AccountId: 011433970860
ContactId: d7337316-b1db-48d7-b75c-bfb7058d6fd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1275640 ms
Total Talk Time (AGENT): 321711 ms
Total Talk Time (CUSTOMER): 610329 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d7337316-b1db-48d7-b75c-bfb7058d6fd6_20250620T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to uh give you the new information to have um our cancer policy and uh life insurance policies, um.
[CUSTOMER][NEUTRAL] Taken out of a different checking account?
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Can I give
[CUSTOMER][NEUTRAL] Hm, can I give you
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] The social security number?
[AGENT][POSITIVE] Yes, that will work.
[CUSTOMER][NEUTRAL] OK. Um, my social security number on the, um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's it we're paying.
[CUSTOMER][NEUTRAL] $10 on me, a policy, and $5 on our son a policy.
[CUSTOMER][NEUTRAL] And uh my social security number is [PII].
[CUSTOMER][NEUTRAL] On the, on the life insurance, then the cancer would be in mine and my husband's.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I guess, I guess American public is the one we've got the cancer policy with or is that?
[CUSTOMER][NEUTRAL] I don't see anything else.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Um, let me pull it up real quick. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's got
[CUSTOMER][NEUTRAL] Yeah, American public. That's gotta be it. I'm thinking of uh
[AGENT][NEUTRAL] And what was your
[CUSTOMER][NEUTRAL] [PII] and Justin [PII] is on, is who we've got the two policies on.
[CUSTOMER][NEUTRAL] It's just more or less burial policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I didn't pull anything up under that. What was, um,
[AGENT][NEUTRAL] You said the last name is [PII]?
[CUSTOMER][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] OK, I found it. Give me one moment.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Um, would it have been under a different address at some point, or did your address change?
[CUSTOMER][NEUTRAL] Oh well, probably when, when, uh,
[CUSTOMER][NEUTRAL] This policy was taken out.
[CUSTOMER][NEUTRAL] What was our
[CUSTOMER][NEUTRAL] It was route something.
[CUSTOMER][NEUTRAL] Oh, I don't even remember what I, oh, but when they did and did everybody.
[CUSTOMER][NEGATIVE] It was whatever was buying.
[CUSTOMER][NEUTRAL] Von Road, the best I remember. It was route something.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] Uh, I'd have to go into the safe, I'd have to go into the safe to sign that policy to find all of that and I'd have to go to another place.
[CUSTOMER][NEUTRAL] To go get safe.
[AGENT][NEUTRAL] Let me see if we've got.
[AGENT][NEUTRAL] OK, so the, the policy that's under your name is the, hold on just a second.
[AGENT][NEUTRAL] OK, do you have a whole life policy. That's what I've got on file for you.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, and how much is that whole life policy? What, can you see what the
[CUSTOMER][NEUTRAL] Uh, payoff is on the whole lot.
[CUSTOMER][NEUTRAL] It's like what, 9000 or something?
[CUSTOMER][NEUTRAL] Can you say that?
[AGENT][NEUTRAL] Yeah, I'm pulling it up.
[CUSTOMER][NEUTRAL] Well I've got you on the phone.
[AGENT][NEUTRAL] 5, 19,516.
[CUSTOMER][NEUTRAL] 9,516. OK. And then there's another one that's uh $5 mine's $10. He, our son's is $5. And can you see he is on that same?
[CUSTOMER][NEUTRAL] His name is [PII]. His birthday.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Looks like the other policy, the policy holder.
[AGENT][NEUTRAL] Is your spouse?
[CUSTOMER][NEUTRAL] Well, no, it would, it was in [PII]'s name. When he sold it to us, we took a policy out for our son.
[CUSTOMER][NEUTRAL] And then one for uh.
[CUSTOMER][NEUTRAL] Myself at the same time.
[CUSTOMER][NEUTRAL] Would you need [PII]'s social security number?
[AGENT][NEUTRAL] Uh, no, I don't need that. Um.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] I'm just reading over what I've got here let's see um.
[AGENT][NEUTRAL] The other one we've got on file is a cancer policy.
[CUSTOMER][NEGATIVE] Yeah, yeah. That's uh another one that I won't need to get uh.
[CUSTOMER][NEUTRAL] Get the um
[CUSTOMER][NEUTRAL] Checking account changed on it as well. There's two with the American public, but uh I just want to be sure that y'all still show [PII]. It's [PII] straight.
[AGENT][NEUTRAL] OK, let me, um
[AGENT][NEUTRAL] Look up that name. Hold on one moment.
[AGENT][NEUTRAL] Because on your, on your whole life policy, I can change the bank account information, but I would have to speak to [PII] to change it on the cancer policy.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Oh, OK. Well, I got him right here. I got him right here. Hold on, he's, he's right out here in the backyard working. All you gotta say is, he's gonna say, yeah, I guess. He's right here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEGATIVE] Oh, then you cut that thing off.
[CUSTOMER][NEUTRAL] Well, American public needs for the cancer policy. She needs you to say we can change the on that policy, and they're looking at justice. Yeah, yeah, this is [PII]. It'll be fine to change it.
[AGENT][NEUTRAL] OK, [PII], could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Ma
[AGENT][NEUTRAL] Uh, what is your date of birth, your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, I just need your email address.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] It's all in lower case, it's [PII].
[AGENT][NEUTRAL] OK, and then do you authorize your wife to change the bank account information?
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] OK, thank you so much. I, you can put her back on.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK. Did you ever find [PII]'s life insurance policy?
[AGENT][NEUTRAL] OK, uh, let me look real quick. I was, I just wanted to have him on the line. I was looking at his account, so let me, uh, let me pull that up just a second.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] OK, so, let's see.
[CUSTOMER][NEGATIVE] You won't believe we've got 3 accounts and every debit on 3 accounts.
[CUSTOMER][NEUTRAL] Uh this account.
[CUSTOMER][NEUTRAL] Our personal account and my mother's in-law's personal account. Every one of them have got to be changed. I've got about a week's worth of work.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's see. OK, and then your your son's first name was [PII] as well, right?
[CUSTOMER][NEUTRAL] Right, [PII] is his name.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] I think I found it. Let's see 1532.
[AGENT][NEUTRAL] OK, here we go. OK, so,
[AGENT][NEUTRAL] For your son
[AGENT][NEUTRAL] Do you have it, I, I, is he there? I assume he's probably not there, right?
[CUSTOMER][NEGATIVE] No, he's not. No. We, we paid this, we took this out when he was just small.
[AGENT][NEUTRAL] OK, so he
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] because he's over age and the policy is in his name, um, he has to call um to
[AGENT][NEUTRAL] To change any information or give you authorization to change it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, do you want me to, is he available?
[CUSTOMER][NEUTRAL] OK, even though the.
[CUSTOMER][NEUTRAL] No, no. He is at work. OK. Oh.
[CUSTOMER][NEUTRAL] Let me ask you this. Since it's come both.
[CUSTOMER][NEUTRAL] Premiums are coming out of my checking account we paid this for him.
[CUSTOMER][NEUTRAL] Can you just change the, the debit?
[CUSTOMER][NEUTRAL] To come out of that that $15 a month to come out of our account?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Well, let me see.
[CUSTOMER][NEUTRAL] I had this happened back in February.
[CUSTOMER][NEUTRAL] Again, and I just called and had it swapped over then. They just did it no problem back then. I, I don't know, everything's changed.
[AGENT][NEUTRAL] Did you, do you know
[CUSTOMER][NEUTRAL] I think I'm just gonna
[AGENT][NEUTRAL] Did you fill out a form back then?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No, I just called and swapped it over, told them, would they start debiting those.
[CUSTOMER][NEUTRAL] The life insurance policies and the cancer policy out of
[CUSTOMER][NEUTRAL] The new checking account and whatever they did, they did, it came out the next month.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Are you changing banks or is it just the account number?
[CUSTOMER][NEUTRAL] Just the account number it's the same bank just the account number.
[CUSTOMER][NEUTRAL] We should have changed things.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] This this is the 2nd time that.
[CUSTOMER][NEUTRAL] We should have, but you know when you've been with the bank 48 years.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] You can hate to
[CUSTOMER][POSITIVE] And you've been in business for yourself.
[CUSTOMER][NEUTRAL] The biggest part of that 48 years.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And all your loans and you just walk in and say, I need to buy a new log trailer. I need to buy a new this. It sure sounds, come on, we'll get it. Go pick it out and just tell them to call. We'll put money in the checking account. So, you know, we hate to
[CUSTOMER][NEUTRAL] Swap from where we've been 48 years.
[AGENT][NEUTRAL] Yeah, that makes sense. I understand.
[AGENT][NEUTRAL] OK, let me see. I'm just double checking one other thing before I let's, first, let's get these changed for the other two policies and then let me figure out on your son's. Um, OK, for your husband's policy, uh, it's all gonna be the same account number, right?
[CUSTOMER][NEUTRAL] Oh, you mean account number? Yeah, yeah, both, both of these will be out of the same checking, new checking account number. Yes, routing numbers are the same, can you think. But let me ask you this.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm on that cancer policy as well.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Am I not? OK. I, that, that kind of shocked me when I, I thought, well, I'm on that cancer policy too. He's already had to use it. I haven't. Thank goodness, he, he, he had colon cancer.
[AGENT][NEUTRAL] Yeah, you are.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Uh, let's see, the new account number is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna repeat that back to you. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. Let me get that changed.
[AGENT][NEUTRAL] And then will you just verify the routing number with me? Make sure it's, it's still the same.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am. [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] OK, I got that. Let's see what else.
[AGENT][NEUTRAL] OK, then we will get that changed for you. Hold on just a second.
[AGENT][NEUTRAL] OK, let me make sure they're updated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then let me update your policy real quick and then we need to change your address too, so let me, let me update that as well.
[CUSTOMER][NEUTRAL] Yeah, yeah, because I think way back when we first married, it was like
[CUSTOMER][NEUTRAL] [PII]on't know, it was a route.
[CUSTOMER][NEUTRAL] And I, uh,
[CUSTOMER][NEUTRAL] Then they changed those a couple of times.
[CUSTOMER][NEUTRAL] And then I finally went to [PII] addresses.
[AGENT][NEUTRAL] We got, it was, it looked like Route [PII].
[CUSTOMER][NEUTRAL] That's it. That's it.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let me write that down. I write that down. Wait a minute, write 4 [PII].
[AGENT][NEUTRAL] 20 dash A.
[CUSTOMER][POSITIVE] 20 that's so funny. I couldn't even remember it.
[AGENT][NEUTRAL] OK, that was
[CUSTOMER][NEUTRAL] A lot of water under the bridge since that.
[AGENT][NEUTRAL] That's OK, we got your other address. OK, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I get that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], was that the same zip [PII], correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then we're gonna change that [PII].
[AGENT][NEUTRAL] [PII]. OK, got that.
[AGENT][NEUTRAL] All righty, let's see.
[AGENT][NEUTRAL] Yeah, it's like my, I grew up with landlines and I remember my phone number from growing up and I'm almost [PII], so.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I can, I can, I can, I'm [PII]. I can remember mine when I was small too and I can remember my old address um at my childhood home, and I still have that childhood home and I just mowed the grass at that childhood home yesterday morning.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yep.
[AGENT][POSITIVE] Oh my gosh. Wow, that's awesome.
[CUSTOMER][NEUTRAL] My, my mother and father, my daddy passed away. Let's see, it's been [PII].
[CUSTOMER][NEUTRAL] Gosh, I'd have to stop him. Oh gosh, how many years has it been since he passed away, I see 1415, 16.
[CUSTOMER][NEUTRAL] He passed away, I believe in 18.
[CUSTOMER][NEUTRAL] I believe that's why he passed away in [PII]. He was [PII] old.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] And I kept him, kept him here with me. My mother passed away.
[CUSTOMER][NEUTRAL] When she was [PII], several years before Daddy.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] It's, it's, I, I miss them just like it happened yesterday. I had a set of the best parents we ever asked for.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Uh, I'm, I'm not, it was just me and my sister.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] You know, they loved us no matter what, but what we, what we did, but if we did wrong, we were punished, so we didn't do wrong more than once.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I feel that. I totally understand.
[CUSTOMER][NEGATIVE] That, that, that, that belt didn't feel too good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep, I had, I had a, we had a paddle when I was growing up. It was called the board, and it was a wood paddle.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And the board, the board. Well, it was just, it, it was just, it was daddy's belt or team switch off the, off the little tree there in the backyard. It was one of the other, but if, if it was daddy whipping us.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was his bail. If mama was whipping us, it was that little switch.
[AGENT][POSITIVE] Hey, it straightened up. You don't do wrong.
[CUSTOMER][POSITIVE] Yes, it, it, it caused us to turn out to be pretty good people.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I agree, yeah.
[CUSTOMER][POSITIVE] I have to say that they raised, they were raised by good people and they expected us to be good people because they were good people.
[AGENT][NEUTRAL] That's what it did.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, Ms. [PII], I can see that the address and the account number for your son, that was all matching what you had, so I'm gonna go ahead and change that. Um, I'll get that account number. I, yeah, I've updated that and then, um, do you, by the way, do you want me to change your son's account, the street address to your [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Oh, that'll be fine.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Cause he's just right across, he's just right down the driveway.
[CUSTOMER][NEUTRAL] And on the road, we're back off the road and he's right down on [PII].
[AGENT][POSITIVE] Oh nice, that's nice, close to each other, that's nice.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, if he'd moved, he's our only child, and he had he moved any farther than across the ditch, as I say, if he'd moved any farther than across the ditch, I probably couldn't have stood it.
[AGENT][POSITIVE] I understand. OK. All right. Well, I've got you all fixed up.
[CUSTOMER][NEUTRAL] He, he'll be the [PII], he'll be [PII] old, the [PII]. I can't believe it.
[AGENT][NEUTRAL] Oh, getting close to that big 40.
[CUSTOMER][POSITIVE] Yeah, yup. That's right.
[AGENT][NEUTRAL] Um, the milestone
[CUSTOMER][POSITIVE] Yes, ma'am, it is. Well listen, I appreciate you doing that for us so much.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][POSITIVE] And you have a great, great. No, we got the, the banking information changed and we'll go right on from here. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Goodbye.