AccountId: 011433970860
ContactId: de987ae1-5183-432c-a24e-08f5f0e6a2a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301500 ms
Total Talk Time (AGENT): 132258 ms
Total Talk Time (CUSTOMER): 148518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/de987ae1-5183-432c-a24e-08f5f0e6a2a1_20250113T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hello, I'm doing good.
[CUSTOMER][NEUTRAL] Mm. All right. I have a question. Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so I have a policy. The policy number is 739-539.
[CUSTOMER][NEUTRAL] Um, the mom is calling, the mom is not authorized.
[CUSTOMER][NEUTRAL] Uh, no, the mom is saying that uh she is the owner of the bank where the draft is taking place.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] And she don't want this draft to take place again. I see the policy is terminated and I see that more than likely we're not gonna draft it. I cannot release the information.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I cannot, I, I really don't know what exactly to tell her because I cannot say, oh we're not drafting no more or.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is a hard one. I just don't, I really don't know what to do, what to say.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, let me look into.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, um, [PII], right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And I asked her for a power of attorney or something, but she said that she don't have it and he's in rehab. She cannot get a hold of him.
[CUSTOMER][NEUTRAL] Yeah, I just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm confused now. Um, the account is for the mother, but the policy.
[CUSTOMER][NEUTRAL] No, it's for the sun.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The account is for the son. The draft is taken out of the mother's banking account.
[AGENT][NEUTRAL] OK. OK, OK. And she doesn't want this draft to be like, uh, I get obviously on her account anymore, but the policy is already lapsed, but we can't really get that information because that's the mom. OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so I just
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I could say, well, um, I don't think it's gonna drive anymore, but I don't want her to be asking other questions even though she probably will be like getting that letter that was sent, um.
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, we, I guess we can only just say that, uh, the drafts haven't, um,
[AGENT][NEUTRAL] That we, yeah, indeed we will stop.
[AGENT][NEUTRAL] Making those stress for her, but we can't um give or provide any more information since she is not the, the um policy holder. Yes. Um I can take the call.
[CUSTOMER][NEUTRAL] The owner.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, OK. OK. All right. Let me go ahead and put her through. Um, her callback number is [PII] just in case.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, and here she come. I'm sorry.
[AGENT][POSITIVE] No, you're good. Let's see how it goes.
[CUSTOMER][POSITIVE] OK, have a good day. All right, let me put her in. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line and she's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] That's good to hear. This is [PII] in customer service. I was just advised that you would like to stop um some premium payments that have been taken out of your bank account. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. I have worked already in your policy and it seems like those um premiums are not gonna be um been taken out from your account anymore. Um. Mhm. Is there anything else that I can help you with? Uh, I, I, I do apologize for this issue, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, Ms. [PII].
[CUSTOMER][NEUTRAL] I, I thought I lost you. I'm sorry. No, thank you for checking on that. And I said, any any correspondence you mailed, I will forward it to him, you know, and get it to him and he can go from there.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes, he could probably have to, um, he would probably need to be the one reaching out to us so we can um do that address change as well.
[CUSTOMER][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] OK, that is fine.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I will tell him whenever he's available to correspond with you.
[AGENT][POSITIVE] Thank you very much, Ms. [PII], and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too. Thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Right, bye-bye.
[AGENT][NEUTRAL] Bye-bye.