AccountId: 011433970860
ContactId: 407fe0ba-3d92-47e0-b7b3-41cb28f3ac42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 660260 ms
Total Talk Time (AGENT): 289904 ms
Total Talk Time (CUSTOMER): 236772 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/407fe0ba-3d92-47e0-b7b3-41cb28f3ac42_20250306T21:45_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII]. I was calling my friend. She went to try to call to make that payment.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] On my on my uh.
[CUSTOMER][NEUTRAL] Policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they wouldn't let her do it.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you. What is your policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number.
[CUSTOMER][NEUTRAL] Um, it's in my kid's name. It's uh [PII] and [PII].
[AGENT][NEUTRAL] The policies in their name?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Alright, give me just one second.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I got it a long time ago when I worked.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And I got well I got do have the policy number it's 49 493148 is [PII]'s.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And
[AGENT][NEUTRAL] Ms. [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII] is 493153.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And Ms. [PII], can you verify your date of birth or your um phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. And you're wanting to make a payment on the policies?
[CUSTOMER][NEUTRAL] Yes, I was gonna get her to make it on her card because mine's an overdraft and I was gonna give her let her give her the money and she was gonna pay it on her account.
[AGENT][NEUTRAL] OK, and she's not on the policy and we don't have permission to speak with her?
[CUSTOMER][NEUTRAL] Yes you do. That's what I'm saying I need to put her on it where she can make the payment because she's gonna have to do it again this the [PII] of this month.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] OK. Hang on just a second.
[AGENT][NEUTRAL] So what we're going to have to have is an authorization form signed or given we either.
[AGENT][NEUTRAL] Y'all can call together and during the call you can just tell us that we do have permission to speak with her regarding payment information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I tell you what, hang on just one moment. Let's see what the best, easiest way to do this is. Hang on just a second if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] Hey I'm good how are you?
[AGENT][NEUTRAL] It's [PII]. I'm fine, thank you. I got a question for you. I have a Miss [PII] on the line. She's got two whole life policies for her kids.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she had a friend called to make a payment.
[AGENT][NEUTRAL] Yesterday looks like the call got disconnected. Looks like [PII] was trying to help her. So this sit this is the situation, so I wanna make sure so um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], the policyholders.
[AGENT][NEUTRAL] Card has insufficient funds, so she gave some money to her friend to put on her card and call and make a payment yesterday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she said we wouldn't let her do it, but all I see in the notes is that the call was disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I don't know why we wouldn't have let her do that. Um, what is the policy number?
[AGENT][NEUTRAL] Well, I've got 2, it's for two of her kids, 493148.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me look, um.
[AGENT][NEUTRAL] And then 1493153. The notes are on policy 493153.
[CUSTOMER][NEUTRAL] 49353 let me log into the payment system and I can see um it might have been that maybe a payment failed like if if it was declined hang on let me log in.
[AGENT][NEUTRAL] Well, she said that we told her that she couldn't do it because it wasn't her.
[AGENT][NEUTRAL] Her friend couldn't do it.
[CUSTOMER][NEUTRAL] I mean yeah that we, we can take a payment from anybody. I mean that we just can't give them any information I don't know I mean I don't think that [PII] would have told her that, but if that's what she said, you know, I don't know.
[AGENT][NEUTRAL] Well I didn't think so either.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I just wanna make sure I was like, do we, do we have to have an authorization form for payment?
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEUTRAL] Mm mm we don't so I mean if she wants to make that payment we can do that um.
[CUSTOMER][NEUTRAL] Yeah, I mean she's her note on here does say they got disconnected so I don't know if maybe she thinks she got hung up on or something.
[CUSTOMER][NEUTRAL] I don't know, but yeah, I mean we can take the payment.
[AGENT][NEUTRAL] OK, no authorization needed or anything.
[CUSTOMER][NEUTRAL] If that's what she wants to be, no, we just won't be able to give, you know, the friend any information, you know, we can process the payment for the amount she's wanting to pay, but we just won't be able to give her any policy information or anything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, cool. I just wanted to make sure for.
[AGENT][NEUTRAL] Before I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Said that I'll just tell her friend to call back and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah definite[PII] um.
[AGENT][NEUTRAL] Yes, or if she's with her or they could call together or whatever and then that way.
[CUSTOMER][NEUTRAL] Yeah, yeah, but we can definitely get that processed. I'm not sure what happened um because all we have to go off of is just her notes saying they got disconnected, you know, I don't know but yeah they can definitely do that um they wanna call in, um, or if you know they wanna give you their information, um, then we can have, uh, we can call them back or if they're ready to do it now we can do it now.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, well, I don't think her friend is with her, but if she's got her friend's phone number, I can just send y'all and.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Email or something.
[CUSTOMER][POSITIVE] Yeah you can yeah or you can put it through the hub that's fine and we'll get it taken care of.
[AGENT][POSITIVE] Got you, got you.
[AGENT][POSITIVE] OK, cool beans. Thank you so much. You're always so helpful and nice. I appreciate you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Well, thank you. Thank you. I appreciate you.
[AGENT][POSITIVE] Thanks, [PII]. Good to talk to you. Thank you. Bye bye.
[CUSTOMER][POSITIVE] You're welcome. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you for your patience I appreciate that. I was checking further on that. I did speak to our billing department they're the ones who processes, uh, card payments on the phone. She said that you don't know, you do not have to give authorization to your friend. I do see where there was a call yesterday and the call was disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you want.
[CUSTOMER][NEUTRAL] That's probably.
[AGENT][NEUTRAL] Yeah, and she can either call back with that payment information. Now, we would not be able to give her any information regarding the policies, but we can take the payment.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] She was just going to make a payment on it.
[AGENT][NEUTRAL] Yeah. I, can she call us back or?
[CUSTOMER][NEUTRAL] Yes, uh-huh, she's gonna call you back. Well, how late do y'all stay there?
[AGENT][NEUTRAL] We're here till [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now our billing department, they may not have anyone in the billing department until, uh, you know, after [PII].
[AGENT][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now what number does she need to call to make that payment?
[AGENT][NEUTRAL] The [PII], that's the same number that you called and then make sure she has those policy numbers because they'll have to look up the policies.
[CUSTOMER][NEUTRAL] Yeah, I'll give her that.
[CUSTOMER][NEUTRAL] Yeah, I gave her that. What was the last?
[AGENT][NEUTRAL] Or if she's
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] [PII] what was it the last numbers?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if she's available now if you wanna call her and do a 3 way call we can get you out to the billing department for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, I don't know if she, she's working right now, I think, and.
[AGENT][NEGATIVE] Whatever would be better.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know if she can talk.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, but did you
[AGENT][NEUTRAL] Well, as soon as she, she can just call us back with that payment information.
[CUSTOMER][NEUTRAL] OK, um, did y'all, uh, did they ever call me back about, uh, the loan on the account?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't see that. Looks like that was put in.
[AGENT][NEUTRAL] For the cash value?
[AGENT][POSITIVE] Um, they did send that to customer service to give you a call back.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let's see if I can see that.
[AGENT][NEUTRAL] Let's see if they've got a note on it.
[AGENT][NEUTRAL] No, ma'am. They have not uh finished reviewing that yet.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] So you should be getting a call back shortly regarding that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well I think and I'll get her to call you back.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes, ma'am, Ms. [PII]. It's been a pleasure to assist you. Is there anything else I can help you with this afternoon?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you and you too.
[AGENT][POSITIVE] Thank you. Bye-bye.