AccountId: 011433970860
ContactId: aa1d154a-8fdf-441f-8097-e01f9cd7176d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 793849 ms
Total Talk Time (AGENT): 305255 ms
Total Talk Time (CUSTOMER): 392824 ms
Interruptions: 9
Overall Sentiment: AGENT=0.1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/aa1d154a-8fdf-441f-8097-e01f9cd7176d_20250220T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm having a situation. I don't know what this company is. I don't know that.
[CUSTOMER][NEGATIVE] I don't know nothing, but I know one thing. I got a transaction on my bank account from you guys, and I don't know shit about you guys. I don't even know nothing about this being an insurance company or nothing, and somebody had used my card and took $44.33 off of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I can um if you have a policy with us.
[CUSTOMER][NEGATIVE] And I want my money back on my card.
[AGENT][NEUTRAL] OK, I'll look and see if you have a policy.
[CUSTOMER][NEGATIVE] I don't have a policy with you.
[AGENT][NEUTRAL] OK, can I get your name and your callback number just in case our call is dropped.
[CUSTOMER][NEGATIVE] I don't have insurance with you guys and I heard that this is a scam.
[AGENT][NEUTRAL] OK, I understand you're upset, but I can't look to see why it was taken out if I don't have any information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] OK, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Ms. [PII]. OK. And then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so our company is American Public Life, and we have insurance benefits through employers, um, like if you were to go to work and you take out insurance with your company, that's what our company is, is the provider.
[CUSTOMER][NEGATIVE] I don't have insurance through my job.
[AGENT][NEUTRAL] OK, Ms [PII], I'll need to look up and see if I can find anything in the system with your name on it.
[AGENT][NEUTRAL] So I'm gonna try to uh search by your name first.
[AGENT][NEUTRAL] And see if we have anything in the computer that has your name on it.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] I'll try to get you all the help I can.
[CUSTOMER][NEGATIVE] You're better than the last representative because I've been calling since last week trying to get this resolved and no one can help me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But yeah I have a payment that was pending at the time when I was calling. Now the pending, now the pending is done and the transaction is completed and the money is taken completely off of my card. I'm finally able to get a hold of somebody.
[AGENT][POSITIVE] Oh bless your heart, miss.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Right, right, I understand, and that could be very upsetting, um.
[AGENT][NEUTRAL] I have several [PII] is in our computer system. Can you tell me what state you live in?
[CUSTOMER][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] [PII]. OK, let me see [PII] and
[CUSTOMER][NEUTRAL] And my middle initial is [PII] I don't know, I shoot, I've always put my middle initial with my name.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it should be [PII].
[AGENT][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh I'm looking out to see if I have an [PII] in [PII].
[AGENT][NEUTRAL] OK, I'm not finding [PII] in [PII] in our system.
[CUSTOMER][NEUTRAL] But I got a transaction made from you guys.
[AGENT][NEUTRAL] Would
[CUSTOMER][NEUTRAL] I'm gonna give it to you.
[AGENT][NEUTRAL] And it's American Public Life, is that what it says is American Public Life?
[CUSTOMER][NEUTRAL] Nope, that is not what this says on here. What it says on my bank statement is, give me one moment, I'm rolling, I'm rolling down to it. I'm sorry.
[CUSTOMER][NEUTRAL] Um, it says QBE Insurance 2.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] On [PII] purchase XX X X X X 02745 New York. I'm like, huh?
[CUSTOMER][NEUTRAL] I don't even I don't, I don't, I don't have no insurance.
[AGENT][NEUTRAL] OK, that's not our company.
[CUSTOMER][NEUTRAL] And it says and it and it gave me this number when I looked it up.
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] It gave me this number when I looked it up and it says the transaction date was 2-18-25. That's when they completely took the money off, but the purchase was made on the [PII] through this company.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh my goodness, OK, so that is not our company, um, I got a quick question for you do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, I do not. I have no job, honestly.
[AGENT][NEUTRAL] OK. No.
[AGENT][NEUTRAL] All right, Ms. [PII], yeah, that's not our company. Our company is American Public Life and we're out of [PII].
[CUSTOMER][NEUTRAL] Never heard of it. See, and, and when I look up QB Insurance, it brings up, it brings, it brings this up online. It said, did you mean QB insurance company phone number? And I'm like, OK, so I clicked on it when I clicked on it, it gave me accurate auto insurance ABE GT and Associates Inc at works insurance agency and it gave me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Boo Insurance Agency.
[CUSTOMER][NEUTRAL] But that's it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it said something like general.
[AGENT][NEUTRAL] See, none of those are affiliated with us.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] See, and then it also said something like this, um, and this is where I got scammed from and I apologize because I've, I've, I've, I've never meant to be rude to you. I just needed help figuring this out.
[AGENT][NEUTRAL] No, I understand, yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, and it, and it tells me it says EB Insurance. Now that I look up and it says [PII].
[AGENT][NEGATIVE] No, that's not anything with us.
[CUSTOMER][NEGATIVE] And then it gave me the number 888-56. This is ridiculous and when you call these numbers, then it calls somewhere else.
[AGENT][NEUTRAL] A whole
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And then it said, please be cautious.
[AGENT][NEUTRAL] Yeah, our, um.
[CUSTOMER][NEGATIVE] A scam.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I typed in QBE insurance unknown charges. It says if you have an unlo charge or unknown charge from QBE Insurance, you may contact the QBE billing services and that's how I got a hold of you guys.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and what number did that give?
[CUSTOMER][NEUTRAL] It gave me [PII], that's the area code [PII].
[CUSTOMER][NEUTRAL] It says contact your agent if you need help with your policy. I'm like, I don't have a policy with anyone. So when I called that number, I ended up on the phone with you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh, that is so crazy because that's not even our number.
[CUSTOMER][NEGATIVE] I am so lost.
[CUSTOMER][NEGATIVE] I am so lost.
[AGENT][NEUTRAL] What I would what I would do, and I'm just saying this from personal experience, I had some charges show up from PlayStation on my bank account one time and I don't even do PlayStation and so I called my bank and I told them that they were fraudulent charges, so they stopped.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Anything that had to do with PlayStation, they stopped it from coming in through on my account and then they uh did an investigation.
[AGENT][NEGATIVE] So if I were you I would call your bank and tell them that you believe these are fraudulent charges because everything that you've told me has nothing to do with me.
[CUSTOMER][NEGATIVE] At all. It doesn't.
[CUSTOMER][NEGATIVE] And the reason why I haven't disputed the charges right now is because I'm in a crisis.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the funds that I do have available, I need those funds, but I can't cancel out the card because if I cancel out the card, I wouldn't be able to take care of what I need to and then I will have to wait till Monday and my deadline is Friday.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So that's why I haven't disputed anything or did anything cause I, I know if I do that, they're gonna cut that card completely out which would be good because it would stop automatic transactions whoever got a hold of my card number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I would go to the bank and withdraw your money that you have in your account because you need it and then dispute the charges.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your heart
[CUSTOMER][NEUTRAL] That's what it looks like I'm gonna have to do this, this, I've never, I've never been through this before, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It's a horrible thing. Our world is so messed up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, yes, it is. Yes it is. I totally agree and all this scamming and people just won't pay for things with their own money.
[AGENT][NEGATIVE] So messed up.
[CUSTOMER][NEUTRAL] Then you take some others that work so hard to get what they have.
[AGENT][POSITIVE] True. I agree with you.
[CUSTOMER][NEGATIVE] And I'm a person that checks my bank account and my email every morning, so I know anything that's left. I don't care how much money I make, how much money I have, I need it all.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Right. Well, you work too hard for, for somebody else to take it from you. That's horrible. Miss [PII], I will definitely say a prayer for you that everything goes good for you and that you get the money refund back to you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much and I truly appreciate that and I apologize again earlier for my for my attitude.
[AGENT][NEUTRAL] No.
[AGENT][MIXED] It's OK. It's OK. I would be the same thing. I would be freaking out. It's, it's all right. It's a, it's a tough thing to have to go through and you were emotional and that's fine. I don't mind that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yes ma'am, and I, and I just find it so crazy because normally when a transaction is made through my bank, my email rings and it lets me know that a certain transaction was made through and it gives me a web receipt. When this transaction was put through, it didn't even give me a web receipt.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have nothing confirming that payment for going through yet it was yet it was able to still go through, but it did not come up in my email.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Yes, I would definitely, um, take my money out of the bank and then go and just or when you go to dispute it just tell him to say look I wanna withdraw what I've got because I need it. I don't want anything else coming out but I need to dispute this charge.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You might just have to pay things with cash for a little bit and they can get you a new card.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that's definitely what I'm gonna.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][NEUTRAL] I just hope this doesn't mess with anything and I'm able to still do what I need to do.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes ma'am, I understand, I do.
[CUSTOMER][POSITIVE] Well, I truly appreciate you and I, I thank you so much for that because I've been calling and calling and calling and it's like no one could help me.
[AGENT][NEUTRAL] I'm sorry this happened to you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] And I got some type of help today.
[AGENT][NEUTRAL] Yes, well.
[AGENT][POSITIVE] Yes ma'am, well, I'm glad that I was able to help you. I feel bad this has happened to you, but I am glad that I was able to help you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, um, well, thank you, um, you have a blessed one and I'm gonna try to figure this thing out and take my tail up here to this bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes [PII].
[AGENT][POSITIVE] I, I thank you and you have a blessed day too. I hope everything goes well for you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome bye Miss [PII].
[CUSTOMER][NEUTRAL] All right, bye-bye.