AccountId: 011433970860
ContactId: 12fd3338-5d6e-42ce-a803-4b9ece780b8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521049 ms
Total Talk Time (AGENT): 176305 ms
Total Talk Time (CUSTOMER): 246853 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/12fd3338-5d6e-42ce-a803-4b9ece780b8a_20250217T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I have a check and a letter here from [PII].
[CUSTOMER][NEUTRAL] In customer service and her extension is [PII]. And I pushed it several times, but it just takes me back to the main menu.
[CUSTOMER][NEUTRAL] Uh, I don't know, maybe you can help me or you can get me in contact with her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you happen to have a policy number or the check number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It looks like 9B.
[CUSTOMER][NEUTRAL] 0059120
[AGENT][NEUTRAL] Uh, let's see, give me one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Do I have a what?
[AGENT][NEUTRAL] Callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and give me a moment. And verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII], do you happen to have that check number and the amount?
[CUSTOMER][NEGATIVE] Hold on this darn phone trying to call in and it's beeping over you. All right, now what did you say?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, do you have the check number and the amount?
[CUSTOMER][NEUTRAL] Well, the check is the check number 02024903.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for $346.50.
[AGENT][NEUTRAL] 50. OK.
[CUSTOMER][NEUTRAL] And it says it's overpaid premium for a collapsed or.
[CUSTOMER][NEUTRAL] Uh, what's it say? Uh.
[CUSTOMER][NEGATIVE] Well, I can't find it now. The idea that the policy is expired.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know how the policy could expire. It's being paid automatically out of my checking account.
[CUSTOMER][NEUTRAL] For over 40 years, so I don't know what they're trying to pull. I've got a claim in, so are they trying to beat me on the claim or what?
[AGENT][NEUTRAL] OK, let me see if I can get uh someone in customer service to get Ms. [PII] for you. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII] [PII] and the cult jam is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII]. I'm good. How are you?
[AGENT][NEUTRAL] I'm good for a Monday. I'm working on my 2nd cup.
[CUSTOMER][NEUTRAL] Hey man.
[CUSTOMER][NEUTRAL] Uh, I just finished mine, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Trying to stay, I'm trying not to drink sodas for a month and I'm, I'm craving a soda right now. But anyway.
[CUSTOMER][NEUTRAL] Good for you. I'm trying not to drink them too. I had given them up for years and I'm addicted again and I'm like, no, no, no. Anyway, what's the
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, especially forunki orange. Oh my goodness, um.
[CUSTOMER][POSITIVE] Oh, that's just plain coke. There's a some kiss.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, God bless you. OK, well, yeah, good, I hope you make it, girl. I hope you make it. Me and you both.
[AGENT][NEUTRAL] Or Mountain Dew.
[AGENT][NEUTRAL] Oh yeah, yeah. I'm gonna try, but um I have an insured on the phone. He's calling about a letter he received in a refund check.
[CUSTOMER][NEUTRAL] That's, we chat.
[CUSTOMER][POSITIVE] For sure.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEGATIVE] Um, for his policy, and he is saying he doesn't understand why he's receiving a refund check and it's saying his policy lapsed when it's been drafted out of his account for over 40 years.
[CUSTOMER][NEUTRAL] Oh my genies, OK, I bet you aged out. I wonder if that's it. What's the policy number?
[AGENT][NEUTRAL] Um, 70, I'm sorry, 70982.
[CUSTOMER][NEUTRAL] 70982.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I bet it's from those policies that he aged out on.
[AGENT][NEUTRAL] For an accident policy? Don't they do that with the intensive care?
[CUSTOMER][NEUTRAL] I, I can't keep up. I don't do customer service. I do new business. I take, but we do take customer service calls and I, I just, I, I just, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII], yeah, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, he's active.
[CUSTOMER][NEUTRAL] My gosh! This is crazy. It's only page of 622.
[AGENT][NEUTRAL] I don't know, he is saying.
[AGENT][NEUTRAL] Yeah, oh, uh-huh, I see that now.
[AGENT][NEUTRAL] We had 25
[CUSTOMER][NEGATIVE] I'm confused completely.
[AGENT][NEUTRAL] Yeah, it said, he said it's from [PII]. I was thinking about calling her, but I just went directly to uh customer service team.
[CUSTOMER][NEUTRAL] She's not here today and I will have to have [PII], let me go see if I can find her notes. [PII]. I was called to change?
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Bank, uh, must be bank number for draft change.
[CUSTOMER][NEUTRAL] OK, that's somebody on who that is, um, refund of premium received on expired policy since 41.
[CUSTOMER][NEUTRAL] Policy expired [PII].
[CUSTOMER][NEUTRAL] Her phone call with take care team if you wanting to check.
[CUSTOMER][NEUTRAL] Refund on premium received from [PII].
[CUSTOMER][NEUTRAL] Why was it not lapsed if it was expired?
[AGENT][NEUTRAL] I don't know this, [PII].
[CUSTOMER][NEUTRAL] Oh no, hold on, hold on, hold on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] Oh, I didn't know the kids are out of school today for [PII].
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, yeah.
[AGENT][POSITIVE] And I definitely drove [PII] up to school.
[AGENT][NEUTRAL] And I was like, uh, why is the, I said we were here before the cops are here. Nope, uh, he didn't have school. I was wondering why traffic was so light.
[CUSTOMER][POSITIVE] Oh my bless you, you got out and got him up and dressed.
[AGENT][NEUTRAL] Girl, got him a dress, our normal routine and everything, got his book bag packed and everything and uh he didn't have school. He didn't remember that they didn't have school, so and I didn't look at his folder, so I was like, well.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Oh, he's fine. He's on Super Mario Brothers and uh he's on a Switch.
[CUSTOMER][NEGATIVE] Oh, I just hate y'all got had to get up and get out and when you didn't have to.
[AGENT][NEUTRAL] Yeah, I could have slept an extra hour.
[AGENT][NEUTRAL] Then, but I went to the gym anyway, so I just dropped him off here at home. Brand was out, uh, she's out today too, so I was like, Grandma is here, so I'm gonna go back to the gym.
[CUSTOMER][POSITIVE] Good for you.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] OK, I, I tell you what, I'm not gonna hold you up anymore. I'm just gonna let Mr. [PII] know that we're gonna have to research this policy and find out what's going on with him because I am keeping you too long. I'm gonna get us both in trouble. Um, I'm sure he's, I don't blame him. I'm confused too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh dear.
[AGENT][POSITIVE] Yeah. All right, sweetie. I appreciate you.
[CUSTOMER][POSITIVE] All right. You have a great day. Certainly, thank you, [PII]. Have a good day. Enjoy your baby being home with you.
[AGENT][NEUTRAL] You too. You too, [PII].
[AGENT][NEUTRAL] Oh, I will.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Yeah.