AccountId: 011433970860
ContactId: b65362b5-2f2c-4047-b0ad-11d09a997acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334700 ms
Total Talk Time (AGENT): 120933 ms
Total Talk Time (CUSTOMER): 136624 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/b65362b5-2f2c-4047-b0ad-11d09a997acd_20250127T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, this is [PII] if you. I have a policy number and something telling me they tried to withdraw some money out of the bank and it was returned. I don't, I don't know. I don't even know if I have APL. I just, um, I'm just curious.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][NEUTRAL] But uh I can give you, I OK, you need a policy number?
[AGENT][NEUTRAL] Yup, go ahead.
[CUSTOMER][NEUTRAL] Uh 9 B as in boy, 0085610, and then there's another one right next to that that says 9B 0085612.
[AGENT][NEUTRAL] Mm, all right. Let's take a look here.
[AGENT][NEUTRAL] What is your last name, [PII]?
[CUSTOMER][NEUTRAL] Nephew, [PII]
[CUSTOMER][NEUTRAL] First name [PII], [PII] initial [PII].
[AGENT][NEGATIVE] Mm that didn't come up with your name on it.
[CUSTOMER][NEUTRAL] Did it come up a [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's my mother.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] Yeah, yeah, that's my mom. I'm trying to figure out what, OK, yeah, that is my mother.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So alright, let me see here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Uh, I, I mean, I can contact her. She's not in the best of health. I just, I just received something and it's it, it's it. I don't know she might actually put my name on something is why I got a thing stating the payment hasn't been taken out.
[AGENT][NEUTRAL] OK, yeah, let's see here.
[CUSTOMER][NEUTRAL] She's, she's a little old and she, she, she don't remember some things. I'm thinking, well, I, I don't have APL. I don't think.
[AGENT][NEUTRAL] And then, yeah, no, that's OK. That's why I asked what your last name was because I'm like, well, this doesn't have your name on.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, well, yeah, and you know, I got the policy numbers here and the paperwork and everything I'm thinking, huh, it had to be, you know, that's why I said that gave you my mother's name. I said, she's been doing some crazy stuff here lately.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] No, no worries. Um, are you able to verify her address and date of birth?
[CUSTOMER][NEUTRAL] Uh, see, her address would be [PII].
[CUSTOMER][NEUTRAL] Shoot, Mom's in her [PII]. Uh, her birthday is [PII]. I don't know the year. I'm just gonna, I can't, can't give you the year, but.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, so this is.
[CUSTOMER][NEUTRAL] She's getting ready to be [PII] I think.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] I mean, I, when I got off the phone with you, I'm gonna call her.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let me, yeah, let me pull up policy. I see where the notice was sent out. Give me just a second here.
[CUSTOMER][NEUTRAL] And is this like a life policy that she has? I'm just, I mean, you, I don't even know if you can tell me that. Is this a life insurance policy or?
[AGENT][NEUTRAL] Yeah, let's see here.
[AGENT][NEUTRAL] It's an old one, so I'm having to pull it up just to double check here, sorry.
[CUSTOMER][NEUTRAL] Yeah, uh, she had, she had, she said one time she took an old policy out. I mean, I, she did say that here not too long ago when her dad died. She said that she had, she had an, an old policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, she's had it since.
[AGENT][NEUTRAL] 91.
[CUSTOMER][NEUTRAL] Last year I graduated.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm just not familiar with all the product acronyms, so I just wanna pull it up to make sure these older ones here, give me a sec.
[CUSTOMER][NEUTRAL] Right, yeah, I will contact her after this and find out, you know, if she forgot to pay it or what it is or.
[CUSTOMER][NEUTRAL] What's going on with her bank account.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, it's an accident policy, it looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So she has some bank information on here. I don't know if that information has like changed or anything, but I see a note in here it says bank draft returned payment stopped.
[CUSTOMER][NEUTRAL] Yeah, that's what I got the same piece of paper.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what I got with the policy numbers on telling me the bank it was stopped it was in my name and I'm like, uh, I don't have APL.
[AGENT][NEUTRAL] Yeah, so I would contact her, see if she wants to continue it on, then she can call us, um, or you can be on.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK, yes, I will definitely
[AGENT][NEUTRAL] Yeah, and you can be on the line with her if you need to be um and she can make the payment over the phone um.
[CUSTOMER][NEUTRAL] Right, yeah, I understand that.
[AGENT][NEUTRAL] Yeah, and we can, we can do all that if she wants to keep it or she can cancel it if she wants so.
[CUSTOMER][POSITIVE] Well, dear, I appreciate your time and thank you very much, um.
[AGENT][POSITIVE] You're you're welcome, son. Have a good one.
[CUSTOMER][POSITIVE] Hey, you have a great day, babe. All right, bye.
[AGENT][NEUTRAL] Yeah, bye.