AccountId: 011433970860
ContactId: 336b6939-2813-4f6e-9840-6f66d4221d8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532570 ms
Total Talk Time (AGENT): 166702 ms
Total Talk Time (CUSTOMER): 206057 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/336b6939-2813-4f6e-9840-6f66d4221d8f_20250623T19:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm not sure if you can trace this or not. I don't have mine.
[CUSTOMER][NEUTRAL] Policy number for me or anything. Um
[CUSTOMER][NEGATIVE] My account at the bank has been hacked. All of my accounts have been that have been hacked phone.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] own laptop bank. I didn't find out about the bank, so I, I to write a check. Um, American Public Life has, um, it comes automatically out of my checking account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can't, I, I can't remember if it already went out or I just can't remember the dates and they didn't give me a printout. She said, you need to call all your people and I, I, I got home and I thought, I don't have a print out.
[AGENT][NEUTRAL] OK. What's your last name, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, and Miss [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] OK. Uh [PII]. And my email is [PII].
[AGENT][POSITIVE] OK, thank you so much give me one.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Oh yes, it's uh [PII].
[AGENT][POSITIVE] OK thank you ma'am give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It looks like someone transferred to our group billing department to make a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, see that statement.
[AGENT][POSITIVE] It looks like it's up to date.
[CUSTOMER][NEUTRAL] Oh, OK. OK. I don't know how my bank used to. Are you showing what date that was done or anything?
[AGENT][NEUTRAL] Uh, shows [PII], last Friday.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I was afraid of that. That's when they blocked my accounts, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And it looks like it went through.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] That would be not good, probably.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] 12
[AGENT][NEUTRAL] Yeah, because I'm showing that is up to date, so it must have went through, but let me see if I can check with someone in our group billing. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, thank you, yeah, that'd be fine.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], I have an insured on the phone. She, it looks like per notes we had, uh, she had made a payment via the phone. I just want to double check, or she's wanted to double check. She said her account was hacked, but it showed that um someone in the care team had transferred her over to billing.
[AGENT][NEUTRAL] To make a payment. The only thing I see is that the pay date is August, so it looks like it's been received, um, 580069.
[CUSTOMER][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] OK, and what, what you want to know?
[AGENT][NEUTRAL] If we receive her payment because she said she had closed her account on Friday and that's the same day that someone transferred her to billing to make a payment.
[CUSTOMER][NEUTRAL] Yeah, I took a card payment for one month.
[AGENT][NEUTRAL] OK, so it was received.
[CUSTOMER][NEUTRAL] Yeah, she paid it over the phone.
[AGENT][POSITIVE] OK, that's what I told her. All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alright have a great one.
[CUSTOMER][NEUTRAL] Bye. You too.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, Ms. [PII], thank you so much for holding. I spoke to a group billing representative and they said they, it looks like you had made a card payment uh Friday and so your policy is up to date.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well that's
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][POSITIVE] OK, good. See, I didn't remember doing that. I got so many calls. I have my card right here in case you need. Oh, OK, that's fine then. I appreciate you, you're looking into that for me.
[AGENT][NEUTRAL] Yes, ma'am. Did they ever send you, um,
[CUSTOMER][NEGATIVE] And I can't go anywhere.
[AGENT][NEUTRAL] Information to change your banking information that we have?
[CUSTOMER][NEUTRAL] Oh, that's right. No, she said all my accounts are frozen.
[CUSTOMER][NEGATIVE] But eventually, you're gonna have to get the. I don't even have information.
[AGENT][NEUTRAL] OK, so you wouldn't issued a like a new account number or rout number? Well, not a route number, a new account number?
[AGENT][NEGATIVE] They just froze it?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh yeah, they froze everything, my checking account, my savings account, like something else account. Like I walk in, I even talked to the, the, the whole, the man in [PII] who's in, you know, he's at the home office and he said, there is nothing you can do about this. And I said, I have no money.
[AGENT][POSITIVE] Bless it.
[CUSTOMER][NEGATIVE] And I said, no, that's a lie. I had 16,000. And he said, you're just gonna have to wait till it gets, till it goes over. And I said, OK, well, I'll be calling people for the rest of my life, and he said, OK. So as long as
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] They said it'll take 15 days.
[CUSTOMER][NEUTRAL] So, so that's a long time and uh.
[CUSTOMER][NEUTRAL] What do you think is the best thing to do? You tell me, you told me. I can't think.
[AGENT][NEUTRAL] That I'm not sure because, so they froze the account, so, um.
[AGENT][NEGATIVE] Even if they were to do a draft of payment, it wouldn't go through since it's frozen, but we've already received July.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, but it will be finished by August and it should go, and, and I'll make sure.
[AGENT][NEUTRAL] Hopefully.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] And I can't go down to the bank because my neighbor's tree fell on my car. So other than that, I'm having a really good day.
[AGENT][NEUTRAL] Bless your heart. When it rains it pours. I'll be praying for you because I know that's stressful.
[CUSTOMER][NEUTRAL] It doesn't. Oh.
[CUSTOMER][POSITIVE] Thank you. Yes, it is. It really is. OK. I surely thank you. OK, as long as July is paid, that's good.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, and I, and I didn't, OK, I surely thank you for everything.
[AGENT][POSITIVE] You're welcome. I hope you have a better day and everything works out for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye.