AccountId: 011433970860
ContactId: 7140841f-ad2a-4e50-bb3c-9c695507c562
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389920 ms
Total Talk Time (AGENT): 127072 ms
Total Talk Time (CUSTOMER): 171787 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/7140841f-ad2a-4e50-bb3c-9c695507c562_20250306T22:32_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, um, my father-in-law, [PII].
[CUSTOMER][NEUTRAL] His uh card expired and I was seeing if you guys had been drawing his money out of his card or his checking account.
[AGENT][NEUTRAL] OK. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And he's right here.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEUTRAL] I just don't have as
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] You have to call my [PII].
[AGENT][NEUTRAL] OK, and you said you don't have the policy number?
[CUSTOMER][NEUTRAL] He's hard to hearing he can't hear on the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't have it um.
[CUSTOMER][NEGATIVE] I don't have it. This is the wrong paperwork that he gave me, so I don't have the policy number.
[AGENT][NEUTRAL] OK, let me have the spelling of the last name one more time.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is the middle name.
[CUSTOMER][NEUTRAL] We had it set up where it was coming out automatic payments a month.
[AGENT][NEUTRAL] OK, um, let me, um, speak to him. I need to verify and get authorization.
[CUSTOMER][NEUTRAL] She needs to speak to you. Just talk to the phone. I got it on speaker.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, Mr. [PII]. How are you?
[CUSTOMER][NEUTRAL] I can't hear what you're saying, man. She just said, how are you? Oh, I'm all right. You're doing all right?
[AGENT][NEUTRAL] Yes, thank you. I need to verify your date of birth.
[CUSTOMER][NEUTRAL] Date of birth. [PII].
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] Address
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] My physical address is [PII].
[CUSTOMER][NEUTRAL] But my mailing address is [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. Do you give me permission to release the information?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Uh, did you give me permission to release information to [PII]?
[CUSTOMER][NEUTRAL] Do you give her permission to release the information to me, [PII]? Yeah, so what it is, uh, the bank sent me a new card and the y'all have been just holding it out of the, the bank account and they need to give you the new number on the card.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][POSITIVE] Yes, I'm right here.
[AGENT][NEUTRAL] OK. And did the card change or the bank information change like a bank account?
[CUSTOMER][NEUTRAL] No, his his debit card expired, so he got a new card. It's the same account and that's what I thought it was coming out of the checking account.
[AGENT][NEUTRAL] Mhm. Yeah, that.
[CUSTOMER][NEUTRAL] When's it the last payment showed y'all received?
[AGENT][NEUTRAL] OK, let me check for this one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The end of February, so it was paid to the end of February. It's set up to draft for March.
[CUSTOMER][NEUTRAL] OK, and that would be uh [PII]?
[AGENT][NEUTRAL] Yeah, it's usually the first week since this last month was um just short month. Yeah, it's it's gonna take a couple more days. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you got the
[CUSTOMER][NEUTRAL] So you got the February.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Oh, is that coming out of his checking account or is that coming off his debit card?
[AGENT][NEUTRAL] Checking account.
[CUSTOMER][NEUTRAL] OK, so we don't need to do the card over the phone because it's coming out of the checking.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Correct, yes, it's a bank draft.
[CUSTOMER][NEUTRAL] OK, that's what I wanna make sure of because he's gotten several calls today saying that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] His card was expired.
[AGENT][NEUTRAL] OK, any calls from us or was just from another one? OK.
[CUSTOMER][NEUTRAL] So this one comes
[CUSTOMER][NEUTRAL] No, uh, it's from other businesses.
[AGENT][NEUTRAL] OK. Yeah, this one is set up in a bank draft, so it doesn't have a debit card, it's just the banking information, like the routing number and account number. So as long as that doesn't change, then it should be fine.
[CUSTOMER][NEUTRAL] OK, so the last four digits on the checking is [PII] correct?
[AGENT][NEUTRAL] Let me double check one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh sorry, [PII]. I was looking at the wrong set of numbers.
[AGENT][NEUTRAL] Yeah. OK, yeah, that sounds more like it. Yes, yes, [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, then I guess we're good. I just wanted to make sure y'all were getting your money because he's upset because he some of his stuff is off of the debit, so we're just having to call everybody and see what's off of what.
[AGENT][POSITIVE] I understand, yes. So this one is good, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.