AccountId: 011433970860
ContactId: 47f3cc5e-3a6c-4cc1-80a0-b55cc47117b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651159 ms
Total Talk Time (AGENT): 271273 ms
Total Talk Time (CUSTOMER): 412883 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/47f3cc5e-3a6c-4cc1-80a0-b55cc47117b6_20250314T21:25_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] Yes ma'am [PII]. I, uh.
[CUSTOMER][NEUTRAL] I mean, I'm looking, I, I just got a statement from y'all about the payments that were made on my account and uh I have a new address it was sent to my old address. I need to give you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I can help you with that.
[CUSTOMER][NEUTRAL] I need to give you the new address on the account.
[AGENT][NEUTRAL] We can certainly update that for you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I am looking at it. Let's see, I'm looking at the.
[CUSTOMER][NEUTRAL] I don't see a policy number. I see a check date, check number, policy policy number, there it is.
[CUSTOMER][NEUTRAL] OK, you're ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It's 00604228.
[AGENT][NEUTRAL] And what is your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] My name is [PII]. My birthday is [PII].
[AGENT][NEUTRAL] I'm a [PII] baby too.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] Yeah. That's month, right?
[CUSTOMER][NEUTRAL] Not, not in [PII] though, because you, you're about half my age.
[AGENT][POSITIVE] Oh, I'm not half, trust me, but I appreciate that.
[CUSTOMER][NEUTRAL] You sound like you have.
[AGENT][NEUTRAL] I, I'm about 1010 years behind you, so I'm close.
[AGENT][NEUTRAL] And what is that current, uh, let's see, what is a good callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then we have a [PII] email on file, is that a good one for you or do we need to update that?
[CUSTOMER][NEUTRAL] It's, is, yeah, that's the same one. It's [PII].
[CUSTOMER][NEUTRAL] Pops in 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII], OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, got that. Let's see, let me get where I can update that address. And what is your current mailing address?
[CUSTOMER][NEUTRAL] OK, it's it's just a new street number every the city stays the same it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just one second. Let me get that updated for you.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am in [PII].
[AGENT][NEUTRAL] And what is that zip code, please, sir? Let's just verify that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right, I've got that updated to [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that has been updated for you, so any future, um.
[AGENT][NEUTRAL] Correspondence will go to that [PII] address.
[CUSTOMER][NEUTRAL] Sure, right, thank you. I don't get that many. Just going to the doctor twice a year I mean.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that's been completed. That's all I need is that everything you need, Mr. [PII].
[CUSTOMER][NEUTRAL] Is that all you need?
[CUSTOMER][POSITIVE] Yes ma'am, I appreciate you.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you. I'll stay safe. You're not gonna be on the west side of [PII], but the
[CUSTOMER][NEUTRAL] Alright, alright, and you.
[CUSTOMER][NEUTRAL] No, no, actually I'm calling, yeah, I live in, I live in [PII], but I'm in [PII] right now at a ball game and uh the weather looks OK right now. The weather's coming tomorrow, so.
[AGENT][NEGATIVE] The West side of the east side's gonna get bad.
[AGENT][NEUTRAL] Is it, yeah, we are.
[CUSTOMER][NEUTRAL] I think, yeah, are you in, you, you're not in [PII], are you?
[AGENT][NEUTRAL] No, I'm in [PII] and right outside of [PII], right in central part of the state where they've got, the first time in my life, I think I've seen a level 5 for tornadoes in [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Wait, wait, when?
[AGENT][NEUTRAL] That's for tomorrow.
[CUSTOMER][NEUTRAL] 000, you see, OK, you didn't see this tornado. You just saw the, the forecast.
[AGENT][NEUTRAL] The forecast is for level 5 in our area.
[CUSTOMER][NEUTRAL] OK. What
[CUSTOMER][NEUTRAL] Whoa, now what, what city are you in? You said around [PII], what city?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, um, in [PII] near [PII]. Mhm.
[CUSTOMER][NEUTRAL] Oh, I know, yes.
[CUSTOMER][NEUTRAL] Yeah I know I know my uh my wife is from, um, you know where [PII] is not far from you.
[AGENT][NEUTRAL] Was she from [PII]? My family's from [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, OK, when we say [PII], like I tell you, [PII], I'm actually [PII], but she's from [PII], which is right around [PII], so.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Absolutely, I know that area well. I, in fact, I grew up at my, my grandfather's house in [PII] and we traveled all those roads around there. We had aunts and all, I mean, just family all around. So.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][MIXED] I miss all those days. My family, all her family, most of them are all gone, but uh she's got a brother and sister that still live up there and so we go up there. We still got some property, but I always loved that when I got out of school in the 60s, 70s, I was trying to uh.
[AGENT][NEUTRAL] Yeah, ours too.
[AGENT][NEUTRAL] I know, but that's me too.
[CUSTOMER][NEUTRAL] I was trying to move up there and, and I, I, I was an a degreed accountant from, from LSU and the only job that I could get was at an O Tesco, uh, a Tesco, um, like a Western Auto place and that that was the only place I could find a job and I said, no, I don't, didn't go to LSU to go work in a Tesco store.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] There's not, there wasn't a whole lot of places to work there, so.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah, have you ever heard of the friendship community around Macomb? That's where my father's family is from, the friendship.
[CUSTOMER][NEUTRAL] Now what is your, what is your maiden name or what it, yeah, your, your father was was.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I have to ask my wife, uh, friendship. My wife, her family, she's in [PII] and [PII] [PII], and they're from, uh, the [PII] are from the area that's around [PII]. These are all small communities. I know Friendship is small too. But, uh, and when you talk about [PII], there's not much there. That's why I say the Macomb area. But, uh, I, I'm trying to think, friendship is in relation to, is it out towards?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It is out and it's out from the town, in fact, and you know, I was young then, so I, I don't, it's near, was near Friendship Baptist Church.
[CUSTOMER][NEUTRAL] OK, cause I know Summit is, Summit is right there and I'm trying to think, my wife would, my wife knows because [PII] is, uh, I could tell you a lot of stories. I know you got other things you need to do, but [PII] is a, I learned at a family reunion, you know, in [PII], I'll do family reunions and dinner on the ground and all that. So we were at a family reunion, and they were telling the, telling the story about [PII] about in the [PII], before [PII] grew big, [PII] was like the center of of Pike County and
[AGENT][NEUTRAL] I mean it's probably.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They had hotels on the Bogachitta River and, and there's nothing there now. And I said, whoa, I said, I had no idea Holmesville was like that.
[AGENT][NEUTRAL] Yeah, I know where the baby is.
[AGENT][NEUTRAL] In the.
[CUSTOMER][POSITIVE] Oh yeah there's a lot of good stories, a lot of good stories, yeah.
[AGENT][POSITIVE] Yeah, that was, that was the good times, weren't, weren't they? That was a good old time.
[CUSTOMER][NEUTRAL] Yeah, yeah. You don't want to talk about good times because, as I tell people, I said, I'm 74 and I say that, uh.
[CUSTOMER][NEUTRAL] You know, most of my life is behind me. I don't have a lot ahead of me, but I'm, I'm not sad about it. I'm kinda, I don't like what goes on now with, with everything the way it is. I, I don't like any of the changes. I like the way it was, but we, we, we all have to progress and move. Now my grandkids all love these times and everything, but, and I guess maybe when we were younger, we, our, our parents probably felt the same way, you know, that things were changing too much, so.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Me too.
[AGENT][POSITIVE] They probably did, but I'll tell you what, at least, yeah, that was some good times. I used to go stay at my grandfather's in the summertime, you know, and help my uncle. He had horses, so I'd help him train hor it was just.
[CUSTOMER][POSITIVE] They were good times, yeah.
[AGENT][POSITIVE] You know, I just wish kids would enjoy outside and doing that kind of stuff now.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] So, so my wife, my wife, uh, I'm, uh, I know I need to let you go because I could stay all day. My wife was, uh, she lived there and then, and her first job was up in [PII], and she worked as a switchboard operator. Well, my, my grandkids have no idea what a switchboard operator does, plugging the things in and connecting calls and all that, but they have no clue. But, you know, they don't even know about the old rotary phones we used to use. They know of them, but they have no clue.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Don't we miss those? I do.
[CUSTOMER][NEUTRAL] Or party lines, y'all had the party lines if you lived in a rural area, you knew what a party line was.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Heck yeah. And you know, I saw something on Facebook the other day that I said it was so true. I said it, uh, it's backwards now. The kids that used to make prank calls are now getting prank calls from, from telemarketers.
[CUSTOMER][NEUTRAL] Well yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, you're right. So [PII] from Friendship, I'll have to ask her, as a matter of fact, when I talk to her. So when I get home, I won't get home till late tonight, but I'll talk to her tomorrow and say, brew, you know where she says, oh yeah, that's right over by, but did you know any because I, I do know she's mentioned the brewer name, but there's so many names up there that [PII] is not a real common name down here in [PII], so.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] In fact,
[AGENT][NEUTRAL] Yeah, they're, they're a lot, but a lot, in fact, my uncle used to own, um, I don't know if she's familiar with Brookhaven, but he used to own Old Brook tires.
[CUSTOMER][NEUTRAL] Old Brook tires, yeah, well, Brookhaven, yeah.
[AGENT][NEUTRAL] In in Brookhaven.
[AGENT][NEUTRAL] Mhm. Right outside in the town.
[CUSTOMER][NEUTRAL] Yeah, we, yeah, well, my, uh, I'm, I'm sure your family, a lot of them were farmers and everything because most of the community is farmers and, and that's so, uh, with the co op was up in Summit, so we'd go from Magnolia up to the co op north of, you know, the, the summit is the north area as you know, not far from Brookhaven.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's
[CUSTOMER][POSITIVE] But I, I love driving around. As a matter of fact, in the 70s when we got married, I'd still like to drive around. I tell my, my wife, I say, wasn't that Elmo Allen store right there, wasn't that Don Simmons store? They're all gone now because all the people are gone in the stores. Nobody uses those little, you know, those little area grocery stores where you'd go get everything that you needed.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But my wife, she's older than me. My my wife still remembers whe[PII], when they would drive around, the trucks would drive around with all the wares on the trucks, and her mama would go out there and buy stuff off the trucks.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] I remember, I remember them coming to my grandfather's, yeah, exactly.
[CUSTOMER][NEUTRAL] Kind of like what kids do now with the food trucks.
[CUSTOMER][POSITIVE] Like the food trucks
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] What goes around comes around. You're right.
[AGENT][POSITIVE] That's right
[CUSTOMER][POSITIVE] I, I better let you go because I know you got things to do, but I, and I never, I never talked to you again, but it was really nice talking to you and thanks for taking my information, so.
[AGENT][POSITIVE] All right. Well, it's been such a pleasure.
[AGENT][POSITIVE] Hm, it was my pleasure. It felt like it was home, folk.
[CUSTOMER][NEUTRAL] Well, kind of miss it all, but we can't do anything about it.
[AGENT][POSITIVE] Yeah. No, but we can just try to brighten our little corner of the world.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, yeah, but there's not many of us left, sir.
[AGENT][NEUTRAL] Well, y'all stay safe, OK?
[CUSTOMER][MIXED] OK, and good luck tomorrow with that. So that's doesn't sound good, but there's been some bad tornadoes in that area. I remember one bad when it hit Mccoma. It was a, it was a 5, well, probably before they raided them, but it was a bad when that tore Mccomb up, so.
[AGENT][NEUTRAL] Yeah, I remember that too.
[CUSTOMER][NEUTRAL] But, but y'all have them up there, so yeah, OK, alright then, alright.
[AGENT][POSITIVE] Yeah. Well, thank you for calling APL. You have a great weekend. Thank you, mister. Thank you, Mr. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you bye bye, bye bye.
[CUSTOMER][NEUTRAL] Alright.