AccountId: 011433970860
ContactId: 73f27efe-629e-4e1c-8548-9a1dd4a8db9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1420219 ms
Total Talk Time (AGENT): 470799 ms
Total Talk Time (CUSTOMER): 496887 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/73f27efe-629e-4e1c-8548-9a1dd4a8db9e_20250204T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII]. I, I have a question, uh.
[CUSTOMER][NEUTRAL] I, I need to confirm my coverage, but I also need to ask you a question about my auto debit.
[CUSTOMER][NEUTRAL] It went to the old account and not the new one?
[AGENT][NEUTRAL] OK, um, do you have, um, the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, let's see, um, no, all I got is my name. This, this policy's been in effect for like 100 years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can do a search. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] And what's odd is it is [PII] you drafted my new account correctly and my bank called me today and said you're trying to draft my old account so I don't know why I switched back to an old account.
[AGENT][NEUTRAL] Hm hm. I can check it.
[CUSTOMER][NEUTRAL] The premium is like $14.
[CUSTOMER][NEGATIVE] I think it's a uh it's a it's a cancer policy I've had for years.
[AGENT][NEUTRAL] OK. How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was a [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your address?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] How's it going man? I'm good. I'm good. I just see in the sound. I just uh so that way the, the handles, the grab bars just in case. So, um, I was just gonna kind of talk with y'all or come back in, uh, or later this afternoon, um, but just to kind of have her thinking about where she wants them and then we can figure out the time.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Because I just wanted because, yeah, because she's got, uh, the ORB, the oral rubrons, uh, they don't have those in stock, so I wanna make sure I order them and get them the right everything's right, OK, so she's, um, location, and then once we figure out location we'll figure out size and I, I'll come back and, um.
[CUSTOMER][POSITIVE] you have a phone number of RB I think she got it. OK, just give me a call and I see how I, yeah, she'll call me for sure.
[CUSTOMER][NEGATIVE] How you doing on the granite? You got cut. They're cutting it today. We got some folks coming, uh, end of this month, um, it's their birthday and stuff, and I'm gonna have I ain't.
[CUSTOMER][NEUTRAL] have uh 2 or 3 of uh the daughter [PII] is one of her uh family friends, a teacher, and her daughter's birthday, and they come her name's [PII] I think she turned [PII] so anyway they they want to go to.
[CUSTOMER][NEUTRAL] [PII]. Oh, OK, that's fine. It's been a few days over there, but we gotta have you gotta have some room. You got our brought to paint. He just start painting so that way the bedroom can get complete. Um, we should be able to access that paint. It's gonna take him 2 days to paint and then he's gonna move to the back of the bedroom. So we got 2 days if we need to move anything around or if you need help moving anything around, we can help you.
[CUSTOMER][NEUTRAL] Um, and then that way, um, the only thing I'm nervous is out of the doors, but other than that, everything is gonna be here, and I think the doors come at the end of the week or the beginning next, and then it's 2 or 3 days to get them in. So do I, I, I think [PII] sent, uh, often like a 12 inch.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Grab bar or 18 in 11 go bigger but I don't really see a need for it because yeah, I think 12 is probably yeah, usually 12 or 18. Yeah, alright, I have a call. She, she got the it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, for, OK, for some reason I cannot find it and I try with Junior without Junior, I tried with the Campbell and your name, but I cannot pull it up, so I'm not sure if there's like a misspell or something in the system that I cannot find you like that. Um, do you mind providing me the social?
[CUSTOMER][NEUTRAL] Yes ma'am. Have you found it?
[CUSTOMER][NEUTRAL] Um, uh, last four of my social is [PII].
[AGENT][NEUTRAL] OK, we cannot use the last 4, the last 3 or the last 4. let's see what else I can do.
[CUSTOMER][NEUTRAL] You, you may have, you may have had it under uh uh uh [PII] or [PII] or [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me try [PII]. I, I did not try [PII]. OK.
[AGENT][NEUTRAL] And you say it does have the [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it shows up as [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you are the main holder of the policy, right?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, again, let me spell this out to you again because yeah, I'm not sure why I cannot find you. That's the last name is [PII].
[AGENT][NEUTRAL] And, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK. And the first name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you said it has the word [PII] or [PII], is it [PII] spelled out or just [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And did you
[CUSTOMER][NEUTRAL] Middle initial [PII]
[AGENT][NEUTRAL] Middle initial J. So the junior is after campus or do you don't, you don't know how they put it in there?
[AGENT][NEUTRAL] In the paperwork.
[AGENT][NEUTRAL] Let me, let me try this one more time.
[AGENT][NEUTRAL] I've tried without it but still not pulling up, you see.
[AGENT][NEUTRAL] G G.
[CUSTOMER][NEUTRAL] If it, if it is a cancer policy and not a life insurance policy, would, would you have to look somewhere else? But it's not a life policy, it's a cancer policy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it's in the same system. Everything is in the same system, so it should either, you know, pull up with your name or your social or your policy number, um, but we can only search with first and last names, and that's what I'm trying to do, um, but yeah, the only ones that I got here is not from [PII] and it's always been [PII], the address.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I'm sorry, say it again.
[AGENT][NEUTRAL] The address, it's always been in [PII].
[CUSTOMER][NEUTRAL] No, I, I've moved to [PII] when I retired last year. I was originally in [PII].
[AGENT][NEUTRAL] OK, so this may be. OK, let me pull this one.
[AGENT][NEUTRAL] May I have your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Here you go. I found you. OK, we have the [PII] address. OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me the policy number so I can have that for reference?
[AGENT][NEUTRAL] Sure, yes. Your policy number is 0543796.
[CUSTOMER][NEUTRAL] 0543796, is that correct?
[AGENT][POSITIVE] Yes, that is correct. Yes, that is correct, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this one is.
[CUSTOMER][NEUTRAL] And it is in 4th, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It, it is enforced.
[AGENT][NEUTRAL] Yeah, it is active, yes, it is active and it is the $14 she was letting me know that you were trying to draft, um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And it's it it is a cancer policy, right?
[AGENT][NEUTRAL] Um, let me check. I don't think this is a cancer policy. Let me check the documents and see exactly what it is. It looks like an intensive care policy, um,
[CUSTOMER][NEUTRAL] Or what it is, yeah.
[AGENT][NEUTRAL] Let me just double check.
[AGENT][NEUTRAL] It's gonna be a minute. I'm waiting on the documents, OK.
[AGENT][NEUTRAL] OK and.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Intensive care coronary policy.
[AGENT][NEUTRAL] What you have is the intensive care, coronary care. That's the one you have. OK. Um, let me check, um, and see with customer service. Um, you said the draft information changed and we did draft the correct one last month, but this month we're trying to draft the incorrect one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yeah, it, it, uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh my bank called me and and said they drafting the old account number, not the not the new one, but in January drafted the right, you know, the new account number so I don't know why it changed.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can you check on that?
[AGENT][NEUTRAL] OK, yes, um, so you still with American Bank Trusco.
[CUSTOMER][NEUTRAL] Yes, yes, I, I've worked there for 16 years and retired.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let's see. Oh, the bank account number, is it ending on [PII]?
[CUSTOMER][NEUTRAL] No, that's the old one. It, it ends in [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so done. I'm not sure how we drafted the correct one last time, but yeah, we have the old policy number still the old account number still in the system, and that's why I probably try to track from that. So what is the correct um account number so I can update our system?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, the routing number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you have that it's a 9 digit number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you have it, it should say [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, that's correct. Mhm.
[CUSTOMER][NEUTRAL] Alright, and the, the correct account number, my checking account number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me update the system with this information. Do you mind holding for me?
[CUSTOMER][NEUTRAL] No, no, go ahead.
[AGENT][NEUTRAL] OK. And let me repeat it back to you just to make sure I put it in correctly and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] Hi, good morning.
[AGENT][NEUTRAL] OK, um, I have a member on the line that he is, um, well, I went ahead and changed the
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Policy, uh, for the draft, the number because it changed and it looks like we're trying to draft the wrong account number in his bank, um, but he wants to know if we're gonna try to draft again or how he's gonna be able to make that payment. The policy is still active, so I'm not sure if we're just gonna wait to draft again next month or what's gonna happen.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Um, what is the policy number?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] It's 573-796.
[CUSTOMER][NEUTRAL] 573-796
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, 573-796.
[AGENT][NEUTRAL] Oh, no, no, no. I'm sorry, 543-796.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, um [PII].
[AGENT][NEUTRAL] Mhm. You can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Since his draft date is at the end of the month, um, we will be double drafting by the end of February.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'll let him know, yeah, because he called and he said they tried to draft that it was my old account number so the bank is not gonna pay like, OK.
[AGENT][POSITIVE] Alright, so um, and it's gonna be drafted for 2 months on the end of this month. OK. All right, thank you, thank you, have a good day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome have a nice day too.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, I went ahead and changed um the information on the system so we can draft the correct um account and, and the draft is not gonna take place until the end of this month and it's just gonna draft the month that we missed the draft in this coming month, OK?
[CUSTOMER][NEUTRAL] OK, uh, uh, uh, now, now, because it won't post to the old account because there's no money in it that that account's closed. It's been closed for a year, uh.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] So you, you draft for February and March together?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] OK, that's fine, no problem.
[AGENT][NEUTRAL] OK, and that's gonna be in the end. Uh it looks like you're set up for the end of the month, OK?
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] That's right. Is there anything else? You're welcome. Is there anything else I may help you with today? OK. Well, thank you for calling APO.
[CUSTOMER][NEUTRAL] No, that'll be
[CUSTOMER][NEUTRAL] No, that's, that's, uh, let me ask you this, uh, I, I, I, I might ought to do this, ask you this. Can you make me a copy of the policy and mail it to my address here in [PII]?
[AGENT][NEUTRAL] Uh, yes, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can go ahead and do that um.
[CUSTOMER][NEUTRAL] Cause I, I, I, I think, uh, uh, in, in all the, uh, uh, movement and moving to another state, 400 miles away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can't put my hands on the policy. It's in a box somewhere.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's in a box in stor storage or in my uh the attic here in [PII] and I, I can't put my hands on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] If you can mail me a copy of that, I, I'd definitely appreciate it.
[AGENT][NEUTRAL] Sure, yeah, I'll go ahead and do that. And you know what, let's change that address. I did not change your address. Let me go ahead and change that address for you because we're gonna need that new address. Uh, I got part of it, but I didn't get the whole thing. You said it's [PII] and what's the risk?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me do that now we have the new.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like to leave an email address?
[CUSTOMER][NEUTRAL] Uh, sure, you can, you can, uh, you can send me correspondence and so forth, uh, email. My email is all lower case, lower case, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I have updated that as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so we got you all updated and I went ahead and send a request for that um policy certificate to be out um by mail. So it usually takes 5 to 7 business days for you to get that information, OK, and I've changed your bank, so everything should be updated, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. Uh, uh, now, where are you guys?
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What state are you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You're, uh, say again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, you're in, you're in [PII]. OK, you're right up the road.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Well, thank you so much. We'll look for it in the mail.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're welcome. Sure. Yes, it takes about 5 to 7 business days for it to be printed out and sent out to you and for you to get it, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you very much. Have a good day.
[AGENT][POSITIVE] You're welcome. You have a good day. You as well. Have a good day, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Bye-bye. Thank you.
[AGENT][POSITIVE] Bye. You're welcome