AccountId: 011433970860
ContactId: 97a5e210-43fe-4a61-bada-9b6807e12b3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536859 ms
Total Talk Time (AGENT): 228566 ms
Total Talk Time (CUSTOMER): 289284 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/97a5e210-43fe-4a61-bada-9b6807e12b3a_20250117T22:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I didn't get your name. What was it?
[AGENT][NEUTRAL] My name is [PII] last initial.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you. Um,
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And uh I think my husband and I both have a policy with American Public Life. And um I'm trying to find out uh if uh I'm looking at my bank statement, and the total shows 134 41. Is that the payment for both of us?
[CUSTOMER][NEUTRAL] I should know this by now, but
[AGENT][NEUTRAL] I will have to check.
[AGENT][NEUTRAL] It's OK. I can check on it for you. Um, do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I don't, but I can go look at it if you need me to or can you look it up any other way?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, I can do a name search. um, bear with me just a minute. Let me go ahead and pull another system. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Oh, OK, thank you, uh, [PII].
[AGENT][NEUTRAL] You're
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And did you say your name is [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. OK, let me have the spelling of the last name one more time.
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] on [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And you said the first name is?
[CUSTOMER][NEUTRAL] Uh, I'm [PII] and my husband is [PII], and I was gonna also ask you while, while we're talking, and I'm thinking about it, do we have permission to talk on each other's behalf with y'all?
[AGENT][NEUTRAL] I can check on that as well. Mhm.
[CUSTOMER][NEUTRAL] Or, or, or to designate someone else as well.
[AGENT][NEUTRAL] OK, let's see. Um, may I have the mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I got your policy pulled up. Um, now I just need to verify the date of birth and the email address on file for security.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your email address, Ms?
[CUSTOMER][NEUTRAL] Uh it's my name, [PII].
[AGENT][NEUTRAL] OK, thank you. All right. OK, so I see that you share a policy with your husband. Um, the amount, it is 13441.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Share a policy, OK, 1:30, we share a policy, OK, so we, we, we're both covered?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes. So you're both uh listed on the same policy number. Yes, both cover. Mhm, correct.
[CUSTOMER][NEUTRAL] And we, we're both covered.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I, I have a terrible project I'm working on. Um, um, I lost my Visa credit card over the Christmas holidays.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And y'all are uh uh the the payments uh to y'all are not on my Visa credit card, but I have had to call. I put a I put every bill I can on a credit card because I earn points.
[AGENT][NEUTRAL] Oh OK. Mhm.
[CUSTOMER][NEGATIVE] Now I, I can't put a credit card with y'all, huh.
[AGENT][NEUTRAL] Um, no, um, the draft has to be done through the bank. Mhm, yes.
[CUSTOMER][NEGATIVE] OK, OK, that, that's OK. So, um, anyway, I'm having to call and I'm I'm [PII], he's [PII] and so we've got all these people to call and give a new credit card number to and it's killing me.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] So, oh my gosh, it's a nightmare. And um anyway.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's a lot of work. That's a lot of work.
[CUSTOMER][NEUTRAL] So, uh, but y'all are on, I knew y'all were on the, uh, uh, it's Whitney Bank with y'all.
[AGENT][NEUTRAL] Hm, let me check and see. Um, it is through, let's see, let me check the giraffe information.
[AGENT][NEUTRAL] Uh, yes, Hancock Bank.
[CUSTOMER][NEUTRAL] Mhm it's Hancock [PII] now.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and what did you say we share? I share a policy with him with my husband [PII].
[AGENT][NEUTRAL] Yes, it's the cancer policy.
[CUSTOMER][NEUTRAL] And you said something else we're what?
[CUSTOMER][NEUTRAL] I didn't write it.
[AGENT][NEUTRAL] So basically both of your names is in the policy, so you both have benefits through the policy, but it's the same policy.
[CUSTOMER][NEUTRAL] Both of our names are in the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. So you can both call to get benefit information or claims or.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We can both call to get information. One moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, what was I gonna ask you?
[CUSTOMER][POSITIVE] Oh my goodness. What could I?
[CUSTOMER][NEUTRAL] What was I gonna ask you, you told me about I can't do the visa, um.
[CUSTOMER][NEUTRAL] Oh, do we have anybody on the policy that like our son or our daughter?
[CUSTOMER][NEUTRAL] Uh, to talk on our behalf or could [PII] talk on my behalf and I could talk on his? Do we have anything in place for that?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I don't see anybody else, um, just you and [PII]. So basically, he can talk on your behalf and you can talk on his behalf, but nobody else can.
[CUSTOMER][NEUTRAL] Can I add anybody else?
[AGENT][NEUTRAL] You can. There is a form, uh, that either I can send to you by mail or by email or you can find it in our website, um, that you can fill out and give authorization to a third party to a third person.
[CUSTOMER][NEUTRAL] OK, but OK, so [PII] and I can talk on each other's behalf. I'd like to add our son and daughter to that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And does it have to be in the order that I want who to talk to for me first?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, it's not gonna have a specific order. Um, it's just, it's the paperwork indicating that you authorize them to get information, so either one of them can call and get the information. Um, so let me go ahead, how do you want this form to be sent out to you?
[CUSTOMER][NEUTRAL] Uh, you can email it to me if you'd like.
[AGENT][NEUTRAL] Email it? OK. Yeah. So, um, yeah, it's, it's a form you just need to fill it out, um, put both of their names and just give authorization on what information do you want us to disclose to them, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and, and, and so, uh, but I don't have to put anybody 1st, 2nd or 3rd.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] You don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for uh being able to mail that to me.
[AGENT][NEUTRAL] You're welcome. I'm gonna go ahead and email it to you. Um, do you have any other questions or concerns?
[CUSTOMER][NEUTRAL] Uh, no, I think that was it. I just, I needed to verify that it is coming out of and and did you, uh, were you, did you need to make a change to calling the bank? They have, uh, it, it's, it is [PII] now it used to be just [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that matter to y'all?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, as long as the uh routing number and the policy number hasn't changed, then the rest is, is OK because the routing number is gonna pull the correct information regardless, OK? So, um, yeah, as long as that routing number hasn't changed, then everything should be fine and I'll go ahead and send this email to you with the attached form, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds great and thank you so much for answering so quick and taking my call.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you today?
[CUSTOMER][POSITIVE] If you send me something, I'll give you a good rating.
[AGENT][NEUTRAL] All right. I'll go ahead and send you this form, so you have it for your records and you can send it back to us, OK?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Thank you, thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a good day, Miss.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.