AccountId: 011433970860
ContactId: 302a0dff-ce8b-4b3f-bc3d-be7e5bbe0f4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 733429 ms
Total Talk Time (AGENT): 238928 ms
Total Talk Time (CUSTOMER): 240155 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/302a0dff-ce8b-4b3f-bc3d-be7e5bbe0f4d_20250213T19:38_UTC.wav
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[AGENT][NEUTRAL] calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Well that was
[CUSTOMER][NEUTRAL] Uh, yes, may I speak with, um, [PII] please?
[AGENT][NEUTRAL] Mm, do you know what department she's in?
[CUSTOMER][NEUTRAL] Uh, it's life insurance, whole life insurance. She was trying to help me, uh,
[CUSTOMER][NEUTRAL] It was sort of a billing, well, no, I was, have had to change checking accounts and we've got two life insurance policies and we were trying to get the uh.
[CUSTOMER][NEUTRAL] Checking account changed for the the draft.
[AGENT][NEUTRAL] OK. Um, and ma'am, your name is, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have a policy number in regards to or the one of the policy numbers?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 1 dash.
[CUSTOMER][NEUTRAL] L 41492
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment. Let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you say your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh, like [PII].
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, see who you spoke with. Uh, do you have a callback number in case the call drops, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, ma'am. And
[AGENT][NEUTRAL] OK, and you're wanting to change your banking information for the draft?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK. Did you ever receive the, oh, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] But you
[CUSTOMER][NEUTRAL] Can you find that policy?
[AGENT][NEUTRAL] Oh, I found the policy, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, our son has one as well, that's mine, and this is our son's. Let me give you his policy number. That's my policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy number is 1-L41493.
[AGENT][NEUTRAL] OK. And it's for [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let's see.
[AGENT][NEUTRAL] 842.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I found both policies, but I don't, it doesn't show who you spoke with, but let me see if I can help you as far as that information. Give me one moment.
[CUSTOMER][NEUTRAL] Well, if you.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] And have you changed banks or it's just the routing or the um
[CUSTOMER][NEGATIVE] No, it's the same thing. My checking account got compromised.
[AGENT][POSITIVE] Oh, no, I'm sorry.
[CUSTOMER][NEUTRAL] And of society and of.
[CUSTOMER][NEUTRAL] I have gotten it it's the same bank, the routing number is the same, the checking account has changed.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if you would need to fill out a form, um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the round number hadn't changed, the bank hadn't changed, it's just the uh the account number.
[CUSTOMER][NEUTRAL] Checking account number mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and let me go and see what we have.
[CUSTOMER][NEUTRAL] And when those are debited each month,
[CUSTOMER][NEGATIVE] Instead of it being 10 [PII] 1 and 5 for the other as it was for a long time, now it's just one debit of $15.
[AGENT][NEUTRAL] OK. And what is that account number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the, you said the route number is the same and that is [PII]?
[CUSTOMER][NEUTRAL] The right, the phone number, uh-huh, that was the that was the old checking account.
[CUSTOMER][NEUTRAL] That number [PII].
[AGENT][NEUTRAL] Oh, I'm looking at the account number. I'm so sorry. Um, the route number [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so the, OK.
[CUSTOMER][NEUTRAL] And and the account that I closed is the account number you just gave me.
[AGENT][POSITIVE] OK, thank you. And let me
[AGENT][NEUTRAL] Correct it in the system. Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, account number [PII], correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe [PII] was calling me back while I've been on the phone with you, but uh,
[AGENT][NEUTRAL] Probably. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, but we, but we have, she was having trouble with her phone and I thought well maybe I can call her back, but um.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Yeah, now she had helped me change the cancer policy.
[CUSTOMER][NEUTRAL] Premium
[CUSTOMER][NEUTRAL] Checking account number she did that for me. Can you look and see what the value of these two policies are today?
[AGENT][NEUTRAL] Uh, give me see [PII].
[AGENT][NEUTRAL] OK, for the 15, well, the um first policy number you gave it shows.
[AGENT][NEUTRAL] 9,516.
[CUSTOMER][NEGATIVE] OK, it's the same as, it didn't, it doesn't build value.
[AGENT][NEUTRAL] Uh, no, ma'am. And the other is 3842. This is for Mr. [PII].
[AGENT][NEUTRAL] And this one is, oh.
[AGENT][NEUTRAL] 13,423.
[CUSTOMER][NEUTRAL] OK, we thought this as long as we pay the premiums, they built that.
[AGENT][NEUTRAL] No, ma'am. Um, I don't show that it does.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Well we were wrong on that. We, we had thought that wrong all this time.
[AGENT][NEGATIVE] It'd be nice if it did because y'all have had these policies for a long time.
[CUSTOMER][NEUTRAL] Yeah, since '93.
[AGENT][NEUTRAL] Yeah, it's 93, yes.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] We, and we thought that the way we understood it to, to be explained, we thought this built bad.
[CUSTOMER][NEUTRAL] Oh, well.
[CUSTOMER][NEUTRAL] Now if we stop paying the premium, have they paid out and we would still get that same amount?
[AGENT][NEUTRAL] If you stop paying premium?
[CUSTOMER][NEUTRAL] Mhm. Does, does it, that it would cancel the policy, yeah, it would cancel the policy, yeah, yeah, I didn't know if maybe at a certain time to get that benefit you maybe pay the premiums for so long.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] I got you now. Well, we, we were, we were confused as to how much they were.
[AGENT][NEUTRAL] Well, um, well, hold on, it said it could, um, let me transfer you to a customer service representative and they can verify if there's a cash value on the plan. Uh, do you mind holding for one moment?
[CUSTOMER][NEUTRAL] But um.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, customer service.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], um,
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I have a um insured and her son on the phone. She has a whole life policy and she's asking if there's a cash value on the plan. Um, she, well, she's initially calling because she needed to change her checking checking account information. I changed that, but she's wanted to know if there's a cash value on the plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 153841.
[CUSTOMER][NEUTRAL] 153841
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright. Give me just a second so I can pull it up.
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Mhm, and she has another son uh policy on her son, and I can give you that policy number if you need it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, what is the policy number?
[AGENT][NEUTRAL] 153842.
[CUSTOMER][NEUTRAL] All right. I can go ahead and take her.
[AGENT][POSITIVE] Awesome. Thank you, ma'am. Have a great one.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye.