AccountId: 011433970860
ContactId: 11ecdf46-df22-4bdd-b121-cf909c2b4d15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 613150 ms
Total Talk Time (AGENT): 137427 ms
Total Talk Time (CUSTOMER): 349669 ms
Interruptions: 3
Overall Sentiment: AGENT=2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/11ecdf46-df22-4bdd-b121-cf909c2b4d15_20250305T19:39_UTC.wav
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[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have my mother with me. I had spoken to a lady at your place, uh, last week or so, but my mother has a policy with y'all. She's had it for so many years, but we're trying to close that policy because we're closing out that account number, her bank account, and she doesn't need this policy any longer and instead of closing the account, we wanted to go ahead and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I mean, the bank account we wanted to go ahead and just, you know, let you guys know that she's closing it, but I needed to get with her and let her give y'all permission.
[CUSTOMER][NEUTRAL] To speak with me or if she can just tell you to close the account that would be.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you out with the account um and the policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, that's great. It is [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]. You got a better day, but she doesn't need it.
[AGENT][NEUTRAL] Thank you for that. And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, 644-717.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] You're an amazing lady. What.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah she won't need my.
[CUSTOMER][NEUTRAL] Who's been helping you with this? Well, it's been, we haven't looked at it in years because you wanted to go ahead and keep it, but keeping what keeping.
[AGENT][NEUTRAL] Alright Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much. Um, hi, so can you just verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII], is that right that uh huh, yeah, and what was the other thing my address?
[AGENT][NEUTRAL] Yes, ma'am, your mailing address and email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, and, and let me just tell you this because her mailing address, she's been in to assisted living and the address that is on her policy like I said she set this up years ago and we changed the address on the bank account but I don't think it's ever been changed on the policy so she can give you her current address on the policy that on that is on the credit union and then.
[CUSTOMER][NEUTRAL] We'll give you the other one I think if we can have it. I think it's uh it's in [PII], but we, I'm not sure which address you have it but mother, go ahead and tell her where your mail, your mail currently goes. OK, [PII].
[CUSTOMER][NEUTRAL] Carrollton, C A R R O L L.
[CUSTOMER][NEUTRAL] TON Texas.
[CUSTOMER][NEUTRAL] [PII]. What's that? That's her zip code, the zip code [PII]. So is that it or if if not I can give you what she it was like I said when she moved to [PII] 20 something years ago and we just never.
[CUSTOMER][NEGATIVE] She's never done anything with the policy.
[AGENT][NEUTRAL] Um, yes, this one's showing is in Plano. It's on [PII].
[CUSTOMER][NEUTRAL] OK, yeah, [PII]. OK, good, because I was, yeah, I work, uh-huh.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And, um, Miss [PII]
[CUSTOMER][NEUTRAL] Do you want to, do you want?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I was just gonna say all of her mail now goes to the [PII] address. I mean, I, I'm assuming y'all won't need to send us anything once we cancel it, but if there's a possibility y'all would want to get in touch with her. I don't know if you want to update her address, but to do it. Well, as long as they have on there too, I think it's OK once we close it. I'm just don't know if there's any more alert to hold, OK, yeah, I think.
[AGENT][NEUTRAL] And Ms. [PII], is it all right, um, just for this call, are you giving me permission to speak to [PII] on your behalf?
[CUSTOMER][NEUTRAL] Yes, I'll let you speak to [PII]. Yeah, if she's not here, you can call her name like her home.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let her tell you let her tell you all what she wants. All right, now. All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so, um, so, so you want to close the, well, hold on, let me check on this first. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, sure, why, uh-huh.
[AGENT][NEUTRAL] While I'm checking on this, um, all the information provided is a verification of benefits, not a guarantee of payment. So it looks like, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy is paid up to [PII]. OK, so when did you want to term the policy as of [PII]?
[CUSTOMER][NEUTRAL] That would be great, yeah, yeah, we're because we're gonna just like I said, we're gonna close that bank because she's got account here in [PII], so there's we're trying to close what's over in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yes, um, once we get this done and it's something else we're gonna go ahead and tell them to close it so it would be as of February, I mean March.
[AGENT][NEUTRAL] OK, so hold on one second.
[CUSTOMER][POSITIVE] You're so smart. That's better from you. How about you, bud. I thank you. Oh, you don't have that much, um, you move all your money's been already moved. You only have just a couple $100.
[AGENT][NEUTRAL] Alright, so here's um what we can do. I I went ahead and terminated the policy as of [PII], um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you write that in [PII].
[AGENT][NEUTRAL] You're gonna also receive a letter in the mail that the policy has been terminated just like a confirmatio[PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK, do you want to put that [PII] address because, like I said, she's been gone from that [PII] address for gosh probably 7 years.
[AGENT][NEUTRAL] OK, yes, hold on one moment, let me save this and then I can update that as well for you.
[CUSTOMER][NEUTRAL] So OK.
[CUSTOMER][POSITIVE] OK, great, great.
[CUSTOMER][NEUTRAL] Glad you're doing this because I don't know any well we just.
[CUSTOMER][NEUTRAL] Kind of had to let it sit there but.
[CUSTOMER][NEUTRAL] You haven't everything so electronic we've never had the need to send it to you.
[AGENT][NEUTRAL] And what was the um new address?
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] Brooksy all one word.
[CUSTOMER][NEUTRAL] Drive
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[CUSTOMER][NEUTRAL] Texas.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you mind if I place you on just a brief hold, um, so that I can terminate this correctly? OK, hold on one moment.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEGATIVE] No, no thank you. HOL. You are on hold.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so wait a minute.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] OK, um, thank you all for holding. I apologize for that wait. So,
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][NEGATIVE] That's no.
[AGENT][NEUTRAL] So I um I have went ahead and turned the policy for you all. I've updated the mailing address to the [PII] um address, so the confirmation number will be going to um that location, that address.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Pretty good. Very good. Well, thank you so much for your help. We've been trying to put off getting all this done and it's just trying to it'd be nice to have one more thing off our list, so appreciate your help.
[AGENT][POSITIVE] Well, I'm glad to assist you. You're very welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Uh, I don't think so. Thank you. I'd like to thank you, I'd like to thank you and tell you I'm very fortunate to have so many wonderful daughters to help me. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for
[AGENT][POSITIVE] Oh, thank you. You're very welcome. Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. Enjoy the rest of your day. Bye-bye.
[AGENT][NEUTRAL] Alright, you too. Bye-bye.
[CUSTOMER][NEGATIVE] You're taking over my life, huh?