AccountId: 011433970860
ContactId: 38ac2cc2-9d63-4a06-9023-26e09663dc5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1025828 ms
Total Talk Time (AGENT): 274631 ms
Total Talk Time (CUSTOMER): 363714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/38ac2cc2-9d63-4a06-9023-26e09663dc5b_20250618T19:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] I am good, thank you so much for asking. I've got an insured on the line. Um, I've got the policy number when you're ready.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's 602-369.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] She's also got two other whole life policies. She said, Have you, have you talked to her?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, she just needs, the employer just needs to send us over whatever they send over when somebody is no longer with them. That's it.
[CUSTOMER][NEUTRAL] Yeah, I think, can you explain that? Do you mind explaining that to her again because she, she thinks she's supposed to receiving an email.
[AGENT][NEUTRAL] Supposed to receive an email?
[CUSTOMER][NEUTRAL] That's what she's saying
[AGENT][NEUTRAL] OK, yeah, I can talk to her.
[CUSTOMER][POSITIVE] OK, thank you and have a good day.
[AGENT][NEUTRAL] All right, you also.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Ms. [PII], how are you doing?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm holding on. Y'all, you got the letter?
[AGENT][NEUTRAL] What letter?
[CUSTOMER][NEGATIVE] The lady was supposed to send, uh email me a copy of the letter that they said they mail that I never received saying that they couldn't do the deductions until I talked to human resource and let them send you all a letter stating.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead and check your email. Um, if you want to check in the spam, it's under care Team.
[AGENT][NEUTRAL] It's well, it's coming from care team.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][MIXED] Hold on, hold on, kind of slow, but I'm gonna get there. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, take your time. OK.
[CUSTOMER][NEUTRAL] And cause I wanna take this to human resource. I don't want to mess up with my insurance.
[CUSTOMER][NEUTRAL] OK, then how you get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You send it to uh [PII] [PII]?
[AGENT][NEUTRAL] Let me see, hold on one second.
[CUSTOMER][NEUTRAL] You sent it to the [PII] address?
[AGENT][NEUTRAL] Hold on one moment, I'm going to the email now.
[AGENT][NEUTRAL] I sent it to [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, OK, OK. Let me, let me look in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Em.
[CUSTOMER][NEUTRAL] Oh, now I just now come to at [PII] and [PII] request information from [PII]. Good afternoon, Miss [PII]. Thank you. I am 3. Let me see what they say.
[CUSTOMER][NEGATIVE] See what we got here. Couldn't load the image.
[CUSTOMER][NEUTRAL] That's what they say, it couldn't load damage.
[CUSTOMER][NEUTRAL] You hearing me?
[AGENT][NEUTRAL] OK, hold on one moment. Yes, ma'am, just give me a second. Um, I'm not sure why it's not loading.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me, so do you see the little arrow like over the attachment, the little arrow?
[CUSTOMER][NEUTRAL] Well, let me, let me go back to it, Ma.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Come on, [PII], come on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the little arrow, where the arrows supposed to be coming at the top, the far left.
[AGENT][NEUTRAL] Um, it may be
[CUSTOMER][NEUTRAL] Just that jumped up.
[AGENT][NEUTRAL] Oh, it jumps.
[CUSTOMER][NEGATIVE] They couldn't load image.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see if there's another way for me to try to send it.
[CUSTOMER][NEUTRAL] OK, wait, wait, wait, wait, wait. I'm trying to get something to see if something's gonna happen. OK, let's see. I'm gonna press that. OK, now I pressed that I pressed the to come back to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It came back to what you sent. So I was trying to open it. So you want me to press.
[AGENT][NEUTRAL] Is there a way
[AGENT][NEUTRAL] Is there, are you on the computer or the phone?
[CUSTOMER][NEUTRAL] I'm on my phone.
[AGENT][NEUTRAL] OK. Um, I, uh, mm.
[AGENT][NEUTRAL] I don't know if that has anything to do with it.
[CUSTOMER][POSITIVE] Wait, wait, wait, wait, wait, wait, wait, wait, wait, hold up, it just not popped open. It just to say good afternoon Miss [PII]. Thank you for contacting APL blah blah blah. It's a pleasure. Uh, don't forget to set up the office online service, blah blah blah. Your business is appreciated and it goes down to say.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] You see the attachment down at the bottom?
[CUSTOMER][NEUTRAL] The email
[CUSTOMER][NEUTRAL] I'm, I'm trying to get down there now. I'm trying to make it get big, you know, how to be little. Oh shit, that's so little. You need a microscope to see that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] And the milk did it so little.
[CUSTOMER][NEUTRAL] Let me ask you something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wait, wait, wait.
[CUSTOMER][NEUTRAL] Can you put me a hard copy in the mail?
[AGENT][NEUTRAL] A hard copy of your email thread?
[CUSTOMER][NEUTRAL] So this is so
[CUSTOMER][NEUTRAL] Yeah, just what you just sent me. Could you, could you send me a hard copy of what you're sending me?
[CUSTOMER][NEUTRAL] Cause this year uh uh email messaging and texting.
[AGENT][NEUTRAL] Sure, I, I should be.
[CUSTOMER][NEUTRAL] Now I got the uh customer care team, your business, but when it comes down to the communication, you can't see it, even when I'm trying over it's so tiny.
[CUSTOMER][NEUTRAL] no ID card. I got that.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, this thing, good afternoon, Miss [PII].
[AGENT][NEUTRAL] Now that's the part from me.
[CUSTOMER][NEUTRAL] I couldn't
[CUSTOMER][NEGATIVE] couldn't couldn't load.
[AGENT][NEGATIVE] I don't know why I couldn't know. Let me see if I can maybe copy this so I can send you just a picture of it. Maybe I can do that. Hold on one second. I don't know why it's not working.
[CUSTOMER][NEUTRAL] Oh, that one.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me try it this way.
[AGENT][NEUTRAL] While we're on the phone.
[AGENT][NEUTRAL] Oh, let me change that. Hold on one second.
[AGENT][NEUTRAL] OK, so I just sent you something else. So I just um kind of took a, like a picture, I guess we can say of it, and I sent it to you. Let me know how that, how that comes over for you.
[CUSTOMER][NEUTRAL] OK, I'm OK, I'm gonna press on it now.
[CUSTOMER][NEGATIVE] They couldn't, couldn't load image, let's see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What you send it from your computer?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It keeps saying the same thing.
[CUSTOMER][NEUTRAL] I don't know what kind of computer you got.
[AGENT][NEUTRAL] Well, try, it might not be the computer, it might be that it's on the phone, um, because a lot of our stuff is not compatible with mobile devices. Um, is there a way maybe um someone can open up the email for you on a computer?
[CUSTOMER][NEUTRAL] Mm, I have to call [PII] and ask her.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Maybe if I get you to send it to my friend, uh [PII].
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Then I have to go all the way to Southern. That, that's 14 miles out from my house.
[CUSTOMER][NEUTRAL] Uh, why don't you send, why don't you do this? Let's do this here. Let's try this here. Send it to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Attention to Landa Jones, Southern University, Human Resource.
[CUSTOMER][NEUTRAL] And I'm gonna give you that office phone number and when [PII] get it, she can call me.
[AGENT][NEUTRAL] Wait a minute, so you have her number? Because I, so unless you
[CUSTOMER][NEUTRAL] This one doing that.
[CUSTOMER][NEUTRAL] Oh, I got a.
[AGENT][NEUTRAL] Unless you just want a copy of this, do you want me to call? I can call the HR department if you want me to talk to them. Is that what you're trying to do so we can get this done?
[CUSTOMER][NEUTRAL] Yeah, yeah, her number is [PII]. That's [PII] number, the girl who handled the insurance.
[AGENT][NEUTRAL] What's the, uh, what's the um
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Sorry, I just typed over it. Can you repeat that for me? I was trying to add the area code.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, no, no, no, the pre the prefix is [PII], and her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, let me give her a call and then hopefully we can just help you right now, OK?
[CUSTOMER][NEUTRAL] OK, can you put us on a 3-way?
[AGENT][POSITIVE] Yes, ma'am. I'm going to call her on the other line and then connect everybody together.
[CUSTOMER][POSITIVE] OK, that's cool. All right, I'm gonna just hold on the line. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ms. [PII], record your message at the tone when you are finished. Hang up or press pound for more options.
[CUSTOMER][NEGATIVE] We ain't finished.
[AGENT][NEUTRAL] She didn't answer. Um, do you have an email?
[AGENT][NEUTRAL] Let me see who we have. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, go ahead.
[AGENT][NEUTRAL] I think I have.
[AGENT][NEUTRAL] I you.
[AGENT][NEUTRAL] Alright, so this is what we can do. I hope it doesn't come back on me, but I'm trying to help you. So if it does, it's OK. I'll help you. So, I just found an email. I believe this is for [PII]. I can email her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and let her know that you're trying to get this, um, payroll deduction off and continue, basically just tell her what's going on and um see if maybe we can get some help that way.
[AGENT][NEUTRAL] You want me to charge that?
[CUSTOMER][NEUTRAL] OK, let's try that way. Now she in the office and what you do, dial her number and they keep coming back.
[AGENT][NEGATIVE] Yes, ma'am, um, nobody answered.
[CUSTOMER][NEUTRAL] That's, that's Southern, that's black people for you.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] That's why I want to copy myself and take it up there.
[AGENT][NEUTRAL] OK, um, I can, so you want me to go ahead and email her and just let her know like, hey, Ms. [PII] is trying to continue the policy with, I don't know how I'm gonna to word it, but basically just let her know what's going on and then reach out to you.
[CUSTOMER][NEUTRAL] Well, you can say that.
[CUSTOMER][NEUTRAL] Well, you could tell her this that.
[CUSTOMER][NEGATIVE] That Miss Miss [PII] is, however you word it, uh, just, just send me a a copy of that and I'm gonna go around this corner and see if I can get this little child that might can open this email and then I'm gonna call her until I get her. I hate to get in my car and have to drive in all this traffic.
[CUSTOMER][NEUTRAL] Send me a hard copy of what you got. The reason why I want a hard copy, so if they lie and say they didn't get the message, I got proof.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know how, you know how our people didn't know how to lie.
[AGENT][NEUTRAL] Keep receipts. Mhm.
[CUSTOMER][NEUTRAL] No, you make your paper trail, so it ain't gonna allow no paper trail. Fact is facts.
[AGENT][NEUTRAL] Right, that's the truth.
[AGENT][NEUTRAL] Do you want me to try to call her again, are you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, you try to call her again. I want her to hear from you and then you can CC me. You, you CC me that that you made contact so she can't say ain't nobody talk to me. See, I know well you know how people.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So like my brother said, the best black persons are there because they don't do nothing right.
[AGENT][NEUTRAL] Alright, uh, hold on one moment. I'm gonna try to call her on the other line, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII] Record your message at the tone when you are fit.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, it went to her voicemail again. So I'll send the email and I'll, I'll put you on the email as well so you can have, you know, just see what's being said and everything, just in the loop.
[CUSTOMER][NEUTRAL] OK, could, could you still mail me a hard copy?
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] Though Mao.
[CUSTOMER][NEGATIVE] OK, I'm gonna, uh, I'm pissed off with them. I'm gonna call somebody and tell them to go to her office, tell her answer her damn phone. Well, I call the president's office, and I ain't got no problem doing that. That's a business place they need to answer the phone.
[AGENT][NEUTRAL] That's the truth. And once we get them, um, we just letting them know you've already contacted us, we just need the information from them that, that, you know, the payroll deduction has stopped so that we can continue, so, so it's not double payment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK all right thanks.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, but I'm tempted to drive up there. I'll get my niece to drive it. OK, thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I saw them one to answer their phone. That's a disgrace.