AccountId: 011433970860
ContactId: 79c94f17-3956-4030-bcd9-70f7258b610d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525409 ms
Total Talk Time (AGENT): 175486 ms
Total Talk Time (CUSTOMER): 267730 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/79c94f17-3956-4030-bcd9-70f7258b610d_20250411T19:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, do you know if uh [PII] is in today?
[AGENT][NEUTRAL] Uh, you say [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's what's on my paper from my agent, I guess that's what you all call them agents.
[CUSTOMER][NEUTRAL] Yeah, [PII] is was on, huh?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] We're, we're part of the, we're part of the customer service, so she's not part, she's not in our office, but is there something I can help you with on your policy?
[CUSTOMER][NEUTRAL] You say no.
[CUSTOMER][NEUTRAL] I need to uh pay her some some money cause I had 30 days to reply and since yesterday was my birthday, I've collected enough money to put on my uh debit card so I can pay these $379.66. Can you handle that?
[AGENT][NEUTRAL] Yeah, can I get your policy number?
[CUSTOMER][NEUTRAL] The policy number she was referencing to is 00504818. Put my reading glasses on while I'm squinting up my eyes.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII] and
[CUSTOMER][NEUTRAL] I'm [PII]. I'm the policy holder, and it should have the [PII] on that number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] And I'm the holder, the policy.
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] For him or me?
[AGENT][NEUTRAL] It looks like he is the, the policies for him. This a whole life policy?
[CUSTOMER][POSITIVE] Yeah, but I'm the holder. Yeah, I'm the holder though, and I have, I have it and I'll be paying the policy because I, it's my policy, but I have him on there and my son got one and me.
[CUSTOMER][NEUTRAL] At [PII], I think his birthday was, uh, I wanna say [PII].
[AGENT][NEUTRAL] OK, and what's the address on this claim or uh policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. You have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, is it on your phone? If not, it's area code [PII]. That's uh that's my cell number. It's an [PII] number, but I, I'm living at that address I gave you for the last six years. So it's area code [PII]. It says it expires in 30 days, so it sounds like I need to be paying it now.
[AGENT][NEUTRAL] OK. Uh, let's see.
[AGENT][NEUTRAL] Well, it looks like this is this policy you just gave me is through his employer.
[CUSTOMER][NEUTRAL] No, it's not. What, what policy number you pulled up?
[AGENT][NEUTRAL] 504-818.
[CUSTOMER][NEUTRAL] Oh look, oh, OK, let me stop you right there. That was through my employer when I was employed at this [PII] State and it comes directly out of my retirement check.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so which one are we talking about then? Because this is the one, the one you gave me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Well, that's the one she wrote on here supposed to be regarding [PII]. That's, that's whose name she got by it, and I'm not at home. She put the wrong name by that one.
[AGENT][NEUTRAL] No, but I, I find.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, this one is under [PII]'s name.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's, it's mine and I took out insurance on him and my son.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] I'm the beneficiary of a vote for, it's mine.
[AGENT][NEUTRAL] Right, but I, I show it still through the retirement program through the old employer.
[CUSTOMER][NEUTRAL] Yeah, that's me. That's me. I'm retired from the state of [PII].
[CUSTOMER][NEUTRAL] Human resources.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's why I got the [PII] phone number. I used to live there for 40 years.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I don't, I don't show any other, maybe there's a policy on file. Do you have one that's under your name?
[CUSTOMER][NEUTRAL] But I don't have my number.
[AGENT][NEUTRAL] OK, let me look it up uh by your name.
[CUSTOMER][NEUTRAL] Can you? Yeah, cause I'm not home. I just bought the paper, the letter that you sent me last month.
[AGENT][NEUTRAL] Did it reference that policy number 504-818?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I ain't say 18, I said 504-818.
[CUSTOMER][NEUTRAL] 504-818
[AGENT][NEUTRAL] Yes, that's what I just pulled up, but that's, that's through, it's through an employer account, so it, it's paid up.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] That, that's what I keep telling you.
[CUSTOMER][NEUTRAL] What she say I owe $3379 on the loan. I used to be getting loans off of it.
[AGENT][NEUTRAL] Oh, OK, for, so it's for a loan, OK.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] Excuse me for not seeing that here. Yeah, yeah, it come out of my check. It, it come out of my check every month. I'm sorry. I, I, I guess.
[AGENT][NEUTRAL] Sorry, I didn't
[AGENT][NEUTRAL] OK, OK. No, no.
[AGENT][NEUTRAL] No problem. I just
[CUSTOMER][NEGATIVE] I thought maybe when you pulled it up it was gonna kill you. I'm sorry. Yeah, I thought when you.
[AGENT][NEUTRAL] Oh, I was trying to understand what was going on. OK, OK, let me do this.
[CUSTOMER][NEUTRAL] Yeah, I thought when you.
[AGENT][NEUTRAL] his parents.
[CUSTOMER][NEUTRAL] OK. Yeah, I thought when you pulled it up. It was gonna show you that, but I'm sorry, I didn't know it didn't show you that.
[AGENT][NEUTRAL] Oh no, you're fine, sorry about that. OK, let me do this. I gotta get you over to our uh customer service department. They're gonna talk to you about the loan payment, OK?
[AGENT][POSITIVE] So sorry about that.
[CUSTOMER][NEUTRAL] Oh, OK. I don't. I'm sorry too so I'm not assuming you knew.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] it's fine. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey Ms. [PII], so sorry about that. So what I have to do is part of our procedures. I'm gonna put in a request for somebody to call you back. So is this [PII]? Is that a good number to call you back today and or Monday?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] Well, hopefully it can be today cause it, it should be expiring this weekend.
[AGENT][NEUTRAL] OK, OK, I'll put that it's urgent, um.
[CUSTOMER][NEGATIVE] Yeah, cause the the letter dated the [PII] and it say expired 30 days from the date of this letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, I will put that in that urgent request and then somebody will give you a call back um as soon as they can, OK?
[CUSTOMER][NEUTRAL] Let me ask you this. I couldn't give you the information so they can go and take it out of, off of my debit card.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, it has to be through a different department. I just deal with like claim status, like if your claims are processed and then how your plan works. Um, unfortunately, I can't help you, so I'm so sorry about that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What, what time, what time do they close?
[AGENT][NEUTRAL] Uh, we close at [PII] Central Standard Time, so we, we've got about 3 hours, 3.5 hours.
[CUSTOMER][POSITIVE] Well, I, I appreciate if you put, put the rush on them to call me back so I can take care of this.
[AGENT][NEUTRAL] OK, I will put in an urgent request, Ms. [PII], and then um we I've got your number on file and I'll give that to them, OK?
[CUSTOMER][POSITIVE] All right then thank you. And what's your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] All right, [PII], you have a great rest of the day cause it's beautiful here. Is it beautiful where you are?
[AGENT][NEUTRAL] Oh my gosh, so beautiful. I don't want to be working.
[CUSTOMER][NEUTRAL] Girl, the whole, the whole weekend.
[AGENT][NEUTRAL] I wish
[CUSTOMER][POSITIVE] The whole weekend, I said, oh, I got a good birthday weekend, sunshine. They got a small chance of rain for Tuesday, and I ain't mad at them. I'm like.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] No, no, perfect weekend. Well, you enjoy your weekend.
[AGENT][POSITIVE] Happy birthday.
[CUSTOMER][POSITIVE] All right, you too, hon. Thank you. All right. All right, bye-bye.
[AGENT][POSITIVE] OK, thank you. Bye, bye.