AccountId: 011433970860
ContactId: ae6ad1f7-0b95-4ce6-b65c-48fc12a91087
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651719 ms
Total Talk Time (AGENT): 156841 ms
Total Talk Time (CUSTOMER): 238043 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/ae6ad1f7-0b95-4ce6-b65c-48fc12a91087_20250113T20:18_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling about a dental policy um that I have requested that they stop drawing drafts on our account. Um, I no longer want it, we no longer want this policy, but they I was told I could not cancel it because it's um he's on Junior, but we are no longer going to pay this policy. So I need you to remove our bank information from this policy and
[CUSTOMER][NEUTRAL] Stop any drafts. I have the policy number here.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 739-539.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And is Mr. [PII] available?
[CUSTOMER][NEUTRAL] Mr. [PII] is not available. He is in a rehab.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] There's no way to get in touch with him. You can keep the policy going or send a letter and I'll get it to him somehow, but we are no longer paying this.
[CUSTOMER][NEUTRAL] I want our bank account removed from the bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] I returned the checks and then y'all send it back as a double payment to be drafted from our account and.
[CUSTOMER][NEGATIVE] I do not want that to happen again.
[AGENT][NEUTRAL] OK. Do you have a power of attorney for your son?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK. Yeah, we cannot do any changes or give any information out without a power of attorney.
[CUSTOMER][NEUTRAL] You can stop drawing money out of our checking account, remove our checking account as payment for this account. You can send the bill to this address and I will forward it to him, but do not take any more money out of our checking account.
[CUSTOMER][NEGATIVE] I have sent a stop payment on this and then y'all keep sending different amount and we are not going to pay this anymore he can pay it himself.
[CUSTOMER][NEGATIVE] That is fine. You can send whatever I need to send to him here and I will get it to him, but we are not paying it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, do you mind holding for me, Mister [PII]?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hello, I'm doing good.
[AGENT][NEUTRAL] All right, I have a question. Um, OK, so I have a policy. The policy number is 739-539.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the mom is calling, the mom is not authorized.
[AGENT][NEUTRAL] Uh, no, the mom is saying that uh she is the owner of the bank where the draft is taking place.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] And she don't want this draft to take place again. I see the policy is terminated and I see that more than likely we're not gonna draft but I cannot release the information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I cannot, I, I really don't know what exactly to tell her because I cannot say, oh, we're not drafting no more or.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a hard one. I just don't, I really don't know what to do, what to say.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, let me look into.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, um, [PII]. All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEGATIVE] And I asked her for a power of attorney or something, but she said that she don't have it and he's in rehab. She cannot get a hold of him.
[AGENT][NEUTRAL] So, I just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm confused now. Um, the account is for the mother, but the policy.
[AGENT][NEUTRAL] No, it's for the sun.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The account is for the son. The draft is taken out of the mother's banking account.
[CUSTOMER][NEUTRAL] OK, OK, OK, and she doesn't want this draft to be like, uh, I get obviously on her account anymore, but the policy is already lapsed, but we can't really get that information because that's the mom, OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so I just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, I could say, well, um, I don't think it's gonna drive anymore, but I don't want her to be asking other questions even though she probably will be like getting that letter that was sent, um.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] OK, um, we, I guess we can only just say that, uh, uh, the drafts haven't, um,
[CUSTOMER][NEUTRAL] That we, yeah, indeed, we will stop.
[CUSTOMER][NEUTRAL] Making those stress for her, but we can't um give or provide any more information since she is not the, the um policy holder. Yes. Um I can take the call.
[AGENT][NEUTRAL] The owner.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, OK. OK. All right. Let me go ahead and put her through. Um, her callback number is [PII] just in case.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, and here she come. I'm sorry.
[CUSTOMER][POSITIVE] No, you're good. Let's see how it goes.
[AGENT][POSITIVE] OK, have a good day. All right, let me put her in. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for you, Ms. [PII]nold. I got Miss [PII] on the line and she's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today? I'm fine.
[CUSTOMER][NEUTRAL] That's good to hear. This is [PII] in customer service. I was just advised that you would like to stop um some premium payments that have been taken out of your bank account. Is that correct? Yeah.
[CUSTOMER][POSITIVE] Alright, I have worked already in your policy and it seems like those um premiums are not gonna be um been taken out from your account anymore um. Mhm, is there anything else that I can help you with? Uh, uh, I, I do apologize.
[CUSTOMER][NEUTRAL] Um, for this issue, um,
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, Miss. I, I, I thought I lost you. I'm sorry. No, thank you for checking on that. And I said, any any correspondence you mailed, I will forward it to him, you know, and get it to him, and he can go from there.
[CUSTOMER][NEUTRAL] Yes, he could probably