AccountId: 011433970860
ContactId: 052611b7-23a3-44d3-a3b9-b28be3a65063
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180399 ms
Total Talk Time (AGENT): 56028 ms
Total Talk Time (CUSTOMER): 71417 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/052611b7-23a3-44d3-a3b9-b28be3a65063_20250103T16:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Uh, my mother, [PII], has got $14.50 coming out of her bank account on a monthly basis, and we do not know what that is, and it's from your company.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Well, we don't, we don't know what it is. We don't even know if we have a policy with you.
[AGENT][NEUTRAL] OK, what is your mom's first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell her first name
[CUSTOMER][NEUTRAL] You need a birth date?
[AGENT][NEUTRAL] Spell her first name.
[CUSTOMER][NEUTRAL] Well, it's either [PII] or sometimes she puts [PII]
[AGENT][NEUTRAL] OK. And yes, go ahead and give me her date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what type of policy does she have?
[AGENT][NEUTRAL] You don't know.
[CUSTOMER][NEUTRAL] We didn't realize she, yeah, we didn't even realize she had one she got one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] It's just it says American.
[CUSTOMER][NEUTRAL] Public insurance company premium.
[AGENT][NEUTRAL] Does it say American Public Life or just American public?
[CUSTOMER][NEUTRAL] Uh, let me check again. Hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That the insurance
[CUSTOMER][NEUTRAL] Says American public insurance premium.
[AGENT][NEUTRAL] OK. And is [PII] around?
[CUSTOMER][NEUTRAL] Uh, she is not.
[CUSTOMER][NEUTRAL] I'm calling for her. She's at her house and I'm at mine, but.
[CUSTOMER][POSITIVE] If I need to have her I can I can do that later.
[AGENT][NEUTRAL] Yeah, yeah, we'll need to get permission from Ms. [PII] to speak with you regarding the file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But do you have something on her?
[AGENT][NEUTRAL] We cannot advise until we can get permission from her to speak with you.
[CUSTOMER][NEUTRAL] OK alright I'll call back later.
[AGENT][NEUTRAL] OK, and [PII], what's your last name?
[CUSTOMER][NEUTRAL] [PII]'m, my son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you're, OK. All right. And so if you could call back and have Ms. [PII] on the phone, we can get permission to um ask her for for permission to speak with you regarding her file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, all right, thank you.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. If any no other questions, have a good day.
[CUSTOMER][NEUTRAL] All right.