AccountId: 011433970860
ContactId: da3aa7aa-4961-4fbf-bb51-78a589056325
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338260 ms
Total Talk Time (AGENT): 127384 ms
Total Talk Time (CUSTOMER): 147707 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/da3aa7aa-4961-4fbf-bb51-78a589056325_20250604T21:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I was on the phone with somebody, but we got disconnected and I do live in a rural area. I was trying to update my information on my checking account. My, uh, checking information got compromised, but I'm with the same bank, and she was saying something about that she's gonna have to send something to my email for me to sign.
[AGENT][NEUTRAL] Uh, yes, ma'am. You were talking to me. Is this Ms. [PII], uh, not [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes ma'am, you, you let me go that far without stopping.
[AGENT][NEUTRAL] Well, I don't want to interrupt you.
[CUSTOMER][NEUTRAL] You did a too sweet, OK.
[AGENT][NEUTRAL] And it could have been a different person, I'm sorry, but um, yes, ma'am, you want me to email it to you or you'd rather have it mailed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, please, really because y'all ain't gonna cancel me. When do the withdrawal come out because I don't wanna be trying to reinstate me and y'all start me over from a due date, you see what I'm saying? When did my withdrawals come out every month? What time?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] Cause, cause I pay with a credit card today now before I get.
[AGENT][NEUTRAL] Uh, it looks like on the [PII].
[CUSTOMER][NEUTRAL] So can I, can I just give it to you today for right now?
[CUSTOMER][NEUTRAL] With a check with a, with my.
[AGENT][NEUTRAL] Oh, you did.
[AGENT][NEUTRAL] Oh, with a credit card or a check card?
[CUSTOMER][NEUTRAL] Yeah, see, because the papers when I get to you, it'll be time, it'll be time to pay it and I ain't got time for no insurance to be saying you don't lapse or you need reinstatement, you see what I'm saying?
[AGENT][NEUTRAL] Uh yes ma'am, uh, give me one moment I'm gonna transfer you to our customer service, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Now I don't want to go to customer service. Why I gotta go to customer service because I'm ready to wait another 30 minutes on the phone.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, they're the ones that'll be able to take payment over the phone. I can't.
[CUSTOMER][NEUTRAL] OK, so you're gonna call me back for the other information. Oh, I'm done with you.
[AGENT][NEUTRAL] Uh, it's probably done with me, but I'll definitely ask them to mail a copy of your policy as well as, um, email that bank draft form to you, OK?
[CUSTOMER][NEUTRAL] So are you my agent?
[AGENT][NEUTRAL] No, ma'am. Any one of our representatives will be able to assist you. It's not assigned to one person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK then, so can you go ahead on and just be sending that on to me in the mail then let me just get that out the way. Can we do that?
[AGENT][POSITIVE] Yes, I'll send it out to you. I'll.
[CUSTOMER][NEGATIVE] Cause I don't like, I don't like to, I don't like to be, it could be on the way, yeah, get in the mail today.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me one.
[CUSTOMER][NEGATIVE] And you can't, if you can't put, put a note on there and tell them her information got compromised and her bank closed that account out. They gave me an account I'm with the same people's bank. I just have a different number, OK? I ain't trying to drop y'all. I've been with y'all since uh since [PII].
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] Uh yeah, yes, ma'am. You've had it for a little while.
[AGENT][POSITIVE] That oh wow.
[CUSTOMER][NEGATIVE] I wish I'd have took out more though. I can't add some more to that and keep the same date, like another [PII].
[AGENT][NEUTRAL] Uh, that I'm not sure. That's something customer service will be able to assist you with, but hold one moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], um, I have an insured on the phone. She's wanted to make a payment over the phone because uh her banking information has changed, but I'm gonna send her a bank draft form.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, so she can email that back to us, but.
[CUSTOMER][NEUTRAL] What's, what's that policy number, love?
[AGENT][NEUTRAL] 154208. She's wanting to go ahead and make a payment because she don't want the policy to lapse.
[CUSTOMER][POSITIVE] Absolutely, just give me one second here.
[AGENT][NEUTRAL] And I will tell you, uh, she did ask in regards to benefits so she can up it so you might have to transfer to customer service after helping her with the payment just an FYI.
[CUSTOMER][NEUTRAL] OK. Let's see. What's your name?
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And a good callback number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or I can read my own handwriting 1695.
[AGENT][NEUTRAL] Oh, wait, no, 769 5.
[CUSTOMER][NEUTRAL] OK, 2 weeks.
[AGENT][NEGATIVE] That's horrible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I cannot read my own handwriting.
[CUSTOMER][NEGATIVE] I have to use the uh the notes thing on the computer because I wouldn't be able to write it down that fast and I would definitely make it such a mess of it.
[CUSTOMER][NEUTRAL] So 15428 OK.
[AGENT][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello? Oh no.
[CUSTOMER][NEUTRAL] If you want you can switch her over. I'm not able to hear you.