AccountId: 011433970860
ContactId: a28b2cdc-64f4-49da-a9fc-7f9b08cc78ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1170359 ms
Total Talk Time (AGENT): 374254 ms
Total Talk Time (CUSTOMER): 242643 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a28b2cdc-64f4-49da-a9fc-7f9b08cc78ce_20250618T12:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I talked with [PII] on Friday of last week and um I was explaining that I had called earlier in April and they were uh canceled the policy and they were still taking money out of my account um and she was said to make sure I call back to talk to the um the financial people that could get my refund.
[AGENT][NEUTRAL] OK, Ms. [PII]. So you're calling to check on a refund from where you canceled your policy, is that correct?
[CUSTOMER][POSITIVE] Correct, that's correct.
[AGENT][POSITIVE] Yes ma'am, I can try and help you with that. And Miss [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And do you happen to have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Do not
[AGENT][NEUTRAL] OK, what is your full social?
[CUSTOMER][NEUTRAL] Uh, it was under my husband's name, but, uh, since it was a family.
[AGENT][NEUTRAL] OK, well, what is?
[AGENT][NEUTRAL] OK, sir.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Um, however,
[CUSTOMER][NEUTRAL] I can give you mine. No.
[AGENT][NEUTRAL] I can try and look by yours if it was originally under his, then it may have been his social. So, um, but we can try yours first. If not, then we'll use his.
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's yours, you said, Miss [PII]?
[CUSTOMER][POSITIVE] That's fine, that's correct.
[AGENT][NEUTRAL] OK, so let me see if it's under that.
[AGENT][NEUTRAL] OK, so it is not under your social. What was your husband's social?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] He's been gone for 8 years.
[CUSTOMER][NEUTRAL] Um, I know I had it somewhere, but I'm not sure where.
[AGENT][NEUTRAL] All right, let me just try by the name. [PII]
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And maybe under [PII]
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Our
[CUSTOMER][NEUTRAL] I could be [PII] I'm not sure.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, it's just gonna take me a little bit longer, Ms. [PII], to try and locate it by the name, so bear with me just a moment.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] For marketing job.
[AGENT][NEUTRAL] What was Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and they said that was not him. OK.
[AGENT][NEUTRAL] Go ahead and tell me what the address would have been. And what state?
[CUSTOMER][NEUTRAL] It was in [PII], but I don't know when he took it out. Um, I can give you several addresses.
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well, all right, the first one would be [PII].
[AGENT][NEUTRAL] OK. Give me just a minute, Ms. [PII], because this is most definitely not the, the person. And you were covered on this policy with him?
[CUSTOMER][NEUTRAL] It was a family yeah.
[AGENT][NEUTRAL] OK, alright, so just a sec.
[CUSTOMER][NEGATIVE] So that one, so that one didn't work.
[AGENT][NEUTRAL] No, ma'am. Uh, so, no, and I can't search my address, so I'm gonna have to go back to the drawing board on the name.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] And when I talked to
[CUSTOMER][NEUTRAL] I talked to somebody on in April, and they didn't ask for the social and talked to somebody Friday and she didn't ask for the social, so I said, oh OK.
[AGENT][NEUTRAL] Did you have the policy number?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. All right. So let's see, what type of policy was it?
[CUSTOMER][NEUTRAL] Policy
[AGENT][NEUTRAL] What type?
[AGENT][NEUTRAL] I mean, cancer, dental.
[AGENT][NEUTRAL] Do you know what type of policy it was, Ms. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It was like 25 um and so I change of mind.
[CUSTOMER][NEUTRAL] Oh, I do have his.
[CUSTOMER][NEUTRAL] I do have his number.
[AGENT][POSITIVE] Yes, ma'am, because I'm so sorry for whatever reason, I am having.
[CUSTOMER][NEUTRAL] His social security.
[AGENT][NEGATIVE] A lot of difficulty.
[CUSTOMER][NEUTRAL] OK, well, let me give you the
[AGENT][NEUTRAL] Looking up either under your name or his name based on this information.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Alright, it is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And because you've the, if you all have this policy a long time, Ms. [PII], I still may.
[AGENT][NEUTRAL] Not be able to use that, so let me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] All right. So again, you said that his date of birth was [PII]. Is that correct?
[AGENT][NEUTRAL] And yours is [PII] or [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then also let's do um OK now the address OK yes do the address but I'm gonna tell you that it's not a, it's not in [PII]. What we have on file is not in [PII].
[CUSTOMER][NEUTRAL] Well, we live this [PII], our whole married life.
[CUSTOMER][NEUTRAL] So there's no reason for it to be any place else.
[AGENT][NEUTRAL] Yes, ma'am, unless it was
[AGENT][NEUTRAL] Do y'all ever live in, or did he ever live in [PII]?
[CUSTOMER][NEUTRAL] I, I do now.
[AGENT][NEUTRAL] OK, so what is your OK, so what is your address now?
[CUSTOMER][NEUTRAL] So you have my
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] I said that's not present.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And then your phone number, the best, well,
[AGENT][NEUTRAL] What is another phone number besides the phone number that you gave me, Ms. [PII] that we could have on file?
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] It was an old landline.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm not sure. I don't remember that one. It's been a long time since I had it.
[AGENT][NEUTRAL] OK, so let's just
[CUSTOMER][NEUTRAL] It's, it's I, uh, yeah.
[AGENT][NEUTRAL] So yours now is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], bear with me for just a moment while I check on something for you. OK, thank you.
[CUSTOMER][NEUTRAL] Surely.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I can see where you did speak to someone first off, Ms. [PII] on Friday.
[AGENT][NEUTRAL] This past Friday, um, regarding the cancellation and to check on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because we received.
[AGENT][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] And I do see that we had, I'm just reading through a bunch of notes and I apologize about the stop and start of what I'm saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I uh, I, no problem.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so, OK, let me see if I can get a little more information.
[AGENT][NEUTRAL] OK, so I'm asking a question, Ms. [PII], if you don't mind waiting to see if I can get a response, because they, they just may not have had enough time to call you back yet to process that request that was placed on Friday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But I'm I'm, I'm just checking on it.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That would be fine, yeah.
[AGENT][NEUTRAL] Cause I can see that they um had requested.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, it, it, um, again, I'm just trying to follow up just a little bit while you and I are on the phone, but they may just not have time to process the request as far as calling you back related to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Well, that's, that's fine.
[CUSTOMER][NEUTRAL] He just suggested that I call back to make sure it got to the right people.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That makes
[AGENT][NEUTRAL] And that's what I'm kind of checking on as well, but I do see she did send the request and all of that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh wonderful.
[AGENT][POSITIVE] And also for them to give you a call back.
[AGENT][NEUTRAL] And it is the correct phone number that I can see in the note.
[CUSTOMER][POSITIVE] Oh good OK.
[AGENT][NEUTRAL] And even though the policy's been canceled, if you have something, Miss [PII] that you would like to just write down what this policy number had been, so that if you have to call back, it would be a little easier because the easiest way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It would, but
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] This will be easier, but I can tell you as well because it had been in Mr. [PII]'s name to look it up. So either with this policy number or his social is going to be the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, give me the policy.
[AGENT][POSITIVE] Easiest ways.
[AGENT][NEUTRAL] OK, so it was 652.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 9 OK and his social was [PII].
[CUSTOMER][NEUTRAL] Oh, I've forgotten already.
[AGENT][NEUTRAL] Uh, and I, I don't, um, well, I can go back to another screen and tell you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I show that his social is [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] 1st 3 numbers that I don't know. I know.
[AGENT][NEUTRAL] His is [PII]
[AGENT][NEUTRAL] [PII] no, ma'am. [PII] uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. That's it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], my bad. Thank you.
[AGENT][POSITIVE] That's OK. That's all right.
[CUSTOMER][POSITIVE] OK, thank you. I got those 2 numbers down, yeah, I had, I knew I had saved it somewhere, but I couldn't put my finger on it with all the move and everything it's been.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] A little chaotic, to say the least.
[AGENT][NEUTRAL] Yes, ma'am. I can understand.
[AGENT][NEUTRAL] OK, so, um, I just got a response to my inquiry and someone that will be working on that. It's just, again, it just had not quite been enough time, but it is in the right place and then you should be receiving a call back once that has been completed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, that's
[CUSTOMER][POSITIVE] Oh thank you. Yeah, I just wanted to make sure that I had been so successful of of taking care of that before.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[AGENT][NEUTRAL] OK, well, um.
[AGENT][NEUTRAL] Is there anything else then that I could help you with this morning, Ms. [PII]?
[CUSTOMER][POSITIVE] I think you have this job, so thank you.
[AGENT][POSITIVE] Oh, well, you're very welcome. It was my pleasure in helping you and like I said, um, someone will be calling you just as soon as that has been processed.
[CUSTOMER][POSITIVE] Well thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you and same to you.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Papa.