AccountId: 011433970860
ContactId: f0c6304f-7615-4a91-9220-0f72f1d40f0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344540 ms
Total Talk Time (AGENT): 136373 ms
Total Talk Time (CUSTOMER): 101125 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f0c6304f-7615-4a91-9220-0f72f1d40f0b_20250204T22:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um, this is probably, uh, American Public Insurance.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Yeah. OK. Uh, yeah, um, my name is [PII], and my cousin passed away [PII], and on her bank statements, it shows where she had uh American public insurance.
[CUSTOMER][NEUTRAL] So I'm calling if you if this is coming out on the debit maybe you don't wanna take it down on debit no more.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, does it say American Public life insurance or just American public insurance?
[CUSTOMER][NEUTRAL] It says American Public Insurance, and it gave me this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, cause um.
[AGENT][NEUTRAL] We are American Public Life, but I can try to look your cousin up and see if I can find them in our system.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, do you have their social security number?
[CUSTOMER][NEUTRAL] I do it.
[CUSTOMER][NEUTRAL] [PII], I mean [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment, Ms. [PII], and just in case we get disconnected, what's a good callback number for you today?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, perfect. Alright, let me take a look and see if I can pull it up by that social you gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your cousin's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And when did [PII] pass away?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], um, we do not have any active policies with Ms. [PII]. Let me take a look though, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Because I think I've had this before. There, I think there is an insurance out there called Just American Public Insurance.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me see if I can locate that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I see where they, uh, we get our number, it has American Public Life under everything.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh well, yeah, this says American Public Insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hold on just a second. I saw something else that said just American Public Insurance. Let me see.
[AGENT][NEUTRAL] I see American Republic Insurance.
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] Hm, how much was the premium for coming out of uh their account?
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] American public insurance premium was 5380.
[AGENT][NEUTRAL] All right. And what was the date on that?
[CUSTOMER][NEUTRAL] Oh, this is back in now this is an old statement that I have right here. I don't have any of the new statements. I've got to see if she's got um.
[CUSTOMER][NEUTRAL] Post office box, but the old statement was [PII].
[AGENT][NEUTRAL] OK, OK, so that, that's the problem, Miss [PII]. So, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII] did have policy back then, but um it's been lapsed before she passed away.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So when did she close it?
[AGENT][NEUTRAL] Um, let me.
[AGENT][NEUTRAL] When did you say she passed away again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, and she closed it at the beginning of [PII], so it was closed uh a while before she passed away. Yes, ma'am. So she doesn't, she doesn't have any active policies with us.
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] OK. OK then.
[CUSTOMER][NEUTRAL] OK, thank you. I'm gonna mark that closed.
[AGENT][POSITIVE] No problem, Miss [PII]. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] No, you've been a big help.
[AGENT][POSITIVE] All right, well thank you so much for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you. Bye-bye.