AccountId: 011433970860
ContactId: 8afbe194-c223-4933-bdb7-5bf8e0da3097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 694020 ms
Total Talk Time (AGENT): 249821 ms
Total Talk Time (CUSTOMER): 242628 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8afbe194-c223-4933-bdb7-5bf8e0da3097_20250422T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] my husband uh.
[CUSTOMER][NEUTRAL] It's no longer uh is I.
[CUSTOMER][NEUTRAL] Uh, his business and his checking account now and I have noticed.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh public life insurance and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh, I, I'm Ms. [PII], um, I'm having trouble listening to you.
[CUSTOMER][NEUTRAL] I have
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, uh, is this better?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Yes, I can. My husband is actually sitting by me, but since I am taking more responsibility with his affairs and this is, uh, uh, it comes out by draft each month I guess on March the last one I saw was [PII], and it's the American Public Life Insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't, I don't have a policy. I don't, I think it, I think it's listed that, uh, if anything happens to him that I would be the one, you know, that we responsible for getting that information. I can, yeah, but can you help me with this because I.
[AGENT][NEUTRAL] A beneficiary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The no was started. I don't have any information on it.
[AGENT][NEUTRAL] Mhm, sure, I can assist you with it. Um, we can find the policy and the policy coverage information, um, using his social security number. Um, if he is able to um verify for us, that will be great and then we will um give the
[CUSTOMER][NEUTRAL] I do, but.
[AGENT][NEUTRAL] Um, permission for 24 hours, sorry to um you to obtain information about the policy.
[CUSTOMER][NEUTRAL] OK, so you just want him to say that he permission for me to speak for him. Is that what you're wanting him to say? He's sitting here and he's listening.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, but um we can pull up the, we can pull up the policy first.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you need his social security number?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, that um the best method. Mhm.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, and um let me just a second while while the system tries to make the search.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And um what would be the name under the policy?
[CUSTOMER][NEUTRAL] I'm assuming it's [PII] since uh it's coming the draft is coming out of his account.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I am not being.
[CUSTOMER][NEUTRAL] It might be that.
[CUSTOMER][NEUTRAL] The, the H might be for [PII]. His middle name is [PII]
[AGENT][NEUTRAL] OK, because I used the social security number and it didn't.
[AGENT][NEUTRAL] Well, um, for that name that you provided to me. I don't really see um the Social Security or the
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Is there by any chance um a sofa?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, since it has my listed there.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Perhaps it's uh he's paying something for me. My social security number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let me just a second while I try to search it up with this one.
[AGENT][NEUTRAL] All right, the system is trying to search it up.
[AGENT][NEUTRAL] Allow me just a second please.
[CUSTOMER][POSITIVE] Thank you so
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] For some reason,
[AGENT][NEGATIVE] It is not pulling up. Allow me just a second to open up a new page and see if it works.
[AGENT][NEUTRAL] Alright, I apologize for this wait uh system is being a little bit right now. um, can I take the information?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, what, what are you asking?
[AGENT][NEUTRAL] Um, well, the system is being a little bit slow right now. I'm not sure.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] The system might have might have fall down uh because it is not showing me any information. Um, can I take a callback number and information um that Social Security again so I can.
[AGENT][POSITIVE] Search it up and have someone else who, who can assist me and I can give you a call back with that, with that.
[CUSTOMER][NEUTRAL] Yeah, that would be fine, but I, I mean I'm looking at, I'm looking at this bank account and it comes out each month and this last was [PII] and it says American Public Life Insurance then it says and then it has my name [PII] and it has the amount $32.80 for each month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, $32.80 is the not being charged right.
[AGENT][NEUTRAL] All right, Ms. [PII], um, I will go ahead and make the broad search and have one of my colleagues to assist me to find the policy. It looks like the system right now is not, um, loading any information. Um, if it helps, I can take your and your spouse's date of birth so we can verify once we um try to find that policy. Would that work?
[CUSTOMER][NEUTRAL] That would be great. Uh, his birthday is [PII].
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] And my day is February [PII].
[AGENT][POSITIVE] All right, thank you very much. And what is a good call back number?
[CUSTOMER][NEUTRAL] Uh, this one is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you very much, Ms. [PII]. Um and uh just to verify that I have your name correctly, is it [PII] or is it the?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's correct and, yeah, and [PII] is spelled [PII]
[AGENT][NEUTRAL] OK, WE I can probably find.
[AGENT][NEUTRAL] Easier that way the system is not loading right now.
[CUSTOMER][NEUTRAL] Uh, and would it help if you knew the bank that the draft was being uh.
[CUSTOMER][NEUTRAL] Would that help or that that that's not uh that wouldn't offer any assistance?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It could probably help.
[AGENT][NEUTRAL] Um, we can use the
[AGENT][NEUTRAL] I believe either the account number or routing number.
[CUSTOMER][NEUTRAL] OK, well I have a check in front of me. I can give you the account, the uh routing number and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Number which do you want both?
[AGENT][NEUTRAL] Um, yes, but I can use both in, um, uh.
[CUSTOMER][NEUTRAL] OK, the, the um.
[CUSTOMER][NEUTRAL] The routing number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And his account number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That will be 3 nights.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just 2. OK, got it.
[AGENT][POSITIVE] All right. Thank you very much, Ms. [PII]. And I will go ahead and request some assistance with it, um, and I will give you a call back as soon as I get anything, all right?
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. I'll try to give the call back as soon as I get it, all right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.