AccountId: 011433970860
ContactId: f4c5faf5-3c24-4615-8cc0-b02518555524
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 857909 ms
Total Talk Time (AGENT): 496442 ms
Total Talk Time (CUSTOMER): 397689 ms
Interruptions: 13
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f4c5faf5-3c24-4615-8cc0-b02518555524_20250410T14:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII]. You left a message on my voicemail?
[AGENT][POSITIVE] Yes, ma'am. I'm so glad to come. Yes, ma'am. I was just going to send you another email. Uh, we was calling because I haven't got any information to pay this life policy to you all. I spoke with [PII] back in September and he said he had a crust and a will, and ever since then I've been called.
[CUSTOMER][NEUTRAL] About, uh, my father's policy.
[AGENT][NEUTRAL] and sending out letters to him to get that information for us to be able to process the life benefits, but I haven't got anything, so I looked and I see where I had spoke with you and sent you the information so I was trying to check to see how can we get this information to be able to try to get this resolved.
[CUSTOMER][NEGATIVE] OK, I can't believe my brother hasn't handled this. Um,
[CUSTOMER][NEUTRAL] Uh, I mean, it's, my father has now been gone for 3 years. So, um,
[AGENT][NEUTRAL] Yeah. And yeah, we, uh, and see, I've been calling, but I only get his voicemail and I leave him a message and he don't return the call back. So, uh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I don't even call him. I call his wife's number cause she'll answer. And so, but I, you know, I know it's gonna be paid to um to the, the AO Smith and TF uh T T Francis Smith uh Trust and my brother [PII] with his trustee.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so that's why, yeah, that's why we need a, yeah, we just need a copy of that information for us to be able to send it to our liquor department and then they'll determine how we're going, you know, how we're gonna pay the money out and we will also, you know, we would need the address where it needs to be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sent to if it's going to be paid to the crust and then if it's going to be paid, you know, depending on what leaks say and what you know the law is, it could be split between all four of y'all, so we don't know. We would need a list of each person's name and address also to send, you know, to our legal department.
[CUSTOMER][NEUTRAL] Now, now, the trust is quite lengthy. With the first page that establishes the trust and names [PII] as trustee, and then the other page that names each of us, the four siblings and um and I don't know that our addresses are in there, but I can provide them. Um and
[AGENT][NEUTRAL] Yeah, that's what you need to do. You provide them. Yeah, yeah, send us what you can send me and then if we need additional information, I can already, you know, let you know, but send me, you know, what you can send me and then I can get it to our legal department and if they say we need some additional information, I can always call you and let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May, may I ask what the amount of the policy is?
[AGENT][NEUTRAL] $10,000.
[CUSTOMER][NEUTRAL] OK. So it's not a huge thing. That's probably why my brother's not paying that close attention to it. But, but I, I know you want to get it off your books. I, I understand. You want to close it out.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, but, yeah, but it's, you know, we have to.
[AGENT][NEUTRAL] Yeah, and we have to pay by law and by law we have to pay it. We have to do our due diligence before we send it to unclaimed property, meaning that it'll go to the state and then it'd be on y'all to, you know, it'll be unclaimed property to the state. So before we do anything like that, and we know we got, he got living children and stuff, we're just trying to get this taken care of, yeah, yeah.
[CUSTOMER][NEUTRAL] I understand and I appreciate your due diligence and I'm gonna do mine. I'm gonna call my brother right now. And um just uh let me go ahead. I'm sure he has it, but I'm not sure how much, how close he is to being able to find it. So, um, where would, where does do things need to be sent and is it to your attention?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You can put it to my attention and I can give you our fax number first, and then I'll give you our mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our fax number is 8.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] Oh, and your last name was [PII]?
[AGENT][NEUTRAL] Uh, [PII] My last name is [PII], [PII], [PII], and the name of the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. We don't, we don't run into too many wives. OK, and the name?
[AGENT][NEUTRAL] No, we don't. Yeah, we sure don't. OK, and the name of the company is APL. It's short for American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our mailing address.
[CUSTOMER][NEUTRAL] Is APL sufficient?
[AGENT][NEUTRAL] Uh, uh, which they.
[CUSTOMER][NEUTRAL] Is APL sufficient in the address?
[AGENT][NEUTRAL] No, it's APL.
[CUSTOMER][NEUTRAL] Or do you, did you spell out?
[AGENT][NEUTRAL] No, you can put APL, you can put APL, uh-huh, and, and uh.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK. All right, and the address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII], [PII].
[CUSTOMER][NEUTRAL] OK, see.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I do have a brother who lives there in [PII]. Um, but, yeah. Now, I, I wrote over my numbers cause I didn't write them correctly. Could you give me the [PII] number again, please?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] OK. And so you need to know to whom?
[CUSTOMER][NEUTRAL] To pay
[AGENT][NEUTRAL] Yeah, we need, we, well, I can, I sent you an email so did you get that email I sent you back a while back with the live claim form where.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] You would
[CUSTOMER][NEUTRAL] actually, um, I had deferred to my brother and, and I didn't get that. So, uh, but I know he probably did. But if you want to send it to me again, in case you can't find it, I'll print it out and, and make sure that he gets it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will.
[AGENT][NEUTRAL] And we got your address as being [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, yeah, because I know it didn't come back when I sent that back in, I believe that was in September, June, June, I believe the June of last year. Yeah, June of last year. Yeah, I sent you that last year.
[CUSTOMER][POSITIVE] Oh, goodness gracious.
[CUSTOMER][NEUTRAL] There's no, I, I really, really apologize. How long would it be before it went into unclaimed?
[AGENT][NEUTRAL] Oh, it was, we, we do our due diligence to try to get it paid. We wouldn't send it until we just had no, no other exhaustion. But since I'm speaking with y'all and know y'all living and know what's going on, I wouldn't send it. I would just wait and continue to cry this deal, get this paid to the next of kin, which is the family of the children, uh, or the or the trust, you know.
[CUSTOMER][NEUTRAL] With the state.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and you know, I'm gonna.
[CUSTOMER][POSITIVE] Well, I'm gonna encourage him as trustee to, and he's an attorney, so he would know how to do it, uh, you know, direct you to split the payments. And that way, we can each get that and um have it for whatever comes up, like broken doors and things like that. So, um, yeah, I say that because yesterday, my daughter's uh somebody doing her lawn.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] shattered her one entire um French door. The glass just shattered. So anyway, all right, well, um I will get
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, I will, I will email, I will email this to you and I have the information that we need on that telling you what, what needs to be sent in and then you can get it to him and, uh, you know, like that. So yeah, but that is our address, but I'll make sure I put the address and the fax number on this email that I'm gonna send you. And once you get the email, if you can just text me back, no, email me back and say thanks, I know you got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, actually, um, I can check it right now if you want to um give me a chance to look it up. It won't.
[AGENT][NEUTRAL] OK, OK, OK, give me and uh let me, let me finish the email. OK, go ahead, uh, you can be looking yours up while I'm finishing the email telling you what we need, OK.
[CUSTOMER][NEUTRAL] OK. I'll be waiting for it to come through.
[AGENT][NEUTRAL] OK, OK. Attached life claim form and a list of living children along with address and date of birth. Uh, any.
[AGENT][NEUTRAL] Any
[AGENT][NEUTRAL] Legal.
[AGENT][NEUTRAL] Documents, documentation, documentation, patients, any legal documentation such.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As a wheel.
[AGENT][NEUTRAL] A cross the RUST. I think that's all we need to live. OK, and then I'm gonna put our address.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I know in talking to you, he took this policy out the month after I was born, so I'm assuming that when mother had her 4th child, they decided that was it. So he took the life policy out then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 44 8950.
[AGENT][NEUTRAL] Oklahoma. OK. H O M A. OK, 73124 and fax number is because it can be faxed to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, well, they kind of live in a a remote area and um they'd have to have to drive into [PII] to get to a fax machine probably.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. That's all right. OK.
[AGENT][NEUTRAL] Yeah, fax number 7.
[AGENT][NEUTRAL] 3. OK. And let me get the attachment fixed to it. Let me get the death claim um added to this.
[AGENT][NEUTRAL] And we can see.
[AGENT][POSITIVE] You get this. I'm, I'm just so appreciative that because I was going through my notes. Then I said, Well, I spoke to the the sister. I said I can call her cause I've been calling him for the last couple of months. I've just been calling him, leaving him a message and, and sending him uh the claim form, you know, asking for the information cause I remember you said that he was over the this information, so that's why I was just trying to get him, but, uh, you know.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Yeah, he's, he's kind of overwhelmed. He's got a house, he's trying to fix up to sell, and it's in [PII], and he lives in [PII], and, uh, you know, that's about a 5-hour drive and, um, you know, there's been some medical issues. He had a heart attack last September. So, um, you know.
[AGENT][NEUTRAL] Oh, OK. See, I figured something, I figured something had went on. I said, well, maybe he's sick. Uh, so that's why. OK, so I'm sending it now.
[CUSTOMER][MIXED] Well, he was very, very, very fortunate. He's fine now, but you know, that was a scare and my brother-in-law has died and I've fallen and broken both my wrists and there's just been a lot going on within the family. Um, so I appreciate your, your being so diligent with this, and I apologize for my, for my brother, but, um, you know, well, it means
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's all right. We know things happen, yeah.
[CUSTOMER][NEUTRAL] I know, but, but we as siblings are waiting for this estate to close, and it's a long time to have to wait. So, um, I'm gonna try to light a fire under him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, did you get it yet? I ain't.
[CUSTOMER][NEUTRAL] And, and, OK, well, I hadn't, I'm just sitting at the computer. Let me just log into Yahoo Mail.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Should be the thing on the top.
[CUSTOMER][NEUTRAL] Life [PII] policy number 00151677. That's it.
[AGENT][NEUTRAL] Yeah, that's it. That that's his policy number. So the main thing we need is the life claims completed and get it notarized, send a copy of the, you know, the crust or will, whatever he got legal document, and the list of all the living children and their address. And once I get it, I'm going to send it to our legal department. They will review the information. They will come back and tell me how to process the benefits to be paid or if I need some additional information, I will give you a call, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Now, if the, if the, the, the trust stipulates [PII] to be the trustee, but he has the authority to make things, you know, happen with the trust.
[CUSTOMER][NEUTRAL] Uh, would it be, and I guess this maybe would be a question for your legal department, but if he sent in uh something that said that, would you please direct the proceeds, um, 25% each to these four people and, um, maybe that.
[AGENT][NEUTRAL] Yeah, that would be something legal.
[AGENT][NEUTRAL] Yeah, he, he, he want, he can put, yeah, he can put that with his information. Everything that you see, I was sent to the legal and they would determined by law, by the state of that law where, you know, we, the policy was brought, you know, brought would determine which way it should go based on the information they have. So yeah, since if he wanted it to be done like that, he can put a letter with it and everything would go to our legal department for review.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, you know, um,
[CUSTOMER][NEUTRAL] So the sign his signature needs to be notarized on the claim form.
[AGENT][NEUTRAL] Yeah, he needs, it have to be notarized. once you fill out that claim form, he have to get it notarized. Uhhuh.
[CUSTOMER][POSITIVE] OK, well, um, thank you so much for continuing to, to be in touch with me. Um, I'm gonna call him right now and I may call my sister and my brother, the other brother, and say, come on, we got to light a fire under [PII]. So, um, we, we appreciate it. You take care.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You too, and thank you, Ms. [PII]. Y'all have any other questions, you got my number, just give me a call back, OK?
[CUSTOMER][POSITIVE] God bless.
[CUSTOMER][POSITIVE] OK, will do. Thank you. Bye-bye.
[AGENT][POSITIVE] All right. You're welcome. Bye-bye.