AccountId: 011433970860
ContactId: 5577e4e3-52af-4895-98ee-200143644850
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600000 ms
Total Talk Time (AGENT): 165611 ms
Total Talk Time (CUSTOMER): 403283 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/5577e4e3-52af-4895-98ee-200143644850_20250131T22:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] and I, I had a cancer policy with the school that I was with, you know, and I retired this year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I wanted the policy continued and I sent off the paperwork I think and, and then they, I have seen I don't get in my emails now that I'm not working anymore and I'm seeing that there was an email with something that I needed to fill out but.
[CUSTOMER][NEGATIVE] I don't have any way to print it out here at home. I don't, and I don't have, and, and on the phone, uh my eyes are just not good enough to see it, you know, can I get it somehow or something?
[AGENT][NEUTRAL] That's OK. Yes, ma'am.
[AGENT][NEUTRAL] I can put it in the mail to you.
[CUSTOMER][NEUTRAL] That would be OK. Is it, everything OK with it? Is it in, or do we know or? I mean, can we find out?
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Uh, the, what's the policy number?
[CUSTOMER][NEUTRAL] Oh, I, I, uh, let me see if I can see if there's anything in the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or, or you can give me your last name and I'll look it up by your name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It, it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I remember saying your name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It didn't have anything for a number, yeah, that I know of. And if I received any forms, I, I, I don't know. I have trouble with my mail, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEGATIVE] We have lots of trouble with our mail down here in [PII].
[CUSTOMER][NEUTRAL] Do you? Well, how did, did y'all enjoy, did you get some snow?
[AGENT][NEUTRAL] Yeah, I've got
[AGENT][NEUTRAL] No, it went below us.
[CUSTOMER][POSITIVE] Yeah, well, we got it here.
[AGENT][NEUTRAL] Below us and above us.
[CUSTOMER][NEUTRAL] We got, we got it here in [PII] area a little bit, just a little.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Yeah, I love snow, but.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Huh, how much?
[AGENT][NEUTRAL] We didn't get any at all. Uh, we didn't get any at all. I love snow, but I wish it would have snowed.
[CUSTOMER][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] Oh, it was just
[CUSTOMER][NEUTRAL] Yeah, it just covered the ground and the cat got scared enough not to go out, but that was it, you know.
[AGENT][NEUTRAL] Yeah, OK, I found your policy, um, and do you mind verifying your date of birth and your address for me?
[CUSTOMER][NEUTRAL] Oh, no. Um, my birth is [PII], and what was the next question? Let me tell you, [PII], I'm hard of hearing.
[AGENT][NEUTRAL] OK. The address. I, I'll try to talk louder.
[CUSTOMER][POSITIVE] [PII], no, oh well, that's good. Yeah, it sounds better. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your phone number.
[CUSTOMER][NEUTRAL] Um, [PII]. [PII], where are you at in [PII]?
[AGENT][NEUTRAL] Uh, just south of [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, no, halfway between. I live in [PII], but um.
[CUSTOMER][NEUTRAL] My son lived in [PII].
[AGENT][NEUTRAL] Uh-huh. Yeah, I live in [PII], um.
[AGENT][NEUTRAL] And our office is in
[CUSTOMER][NEUTRAL] I don't know where that is. Yeah. My son, son lived in [PII] there, uh.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] He got out of college, this has been years ago, but he, he worked where the [PII] and the Yazoo River comes together with the Corps of Engineers, I think. And um and he, he had experience with, I don't know, these muscles that stop up lakes and things, and he went down there to work and anyway, help them and he just loved [PII]. My son is so laid back, he just, he just loved it, you know, and uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, um, anyway, but we, we had a funny story that when we, he picked me up at Jackson Airport and, and I said, let's just go straight to the apartment. I've got to see your place, your, your little apartment. And I said, I said, let's just go get fast food and we'll take it to the apartment. He said, Mama, there's no such thing as fast food here in, uh, in Mississippi. And I said, what do you mean? I said, there's a little mall, there's a little mall right over there and I said, there, there, go to that taco smell. Let's go back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We get in line, there's one car in front of us. 25 minutes later, one car in front of us. 25 minutes later, we get our stuff and leave. And I looked at him as we roll out. I said, do you think it's because we were white? And he said, no, mama, I don't. He said, it's just the way things are in Mississippi and they can't see through the speaker.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And we laughed about that, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and, and, and I am white if you, I don't know what race you are, but anyway, I'm as, well, I, I'm as white as they come. I turned white and my start turning white, my hair at 14. By 30, I was solid white. I'm, I'm part Indian. I'm, you know.
[AGENT][NEUTRAL] I'm white as well.
[AGENT][NEUTRAL] I am too. Uh, well, I'm not Indian, but I was, I was solid white by the, by 30.
[CUSTOMER][NEUTRAL] Are you?
[CUSTOMER][NEUTRAL] Yeah, yeah. And I was too. And, and so, uh, I looked like a platinum blonde, you know, and it's just as white as snow, but thinking of snow. And anyway, it was funny, but he said, also, mama, in, in the state of [PII]. Now, I know I'm the brother of the family, but don't call me [PII] in the state of [PII], please.
[AGENT][NEUTRAL] It, it
[CUSTOMER][NEUTRAL] I said, OK.
[CUSTOMER][POSITIVE] It was just a lovely place to live and he just loved it there, you know, anyway, so I'm through with stories. Go ahead. What do you need me to do?
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK. I, I've got those forms, um, and I'll, I'll get those out in the mail to you. Let's see.
[CUSTOMER][NEUTRAL] And did I send in, I, I think I send in money and I remember it's been a whirlwind and I've been a little bit ill off and on, but not anything in particular, but just old people's stuff, you know. And uh I had to be the flu, the flu or something this week and ran into the hospital right quick to get some fluid, you know, cause I was sick.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you get to the hydrated, it's easy, but anyway, I, but anyway, do I, uh, will I, do I owe money? Do, is it set up? Is it, uh, I can't even, I, I haven't even look to see if it's being pulled out or what it is.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] It hasn't since.
[AGENT][NEUTRAL] Uh, let's see what [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Since September.
[CUSTOMER][NEUTRAL] September.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So we need to pay everything back since September?
[AGENT][NEUTRAL] All right. Um, it
[AGENT][NEGATIVE] I might need to get with my supervisor. It may be too late to reinstate this one.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I, um,
[CUSTOMER][NEUTRAL] Because it was in, I mean, it was in place. There was nothing, we didn't have any problems or any claims, but, you know.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But, um,
[CUSTOMER][NEUTRAL] Anyway, you see what you need to do, I guess.
[AGENT][NEUTRAL] OK. I will get with her and then um
[AGENT][NEUTRAL] Get the forms out in the mail to you or give you a call back um.
[AGENT][NEUTRAL] It may be um next week before I can call you back. My supervisor leaves at [PII] on during the week.
[CUSTOMER][POSITIVE] Oh, sure. It's, it's Friday. I get, I get it, I get it. I if you would, and, and call me on this phone and please do not hesitate to call over and over, you know, if you miss me or I don't hear it, or, you know, um, I'm not a child who carries it around with me all the time, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Right, me too.
[CUSTOMER][POSITIVE] But, uh, but I, I would, you know, love to, love to have kept it. But, um, and I filled out paperwork and sent it off, but and I know I sent a check. I'm sure I did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me, let me keep looking here.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Let me look another place and see if we got something there.
[CUSTOMER][NEUTRAL] But I don't
[CUSTOMER][NEUTRAL] I'm sorry, what now?
[AGENT][NEUTRAL] I'm gonna look in a different place and see if we've got something there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I'm, I'm so sorry. I, I, I, if, like I said, if there was anything said, which probably a company would have sent something by mail, I'm sure, but I just, I, I didn't get it. I, I didn't have it. And I kept thinking they're drawing it out each month and everything's cool and, you know, and everything. And I got others that are coming out. And so I was, you know,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Checking on it anyway. And I saw that email. I was deleting a bunch of emails and I thought, what is this, you know?
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEGATIVE] But I can't.
[CUSTOMER][NEGATIVE] I can't print it out, whatever it is to fill it out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, on [PII] they did refund one month premium.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They refunded it.
[AGENT][NEUTRAL] Yes ma'am, they sent it in the mail to you for $36.10.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] He's the ladder.
[AGENT][NEUTRAL] That were male.
[AGENT][POSITIVE] Yeah, let me get with my supervisor on Tuesday and, and check and see what all I can do and give you a call back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, honey. Well, just let me know, all right?
[AGENT][NEUTRAL] OK, I will and.
[CUSTOMER][NEUTRAL] And I'll talk to you next week then.
[AGENT][POSITIVE] Alright and thank you for calling APL and you have a wonderful weekend.
[CUSTOMER][POSITIVE] And you do too, honey. Take care. Bye-bye.
[AGENT][POSITIVE] All right. Thank you. mhm Goodbye.