AccountId: 011433970860
ContactId: b24f1f49-c280-492c-9566-90abf8f3b77e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1308040 ms
Total Talk Time (AGENT): 372714 ms
Total Talk Time (CUSTOMER): 456376 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b24f1f49-c280-492c-9566-90abf8f3b77e_20250213T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] This is [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] 00, yes, ma'am. My name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We have 2 policies.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Y'all, we've got a policy. Well, really 3, a cancer policy and 2 life insurance policies, and they come debited from my account. The premiums due each month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I have had to close the checking account that they've been coming out of for many, many years.
[CUSTOMER][NEUTRAL] And get a new checking account.
[CUSTOMER][NEUTRAL] And I need to give you all the new information.
[AGENT][NEUTRAL] OK. And give me your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the what's the
[AGENT][NEUTRAL] I just need the, I just need the policy number.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Oh, I don't have the policy numbers.
[AGENT][NEUTRAL] Your social?
[CUSTOMER][NEUTRAL] Uh, can you look up for my?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And is, is this the account that your premiums come out of?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, no, that's the telephone number.
[AGENT][NEUTRAL] No, no, no. You're calling to change your checking your account information?
[CUSTOMER][NEUTRAL] I thought
[CUSTOMER][NEUTRAL] Yes ma'am, uh huh.
[AGENT][NEUTRAL] OK, and is this the account that your premiums are deducted from?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK. I wanted to make sure of that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me locate your policy number first, one moment.
[AGENT][NEUTRAL] Is the policy in your name?
[CUSTOMER][NEUTRAL] Uh, the cancer policy is in mine and my husband's name, [PII].
[AGENT][NEUTRAL] OK, one of you have to be the primary holder and the other one is the dependent, or do you have two separate policies?
[CUSTOMER][NEUTRAL] And Dot is straight.
[CUSTOMER][NEUTRAL] [PII], I guess is a, yeah, we must be the primary on our cancer.
[AGENT][NEUTRAL] OK, spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't understand.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Oh, [PII], this fall.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't have my phone and his phone is so hard to hear him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII], he's a year older than me, [PII].
[AGENT][NEUTRAL] OK, now, since [PII] is the policyholder, I can't change the account information without his permission on the policy under his name. OK. Did you
[CUSTOMER][NEUTRAL] Hold on, let me.
[CUSTOMER][NEUTRAL] He he's right here. Hold on, hold on.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You've got to give permission to make the change.
[CUSTOMER][NEUTRAL] I thought your problem.
[CUSTOMER][NEUTRAL] Yeah, this, this is [PII] straight. I'm her husband. She, she can do whatever needs to be done, everything changed.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, well, I need to get your information verified and then after that you can tell me your spouse's name and then what we are able to disclose with her. What's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code there?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] I do it's all in lower case and it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you know the reason that [PII] is calling today?
[CUSTOMER][NEUTRAL] Yeah, we had to shut our other account down and got hacked and we had to open up a new checking account. That's why we need to change over and get the numbers for the new account so we can keep paying our insurance.
[AGENT][NEUTRAL] OK, and are you giving us permission to do that?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yes ma'am, I am.
[AGENT][NEUTRAL] OK, then I could speak with [PII], who is your spouse, correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, that's correct.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], we have that taken care of, so.
[CUSTOMER][NEUTRAL] The OK, the new account is at the same bank, the routing number.
[AGENT][NEUTRAL] OK, hold on. OK, hold on one second for me, [PII], OK?
[CUSTOMER][NEUTRAL] You need
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on one second for me, OK?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think there may be a delay in our call.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I think the phone is delayed, so if I'm talking over you, it could be a delay in this conversation for some reason.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Our service here at this house is awful.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so now, will you be at the same bank or are you changing banks?
[CUSTOMER][NEUTRAL] Sign bank.
[AGENT][NEUTRAL] But you're just changing your um account number.
[CUSTOMER][NEUTRAL] Right, routing number is, is.
[AGENT][NEUTRAL] So will your transit number be the same or your routing number be the same?
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] same routing number.
[AGENT][NEUTRAL] OK, I see that. And what account number are we changing it to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm gonna repeat that back to you. I have [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] All right, so we've successfully changed your account number to [PII].
[CUSTOMER][NEUTRAL] Your account
[AGENT][NEUTRAL] And then I'm gonna go ahead and add um Mr. [PII]'s email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, to the file as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When we opened this policy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] There were no email address.
[AGENT][NEUTRAL] I know it
[CUSTOMER][NEUTRAL] This policy is probably 40 years old or more.
[AGENT][NEUTRAL] I know
[AGENT][POSITIVE] It is. Yes, it is. You've had it for a long time.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and so.
[CUSTOMER][NEUTRAL] And then now there.
[CUSTOMER][NEUTRAL] We also have, I have a life insurance policy and we have a life insurance policy on our own.
[AGENT][NEUTRAL] OK, so are we changing the account number on your policy and son?
[CUSTOMER][NEUTRAL] With y'all and I need to change that.
[CUSTOMER][NEUTRAL] Yes, we pay, we pay his as well as mine.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so let me pull up your policy and then we can get the account number changed on yours and then we'll move to your son, OK?
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, so you are under [PII]'s policy, right?
[AGENT][NEUTRAL] Your husband?
[CUSTOMER][NEUTRAL] Well, the, you're talking about the
[AGENT][NEUTRAL] Under his, his life policy?
[CUSTOMER][NEUTRAL] No, this, the [PII], that's the life insurance policy is our son. That's [PII].
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] That is a song.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so under the policy number that I just changed, the account number, it's showing your spouse as the policy holder, you as a dependent, your son is not on this one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No, that's the cancer policy, right?
[AGENT][NEUTRAL] No, this is a um.
[AGENT][NEUTRAL] Yes, this is a cancer policy. OK.
[CUSTOMER][NEUTRAL] That, that's just, that's just mine and [PII]. I don't believe [PII] was ever listed under that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, OK, you're right. OK, so let me see what else I can find.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do see a life policy. Now, it's just you on this life policy, is that right?
[CUSTOMER][NEUTRAL] No, it's supposed to be.
[CUSTOMER][NEUTRAL] [PII], [PII] has, has a power as well.
[AGENT][NEUTRAL] OK, so his must be under his own name.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] OK, so let me take care of yours first. And let's see, you, you said your date of birth is [PII]?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] No, my, is my last, my birthday is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me a second.
[AGENT][NEUTRAL] Just bear with me here.
[AGENT][NEUTRAL] Uh, did you used to live at a different address?
[CUSTOMER][NEUTRAL] No, 200.
[AGENT][NEUTRAL] And your son's last name is [PII] and he goes by [PII] as well?
[CUSTOMER][NEUTRAL] No, well, it's [PII], we call it [PII].
[AGENT][NEUTRAL] When you enrolled in, what was the first name? [PII] [PII]?
[CUSTOMER][NEUTRAL] [PII], yep, [PII]. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When we first started this policy, mine was $10 a month and his was $5 a month and I, our, um,
[CUSTOMER][NEUTRAL] Person here in [PII] that set this policy up, [PII].
[CUSTOMER][NEUTRAL] Uh, I was always, it would be $5 debited for his and $10 debited for me, then it started being $15 all on one debit.
[AGENT][NEUTRAL] OK, I'm gonna give you your policy numbers that way when you call again, we can reference the policy numbers and I won't have to search them like I'm doing now. So the one that I just updated with you and your husband, let me know when you're ready for the number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I understand you.
[CUSTOMER][NEGATIVE] This is the cancer. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 545.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 545
[AGENT][NEUTRAL] 858.
[CUSTOMER][NEUTRAL] 858
[AGENT][NEUTRAL] Yes, ma'am. And then you said that you have one under your name only for you?
[AGENT][NEUTRAL] A life policy?
[CUSTOMER][NEUTRAL] For cancer, yes, uh-huh.
[CUSTOMER][NEUTRAL] [PII] opened that up.
[CUSTOMER][NEUTRAL] He, he had life insurance.
[CUSTOMER][NEUTRAL] Another way and just open these up for me and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I show one for you, [PII]. Well, the date of birth doesn't match and this one is in [PII].
[AGENT][NEUTRAL] This is the only other dotty that I'm
[CUSTOMER][NEUTRAL] First I didn't.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's, what name are you calling?
[AGENT][NEUTRAL] So I see a policy for a dotty straight, but the state, the city and state is [PII], and the date of birth on this account does not match yours. So other than that, I'm not seeing a policy for you, a life policy just for you.
[CUSTOMER][NEGATIVE] That don't sound right. I've been paying this for years. What date, birthday.
[AGENT][NEUTRAL] I can't disclose it because it's not yours, but it's not the one you verified. You said [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Let me, let me go.
[CUSTOMER][NEUTRAL] And pull these policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I don't see
[CUSTOMER][NEUTRAL] If I can find
[AGENT][NEUTRAL] OK, I don't see for [PII].
[CUSTOMER][NEUTRAL] Uh, uh, the office flooded and I
[CUSTOMER][NEUTRAL] And you don't see a [PII] either.
[AGENT][NEUTRAL] I don't see a [PII].
[CUSTOMER][NEUTRAL] What's this 15?
[CUSTOMER][NEUTRAL] I want this $15 every month it's coming out for.
[AGENT][NEUTRAL] Yeah, and I'm not saying that you don't have it. I'm just searching for the policy numbers. So would [PII], [PII] [PII] be considered junior?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, [PII] is the junior and [PII] is totally. Let me go and, and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not a junior or senior, OK.
[CUSTOMER][NEUTRAL] No, no, let me, let me, our office is flooded and everything has had to be taken out of our office and we've got it in another place. I'll just have to go and see if I can find, but she can't find a policy. Right, I.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I, I've got the paperwork, yeah, let me go find the paperwork out and try to so, ma'am.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Before, before you do that, let me check one other location. Give me one second because you said that you've had it. When, when did you, when did it become effective?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Oh gosh. [PII] was just a, a small child, probably back in the early [PII].
[AGENT][NEUTRAL] What year?
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Because the longer you have it, the more money it bills. It's not just like a flat right, it's a, it's a whole life insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm not, I'm not seeing anything.
[CUSTOMER][NEUTRAL] I go sign a paper there.
[CUSTOMER][NEUTRAL] Well, let, can I get number directly to you?
[AGENT][NEUTRAL] Sure, um, it's the.
[CUSTOMER][NEUTRAL] Go find the policies because.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, you can just dial the, the, the [PII] number and just ask for [PII].
[CUSTOMER][NEUTRAL] And call you back.
[CUSTOMER][NEUTRAL] Wait a minute, give that number to me again, [PII].
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And ask for [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, all right, let me go. I know there is, I had to move everything out to a trailer.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] And, and that's in the yard, I'll just have to go out there and, and find the box that, that we got all that filed in and I'll call you right back. Thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All [PII]. You're welcome, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][POSITIVE] Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Well that burned.
[CUSTOMER][NEUTRAL] It's always something.