AccountId: 011433970860
ContactId: 580cd486-819a-43cb-adcd-8ebb2e0192e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216800 ms
Total Talk Time (AGENT): 93070 ms
Total Talk Time (CUSTOMER): 77470 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/580cd486-819a-43cb-adcd-8ebb2e0192e1_20250207T22:05_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, we are trying to find out, um, my mom has a bank account that we have a, I guess a policy coming premium coming out of her bank account, and we're trying to figure out what that's for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, um, do you have that policy number? Um,
[CUSTOMER][NEUTRAL] No, we, we don't have anything on it. All I know is the amount that comes out.
[AGENT][NEUTRAL] OK, do you have a social for your mom that I can look up and then get you over to our customer service team and they'd be able to um dive further in with you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is it, mom?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] We give you all these facts.
[CUSTOMER][NEGATIVE] I'm here and take off your hat and sell off. No.
[CUSTOMER][NEUTRAL] Oh yeah, are you hungry? I changed your mind.
[CUSTOMER][NEUTRAL] give me her phone [PII] number.
[CUSTOMER][NEUTRAL] I had my mouth all primed up for camping.
[AGENT][NEUTRAL] And can you tell me your mother's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what I have as well. So I'm gonna put you on a brief hold and I will get you over to our customer service team and they're gonna be able to give you more information on that policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, hold on tight for me.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi [PII]. This is [PII] in Broker Resources. How are you?
[CUSTOMER][NEGATIVE] I, my, my, my um mic was not working and then when I turned it back on, I, I got tongue twisted. How you doing?
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I'm good. That, hey, that happens a lot to me, so no big deal. Um, I have, um, an insured's mother or an insured daughter online, and the mother is with her. I can hear the, the insured in the background.
[AGENT][NEUTRAL] Um, they are calling about the policy that's being deducted from her, you know, her bank account, and they were just needing to talk to somebody about that policy and I can, it's, uh, her name is, the insured is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy is 80067 and [PII] is in the background, but it is her daughter who called. So can you help them?
[CUSTOMER][NEUTRAL] Of course. What is her daughter's name?
[AGENT][NEUTRAL] I didn't get her daughter's name, but I can hear the mother in the background and she's the one who gave me her social security number so that I could look her up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I'm gonna join you in. Thank you.
[CUSTOMER][POSITIVE] OK, no problem. All right, thank you.