AccountId: 011433970860
ContactId: 2412abb6-3089-45b5-9d87-ad64a6c6a378
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1587329 ms
Total Talk Time (AGENT): 617989 ms
Total Talk Time (CUSTOMER): 719766 ms
Interruptions: 12
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/2412abb6-3089-45b5-9d87-ad64a6c6a378_20250512T17:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] with billing. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I request an authorization form about 30 minutes ago and I have not received it. I requested also Friday and I have not received it.
[AGENT][NEUTRAL] OK, ma'am. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][POSITIVE] And what's a good call back number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, Ms. [PII], thank you for that. And um do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Give me that paper to me. Hold on for one minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Mm that's a good.
[CUSTOMER][NEUTRAL] OK, I'm ready, it's 45, it's 4485272.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 48 52 72.
[AGENT][POSITIVE] 48 52 72. All right, thank you so.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you so much and you said you're calling because you uh requested an authorization form and didn't get haven't.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I requested this morning, I requested this morning, I requested Friday. They alleged they were sending it.
[AGENT][NEUTRAL] OK. I'm not aware of anything like that. So, um,
[AGENT][NEUTRAL] I can check on this for you if you'll hold on just a moment.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, wait, can, can you send me an authorization form to this email address?
[AGENT][NEUTRAL] OK, I'm not I, I, I'm not familiar with what you're asking on that, the authorization for for what?
[CUSTOMER][NEUTRAL] Bank
[CUSTOMER][NEUTRAL] I need a bank authorization form.
[AGENT][NEUTRAL] A bank
[CUSTOMER][NEUTRAL] But you can withdraw the the premiums on my account.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Um, can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just a moment. Let me look.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEGATIVE] Oh yeah I gotta just lying to me, huh.
[CUSTOMER][NEUTRAL] So did, didn't. Yeah she said that right.
[AGENT][NEUTRAL] I do apologize for you having this issue. What, um, Ms. [PII], what is your email, the email address?
[AGENT][NEUTRAL] That we have on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying all of that. And again, you're needing an authorization form. Is that correct?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Correct. That's correct.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] All right, I do apologize for, OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you want it sent to that email address correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] As soon as you send it, I can complete it and send it back to you all.
[AGENT][NEUTRAL] Check something.
[AGENT][NEUTRAL] OK. So you're, um we'll, we'll get this taken care of, Ms. [PII], and I will make sure that it is sent.
[AGENT][NEUTRAL] I will pass it to.
[CUSTOMER][NEUTRAL] Are you gonna send it right? As we speak.
[AGENT][NEUTRAL] OK, I will have to get with the person who does this and um.
[AGENT][POSITIVE] Get that for you.
[CUSTOMER][NEUTRAL] What did she say? What did you say, ma'am?
[AGENT][NEUTRAL] I will have to get with the one who will be able to send that, I mean get that for you and we can get it taken care of. Yes ma'am, if you'll hold on just one moment, let me see and I can get that form for you, OK?
[CUSTOMER][POSITIVE] Yeah, cause I need it expeditiously done.
[AGENT][NEUTRAL] I understand and I do apologize. I don't know who you spoke to this morning or, uh, Friday. I do not see any notes in our system on that.
[AGENT][POSITIVE] And I do apologize for your inconvenience.
[AGENT][NEUTRAL] Let me see what I have, um, are you registered on our online service center?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, cause I think you're able to get those online.
[CUSTOMER][NEUTRAL] That what form would it be?
[CUSTOMER][NEUTRAL] What's the name of the form? What what what's the name of the farm?
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEGATIVE] I make it, don't want to see the insurance that you wanna cancel and go back to business.
[AGENT][NEUTRAL] I do
[AGENT][POSITIVE] I do apologize. I do apologize. I'm in group billing, so just, just, I'm gonna get you taken care of though, OK? That's not an excuse. I am gonna get you taken care of one way or the other. So if you don't mind holding just a moment, I can get you taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On that, OK?
[AGENT][NEUTRAL] If you don't mind holding. All right? because I wanna make sure you get your information, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Now, I do apologize, but I'm gonna get you taken care of. I'm gonna make sure you've got it before we hang up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] One moment, Miss [PII], and I thank you for your patience and I do apologize, OK?
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEGATIVE] Good Friday they told me that last Friday. You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEGATIVE] Hi, [PII], it's [PII]. Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have a lady on the phone.
[AGENT][NEGATIVE] And she's she's really, really upset right now.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Why me, I knew I should have went to teams, why me, OK.
[AGENT][NEUTRAL] No, no, no, no, no, no, no. All I need to know because I'm gonna go back to her. I told her I just wanna make sure I need a bank draft authorization form emailed to her.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right, what's her policy number?
[AGENT][NEUTRAL] Her policy number is 485.
[AGENT][NEUTRAL] 272.
[AGENT][NEGATIVE] And I told her I would make sure that it was sent to her. She said she talked to somebody Friday and she talked to somebody um this morning and still has not got the authorization.
[AGENT][NEGATIVE] I don't know how I got the phone call, but it does, it's neither here nor there.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] It's neither here nor there. I thought that was done by the.
[AGENT][NEUTRAL] But it's like I said it's neither here nor there.
[CUSTOMER][NEUTRAL] Carrots we use, I don't know. I don't know who does what anymore. I don't, I have no idea.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I don't either.
[CUSTOMER][NEUTRAL] All right, let me go to let me go to our website, dog. Stay with me. So it's just [PII] [PII].
[AGENT][NEUTRAL] It's [PII] is the one, yes, and the email address that's on this policy is the one that it needs to be emailed to.
[CUSTOMER][NEUTRAL] Whatever, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, to [PII] [PII]. Hold on, let's find this little sucker. Let me find claim forms. OK, it's um on the website. It's also I had to do was so to go to the website and print it off if she was capable of doing that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] She's not registered. She's not registered.
[CUSTOMER][NEUTRAL] No, no, you don't have to registered. You just go to our [PII] and I'm just telling you this because this is not, yeah, you can just go to [PII]. Anybody can. This is open to anybody. So which one is she owning bank draft or
[AGENT][POSITIVE] Oh, she can? OK, awesome.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Bank draft authorization. So what is it, what is it called the form called?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Electronic funds transfer form EFT.
[CUSTOMER][NEUTRAL] OK. So, I'm just telling you just for
[AGENT][NEUTRAL] Is that the bank draft?
[CUSTOMER][NEUTRAL] Right, right, right, right, right, right, right, right.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Now this is just a website that just any Joe Blow off the street can go to.
[AGENT][NEUTRAL] Well, that, that's fine. I just wanna just make sure that she has it in hand before I hang up this call.
[CUSTOMER][NEUTRAL] Hold on, I'm getting
[CUSTOMER][POSITIVE] Amen. Amen, sister. We're gonna work on this together. We're gonna make it happen. We're gonna make it happen right here right now.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So let me drag it over here and we're gonna put APL bank draft form attached.
[CUSTOMER][NEUTRAL] Yeah, and I always thought I always think bank craft is one word, but apparently it is not.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and her name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] Ms. [PII].
[CUSTOMER][NEUTRAL] Please see the attached the draft form. What I'm gonna ask her to return it to the care team email address. Is that OK? completed.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Please return to the [PII]
[CUSTOMER][NEUTRAL] [PII] [PII] for processing.
[CUSTOMER][NEGATIVE] Not returned to the but returned to.
[AGENT][NEUTRAL] All right. Well, since you're doing that, I'm gonna go back to her.
[CUSTOMER][NEUTRAL] OK. Hold on one second.
[CUSTOMER][NEGATIVE] And now it's gonna come from taskforce. I'm not putting my email on here.
[AGENT][NEUTRAL] That's fine. That's fine.
[CUSTOMER][NEUTRAL] This is OK, OK, all right, all right, I'm not task force care team. All right, bye dear.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That's fine. That's fine.
[CUSTOMER][NEUTRAL] Please let us know if you need, OK?
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Alright, thank you, love. Bye dear.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] [PII] please see the attached pay draft form with this.
[AGENT][NEUTRAL] Alright, you need to hang up.
[AGENT][NEUTRAL] So I can resume my call.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I was wiping away. OK, I didn't know I had to hang up. Oh God, let me find you to hang up.
[AGENT][NEUTRAL] I think so. If I hang up, you're gonna, you're gonna get her.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Wait a minute, wait a minute, I can't find to hang up anywhere. Where am I at? There we go. OK. Hi, dear.
[AGENT][NEUTRAL] Leave car.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I think she has
[AGENT][NEUTRAL] Ms. [PII], thank you for holding. OK, uh, it's in the works. I'm gonna hang on until you get it. Hold on, OK? You should be getting it and it's gonna be from care team. It's gonna say the email address is, I mean, the email is gonna say [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] What kind of team?
[AGENT][NEUTRAL] It's gonna say care team.
[CUSTOMER][NEUTRAL] Here's me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'm gonna make sure that you see it before I get, uh, before we hang up, so.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're so welcome, Ms. [PII], and thank you so much for holding. Um, I do apologize for your inconvenience.
[AGENT][NEUTRAL] Um, on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII], it's gonna come on this phone. Wait a minute what this just say? I don't know. Don't go away. Let's see.
[AGENT][POSITIVE] I'm not gonna go away. I'm not gonna go away until you're satisfied.
[CUSTOMER][NEUTRAL] OK, you gotta go to Gmail address see right there.
[CUSTOMER][NEGATIVE] Oh care team, OK, which one we do we need? Hold on, no, don't you go anywhere.
[CUSTOMER][POSITIVE] Let's see, a drop off. I just wanna get my business lined up because I'm gonna retire.
[AGENT][NEUTRAL] I, I understand.
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEGATIVE] Wait a minute, but that one have no that was that. What you mean? Is this, this the correct one? Don't go nowhere now. Yeah, this is it. OK, wait, wait, wait. I don't you go any place.
[AGENT][NEUTRAL] I'm not gonna go anywhere until you say so.
[CUSTOMER][NEUTRAL] You will send it to your thing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thanks, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it just happened with you all.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It ain't go yet. Mm, it's, it's here but I am.
[CUSTOMER][NEUTRAL] You want me to send it to your thing.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can tell you this if you haven't gotten what you need, you can go on our own um on our website which is [PII] and the form that.
[CUSTOMER][NEUTRAL] It's mighty cause it won't.
[CUSTOMER][NEUTRAL] Wait a minute. Hold on, hold, hold on, we send it on my phone to one of the computers. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is it?
[CUSTOMER][NEUTRAL] OK, now what you want to do to me, huh? OK, now what you were saying.
[AGENT][NEUTRAL] Me
[CUSTOMER][NEUTRAL] [PII]. Now what can what what uh form is it?
[AGENT][NEUTRAL] And the form is gonna say EFT.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's the form that you're gonna be looking for for that bank draft authorization.
[CUSTOMER][NEUTRAL] That was it, OK.
[AGENT][NEUTRAL] That you can pull off online.
[CUSTOMER][NEUTRAL] OK, now the only yeah, uh-huh, that's what it said EFT, so yeah, it says EFT here the same thing as.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] EFT and the bank draft is the same thing.
[CUSTOMER][NEUTRAL] Oh, it's the same thing we know that we don't know all that. Only you all know that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm sorry, that is the same thing.
[CUSTOMER][NEGATIVE] Yeah I hate when people be assuming the wrong thing.
[CUSTOMER][NEUTRAL] APL bank draft attached form. What you wanna do with that wait a minute, we gonna see what she has. OK, wait, I need to have another question though.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The, uh, OK, the only, OK.
[CUSTOMER][NEUTRAL] OK, that's the same thing, that's the same form. The only thing on here.
[AGENT][NEUTRAL] Yes ma'am, it is exactly the same.
[CUSTOMER][NEUTRAL] They don't have, they don't have like the amount or anything, so that's how, how would you know the amount? How you?
[CUSTOMER][NEUTRAL] Yeah, so they just get the bank, just go by the information that you how much to take out my account.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEGATIVE] It didn't have, it doesn't, it doesn't specify that.
[AGENT][NEUTRAL] We have, we have your uh it be the policy amount, um.
[CUSTOMER][NEUTRAL] And what and what are you show what is this all you need is the account number and the routing number uh showing for the policy amount.
[AGENT][NEUTRAL] Hold on just a moment, and I can get that for you.
[CUSTOMER][NEUTRAL] What do you have for the pilots? OK, alright, so fill out the form ain't got no. I don't. You can't assume that the the thing is the same. I could have increased it.
[AGENT][NEUTRAL] It's $14.52.
[CUSTOMER][NEGATIVE] See that's incorrect. The amount is gonna be taken out is gonna be uh.
[CUSTOMER][NEUTRAL] Let me give it to you right here, $62.24.
[CUSTOMER][NEUTRAL] Cause one is
[CUSTOMER][NEUTRAL] One price, another price, other price.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] 6224, I think.
[AGENT][NEUTRAL] So what you're saying is that you have multiple policies?
[CUSTOMER][NEUTRAL] Correct. One is, OK, one is the life policy on the kids and the other is the dental for me.
[CUSTOMER][NEUTRAL] 25,000 on Mia and mignon, are you looking at that?
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Lord, Lord help them.
[AGENT][POSITIVE] Now, I wanna make sure I get the right information for you, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] And I hope you do for a part before one of them die.
[AGENT][NEUTRAL] Let's see. We do have, we do have.
[CUSTOMER][NEGATIVE] They never get right then. It's the policy number 48.
[CUSTOMER][NEUTRAL] Oh, she was
[AGENT][NEUTRAL] We do have 3 policies.
[CUSTOMER][NEUTRAL] But you know I.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] Um, just a moment.
[AGENT][NEUTRAL] Which total?
[AGENT][NEUTRAL] 5224, you are absolutely correct. We do have those, and I can get the only I, I was just looking at the one policy number um do you have the other two policies policy numbers? If not, I can give you those.
[CUSTOMER][NEGATIVE] I don't have those with me.
[AGENT][NEUTRAL] OK, I can give those.
[CUSTOMER][NEUTRAL] Let me see, wait, wait, wait, I got, I gotta have, wait, no, you just hold on. I have one for 485,270. You have one for 485272.
[CUSTOMER][NEUTRAL] And I don't know, but that's it.
[AGENT][NEUTRAL] OK, then there's 602.
[AGENT][NEUTRAL] 369.
[CUSTOMER][NEUTRAL] 602-369-9.
[CUSTOMER][NEUTRAL] And what is that? What is that?
[AGENT][NEUTRAL] That's the dental policy.
[CUSTOMER][NEUTRAL] The who? OK, that's the dinner, that's me, that's remember.
[AGENT][NEUTRAL] That is your yes, ma'am. Now.
[CUSTOMER][NEUTRAL] OK, and, and, and the other two is 25,000 for the girls each, right?
[AGENT][NEUTRAL] Uh, that I would have to look and see. I mean, OK, well, if you're looking at it, then that's what it is. I mean.
[CUSTOMER][NEUTRAL] Well, I'm looking at
[CUSTOMER][NEUTRAL] Wait, wait, wait, that's what I, that's what I was told the other day, but, but you can check it anyway.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh, OK. Now, see, I'm not familiar with all of that if, uh, for the coverage type that I would have to send you somewhere else to do that. But yes, ma'am, those are the life.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh no, just get me where you, wait, wait, wait.
[AGENT][NEUTRAL] This is the life.
[CUSTOMER][NEGATIVE] Just get me where I can get, give you authorization to take my money and I'll write a long drawn out letter to you all.
[AGENT][POSITIVE] OK, Ms. [PII], I'm so sorry.
[CUSTOMER][NEUTRAL] I mean, it should be just some fingertip that you can hit the computer or I'm looking at.
[AGENT][NEUTRAL] I, I understand what you're saying, Ms. [PII], but what I'm saying is this is the the first two policies that you're talking about are the life policies on the girls that you're talking about.
[CUSTOMER][NEUTRAL] OK, so what.
[CUSTOMER][POSITIVE] OK, that's that's [PII] and [PII].
[AGENT][NEUTRAL] OK. Those are the life policies. And then the dental policy is the other one that I gave you.
[CUSTOMER][NEUTRAL] OK, so on the
[CUSTOMER][NEUTRAL] So you would
[CUSTOMER][NEUTRAL] So do you have to do one for each policy? No, no, because the 6.
[AGENT][NEUTRAL] No, ma'am. You can put that.
[AGENT][NEUTRAL] You can put that author.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The the amount of 6224 is gonna cover all three of them.
[AGENT][NEUTRAL] Yes, ma'am, you're correct. If you will put all 3 policy num.
[CUSTOMER][POSITIVE] OK, yeah, you don't need, you don't have to quit.
[AGENT][NEUTRAL] Just put all 3 policy numbers on that authorization on that 1 authorization, that's it.
[CUSTOMER][NEUTRAL] You want me to
[CUSTOMER][NEUTRAL] Oh, OK, OK, now, now we're on the same page. Alright, OK, then what else [PII] before we hang up? You wanna go click it in. Don't you go nowhere. That's it. You sure doesn't it before you up. They have the money on the routing number. They have the money. OK, it's gonna we can assume you got the routing number on there. Alright, what's your name?
[AGENT][NEGATIVE] I'm not gonna go anywhere. I told you, I promise I would stay.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] What's your name again?
[CUSTOMER][NEUTRAL] Male
[AGENT][NEUTRAL] My name, [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] What's she saying [PII], uh, you said [PII]?
[AGENT][NEUTRAL] Mellette. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, Miss [PII], that's an odd name. I don't want nobody to name that.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] That's uh, hm.
[CUSTOMER][NEUTRAL] I know a poet and a cold it.
[CUSTOMER][NEUTRAL] [PII], I can hang up now. Now, uh, when we send this here we're gonna, you gonna email it [PII]. You're gonna email it and they have an email and send it. What's the email address?
[AGENT][NEUTRAL] Email it to that care team.
[AGENT][NEUTRAL] Email it to that [PII]
[CUSTOMER][NEUTRAL] To the who?
[CUSTOMER][NEUTRAL] Oh, the care team that's OK. You have, you have that already on your phone. Oh, it's on my phone, she say.
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] It's OK, Ms. [PII]. I told you I'm here for you.
[CUSTOMER][NEGATIVE] Yeah, cause this is, this is, oh, I, I get frustrated and forget that and go buy me something else. Now you don't know me, uh uh.
[AGENT][NEUTRAL] Well, that's the reason why I wanted to make sure that you got what you needed before we hung up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I ain't got time. I don't care if I invest a million dollars. I got to have that mm mm.
[AGENT][NEUTRAL] I understand and I, like I said, I do apologize that you didn't get it Friday or this morning, but I wanted to make sure before.
[CUSTOMER][NEUTRAL] Hey [PII], listen.
[CUSTOMER][NEUTRAL] That's the ATL bank applicant.
[CUSTOMER][NEUTRAL] But they have care team. [PII], I don't see what you're talking about. Look, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, [PII], alright.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And just um OK we see you now, yeah, alright then we're gonna take your word.
[AGENT][NEUTRAL] OK, I mean,
[AGENT][NEUTRAL] Ms. [PII], I mean, that's what we have. As long as you got your policy numbers on there, they will go by that and that's what it should be.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Thank you so and thank the [PII] I got some other insurance in case something happens. Good [PII] Almighty. They have to walk through, walk on the Mississippi River to get a, a policy enforced. That's OK. I got, I got $100,000 to go from somewhere else. Thank you. I don't believe in shaking no bucket and begging and some GoFundMe.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand. Ms. [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, not today. I'm gonna get this settled. I'm gonna take me a Tylenol and rest.
[AGENT][POSITIVE] OK. Well, I like, again, I'm glad I got that taken care of for you. And you have a wonderful day.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] And thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] All right, y'all have a good day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, bye bye. Then you, I'm gonna need this on you need you need to put that, you need that, um, uh.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, here it is. I'm gonna do this. What you need? What you need the policy numbers. What do you need? Uh-huh, uh-huh, yeah, OK, one pile is, wait a minute.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. You ready for the policy number 485272.
[CUSTOMER][NEUTRAL] Then the other one is
[CUSTOMER][NEUTRAL] 4 5270
[CUSTOMER][NEUTRAL] Then the last one is, you ready for the last one? 602-369.
[CUSTOMER][NEUTRAL] And 7886307.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] [PII]. You got the routing number and the the account number you want to get routing number again? Don't, don't assume this. Don't make no assumptions because when you screw it up then.
[CUSTOMER][NEGATIVE] And went to somebody else's business and I don't have no insurance.
[CUSTOMER][NEUTRAL] It'd be polling me in the backyard. Mm mm.