AccountId: 011433970860
ContactId: 54c5d263-fb5c-4b68-a634-3bcd39042e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577710 ms
Total Talk Time (AGENT): 286773 ms
Total Talk Time (CUSTOMER): 306680 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/54c5d263-fb5c-4b68-a634-3bcd39042e77_20250512T15:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], I'm sorry, excuse me. Um, I called last week and um y'all were supposed to email my husband some forms because he disconnect connected, uh, and retired from the state of [PII] and, uh, we need, we want to purchase the policy and he hasn't received it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know if they got the email address spelled wrong or not.
[AGENT][POSITIVE] OK. I'd be happy to help you with checking on that um today. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm [PII], his wife and I have his old policy number from the state where you know, we purchased that policy while he was working.
[AGENT][NEUTRAL] OK. Yes, ma'am. What's that policy number?
[CUSTOMER][NEUTRAL] 00753817
[AGENT][NEUTRAL] Alright, Ms. [PII], and just in case we get disconnected today what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just a second. Let me try that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Right, or is there, I didn't even look think to look on your website if I could download them or, you know, whatever.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Sometimes you can, uh, sometimes it's at the back of your policy certificate, but it's all right. We can make sure you get it. Let me take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, all right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I did find his policy. I just need you to verify some information for me.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is his name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And can you verify his date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your current address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify his phone number for me?
[CUSTOMER][NEUTRAL] [PII] I believe.
[AGENT][NEUTRAL] OK. I have a different number listed on the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A what a different phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh Lord. Let's see.
[CUSTOMER][NEUTRAL] Um, hold on, I can go get his phone. He's outside.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, you know, you get so used to using the address book, you know, 56, yeah, yeah, [PII], what's your cell phone number [PII] yeah [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so the number I have listed ends in [PII]. Can you ask him if that sounds familiar?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] Oh, that was our whole phone, our landline, Lord, we terminated that landline. I don't know how many years ago.
[AGENT][NEUTRAL] OK, no problem. I can get that updated for y'all. So his, his correct cell phone number is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I'm gonna go ahead and get that corrected for y'all.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] You wouldn't believe how many times I've had that happen. Actually, I have a lot of of policies where I'll be asking for the phone number and they'll say, oh, that was our old landline.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] Yeah, like who has them anymore, you know?
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] Because I started back on [PII] tried to secure the policy before he disconnected because that's what they told us and they said they had put it in the mail and I've never received it and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Unfortunately, they said they mailed it on the, the [PII] and I mean I, I'm having problems with my postal service, but and then since then, my momma's
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] come home with hospice and I just got a lot going on and
[AGENT][NEUTRAL] Oh, I understand.
[CUSTOMER][NEUTRAL] I'm doing my best to try to get this tended to so um.
[AGENT][POSITIVE] Yes, ma'am. And I'll do my best to help you out today to make it as easy as possible. You sound like you got a lot on your plate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yup, I do. And so I asked him, I said, well, you want to take care of this? He said, no.
[AGENT][NEUTRAL] Um, the last thing.
[AGENT][NEUTRAL] No, I need you to. That, that's my husband too. My husband, uh, gets me to do everything. Um, you said that you wanted to make sure we had the spelling correct on the email. Can you just verify that email for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I thought so. So we do have it spelled wrong. Whoever put it in here, put it as [PII] So I'm gonna fix that too. I was like, I don't think that's how [PII] is spelled.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And she even read it back to me because I said, well, [PII], check your, you know, your spam folder. He's like, and it's not there. And so I just said, well, I'll just, I'll have to try to call this morning real quick. So.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Yes, ma'am. I'm so sorry about that. I do see the letter and the form uh that have been scanned in to his account. So I'm going to forward that to you via email. Um, you may still get it in the mail, but I am gonna send that to you in an email too so you can go ahead and get it, um.
[CUSTOMER][NEUTRAL] That's OK, hey.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I appreciate that [PII].
[AGENT][POSITIVE] No problem, Miss uh Miss [PII]. Is there anything else I could do for you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, once I, you know, get that and filled out, I'll, you know, uh, probably get y'all just drafted the account and, uh, you know, if y'all do that, that'll be fine.
[AGENT][POSITIVE] Yes ma'am, no problem. So I'm gonna send you these forms and um there is an electronic funds transfer form attached to it as well. So if y'all would just fill that portion out and you can take a picture of it and attach it to an email and mail it and email it back so you don't have to actually put it in the mail.
[CUSTOMER][NEUTRAL] So, and we'll we'll go from there, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, great, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Gotcha. Yeah. Yeah. It's a shame. It's taken like 2 weeks to get stuff even to [PII] sometimes. I've got checks that have never made their destinations from uh 2 years now.
[AGENT][NEGATIVE] Yes, ma'am. Uh, it's crazy. Ever since, ever since COVID, the mail has just been so um unreliable. Um, even Amazon. Yeah, that's true too.
[CUSTOMER][NEUTRAL] And it's, you know, what you gonna do?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh no
[CUSTOMER][NEGATIVE] Well, nobody wants to work anymore.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEGATIVE] But I remember even Amazon, you know, they, they, they, um, did the two-day, you know, guaranteed 2-day shipping for Prime members and now I'm like, why am I paying for Prime because it's still taking a week for me to get my packages. So, yeah, I understand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I tell you what, I'd rather, I'd rather do that and just have it sent to the address because you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I don't know. I'd rather take a beat and drive 25 minutes to go to town.
[AGENT][NEUTRAL] Oh, I understand. I, I, I live in a small rural area and so the closest store we have, I mean we have like a small grocery store and stuff uh in the town I live in, but I even live outside of that town, so I have to drive into that and then uh the nearest Walmart is in the next town over. So, but any like good stores.
[CUSTOMER][NEUTRAL] So, but I, I do once every 3 weeks, so that's not too point.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, I have to drive like 40 miles almost to get to, so I understand, yup.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Goodness, yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Miss uh Miss [PII], I keep looking at Mr. [PII]'s name I wanna call you [PII]. um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Well, I'm um I'm downloading the documents now to attach them to an email so just be looking out for it and if you have any issues or questions you can give us a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, I sure do appreciate it thank you so much.
[AGENT][POSITIVE] No problem, Ms. [PII]. Thank you all so much for choosing ATL and y'all have a wonderful day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thanks, bye bye.
[CUSTOMER][NEUTRAL] Bye.