AccountId: 011433970860
ContactId: 0ab197dd-67b5-4f0c-bcc2-ddd4a57a81c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281160 ms
Total Talk Time (AGENT): 63740 ms
Total Talk Time (CUSTOMER): 179326 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/0ab197dd-67b5-4f0c-bcc2-ddd4a57a81c0_20250321T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] No, this is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Did, did you ever look, you said you were gonna check on that loan for me and I called but you were out that day.
[CUSTOMER][NEUTRAL] And I left you a message for [PII].
[CUSTOMER][POSITIVE] With [PII], an army of wonderful girls.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] When I told you they charged me twice for that loan.
[AGENT][NEUTRAL] That was two separate loans that they were charging you for, one on, uh, one child and the other one on the other child.
[CUSTOMER][NEUTRAL] No, ma'am. You and I talk. You and I talked. It's on this answering machine. We talked [PII] cause you told me you was off that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The day before the [PII]. You, you and I talked [PII].
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] And when I picked, picked the phone up to answer, the answer machine I clicked on you and I was talking and I was asking you.
[CUSTOMER][NEUTRAL] Why did they take both of them out? And you told me, said, since I hadn't paid on the loan.
[CUSTOMER][NEUTRAL] That uh that that somebody you all supposed to, somebody told you to take out both of them out. And I asked you, I said are you gonna write oh then I have you on my answering machine telling me this, if you wanna get it some kind of way I can send it to you. I'm not lying.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I, it was go back, pull your thing back. I know we're being recorded. Pull yours back to [PII].
[CUSTOMER][NEUTRAL] That's when you and I talked. Pull it back and you, you and I talked on that day.
[AGENT][NEUTRAL] Last year or this year, [PII] or [PII]?
[CUSTOMER][NEUTRAL] Because I had
[CUSTOMER][NEUTRAL] 24. You gonna hear what you're telling me cause we're being recorded.
[CUSTOMER][NEUTRAL] I'm not lying. All these years I have paid out on this loan and, and uh they, what they did, they charged me. They took that loan out but they didn't write it off for that uh [PII].
[CUSTOMER][NEUTRAL] [PII], they didn't write it out.
[AGENT][NEUTRAL] OK. Give me.
[AGENT][NEUTRAL] All right. Give me the policy numbers and I'll get my supervisor to check into it. She can pull up the phone call.
[CUSTOMER][NEUTRAL] And I know I'm here.
[CUSTOMER][NEUTRAL] OK, you tell her she needs this uh answering machine, I can fix it some kind of way, get somebody to do it for me.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] 004.
[CUSTOMER][NEUTRAL] 57946
[CUSTOMER][NEUTRAL] January.
[CUSTOMER][NEUTRAL] Of last year, the [PII], on the [PII], you told me you was off that day, that day before the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess what the [PII] you was out on that day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the other policy number?
[CUSTOMER][NEUTRAL] I don't know how
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I got to find it and send it to you for [PII]'s.
[CUSTOMER][NEUTRAL] This is that's crystal for they, they, they all on there together.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I can find her.
[CUSTOMER][NEUTRAL] Why you here
[CUSTOMER][NEUTRAL] Oh, OK then.
[AGENT][NEUTRAL] OK. And what's the, what's a good callback number?
[CUSTOMER][NEUTRAL] Do I need
[CUSTOMER][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, let me ask you, they sent me a kick.
[CUSTOMER][NEUTRAL] For $336.40 I think it was.
[CUSTOMER][NEUTRAL] What was that check for?
[AGENT][NEUTRAL] You send in surrender forms, you didn't want the policy any longer. That's what cash value was left on that policy.
[CUSTOMER][NEUTRAL] That's all I had paid in.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Now, repeat what you just said now.
[AGENT][NEUTRAL] That was the cash value that was left on the policy, um, when you send in the surrender forms.
[CUSTOMER][NEUTRAL] I took
[CUSTOMER][NEUTRAL] OK, after you took [PII] out, that was it then.
[AGENT][NEUTRAL] No, ma'am. I don't take [PII]'s loan out of Maggie's.
[AGENT][NEUTRAL] Check, but
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Please listen to that tape, ma'am.
[AGENT][NEUTRAL] I'll send, I'll listen to it.
[CUSTOMER][NEUTRAL] Somebody is
[CUSTOMER][NEUTRAL] OK, then, you get you.
[AGENT][NEUTRAL] Well, I'll get my supervisor. She can listen to it. I, I don't have access.
[CUSTOMER][POSITIVE] All right, well, you can get to church with me next week then, OK.
[AGENT][NEUTRAL] I sure will.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Alright, goodbye.