AccountId: 011433970860
ContactId: 29c4281d-346c-4e30-aa2e-08daa7e09ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541940 ms
Total Talk Time (AGENT): 352341 ms
Total Talk Time (CUSTOMER): 132827 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/29c4281d-346c-4e30-aa2e-08daa7e09ff0_20250311T19:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] I'm doing good. This is [PII] from the care team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey [PII] from the care team. What are you doing? I didn't recognize you. I thought, is this [PII]? Y'all sound kind of alike. Y'all sound kind of alike. And, and now you don't. Now you sound like [PII].
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At first you thought sound like [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I need some help. So, I have a, um, let me give you one of her policy numbers.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, the last one is 767,190.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. 767. OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 77.
[AGENT][NEUTRAL] 190 for [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She hasn't been active since since [PII], but she's saying that she's getting these um bank drafts that are $44.90 taken out and it says APL on it.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEGATIVE] But I don't even see anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, she, mhm, um, let me look at something I don't see that she's on a bank draft. I see that she's on that she was on a mode one. I don't see anything right offhand but hold on just a minute, [PII].
[CUSTOMER][NEUTRAL] Anything.
[CUSTOMER][NEUTRAL] Oh, cause that's exactly what I said. Let me see what you say.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah, I, I did see UINQ and then I see that everything that she ever had was on payroll, but she could have been paying for somebody else's policy or something.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, like, you know, sometimes I remember those husbands center employees, um, I don't know if it, if she's done it before, but I know some of them.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] had taken out policies on their grandkids for some life policies and stuff one time. Um, but, you know, it could be something like that. I'm not sure, um, but let's see, [PII].
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you trying to transfer her to me or what?
[CUSTOMER][NEUTRAL] Mhm. I just want to know, well, maybe if it's something I can explain, she wants to know where it's coming from, and I have no idea.
[AGENT][NEUTRAL] Are you, you are.
[AGENT][NEUTRAL] Yeah, yeah, OK, um, I can talk to her but um yeah I can see, see what I can find.
[AGENT][NEUTRAL] Um, what's her callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, I will talk to her. Thank you and have a good afternoon, honey.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, you too. Hold on one moment.
[AGENT][NEUTRAL] OK, alright, bye.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Hello Ms. [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Hi Ms. [PII], how are you doing? this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Hope you're.
[CUSTOMER][NEUTRAL] Uh, I'm doing OK. I, I.
[AGENT][POSITIVE] Yes ma'am. Oh, I'm sorry, I didn't mean to interrupt you. Yes ma'am, I'm glad you're doing good. Um, it's a pretty day outside here in [PII]. Um, you're from [PII] too, aren't you?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] It sure is. Yes, I am.
[AGENT][POSITIVE] It is. I'm enjoying this weather today. It's nice. I just wanna sit outside on my under my porch and just drink some sweet tea today, but I can't. I'm working. Maybe I can later.
[CUSTOMER][NEUTRAL] Yeah, I know it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am. Um, [PII] was just telling me that you, she had pulled up some, you had asked her about a draft that was coming out of your.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Bank account for APL um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, and um I can help you with that, Ms. [PII]. What is that amount that you said that was coming out?
[CUSTOMER][NEUTRAL] $44.90.
[AGENT][NEUTRAL] OK. All right. So the 3 policies that pulled up under your name that she pulled up.
[AGENT][NEUTRAL] Um, there was one of them that it turned [PII] and it was with Hudspeth, Mississippi Department of Mental Health. OK, so that one's no longer active and it was on payroll anyway, um, it wasn't on draft, so let me see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Then you had some in the past like [PII], that's long gone.
[AGENT][NEUTRAL] OK, do you remember taking anything? See, I don't pull anything else under your social security number or anything, um, because they're all tied all these old policies are tied together by your social. So do you remember taking out anything on a grandkid or a kid like a life policy or anything maybe and putting it on bank draft?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not, not unless it was my husband.
[AGENT][NEUTRAL] What's his name?
[CUSTOMER][NEUTRAL] Not listening. His name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find anything under his name. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I know.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You're the group that you worked at um or you may still work there I don't know but they had um had some had some um employees in our insured with us that had taken out some life policies and stuff on their family members so that's why and they had put it on put some of those on bank draft.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] So that's why I was asking.
[AGENT][NEUTRAL] OK. Would he go by [PII] are we?
[CUSTOMER][NEUTRAL] The only one that I know of that I.
[CUSTOMER][NEUTRAL] He could. Well,
[CUSTOMER][NEUTRAL] A lot of things he goes by [PII] and a lot of things he goes by [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I'm gonna look [PII] first and say, oh, there's a lot of [PII] in here. Oh, goodness. So let me just kinda scroll down through here.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Be patient with me. It's gonna take a few minutes to look.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Nope.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's pulling through a lot of [PII], so it's kind of taking, it's just kinda, OK. Oh, here's something, let's let's look at this one.
[AGENT][NEUTRAL] Let's see what this is.
[AGENT][NEUTRAL] 73.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I found a WMC that's from [PII], so let's see what this, this one says here.
[AGENT][NEUTRAL] What's his birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, [PII], that one says 59. You know what?
[AGENT][NEUTRAL] Um, what's the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, this is it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I found it. Mhm. I did find it, well, OK, so it's a cancer policy for your husband.
[CUSTOMER][NEUTRAL] OK, alright, that's what I want to make sure.
[AGENT][NEUTRAL] That's coming out 4490. Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, that's, that's just so long I know where that money is going to.
[AGENT][POSITIVE] Yes ma'am. OK, well Ms. [PII], I'm glad we found it. I hope you have a good afternoon. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] You, you, bye bye.