AccountId: 011433970860
ContactId: 674bbaf4-16a9-40e9-a98b-80d9e421c7b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447200 ms
Total Talk Time (AGENT): 193817 ms
Total Talk Time (CUSTOMER): 209568 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/674bbaf4-16a9-40e9-a98b-80d9e421c7b3_20250320T20:33_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] Turn it down.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I got a check in the mail from y'all y'all canceled my policy, and I was trying to make sure what why come.
[AGENT][NEUTRAL] Well, I can help you with that, sir. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is that number?
[CUSTOMER][NEUTRAL] 98 D.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 5250.
[CUSTOMER][NEUTRAL] I think I know one, but I didn't know it was gonna do that.
[AGENT][NEUTRAL] Alright, we can check that for you. One moment please, sir, and you said 98 D.
[CUSTOMER][NEUTRAL] H as in hog.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] 98 G D as in dog 5250.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your, your name, please?
[CUSTOMER][NEUTRAL] [PII]. [PII] is on the phone.
[AGENT][NEUTRAL] All right. And Mr. [PII], can you verify your date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] For you
[AGENT][POSITIVE] It looks like it was a refund of premium received on the policy. It looks like we received some premium after the policy was no longer active, so it was refunded to you.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] So what when I turned [PII] it canceled?
[AGENT][NEUTRAL] Yeah, what I can do is I can get you to customer service and they can just.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, verify all that for you. And your, what is your current mailing address and then I need a good callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that? Where is [PII]?
[CUSTOMER][NEUTRAL] Mm, you know where [PII] is?
[AGENT][NEUTRAL] Uh, yes, I, I'm in [PII].
[AGENT][NEUTRAL] Is it just across the state line?
[CUSTOMER][NEUTRAL] No, you leave [PII] and you get on the interstate. It's uh 2nd exit in the [PII] exit.
[AGENT][NEUTRAL] I knew I had seen that like on the way to like [PII], right?
[AGENT][NEUTRAL] Just don't ask me. I knew I'd seen that. Thank you. Gotcha. And what is that callback number?
[CUSTOMER][NEUTRAL] Yeah mhm.
[CUSTOMER][NEUTRAL] Uh, exit date.
[CUSTOMER][NEUTRAL] It's a little hole in the wall town.
[AGENT][NEUTRAL] Sometimes hole in the walls are the best.
[CUSTOMER][NEUTRAL] that the burn on. I don't live in [PII]. I live south of [PII].
[AGENT][NEUTRAL] Oh, do you?
[CUSTOMER][NEUTRAL] Yeah, about 7 miles south of your phone 17 like you're going to Butler.
[AGENT][NEUTRAL] Oh, got you. I knew I'd seen it. I just couldn't place it. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] that's the house number.
[AGENT][POSITIVE] All right, that's just in case we get disconnected, we can get right back to you. If you don't mind holding.
[CUSTOMER][NEUTRAL] Do y'all can you don't know if they cancel it when I turned [PII]. That's what I think they're done. I didn't know when I didn't remember that or nothing.
[AGENT][NEUTRAL] Well, I'm gonna get you to our customer service department and they're gonna just verify all that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you, sir. One moment please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, you've got all the eggs. Excuse me. Thank you for calling the eggs. [PII].
[AGENT][POSITIVE] Hey girl, you don't have to go through all that.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEGATIVE] Cause it was not coming out.
[AGENT][POSITIVE] I got you.
[AGENT][NEGATIVE] My fingers have not cooperated with me today, nor has my tongue. I have not been able to say anything or type anything. I'm just, I'm done.
[CUSTOMER][NEUTRAL] Girl.
[CUSTOMER][NEUTRAL] Oh [PII], help us, help us. What you got, dog? What you got?
[AGENT][NEUTRAL] That's right. Policy number 58352.
[CUSTOMER][NEUTRAL] 583-552.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] verified all of his information. He's calling to see why he received a check.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Oh jeez.
[AGENT][NEGATIVE] It looks like it was a refund of premium.
[CUSTOMER][NEGATIVE] That's always been hard.
[AGENT][NEUTRAL] And he wasn't sure why his policy was termed. Yeah.
[CUSTOMER][NEUTRAL] Oh God, because I bet you he's reached the age of
[AGENT][NEUTRAL] I think he has. He was [PII].
[CUSTOMER][POSITIVE] Holy macaroni.
[CUSTOMER][NEGATIVE] Uh, and there are no notes in here.
[AGENT][NEUTRAL] That's why I'm transferring the call. I'm sorry.
[CUSTOMER][NEGATIVE] There are no freaking notes. And I've never even heard of a HI 4000 IAB. Oh my goodness. Oh wait, that's not gonna be the right number. That's, that's a turned back in 2024.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, no, this is 25. It's 58352 policy number.
[CUSTOMER][NEUTRAL] Wait a minute, I, wait a minute, I, I've got I've uh 583.
[AGENT][NEUTRAL] 52. No, no, no, just 583.
[CUSTOMER][NEUTRAL] 352, no.
[AGENT][NEUTRAL] 52.
[CUSTOMER][NEUTRAL] Oh, it's just 5 digits.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 53. Lord, have [PII]. I didn't add an extra 3 in there somehow.
[CUSTOMER][NEGATIVE] And I don't know why he get one after all these years, but OK, for real, I was really lost on this one. Let me say the name this time. [PII].
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] RCC.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh, due, due to expiry age. I see it now. I have looked at this thing, girl. I'm telling you I'm done.
[CUSTOMER][NEUTRAL] Uh, I know, right? I get that way myself, trust me. OK, so how do I say this to this man? I ain't far behind him, so.
[AGENT][NEUTRAL] He knows. I, I mean.
[AGENT][NEUTRAL] I, I'm right there, almost with him too. Yeah, you can just tell him. He, he, he asked if it was due to that, and I didn't see it in the notes, so there it is right in front of me. Lord, have [PII] if you can just tell him that.
[CUSTOMER][NEUTRAL] It was, I mean, it says a part.
[CUSTOMER][NEUTRAL] That the work.
[CUSTOMER][NEUTRAL] Reached the age of [PII] and
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I, I don't, I mean, I'm older and I don't like telling other people that and see it doesn't bother me, just tell me, OK, whatever, you know, but
[AGENT][POSITIVE] I think he's gonna be the same way, [PII]. He's just a good old country boy.
[CUSTOMER][NEUTRAL] OK, OK, well put Mr. [PII], Mr. [PII] through.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] And I'll do my best. Thank you, dear.
[AGENT][POSITIVE] Let me get him on the line. Thank you, [PII]. You have a great afternoon. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, honey. Bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] in our customer service department that will give you more information while you receive that check.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] Thank you, [PII]. Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you today, sir?
[CUSTOMER][POSITIVE] OK, oh good good good.
[CUSTOMER][NEUTRAL] Huh? Oh, I was calling about resale.
[CUSTOMER][NEUTRAL] They what?
[CUSTOMER][NEUTRAL] No sir, go ahead. I'm sorry.
[CUSTOMER][NEGATIVE] No, go ahead, you, I, I was butting in.