AccountId: 011433970860
ContactId: b9db0f97-b957-40f4-b650-5a741b1895a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393619 ms
Total Talk Time (AGENT): 162509 ms
Total Talk Time (CUSTOMER): 120981 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/b9db0f97-b957-40f4-b650-5a741b1895a0_20250428T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII] A Stark.
[CUSTOMER][NEUTRAL] And I think I might have a policy, some insurance or something with y'all. Y'all have life insurance.
[AGENT][NEUTRAL] Uh, yes, we do.
[CUSTOMER][NEUTRAL] OK, well, my, my checking account, my checking account information changed and they didn't take out my April payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Um, and we can certainly look into your policy. Do you happen to have the policy number?
[CUSTOMER][NEUTRAL] I do not. I need updated information on this policy because I don't have anything nothing but my checking account number and then they take it out.
[AGENT][NEUTRAL] All right, miss.
[AGENT][NEUTRAL] Mhm. Alright, Miss [PII], I can surely assist you with that. I can surely assist you with that. Um, can we use your social security number to look up the policy?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] You can if you want to. It don't matter. Whatever you want to use. I need to find out what's going on with this policy and what it's all about. I forgot. I don't forgot what I even signed up for, ma'am. I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's all right, it happens. I can sure use that social security number and we can have it search it up.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in the meantime, um,
[AGENT][NEUTRAL] Can you spell for me your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, I'm gonna repeat it back to you to make sure I have it correct. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sorry, the system is taking a little bit of time to search it up.
[CUSTOMER][NEUTRAL] Whatever, lady could be fine.
[CUSTOMER][NEUTRAL] It it say American public insurance.
[AGENT][NEUTRAL] Mhm. Yes, um.
[CUSTOMER][NEUTRAL] That puts it, OK.
[AGENT][NEUTRAL] Um, uh, right now I'm having a little bit of trouble finding it because it seems like our system, um,
[AGENT][NEUTRAL] Having some troubleshoot. Um, do you mind if I take all of your information so I can search it up and give you a call back with all with all of it?
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] All right, OK, I have um Miss [PII] um and can you repeat your social security number to me, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] what like.
[CUSTOMER][NEUTRAL] Wait, what did you say my name was?
[AGENT][NEUTRAL] Ms
[CUSTOMER][NEUTRAL] Why the what?
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All sort. All right, OK, that's probably why I A I know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Did you find it?
[AGENT][NEUTRAL] I'm still having the same issue. I, yes, I'm still having the same issue because one of my colleagues is, is having the same troubleshoot as well. Um, but I can definitely, um, OK, I do have now your correct name. And um can I just have the date of birth so I can, whenever I find it, I can verify it?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. [PII].
[AGENT][NEUTRAL] And the callback number, would it be the one ending in [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes ma'am, [PII], that's correct.
[AGENT][POSITIVE] All right. Thank you very much. And Miss um [PII], I will give you a call back as soon as I get it resolved. Does that sound good?
[CUSTOMER][NEUTRAL] Yes, ma'am, and I'm retired. There may be another reason I'm retired. I'm not I'm not working any longer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if that makes a difference or not, but I'm a retiring. I've been retired for over 18, like 21, 2, about to say, I don't know, about 4 or 5 years. I'm not sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And, and what um state should I be looking at?
[CUSTOMER][NEUTRAL] What, what, what should you be looking at?
[AGENT][NEUTRAL] Uh, the state, um, in what state was this policy issued?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], well, yeah, [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, thank you very much. And OK, I will go ahead and um talk to someone in the IT to see if what is going on with the system and I will go ahead and try to make that search for you and give you a call back as soon as I find it out. Is that all right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That sounds great. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right