AccountId: 011433970860
ContactId: d1b2b725-911d-4f07-88c0-e87bd2b5a813
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326260 ms
Total Talk Time (AGENT): 105552 ms
Total Talk Time (CUSTOMER): 136438 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d1b2b725-911d-4f07-88c0-e87bd2b5a813_20250130T20:03_UTC.wav
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[CUSTOMER][NEUTRAL] Who you
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling, uh, my name's [PII] and I'm calling.
[CUSTOMER][NEUTRAL] On behalf and with my parents on the phone.
[CUSTOMER][NEUTRAL] And my mother has been paying for my uh cancer policy that my brother has.
[CUSTOMER][NEUTRAL] And we want to stop the payments on that policy coming out of her checking account.
[CUSTOMER][NEUTRAL] And uh wonder if we can take care of that on the phone today.
[AGENT][NEUTRAL] Mm OK. Let's see how I set up. Um, and do you have a policy number, Mr. Bro?
[CUSTOMER][NEUTRAL] Yes I do. It's 00598378.
[CUSTOMER][NEUTRAL] And the policy is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] And it's been paid by [PII] out of a cadence Bank checking account.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's uh my number is [PII] that's [PII].
[CUSTOMER][NEUTRAL] [PII] and your name is?
[AGENT][POSITIVE] Thank you. My name is [PII]
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And the premium I think is 101.
[CUSTOMER][NEUTRAL] 27 a month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And what we want to do is if my brother wants to continue this policy.
[CUSTOMER][NEUTRAL] He'll just need to
[CUSTOMER][NEUTRAL] Pick up these payments themselves.
[AGENT][NEUTRAL] Let me check and see what we can do with customer service because, and you don't have him on the line?
[CUSTOMER][NEGATIVE] No, I don't, no.
[AGENT][NEUTRAL] Mm, OK. Yeah, yeah.
[CUSTOMER][NEGATIVE] So this is the payment that's coming out of my mother's checking account, paying for his premium it's not coming out of his checking account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] I don't understand, but let me see how um what we can do about this. OK, one moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Good, and you?
[AGENT][POSITIVE] I'm good, I'm good. Um, I have, uh, OK, let me tell you the situation first.
[AGENT][NEGATIVE] I got a brother of a member in the line and he's calling um with the mom in the line saying that uh the brother has the account and the account is being drafted from the mother's account, banking account, and they need to stop that draft. So I don't know if that's something we can do without having Mr. um, the owner of the policy on the line, and I did ask and he said he's not there, but he needs to stop this. I'm not sure how to handle this one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It's 5983778.
[CUSTOMER][NEGATIVE] It's gonna cancel anyway.
[CUSTOMER][NEUTRAL] It was like the drafts keeps coming back. Well, no, they let it go through. So is the mom there?
[AGENT][NEUTRAL] That's why he said, I didn't hear her. That's what he said.
[CUSTOMER][NEUTRAL] We can't cancel the policy, but we can stop it from drafting.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, not the policy. They just want the draft to stop because it's her account. That's what he's saying. So it's not to cancel the policy, it's to cancel the draft basically.
[CUSTOMER][POSITIVE] Yeah, as long as [PII]'s there and if I can talk to [PII], I can do it.
[AGENT][NEUTRAL] OK, alright, let me go ahead and put him in and make sure that she's in the line. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. Um, is your mother available?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, she, she is. Daddy, can you put mother on the phone? Yes, she's OK.
[AGENT][NEUTRAL] OK, so I've got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you so
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Good afternoon Mr. and Mrs. [PII]. How are you guys doing today?
[CUSTOMER][POSITIVE] Good good.
[CUSTOMER][NEUTRAL] Thank you. Um, I was just needing to verify, Ms. [PII], can you verify the last four digits of your social just to make sure we are in fact speaking to you, please?
[CUSTOMER][NEUTRAL] [PII], I don't know, take your time.
[CUSTOMER][NEUTRAL] Don't have to go get her any bill for back.
[CUSTOMER][POSITIVE] Don't take it's just a minute. Just take your time I'm good. It's OK.