AccountId: 011433970860
ContactId: ca04a0de-f59d-4a8f-882d-8f4373451f45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377179 ms
Total Talk Time (AGENT): 169806 ms
Total Talk Time (CUSTOMER): 175672 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/ca04a0de-f59d-4a8f-882d-8f4373451f45_20250131T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, I'm fine. I have an insured on the line who received an MSF letter.
[CUSTOMER][NEUTRAL] Uh, it's on policy 521.
[CUSTOMER][NEUTRAL] 738 for [PII].
[CUSTOMER][NEUTRAL] And she couldn't remember what this policy was even for but she had had um her bank account had been compromised, so she had had to close this account several months ago and didn't realize that this is being drafted.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, and she is definitely wanting to continue it.
[CUSTOMER][NEUTRAL] I'll find out what she needs to do to, you know, get it reinstated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she's fully verified and the phone number in the system would be the one to call her back on if something happens.
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] All right. Are you ready for her then?
[AGENT][POSITIVE] I'm ready now. Yes.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Have a good weekend.
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm fine. How are you?
[AGENT][NEUTRAL] I'm good. Um, [PII] was stating that you were wanting to continue your policy?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yes, I did. I did. Well, first of all, I didn't know what it was because when you, when you start teaching school, he starts throwing all these things that you don't even sign up this good thing for you, you know. But anyway, I didn't know it was my heart and stroke, and I've had it for forever. So I don't want to drop it now cause I'm old. I'm really old. I hate to have a heart attack and not have a policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she said that the bank account was, uh, compromised. Uh, did you open a new account, um.
[CUSTOMER][NEUTRAL] Yeah, I opened a new account. I got hacked by uh uh a credit union if you can believe that.
[AGENT][NEUTRAL] Mhm. I can believe it. I've been packed out.
[AGENT][NEUTRAL] Several times this
[CUSTOMER][NEGATIVE] Really? I've never been hacked. And then when I called the bank and I said, uh, who hacked me? They told me I went, wait a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But anyway, I, I, yeah, I wanna keep it, I've had it for a very long time, you know, like I said, I'm [PII]. I don't wanna.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEGATIVE] I spent all that money on it. I don't want it to drop now.
[AGENT][NEUTRAL] Right. OK. Um,
[AGENT][NEUTRAL] Is your new account on the same bank with the same routing number or a different bank?
[CUSTOMER][NEUTRAL] No, it's a first, it's a, well, I'll get it in a minute, first horizon.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I will need to send you a form then in order to change the bank draft information, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I, I'm showing that you go for.
[CUSTOMER][NEUTRAL] And I put my son on it.
[AGENT][NEUTRAL] OK, I'm showing you for November, December and January.
[AGENT][NEUTRAL] So is it gonna be OK to, I'm showing you for November, December, and January.
[CUSTOMER][NEUTRAL] You do what now?
[CUSTOMER][NEUTRAL] OK, wow, that's a lot of money.
[AGENT][NEUTRAL] Yeah, and so it will draft in February for let me see 9.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] 12,760, is that gonna be OK or?
[CUSTOMER][NEUTRAL] Wait, what, 12,760.
[AGENT][NEUTRAL] 60. Uh-huh, that's for November, December, January and February, and then it'll go back down to the 3190 in March.
[CUSTOMER][NEUTRAL] And that's what it is. It's $190 a month.
[AGENT][NEUTRAL] 3190.
[CUSTOMER][POSITIVE] 0, 319. 0, that's a lot better. [PII], I'm definitely on top of everything else. All right, 3190, well, that will start and when?
[AGENT][NEUTRAL] In March.
[CUSTOMER][NEUTRAL] In March, OK.
[AGENT][NEUTRAL] And just when you send back the.
[CUSTOMER][NEUTRAL] And 12
[AGENT][NEUTRAL] Send back the the bank draft authorization form just write on there to to draft it current and then that way we'll know to to go ahead and get all the money for November December, January along with February.
[CUSTOMER][NEUTRAL] I draft, say it to me again, draft what?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, to direct. Mhm.
[CUSTOMER][NEUTRAL] Current OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So is there anything else that I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh no, I really appreciate it. I'm glad I didn't drop. I didn't have, you know, my.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yelled on to my account and didn't drop it on me.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Well, thank you.
[CUSTOMER][NEUTRAL] OK, so, uh, explain one thing to me. I know y'all explained it before, but if anything happens to me, what do I do then?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Like if I have a heart attack and go to the hospital, what do I do?
[AGENT][NEUTRAL] OK, you would, um.
[AGENT][NEUTRAL] On our website we have claim forms and everything that you can um upload claims to the online service center and file a claim um I can get somebody in our claims department that will uh tell you what all you would need or it's it's all on our webs have you registered on our online service center or?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I hadn't had anything. I mean, I had needed, thank God, had needed a job for like 30 years. So, you know, I'm way behind on everything. Could you send me uh some information or something cause I wanna
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Now, do you have an, do you have an email address? Because you, you do have to have an email address to, to sign up.
[CUSTOMER][POSITIVE] Keep it
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] I have one, but I don't remember it.
[CUSTOMER][NEUTRAL] I think it's [PII].
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I will get all that information sent to you um on that email address and um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just go on our on our website it'll have all that information on there too and register and if you should need to file a claim or anything um.
[AGENT][NEUTRAL] It's got all that information in there as well.
[CUSTOMER][POSITIVE] OK, sweetie, well, I really appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL you have.
[CUSTOMER][NEUTRAL] See if I can get this back together.
[AGENT][POSITIVE] Yes, ma'am. You have a wonderful weekend.
[CUSTOMER][POSITIVE] Well, you too, sweetie, thanks.
[AGENT][POSITIVE] Uh-huh thank you bye bye. Mhm.
[CUSTOMER][NEUTRAL] Bye