AccountId: 011433970860
ContactId: 7521455c-4204-4651-be3b-38a85058f4d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 794700 ms
Total Talk Time (AGENT): 214348 ms
Total Talk Time (CUSTOMER): 169346 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7521455c-4204-4651-be3b-38a85058f4d9_20250604T17:31_UTC.wav
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[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm fine cause um I can't remember when I was when I had called you to counsel my mom's um
[CUSTOMER][NEGATIVE] I guess cancer policy and an accidental policy cause y'all were taking money out of account. Apparently has been closed, but it was continued taking out of the account which they sent me the reimbursement check cause the last one they took was back in April of this year, and I tried to um go deposit that the check, but they're not letting me because um it's sent to my mom's name and my mom has been gone already for 2 years.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They want me to call to see if we can get that check issued into my name so I could be able to deposit back into the account.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can definitely help you with the check and the um name on the check so we can get it cashed for you. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], um, do you know the policy number so I can look it up with her social or?
[CUSTOMER][NEUTRAL] No, I don't, well, I don't think so. I have a very.
[AGENT][NEUTRAL] I can look up the policy with her first and last name or um if you have her full social.
[CUSTOMER][NEUTRAL] Actually that.
[CUSTOMER][NEUTRAL] Mm, I don't have a full social, but I have her first name. It's um [PII] or [PII]. Let me see how I'll put on the check. I don't know she would.
[CUSTOMER][NEUTRAL] Um yeah, [PII].
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said it was for an accident and a cancer policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment. I believe this is her. Let me see. I'm waiting for it to come up now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] It's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, but before I do that, just to make sure this is the right, excuse me, policy, what is her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is um [PII].
[AGENT][NEUTRAL] OK, this is her. All right, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright, so,
[AGENT][NEUTRAL] So only the, oh wait a minute.
[AGENT][NEUTRAL] Refund of premium.
[AGENT][POSITIVE] OK, so it's [PII].
[AGENT][NEUTRAL] So hm, should I let me think.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Check will refund.
[AGENT][POSITIVE] OK, so that's right.
[AGENT][NEUTRAL] Alright, so I need to talk to [PII].
[AGENT][NEUTRAL] They still drives account. I show this is not on drive. She stated that it shows on his account, so I'll let her know that she needed to stop think it is something that her mother set up to the bank, not us, and we check with the billing to see. OK, well, I don't need to know that. The point is we we sent out the refund check on [PII]. OK.
[AGENT][NEUTRAL] Um, so I am not going to reach out to [PII]. I am going to send a hub for [PII] to reach. How do you do that though? I got to reach out to [PII] because she don't have her own thing and this is not a life policy. OK, I'm glad I thought that through.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, I'm gonna send it to customer service.
[AGENT][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. Um, so I located the accident policy and I see where they sent the check out in March. Um, what I'm going to do is reach out to customer service. Customer service is the department that sends out the refund checks. They work with the policy terminating all of that. Um, I'm gonna get a representative on the line and, um, well, it's up to you. I can either send them um a request to call you back with everything that's going on or I can try to see if I can get someone for you now and
[AGENT][NEUTRAL] Um, see if they can resolve it for you.
[CUSTOMER][NEUTRAL] OK, well, because, um, y'all sent, uh, a reimbursement check um [PII].
[CUSTOMER][NEUTRAL] Um, this year, and then, uh, there was another one that was sent, uh, in May, but this is like for it to be paid to y'all.
[AGENT][NEUTRAL] What's the um
[CUSTOMER][NEUTRAL] And I was like, I don't know, I thought.
[CUSTOMER][NEUTRAL] Why they are. I mean, I thought we canceled uh both of them, the cancer and the accidental.
[AGENT][NEUTRAL] Yes, everything is canceled on my, on our end. Um, I, I don't know what you're receiving on the, on the checks though, the reimbursement checks. What's the check numbers?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Number is 02039421.
[AGENT][NEUTRAL] And you have multiple checks or just that one?
[CUSTOMER][NEUTRAL] The, that, that was the reimbursement. The other one is um it's a some check to be sent to y'all uh for us to pay. So it's um cause it just says.
[CUSTOMER][NEUTRAL] Uh, to the order of American Public Life and it's $76.20 and it just says the memo is accidental policy.
[AGENT][NEUTRAL] OK, so I would disregard that.
[CUSTOMER][NEUTRAL] Is it applied to the account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because everything is closed, she doesn't have any open accounts here, so I would, I would, I could, I would disregard that one, but for the um
[AGENT][NEUTRAL] Check here, it was in the amount of $184.20.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have to check here. Let me, um, do you want me to reach out to customer service now or did you want someone to give you a call back? It's whatever you prefer.
[CUSTOMER][NEUTRAL] And you can, if you can reach him now, please.
[AGENT][NEUTRAL] Sure. Before I reach out to customer service, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] Alright, well, thank you so much for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], hold on one sorry hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you need anything from me? Are you OK?
[CUSTOMER][NEUTRAL] I'm OK. I'm trying to pull up what we've received and everything on this policy so I can see what I did and why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You want me to wait?
[CUSTOMER][NEUTRAL] No, I'm, I'm fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, good afternoon