AccountId: 011433970860
ContactId: fdbda6a4-c139-498f-aba4-02220598d7db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 748479 ms
Total Talk Time (AGENT): 308109 ms
Total Talk Time (CUSTOMER): 292721 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/fdbda6a4-c139-498f-aba4-02220598d7db_20250221T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] OK, I'm calling from American Public Life Insurance. Is that where I got?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, I'm calling on a uh insurance policy that we had that we surrendered, and the name is under [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh what I want to know is how I, I can't find the file on it to see how much we got where we surrendered it and do I have to file that with income tax.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we can get that pulled up and take a look um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, it's for [PII] the, I'm [PII]. I'm the wife of, yeah, I think it, I think the policy was in the name of [PII].
[AGENT][NEUTRAL] Your [PII], OK.
[AGENT][NEUTRAL] Thank you [PII]. OK, sure. I just wanted to know who I was talking to. Let's see, and that last name that was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it all right and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you happen to have that policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't, I don't know where the file is on the policy, yeah.
[AGENT][NEUTRAL] That's OK, sure, no worries, um, let's see, I could start choosing a social.
[CUSTOMER][NEUTRAL] OK, uh, the last four digits, you want just the last four digits.
[AGENT][NEUTRAL] Um, I would need the full social. Well, I tell you what, let me try, um, searching just using his name that's a bit of a unique name, so let me try to search that way. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I can give you the full social number if you want it.
[AGENT][NEUTRAL] Let's try this first. I may not need it. Give me just a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just to verify, that was [PII] as the first name, correct?
[CUSTOMER][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] OK, and then the last name was [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, well I didn't get anyone with that name when I tried searching so let's let's try um the social.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] Uh, there was a junior at the end. OK, no, no, that's OK. I wouldn't imagine it was that had to be that specific. That's kind of funny. um, OK, and just gonna verify some information really quick, um, do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, yeah, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Have what excuse me, what? He what?
[AGENT][NEUTRAL] Um, the date of birth.
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you and then uh do you have the mailing address that we had on file?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information for me, [PII]. Give me just a moment, let me try.
[AGENT][NEUTRAL] Pull this information up and see what I can find for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, Miss [PII], if you don't mind, I'm going to put you on a brief hold and reach out to our customer service department because I'm not seeing any um correspondence that I might be able to send you uh so let me see if they've got something they might be able to send to you regarding this give me just a moment. I'll get right back with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a member on the line um who surrendered a policy with us last year and she doesn't have any of the or she couldn't find any of the paperwork that was sent regarding the amount um and I I tried looking in uh correspondence and I don't see anything in Onase that I might be able to send her.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 151729.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, yeah, we're speaking with um [PII].
[CUSTOMER][NEUTRAL] Yeah, she's she's not the owner of the policy.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Yeah, uh, we, we can't give her any information. Her husband will have to call.
[AGENT][NEUTRAL] OK, um, but you do have that information, so if he were able to call back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It should be an imaging. Let me look and see real quick, um.
[AGENT][NEUTRAL] Uh, I couldn't find anything under, um, I tried looking in correspondence and I don't see anything. Well, I don't see that category for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, there it would be under correspondence.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And what day did I do that on?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let's look at the first one there.
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] Under correspondence, uh.
[AGENT][NEUTRAL] I don't see correspondence online at all. Oh, that's weird.
[CUSTOMER][NEUTRAL] Are you going under custom queries?
[AGENT][NEUTRAL] See, I usually do the, um, I did the policy number, yeah.
[CUSTOMER][NEUTRAL] And policy number?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But yeah the letters in imaging um.
[AGENT][NEUTRAL] Hm, OK. I don't know why I can't see it, but um.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] 183 um.
[AGENT][NEUTRAL] OK, I'll just try to
[CUSTOMER][NEUTRAL] I usually just go to custom queries and then go to policy number and I don't click on anything. I just put the policy number in there 00151729 and enter and it'll pull up everything and then I just look for the date [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And it's the first one there's [PII] on [PII].
[CUSTOMER][NEUTRAL] But this is the first one on me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I found it. OK, OK, sorry, right, I had to go back that was weird um, alright, well I appreciate your help. I'll let her know that um [PII] would have to give us a call for that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well thank you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Uh-huh, thank you and have a good day. Bye.
[AGENT][NEUTRAL] Alright bye bye. You too, bye.
[AGENT][NEUTRAL] Hi Ms. [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] I'm here, yes.
[AGENT][NEUTRAL] OK, um, so as you are not the policy holder is [PII] available that I could speak with him?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, he has some health issues but uh I'll get him on the, the other phone and that way if he can't answer you, I will, OK, yeah, because he has uh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I just have to be able to verify his information and then just get his permission to speak with you.
[CUSTOMER][NEUTRAL] OK, yeah, let me.
[CUSTOMER][NEUTRAL] Get him.
[CUSTOMER][NEUTRAL] OK, uh, I'm talking to them at American Life, uh, public life insurance, and, uh, anyway, so she needs to talk to you to verify some information because the policy was in your name.
[CUSTOMER][NEUTRAL] Hello? Fine.
[AGENT][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Glad to hear it. Um, just gonna verify some information really quick from you um can I get your date of birth please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Away from you, um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] And can I get your mailing address?
[CUSTOMER][NEUTRAL] The mailing address here here uh OK it's [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm and then uh do we have your permission to speak with [PII] on your behalf?
[CUSTOMER][NEUTRAL] And then uh do we have your
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Alrighty, I appreciate it. Thank you. You can put her back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, I'm here.
[AGENT][NEUTRAL] Alrighty sorry about that. I appreciate it um OK so I do have copies of the letters that we sent to you so that amount was $8,573.00 sorry go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, wait, no, let me, let me write that down. See, I can't find the folder that any, any information and or the amount that we got or anything. That's why I'm calling because, uh, uh, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No worries, yeah, I can send you whatever you need I can send you other copies of that um if you need it.
[CUSTOMER][NEUTRAL] OK, OK, so it's 8000.
[AGENT][NEUTRAL] $8,573.20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because I'm getting things together for my income tax and I thought, oh, I better get some information here.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh right, yes, it is coming up. Oh my goodness, all right, let's see, um.
[CUSTOMER][NEUTRAL] because I didn't know if you all send a 1099 or how do I go about doing that.
[AGENT][NEUTRAL] Yes, give me just a moment, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe you should get a 1099 for this. Um, let me see if that had already been sent out.
[CUSTOMER][NEGATIVE] OK, yeah, I haven't, haven't received one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see, [PII], if you don't mind, I'm actually going to give you a call back if that's OK, um, just so I don't have to keep you on the line this whole time, let me, um, verify I'm gonna read back the callback number you gave me to make sure I heard it correctly that was [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] OK, yes, that'd be fine.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, I mean, yeah, OK, yep.
[AGENT][POSITIVE] OK, that's what I've got OK alrighty I will, uh, find out what I can for you and then once I have that information I'll give you a call right back OK?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][POSITIVE] OK, yeah, thank you very much. mhm, thank you, uh huh bye.
[AGENT][POSITIVE] Alrighty, yes ma'am thank you bye bye.