] It was the same year.
[CUSTOMER][NEUTRAL] They're transferring to somebody else, but she found the money.
[CUSTOMER][NEUTRAL] Oh, well, I'd have to go through that then.
[CUSTOMER][POSITIVE] That's awesome.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see, let me get your phone. Let me, is it OK if I have someone call you back at this number, [PII], the [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, it's, it's uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So it's possible I don't have to go through all this rig world to get my money?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] They, they wanted me to fill out this big form or something to, to get the $1500.
[AGENT][NEUTRAL] Uh, the depar it the forms that you received from the [PII] unclaimed property.
[CUSTOMER][NEUTRAL] In the state.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, I'm wanting to get you connected to the right area so I'm gonna ask that they reach out to you. Um, it could be today, but it could be on Monday allow at least 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then I will give them this contact information and have them reach out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's possible I don't have to go through the claim and all that stuff.
[AGENT][NEUTRAL] Well, we'll let you speak with the area that handles this and then they can instruct you further instruct you further.
[CUSTOMER][NEUTRAL] OK. Well, uh,
[AGENT][NEUTRAL] On how to go about
[CUSTOMER][NEUTRAL] So they might call me today or or I don't usually answer the phone.
[AGENT][NEUTRAL] Allow at least 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK, well not the weekend though, right?
[AGENT][NEUTRAL] No, we're not open on the weekend.
[CUSTOMER][NEUTRAL] OK, well, uh, you don't know what number they'll be calling me from, do you more or less?
[AGENT][NEUTRAL] Our toll free is [PII]. Um, if you're not available or don't answer, I'm sure they'll leave a message where you can return the call.
[CUSTOMER][NEUTRAL] So it'll be an [PII] number.
[CUSTOMER][NEGATIVE] OK, yeah, because I get so many these crazy calls don't answer very.
[AGENT][NEUTRAL] I know it, right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But uh, but if I see an [PII] number, I'll answer for sure.
[AGENT][POSITIVE] Definitely.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Well, I appreciate you very much and very helpful.
[AGENT][POSITIVE] All [PII]. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, just, uh, that, that's all I needed actually.
[AGENT][POSITIVE] OK, alrighty well thank you for calling APL and we will have that area be in contact with you, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.