AccountId: 011433970860
ContactId: a3d2041b-5b16-4d01-96c9-9f60cb4bd6f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218800 ms
Total Talk Time (AGENT): 116391 ms
Total Talk Time (CUSTOMER): 111514 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a3d2041b-5b16-4d01-96c9-9f60cb4bd6f7_20250306T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] Hey, I'm good how are you?
[CUSTOMER][NEUTRAL] It's [PII]. I'm fine, thank you. I got a question for you. I have a Miss um [PII] on the line. She's got two whole life policies for her kids.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she had a friend called to make a payment.
[CUSTOMER][NEUTRAL] Yesterday looks like the call got disconnected. Looks like [PII] was trying to help her. So this sit this is the situation, so I wanna make sure so um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ms. [PII]'s the policyholders.
[CUSTOMER][NEGATIVE] Card has insufficient funds. So she gave some money to her friend to put on her card and call and make a payment yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she said we wouldn't let her do it, but all I see in the notes is that the call was disconnected.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I don't know why we wouldn't have let her do that. Um, what is the policy number?
[CUSTOMER][NEUTRAL] Well, I've got 2 it's for two of her kids, 493148.
[AGENT][NEUTRAL] OK. Let me look.
[CUSTOMER][NEUTRAL] And then 1493153. The notes are on policy 493153.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 49353 let me log into the payment system and I can see um it might have been that maybe a payment failed like if if it was declined hang on let me log in.
[CUSTOMER][NEUTRAL] Well she said that we told her that she couldn't do it because it wasn't her.
[CUSTOMER][NEUTRAL] Her friend couldn't do it.
[AGENT][NEUTRAL] I mean, yeah, that we, we can take a payment from anybody. I mean that we just can't give them any information. I don't know. I mean, I don't think that [PII] would have told her that, but if that's what she said, you know, I don't know.
[CUSTOMER][NEUTRAL] Well I didn't think so either.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I just wanna make sure I was like, do we, do we have to have an authorization form for payment?
[AGENT][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] Mm mm we don't so I mean if she wants to make that payment we can do that um yeah I mean she's her note on here does say they got disconnected so I don't know if maybe she thinks she got hung up on or something.
[AGENT][NEUTRAL] I don't know, but yeah, I mean, we can take the payment.
[CUSTOMER][NEUTRAL] OK, no authorization needed or anything.
[AGENT][NEUTRAL] If that's what she wants to be, no, we just won't be able to give, you know, the friend any information, you know, we can process the payment for the amount she's wanting to pay, but we just won't be able to give her any policy information or anything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, cool. I just wanted to make sure for.
[CUSTOMER][NEUTRAL] Before I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Said that I'll just tell her friend to call back and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, definitely, um.
[CUSTOMER][NEUTRAL] If or if she's with her or they could call together or whatever and then that way.
[AGENT][NEUTRAL] Yeah, yeah, but we can definitely get that processed. I'm not sure what happened um because all we have to go off of is just her notes saying they got disconnected, you know, I don't know but yeah they can definitely do that um if they wanna call in, um, or if you know they wanna give you their information, um, then we can have.
[AGENT][POSITIVE] Uh, we can call them back or if they're ready to do it now, we can do it now.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, well I don't think her friend is with her but if she's got her friend's phone number I can just send y'all and.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Email or something.
[AGENT][POSITIVE] Yeah, you can, yeah, or you can put it through the hub. That's fine, and we'll get it taken care of.
[CUSTOMER][POSITIVE] That's a good.
[CUSTOMER][POSITIVE] OK, cool beans. Thank you so much. You're always so helpful and nice. I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem. Well, thank you. Thank you. I appreciate you.
[CUSTOMER][POSITIVE] Thanks, [PII]. Good to talk to you. Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome. Uh-huh. Bye-bye.