AccountId: 011433970860
ContactId: f1bdd6f1-381b-4935-88d4-c533dcdb2c96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1109719 ms
Total Talk Time (AGENT): 425736 ms
Total Talk Time (CUSTOMER): 440788 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f1bdd6f1-381b-4935-88d4-c533dcdb2c96_20250203T21:46_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the claims department. How are you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing just fine. Um, I
[CUSTOMER][NEUTRAL] I have a member calling in regards to uh
[CUSTOMER][NEUTRAL] Life insurance policy. Um, I can give you the policy number. Looks like [PII].
[CUSTOMER][NEUTRAL] Has been the one speaking back and forth, but let me get your policy number. It's 457.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 946
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Yeah, so, um, [PII] is the one that's on the line and looking at the notes looks like there was something went out to her or she spoke with [PII] regarding.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Some payments, but she is having questions about.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Those amounts
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, um, since [PII] is the one that has all the paperwork for this, um, and she is the only one that knows how to handle this for sure, um, we can just, um, let the beneficiary know that we will be giving her a call back tomorrow.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Do you, do you need her number? Are you gonna send it to or or you just want me to?
[AGENT][NEUTRAL] Uh, I can, I can, um, take the call and let her know.
[CUSTOMER][NEUTRAL] OK, thank you. Give me 1 2nd.
[AGENT][NEUTRAL] Is a callback number the same ending in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, give me one second. Thank you.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Who am I talking to?
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you have a couple of questions regarding the um life policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright Ms. [PII].
[AGENT][NEUTRAL] Um, unfortunately, [PII], who you have been having, um, correspondence back and forth, is not available today. Um, would it be OK if, um, she gives you a call back and um.
[AGENT][NEUTRAL] Response to your question.
[AGENT][NEUTRAL] I can take all the uh call back information mhm.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK, well, uh, I had called in about a month ago and told her that I wanted to, uh,
[CUSTOMER][NEGATIVE] Cancel my policy and you know.
[CUSTOMER][NEGATIVE] Put down whatever I pay down uh pay for my policy, you know, on this policy here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I got a check for $330.36. Can you please explain to me what that is?
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I know I paid in more than $330.
[AGENT][NEUTRAL] Yes, uh, well, unfortunately, I'm not quite familiar um with this type of product. That's why Ms. [PII] is the one in charge of it.
[AGENT][NEUTRAL] The only notes I see here is a cash surrender in full and final settlement. Um she provided a code here, I believe it's the policy number, and there is an amount of money here, um.
[CUSTOMER][NEUTRAL] Well, how much are your money?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] OK, so for the full amount it was.
[AGENT][NEUTRAL] Around $16,000 but there was a policy loan for a $13,000 here.
[AGENT][NEUTRAL] $1300 sorry.
[CUSTOMER][NEUTRAL] But, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $1600 and the policy loan was around $1300.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so I paid in 16.
[AGENT][NEUTRAL] So, mhm.
[CUSTOMER][NEUTRAL] How much did I have and I, how much [PII] had I paid in?
[AGENT][NEUTRAL] Uh, I
[AGENT][NEUTRAL] I'm not able to look at that policy. I'm just looking at the notes here and that is what it says that there is a payment for.
[AGENT][NEUTRAL] $1600.77 dollars minus the loan that was $1300 with $46.64. So that that's the remaining that you received those $330.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] How much, baby, I can't um you cutting out a little bit. What did you repeat what you just said?
[AGENT][NEUTRAL] Alright, um, the loan amount that you um had was for $1300.46. $46.64.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the payment, um, I guess that we received was for $1600.77 dollars.
[CUSTOMER][NEUTRAL] 1600.
[AGENT][NEUTRAL] Mhm. So there was a little bit overpayment there, I guess, and that's what you received back those $330 with 36 cents.
[CUSTOMER][NEGATIVE] OK, well, what, what about the money I had, I told her I want to cancel my loan and put my money down what I paid in. What about that?
[AGENT][NEUTRAL] Um, I am unable to look at that information, um, Miss [PII].
[CUSTOMER][NEGATIVE] So she haven't paid me for um
[CUSTOMER][NEUTRAL] The money I paid in, right.
[AGENT][NEUTRAL] Uh, I, I really can't tell Miss [PII]. Ms. [PII] is, that is all the information that I can see here. Um, what we had on the loan and what was paid and what was remaining, that is, um, all I can see here. I don't have much information of the policy.
[CUSTOMER][NEUTRAL] OK, well then like you, OK, like when you have a policy with your other hand would have been close to 30 years. OK.
[CUSTOMER][NEUTRAL] If I want to cancel my loan, my uh policy and
[CUSTOMER][NEUTRAL] Put out all the money I paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She haven't did that yet.
[CUSTOMER][NEUTRAL] That's what I'm. I.
[AGENT][NEUTRAL] Uh, yeah, uh, only Ms. [PII] knows what she has been worked on the policy. Um, I can, I will write down your question, um, if she has worked on.
[AGENT][NEUTRAL] The policy loan amounts that or not the policy what you have remaining, how much that total will be, I guess she has been working on those calculations, but she's not available for today.
[CUSTOMER][NEUTRAL] OK, I got another question for you. What would you tell me that 300 and um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That $330.36 check was for, you said something about some overpaid.
[CUSTOMER][NEUTRAL] They sent me a check for 300 and uh.
[CUSTOMER][NEUTRAL] $36.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Now what was that for?
[AGENT][NEUTRAL] All right, there is a payment here for $1600.77.
[AGENT][NEUTRAL] That's that payment and the policy loan was for $1300. So those
[AGENT][NEUTRAL] uh that payment minus the loan, those $300 it's what is um remaining.
[CUSTOMER][NEUTRAL] So that's all I pay. OK, she got on here, see, I don't, that is, mhm.
[CUSTOMER][NEUTRAL] OK, on here she got.
[CUSTOMER][NEUTRAL] Cast, surrender in full and final payment. Now, what does that mean?
[AGENT][NEUTRAL] Um, that will be uh the only amount that you would be receiving.
[CUSTOMER][NEUTRAL] OK, she got down here $1,677. It took out $1,346 and that check was for $334. So, what about the money I have paid in? That's what I'm talking about.
[AGENT][NEUTRAL] Yes, um, that money that you have been paid in it is a calculation that again Ms. [PII] is the one that has um access to all the information in the spreadsheet of those payments. Unfortunately, I don't have that access to that information, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I can, what I can do is write down all the questions you have about the letter you received and the check that you received.
[CUSTOMER][NEGATIVE] Mhm. Cause I know I don't pay, I don't have this policy close to 30 years. Would have been if I had kept it, it would have been 2 or 3 years, it would have been 30 years. And I know I don't pay in more than $1000 and 600 and something.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEGATIVE] Cause all I want a cash amount I don't pay in.
[CUSTOMER][NEUTRAL] And I haven't heard anything about that.
[AGENT][NEUTRAL] Yes, M. [PII], um, again, I will go ahead and write down your questions, um,
[AGENT][NEUTRAL] About the policy, um.
[AGENT][NEUTRAL] Amounts that you have been paying and that you and that you want to cash out already. Um, I will be transferring this information to Ms. [PII] tomorrow morning and she will be giving you a call back.
[AGENT][NEUTRAL] Would that work?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, but not, but see, it's a lot of things. They took out this loan on me when my sister died. They took out for both loans.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they're telling me they don't when I was on a recorded line.
[CUSTOMER][NEUTRAL] And this difference was they telling me, you know, it was another black lady I talked to, just living in this black lady. They took out that loan because they said I hadn't paid on the loan and they just went on and took out both of them to, to write it off. I'm hearing this on this recorder mine on my phone now and uh.
[CUSTOMER][NEUTRAL] What my lawyer need is a printout. You can put it down. My lawyer needs a printout.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] The beginning of the loan when I first got it.
[CUSTOMER][NEUTRAL] And up until now.
[CUSTOMER][NEUTRAL] For [PII] and [PII], and we're going back and go look at [PII]'s loan.
[CUSTOMER][NEUTRAL] Because they took out a loan on him years ago but he passed, so.
[CUSTOMER][NEGATIVE] They're telling me they didn't say it when I'm, when I have proof that, that they're telling me this and all of a long will pop up for $1000 something dollars. They never send me a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Letter telling me what [PII] did. [PII] owed this.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] They took out for [PII], when they, when my sister pay, they took both loans out.
[CUSTOMER][NEGATIVE] And my lawyer won't.
[CUSTOMER][NEUTRAL] a printout from the first, when I first got the loan up until now.
[CUSTOMER][NEUTRAL] And up to the time, [PII], I pulled [PII]'s down last year.
[CUSTOMER][NEUTRAL] And I've got to get this in.
[AGENT][NEUTRAL] Yes, yes, totally understandable, Miss [PII], but again, um, unfortunately, um,
[AGENT][NEUTRAL] All I can do is write down your questions and I will get Ms. [PII] so you can talk more in depth about what um the loan amounts and everything about your policy.
[AGENT][NEUTRAL] She is the one who handles the um life policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, ain't no way you can just send out, uh, fax those papers to me but I just.
[AGENT][NEGATIVE] Mm, no, Miss [PII], unfortunately, I'm not able to.
[CUSTOMER][NEGATIVE] OK, OK. Because it's something this is what they're telling me is not true.
[CUSTOMER][POSITIVE] And then they make me look like I'm, don't know what I'm talking about, but I'm so glad we have recorders. I'm so glad of that. They took out for this loan and they gonna send me another $1300 something dollars. They had never told me that they, the loan was wiped clean that they had told me.
[CUSTOMER][NEUTRAL] So, let's say Lima to call me, please, ma'am.
[AGENT][NEUTRAL] Yes, I will, uh, I already had written down your um questions. Um, I will also go ahead and place a ticket so Ms. [PII] can give you a call back tomorrow as soon as she can, right?
[CUSTOMER][NEUTRAL] OK, [PII], what I'm trying to figure out right here now is this, baby.
[CUSTOMER][NEUTRAL] She haven't started in on.
[CUSTOMER][NEUTRAL] My cash in, uh, the cash value of my loan, what I wanna pull out. She haven't started on that yet, as you can see.
[AGENT][NEUTRAL] Um, I, let me look into if there's any request for it.
[CUSTOMER][POSITIVE] Cause Mr. [PII], he's been working on this ever since last year, and I got to get all this stuff into him.
[AGENT][NEUTRAL] All right, I'm looking through our system and see if I'm able to find anything that she has been working on. Allow me just a second please, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm gonna, let's take your time.
[CUSTOMER][NEUTRAL] 20 all these 20 some years.
[CUSTOMER][NEUTRAL] And stuff, you know, I just want to put everything I paid in. I wanted to, you know.
[CUSTOMER][NEUTRAL] But she and I talked about that.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] All right, Ms. [PII], I am not being able to find anything of what um uh she's working on in this policy. That is information that only she has.
[CUSTOMER][NEUTRAL] OK. You just said something a few minutes ago, 16,000. What did you tell me about that?
[AGENT][NEUTRAL] But the 60,000, that that was just notes that she um uh plugged into the policy and from other, there's no any note about, about it.
[CUSTOMER][NEUTRAL] See what that baby, you, I can't understand you. I'm so sorry. What did you say?
[AGENT][NEUTRAL] Um, for, from those $1600 I, that is the only notes that she plugged into the policy that she left for us, but that is pretty much it. There's no other information about it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, will she be in tomorrow?
[AGENT][NEUTRAL] Yes, she will. She works on Tuesdays through Thur Tuesday through Fridays.
[CUSTOMER][NEUTRAL] OK, ma'am. All right then um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I would just tell I need those people to send it to my lawyer cause they don't, they don't, so wrong, what they doing to me was fraud and I don't understand why they did that they took the money out and I'm listening to them telling me that they go.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You know, took every loan, paid every loan off when my sister died, he took out $5000. That was for both loans and a lot of more little cricks in there, they said they were sending me.
[CUSTOMER][NEUTRAL] Letters telling me that
[CUSTOMER][NEGATIVE] [PII] with [PII] oh, but I, I don't have that nowhere in my suitcase for all of my other papers there. They never send me anything about [PII]. They'll send me a letter and tell me that the amount of your loan is blah blah blah.
[CUSTOMER][NEGATIVE] No names, no nothing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right then, well, I appreciate you, babe. Bye-bye.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Have a nice day.