AccountId: 011433970860
ContactId: ac270cf1-fb09-40bb-aa4e-b9bb623b97e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370070 ms
Total Talk Time (AGENT): 207841 ms
Total Talk Time (CUSTOMER): 160645 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ac270cf1-fb09-40bb-aa4e-b9bb623b97e9_20250320T20:37_UTC.wav
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[AGENT][POSITIVE] Thank you. You've got on the excuse me. Thank you for calling the A.
[CUSTOMER][POSITIVE] Hey girl, you don't have to go through all that.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Good.
[AGENT][NEGATIVE] Cause it was not coming out.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEGATIVE] My fingers have not cooperated with me today, nor has my tongue. I have not been able to say anything or type anything. I'm just, I'm done.
[AGENT][NEUTRAL] A girl.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh that's right. Policy number 58352.
[AGENT][NEUTRAL] Oh [PII], help us, help us. What you got, dog? What you got?
[AGENT][NEUTRAL] 583-552.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verified all of his information. He's calling to see why he received a check.
[AGENT][NEUTRAL] 81.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh jeez.
[CUSTOMER][NEGATIVE] It looks like it was a refund of premium.
[AGENT][NEGATIVE] That's always been hard.
[CUSTOMER][NEUTRAL] And he wasn't sure why his policy was termed, yeah.
[AGENT][NEUTRAL] Oh God, cause I bet you he's reached the age of
[CUSTOMER][NEUTRAL] I think he has. He was [PII].
[AGENT][POSITIVE] Holy macaroni.
[AGENT][NEGATIVE] Uh, and there are no notes in here.
[CUSTOMER][NEUTRAL] That's why I'm transferring the call. I'm sorry.
[AGENT][NEGATIVE] There are no freaking notes. And I've never even heard of a HI 4000 IAB. Oh my goodness. Oh wait, that's not even gonna be the right number. That's, that's ain't turned back in 2024.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh no, this is 25. It's 583-52 policy number.
[AGENT][NEUTRAL] Wait a minute, I, wait a minute. I, I've got, I've, I 583.
[CUSTOMER][NEUTRAL] 52. No, no, no, just 583.
[AGENT][NEGATIVE] 352. That's no.
[CUSTOMER][NEUTRAL] 52.
[AGENT][NEUTRAL] Oh, it's just 5 digits.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] 53. Lord have [PII]. I didn't added an extra 3 in there somehow.
[AGENT][NEGATIVE] I don't know why he get one after all these years, but OK, for real, I was really lost on this one. Let me say the name this time, [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] RCC.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, due due to expiry age. I see it now. I have looked at this thing, girl. I'm telling you I'm done.
[AGENT][NEUTRAL] Uh, I know, right? I get that way myself, trust me. OK, so how do I say this to this man? I far behind him, so.
[CUSTOMER][NEUTRAL] He knows. I, I mean.
[CUSTOMER][NEUTRAL] I, I'm right there. I almost with him too. Yeah, you can just tell him he, he, he asked if it was due to that, and I didn't see it in the notes, so there it is right in front of me. [PII], that must be if you can just tell him that.
[AGENT][NEUTRAL] I, I mean, it says the.
[AGENT][NEUTRAL] That he just worked.
[AGENT][NEUTRAL] Reached the age of [PII] and
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I, I don't
[AGENT][NEUTRAL] I mean, I'm older and I don't like telling other people that and see it doesn't bother me, just tell me, OK, whatever, you know, but
[CUSTOMER][POSITIVE] I think he's gonna be the same way, [PII]. He's just a good old country boy.
[AGENT][NEUTRAL] OK, OK, well, put Mr. [PII], Mr. [PII] through.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] And I'll do my best. Thank you, dear.
[CUSTOMER][POSITIVE] Let's just get him on the line. Thank you, [PII]. You have a great afternoon. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, honey. Bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] in our customer service department that will give you more information while you receive that check.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, [PII]. Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you today, sir?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, good, good, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Sir.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I was calling about resale.
[AGENT][NEUTRAL] I was just gonna say
[CUSTOMER][NEUTRAL] They what?
[AGENT][NEUTRAL] No, sir, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] So go ahead, you, I, I was butting in on you.
[AGENT][NEGATIVE] Oh no, I was butting in on you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, I was gonna tell you that [PII] said that you were calling to see why you received a refund check. And the reason for that sir is because the policy termed at age [PII], so you got refunded that uh that month of premium.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For 2 months, yeah, what I thought, but I wanted to make sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. That's what it is. So the policy is returned with APL and um.
[CUSTOMER][NEGATIVE] Well, we paid it for 25 years and didn't even use that y'all come out way ahead.
[AGENT][POSITIVE] Oh bless you, but that's a good thing you didn't need it. I'm always, you know, that's why I have car insurance but.
[CUSTOMER][NEUTRAL] Yeah, I it, I told my wife.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Well, is there anything else, Mr. [PII], that we can assist you with?
[CUSTOMER][NEUTRAL] That's it. I didn't know. I didn't know it canceled out when I got 70 heck, we ain't looked at it in probably 24 years, whatever, whenever we took it out, but.
[AGENT][POSITIVE] Bless you, [PII].
[CUSTOMER][NEUTRAL] It was 86, been longer than that. I'm talking about longer than 24 years. [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, goodness.
[CUSTOMER][NEGATIVE] She must have took it out on me when she thought I was fixing to die.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEGATIVE] Oh, no, let's not say, no, let's not, no, let's don't even think that way.
[CUSTOMER][NEUTRAL] I know it since [PII].
[AGENT][POSITIVE] Yes sir, yes sir.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, you already give somebody a refund more than that back when you didn't use it.
[AGENT][POSITIVE] Oh goodness, well.
[AGENT][NEUTRAL] I would like to tell my insurance, um, company that my car insurance. I wanna kickback.
[CUSTOMER][NEUTRAL] I have a kickback.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] What at 39 years.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] No, there is.
[CUSTOMER][NEUTRAL] That's $3,744. I get half of them back anyway.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Yes, OK, well, I, we do appreciate your business and we hope you have a fantastic day, sir.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, thank you for calling APF. Bye-bye.
[CUSTOMER][POSITIVE] Thank you much.
[CUSTOMER][NEUTRAL] Bye.