AccountId: 011433970860
ContactId: def11c50-a8d8-4370-9d48-24713f74feef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 620330 ms
Total Talk Time (AGENT): 238531 ms
Total Talk Time (CUSTOMER): 389068 ms
Interruptions: 5
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/def11c50-a8d8-4370-9d48-24713f74feef_20250604T21:55_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], it's [PII] in billing. How are you?
[AGENT][POSITIVE] Hi, [PII]. I'm doing good. How are you doing?
[CUSTOMER][NEUTRAL] I'm well. I've got a very lovely lady named Miss [PII] on the phone. She had to get her banking information changed so she's getting something mailed to her and then she wanted to make a payment, so she was transferred to me and now she's asking for a policy to be mailed to her.
[CUSTOMER][NEUTRAL] And I don't know what to do with that, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have to transfer her to you. Her policy number is 154208.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] And she has been verified.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes, and her phone number that's on file is her callback number.
[AGENT][POSITIVE] OK, thank you so much. You can go ahead and put her through.
[CUSTOMER][POSITIVE] All right. Thank you. She's real sweet. OK, bye-bye.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] In this
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. I'm with the care team. So I understand that you, um, want to have your policy mailed to you at your home address. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me pull that up, make sure we've got it.
[AGENT][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am, I can request for that policy to be mailed to you, Ms. [PII]. Um,
[CUSTOMER][NEUTRAL] Oh, OK, and uh you said your name is [PII]?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, also she's supposed to be sending me something in the mail. I was trying to update my checking account to my new checking account because I've been, they've been taking it out for like 97. You're gonna send that too so I can get it filled out and sent back.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now, she said that she was going to um
[AGENT][NEUTRAL] Send you a bank author or yeah bank authorization form.
[CUSTOMER][NEUTRAL] Bank authorization. Yes.
[AGENT][NEUTRAL] She did say she was gonna do that for you?
[CUSTOMER][POSITIVE] Yeah, but then when she hooked up, she said the whoever she hooked me to, they can do all of it. I'm like.
[CUSTOMER][NEGATIVE] So I just need the form. I didn't pay somebody. I paid somebody for July in case the form and myself get, you know, late in the mail. So I pay somebody for June with my credit card, with the credit card and now I still need the form on the way because it's gonna come out all the time now until, until [PII] come get me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh my. OK, yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm
[CUSTOMER][NEUTRAL] Yeah, I've been with y'all since [PII]. You hear me? I've been with y'all since [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] My goodness, you've been with us a long time. Thank you.
[CUSTOMER][NEUTRAL] Yeah, I ain't trying to start over.
[CUSTOMER][NEGATIVE] Yeah, I wish I would have let me increase, but I didn't put up enough at the time. I was a young girl wouldn't think about that. Oh, I got one more question to ask you. It's got on there, my premium gonna pay $3000 so that $3 for accident and $3. What if I get killed in an accident? Both of them gonna pay?
[AGENT][NEUTRAL] Uh, let's look and see your benefits.
[CUSTOMER][NEUTRAL] But they make it they make it, yeah, see if that'll make it 6000.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It will?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Looking at it, you have an accident death benefit of, and this is just to verify your benefits. It's not a guarantee of payment. You have an accidental death benefit of $3000 and a whole life benefit of $3,0018.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, they.
[CUSTOMER][MIXED] OK, I got you. That's what it was 3018. OK. But anyway, I've been in it a long time and I ain't trying to drop it because just trying, I tried to get y'all to increase y'all wouldn't even let me go up when I found out that's all it was, and I've been to a lot of fun funerals. It's expensive.
[AGENT][NEUTRAL] Yes, ma'am. Um, those are policies there are.
[CUSTOMER][NEGATIVE] I still can't increase. Y'all can let me go up another $5000. I won't have to be such a burden on my family when something happens.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, we're not allowed to increase those policies. No, those policies were done um in the past and we no longer carry those policies. So you have one of the policies that was originally made and we're not able to increase those or decrease them, they have to stay the way they are.
[CUSTOMER][NEUTRAL] Can I go up another 5000?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, cause ain't nobody paying that small amount no more. Not for that.
[AGENT][NEUTRAL] Right. Yeah. Yes, ma'am. So what I'm going to do, I,
[CUSTOMER][NEUTRAL] Right, I pay $5.30 right?
[CUSTOMER][POSITIVE] We thank.
[AGENT][NEUTRAL] Uh yes, ma'am, you do.
[CUSTOMER][NEUTRAL] But anyway, that's why I ain't trying to lose it. That's why I went on to pay. Look, they say they got to mail the form. I I need to pay somebody right now, and I paid them. I can change my due date to the [PII], but when I fill it out, I'm gonna put the [PII] on there. I'm gonna need to do that too. Do I need to send a check?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A blanket, or I just got to do the form, right when the form comes.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, you just got to do the form and what I'm going to do, um, Ms. [PII], we're gonna make this easy for you. I'm going to uh just email your policy certificate to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] So you get that right away and I'm gonna also email you that um that um bank authorization form so that you don't have to wait on those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] But look, I got terrible internet. That's why I keep meddling now. My internet is horrible out here. I had to drive like 30 miles before I get a signal.
[AGENT][NEUTRAL] OK, um, I can send it, yes, that is.
[CUSTOMER][NEUTRAL] Ain't that crazy? That's what.
[CUSTOMER][NEUTRAL] So you can you send that right now and they still mail it.
[AGENT][NEUTRAL] I can
[AGENT][POSITIVE] Yes ma'am, I was just gonna say that to you. I can do both for you.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, because you know we senior system, we ain't that good and all my grandkids ain't got, you got a grandchild they used to help me with, but they're all grown and gone.
[AGENT][POSITIVE] Oh my. Yes, ma'am. We'll make sure that we get it taken care of for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right, I ain't even got internet out here. It's just, it's just crazy. It just a few senior citizens that it might be 10 houses on the block though, so we all senior citizen and family.
[AGENT][POSITIVE] Oh, that's so sweet. I'm glad you've got all those folks out there with you.
[CUSTOMER][POSITIVE] But you, um, I appreciate you volunteer.
[CUSTOMER][POSITIVE] Yes, and you know what, I appreciate you sending them both to my email and that way I have a copy it there. If I get a chance to go to the library, there's something out here. You got, you can't walk nowhere, you got to drive.
[CUSTOMER][NEUTRAL] So we in the country, but I at least they need to give us some internet though. My daughter had to move and I got stressed out behind that tour. She had to move because she got a [PII]. She got a [PII] and and they got a house across the street, but now they had to move to another city to pay rent. I said, you need to be down there at the congress or somewhere talking to somebody.
[AGENT][NEUTRAL] Yeah, you have to get your.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh goodness. Well, I'm glad. Are, are they gonna be, are they?
[CUSTOMER][NEUTRAL] She had to move, no internet.
[AGENT][NEUTRAL] Are they at least somewhat close to you?
[CUSTOMER][NEUTRAL] Yes, she lived about, maybe about an hour away.
[AGENT][NEUTRAL] 00, well, that's not too bad then.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Not too bad.
[CUSTOMER][NEUTRAL] It's not too bad, but uh-huh, but it's either 1 cousins or second cousins all on this street. Mhm.
[AGENT][POSITIVE] Oh, goodness.
[CUSTOMER][POSITIVE] But anyway, thank y'all for being so nice and polite and so I just wanted to update with y'all my new.
[AGENT][POSITIVE] Well, you're very welcome.
[CUSTOMER][NEUTRAL] OK, so I, when I go to my email, if we go down the street, I'm gonna need to go to the store anyway. I'm gonna see that on my [PII] account.
[AGENT][NEUTRAL] Yes, ma'am. I'm sending it to the [PII].
[CUSTOMER][NEUTRAL] The email.
[CUSTOMER][NEUTRAL] OK, and what, what, when you, when you mailing the address one to, to the PO box?
[AGENT][NEUTRAL] Uh, yes, ma'am. It's gonna be.
[CUSTOMER][NEUTRAL] The PO box you got.
[AGENT][NEUTRAL] The address that we have is [PII].
[CUSTOMER][POSITIVE] You got it, y'all it's on time over there. That's why I stayed with y'all so long.
[AGENT][POSITIVE] Oh, thank you. Thank you so much.
[CUSTOMER][POSITIVE] Uh-huh, and thank you too because y'all are real polite on the phone and may God forever blessed workers like you guys.
[AGENT][POSITIVE] Oh, thank you very much. You're so sweet. We love taking care of our customers and we love the Lord too, so that makes a difference.
[CUSTOMER][NEUTRAL] I love the Lord, honey. I ain't taking nothing for my journey. You know the devil ain't got nothing for destruction for us out there. He come to work, kill, steal, and what, destroy.
[AGENT][NEUTRAL] Destroy
[CUSTOMER][NEUTRAL] He can't, he can't, he can't help our soul. We belong to God.
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][POSITIVE] So it was nice talking to you, [PII]. You're making my day, sweetie.
[AGENT][NEUTRAL] Yes, we
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] You've made mine. It's been nice talking to somebody that's kind to me on the telephone. I appreciate you and I'm glad that you appreciate us. It makes, makes the job what it's worth, you know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I do, uh, I thought enough. Yeah, I thought enough. I said, uh-huh, I got the card in. I said I ain't trying to lose that. So I told my husband, and I'm gonna pay it. I said, I'm gonna pay it with the credit card. I said, I ain't taking no chance on this late.
[CUSTOMER][NEUTRAL] So don't know how to do the internet that good. But anyway, for my daughter then come over and stuff, the kids they help me with it. They know this stuff. I gotta do give it to a kid and.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] That [PII] and that [PII], she up there, she in a a a nice school too. She was glad to get out of the country. I said, now, I ain't got y'all across the street from me. And I said, you got 7 years, you just in the 6th grade.
[CUSTOMER][POSITIVE] But anyway, they come down, they come down almost every week Tory, so that's still good and the other one live out of state, my son.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, that's, that's so sweet.
[CUSTOMER][POSITIVE] All right, so I'll talk to you later. Have a blessed evening.
[AGENT][POSITIVE] You have a blessed evening too, Miss, Miss [PII]. Thank you so much.
[CUSTOMER][NEGATIVE] You got a phone messing up, though.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. You're welcome. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. Bye-bye.