AccountId: 011433970860
ContactId: 67841156-86e1-448f-b69f-03384cfcfea8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321929 ms
Total Talk Time (AGENT): 122257 ms
Total Talk Time (CUSTOMER): 173468 ms
Interruptions: 4
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/67841156-86e1-448f-b69f-03384cfcfea8_20250130T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] Good, and you?
[CUSTOMER][POSITIVE] I'm good, I'm good. Um, I have, uh, OK, let me tell you the situation first.
[CUSTOMER][NEGATIVE] I got a brother of a member in the line and he's calling um with the mom in the line saying that uh the brother has the account and the account is being drafted from the mother's account, banking account, and they need to stop that draft. So I don't know if that's something we can do without having Mr. um, the owner of the policy on the line, and I did ask and he said he's not there, but he needs to stop this. I'm not sure how to handle this one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 5983778.
[AGENT][NEGATIVE] It's gonna cancel anyway.
[AGENT][NEUTRAL] It was like the drafts keeps coming back. Well, no, they let it go through. So is the mom there?
[CUSTOMER][NEUTRAL] That's what he said. I didn't hear her. That's what he said.
[AGENT][NEUTRAL] We can't cancel the policy, but we can stop it from drafting.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, not the policy. They just want the draft to stop because it's her account. That's what he's saying, so it's not to cancel the policy, it's to cancel the draft basically.
[AGENT][POSITIVE] Yeah, as long as [PII]'s there and if I can talk to [PII], I can do it.
[CUSTOMER][NEUTRAL] OK. All right, let me go ahead and put him in and make sure that she's in the line. OK, one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me [PII]. Um, is your mother available?
[CUSTOMER][NEUTRAL] Yes, she, she is. Daddy, can you put mother on the phone? OK, so I've got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you so. You're welcome have a good day.
[AGENT][POSITIVE] Good afternoon, Mr. and Mrs. [PII]. How are you guys doing today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good good.
[AGENT][NEUTRAL] Thank you. Um, I was just needing to verify, Ms. [PII], can you verify the last four digits of your social just to make sure we are in fact speaking to you, please?
[CUSTOMER][NEUTRAL] I don't know my social. Well, go get your go go get your social security.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Don't have to go get her any bill for back.
[CUSTOMER][NEUTRAL] Don't think it's to me.
[AGENT][POSITIVE] Just take your time.
[CUSTOMER][NEUTRAL] Mine mine work I'm her husband.
[AGENT][POSITIVE] You're welcome. It's OK.
[CUSTOMER][NEGATIVE] Mine work mine won't work.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, sir. We actually need hers, um, cause it looks like it's hers that's documented, but take your time.
[CUSTOMER][NEUTRAL] Lady.
[CUSTOMER][NEUTRAL] OK, we got have her what's gonna take just what I'm just trying to catch on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on just a minute. I'm gonna lay lay you down a second, [PII], and, and lady hold on OK.
[CUSTOMER][POSITIVE] Thanks for being patient with us, [PII]. Hold on a second.
[AGENT][NEUTRAL] No problem. And just to verify, [PII] is your brother and that's who this policy is on, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's right, it's my mother and dad. I got, I got the bill. It's my mother and dad's son. The last social security number is the number [PII] you got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So we're just gonna stop the draft from
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] You got have you got that, ma'am [PII]?
[AGENT][NEUTRAL] I got it. Yes, I do. OK, so what we're gonna be doing today is we're gonna remove the draft. I'm gonna place it on a direct bill payment and send a method of payment letter to Mr. [PII] so he can pick up the payments individually on his own.
[CUSTOMER][NEUTRAL] OK, yes ma'am, yes ma'am, OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, are you guys able to verify his address for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes I can.
[AGENT][POSITIVE] OK, I'm ready when you are Mr.
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Alright, hold on one second, it's uh the address is.
[CUSTOMER][NEUTRAL] Uh, it's [PII] and the address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me make sure I have this correct. That's [PII]. Is that correct?
[CUSTOMER][POSITIVE] That, that's correct, [PII].
[AGENT][NEUTRAL] All right, I'll get the information out and I've actually stopped it from drafting any any further um, January already came out but it's not gonna come out in February.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, thank you very much, [PII]. I sure do appreciate your help today.
[AGENT][POSITIVE] No problem at all, Mr.
[CUSTOMER][POSITIVE] We do thank you for listening to.
[AGENT][POSITIVE] No problem at all, Mr. [PII]. I hope you guys have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you [PII] I'll call you back. OK, bye bye bye.
[AGENT][POSITIVE] Thank you.