AccountId: 011433970860
ContactId: 53788119-a73d-4206-bb92-837c7527c006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308299 ms
Total Talk Time (AGENT): 122145 ms
Total Talk Time (CUSTOMER): 108921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/53788119-a73d-4206-bb92-837c7527c006_20250319T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um, this is [PII]. Um, I have an insured's daughter on the phone. She is saying that her mom had passed away, and, but, uh, we're still taking premium out of her policy, but I show that it looks like her policy has termed as of [PII]. And, and it was from the insured that called to cancel their policy, but she is saying that the amount was taken out in March.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, um, I can look into the policy and the payment. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] 614-051.
[AGENT][NEUTRAL] 614051
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 051.
[AGENT][NEUTRAL] Is it for Miss [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, you can go ahead and transfer her.
[CUSTOMER][POSITIVE] OK, thank you so much. And um her daughter's name, the one that's calling, her name is [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great one.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, this is [PII] in. Hello, this is [PII] in customer service. I was just advised that um the policy for your mother, um,
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Is has been taking out premium out of the account?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, I do see here um in our policy notes that this policy was canceled, um.
[AGENT][NEUTRAL] In January and I don't reflect any any other payment received.
[CUSTOMER][NEUTRAL] Well, it was set up on automatic payment at the bank and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They took out um.
[CUSTOMER][NEUTRAL] The [PII] they took out 3660.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEGATIVE] Let's see. They took out March, they took out a different amount which I don't understand.
[CUSTOMER][NEUTRAL] Uh, of 18.
[CUSTOMER][NEUTRAL] Let's see where was that.
[CUSTOMER][NEUTRAL] 1830 on [PII].
[AGENT][NEUTRAL] 1830. OK, I do see that it is the um same premium amount, which is weird because the policy was canceled back in January and it was um.
[AGENT][NEGATIVE] Cancel the same day, so.
[AGENT][NEUTRAL] Let me look at it really quick.
[AGENT][NEUTRAL] If there's any other
[AGENT][NEUTRAL] Active policy. No, that is, it is the only policy.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I'm assuming on
[CUSTOMER][NEUTRAL] [PII] the [PII] they took out 3660. I'm assuming that was January and February because I don't have a February amount.
[CUSTOMER][NEUTRAL] I think that was for 2 months because it's 3660.
[CUSTOMER][NEUTRAL] And the monthly premium was supposed to be 1830.
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] All right, Ms. [PII], what I can do right now is um.
[AGENT][NEUTRAL] Can I um grab a callback number?
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you very much and um I will go ahead and place um a request so that we can investigate um those premiums that are being taken because uh from our end in and um in the system, I don't see any charge or any um money received, so I will have to ask um about it and then I can call you back with a resolution and an update.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. That sounds fine. Yeah, that sounds fine.
[AGENT][NEUTRAL] Does that, does that sound good?
[AGENT][NEUTRAL] All right. Is any, um, is any hour um
[CUSTOMER][NEUTRAL] Anytime is fine.
[AGENT][POSITIVE] All right, perfect, thank you very much.
[CUSTOMER][NEUTRAL] Anytime.
[CUSTOMER][NEUTRAL] OK. All right. Bye-bye.
[AGENT][NEUTRAL] Bye bye.