AccountId: 011433970860
ContactId: f48c9c4e-b7c0-4e97-b993-6a73e786462b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 980169 ms
Total Talk Time (AGENT): 318184 ms
Total Talk Time (CUSTOMER): 644011 ms
Interruptions: 14
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f48c9c4e-b7c0-4e97-b993-6a73e786462b_20250203T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. Uh, this is [PII], and I'm the wife of [PII], that's had a dental discount policy with your company for decades or many, many years. And uh, we wanted to stop that automatic withdrawal from his checking account because he now has dentures, and he hasn't used this program at all for years. I mean, lots of years.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And we discovered how this was coming out of his account regularly and it's um do you need some other identification to pull it up and be able to cancel that what banking it's coming out of?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can definitely do a name search, but before I proceed, Ms. [PII], I need to get a callback number for you.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] In the event that we get disconnected please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, sure, that's [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And again, you're calling today because you guys wanna cancel the dental policy that he has with the it's being auto drafted, is that correct?
[CUSTOMER][NEUTRAL] That's right. That's right. It's some type of discount, fact, the guy, the guy that had it where he used to go to the dentist there is retired. So, I mean, it, it shows you how long ago that was, and it had to be back in the, I don't know if it was the [PII] or uh the [PII], but somewhere in there. It's been a long time. He's had this policy, and it's been having withdrawals on his account uh during all this time, and he's had dentures for
[CUSTOMER][NEGATIVE] Almost a year now. So yeah, we need to get that canceled.
[AGENT][NEUTRAL] OK. Are you able to verify, or can you spell Mr. [PII]'s last name?
[CUSTOMER][NEUTRAL] Yes, that's [PII]
[AGENT][NEUTRAL] And spell his first name for me, Miss [PII].
[CUSTOMER][NEUTRAL] All right, that's [PII]
[AGENT][NEUTRAL] Thank you for that. And what state are you guys currently located in?
[CUSTOMER][NEUTRAL] We're in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, am I speaking with you and you're in [PII], or where are you?
[AGENT][NEUTRAL] Yes, ma'am. We're located in [PII].
[CUSTOMER][NEUTRAL] OK, let me make this note here.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you said his first name was [PII], correct?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah, [PII], and it's coming out of his, uh, the telco Credit Union.
[CUSTOMER][NEUTRAL] And that's spelled.
[AGENT][NEUTRAL] And it shows American public life.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Do you happen to know Mr. [PII]'s full social?
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] But I don't know that I want to give that right now over the phone.
[AGENT][NEUTRAL] OK, I understand, um.
[CUSTOMER][NEUTRAL] Uh, can you pull it up based on the birth date?
[AGENT][NEUTRAL] No, our set up is only by name and social. Now we can look by the bank information, but you'll have to give me the full bank account information for me to look it up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right. Yeah. Um,
[AGENT][NEUTRAL] He doesn't have a policy number or any documents showing?
[CUSTOMER][NEUTRAL] Gosh
[CUSTOMER][NEGATIVE] Um, we have not received any mail from y'all, ever, ever, never, ever got a monthly anything, got a once a year kind of reminder, nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if it's being drafted, yeah, if it's being drafted, you don't get a monthly bill or anything. You, the actual draft itself is your, the automation of is your actual, I guess, kind of like your bill and receipt, um, basically showing that you have something. I am showing that we do have a [PII], but it's not an active policy and it's not a dental policy, so that's why I was needing a little bit more details to locate him.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Well, that's got to be him because it's not an active policy. I mean, it's not, I mean, he's not used it in uh forever, you know, really, he's not used it.
[AGENT][NEUTRAL] Well, when I mean active is, I mean it's it's not being transacted, it's not active and nothing's going on it's lapsed it's canceled so there if it's a policy that's being drafted, it should show active in our system. Is there any other name he goes by maybe a middle name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh uh-huh, I got you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No. No, no, his middle name is [PII], but no, he goes strictly by [PII] or [PII], [PII], but those
[AGENT][NEUTRAL] OK, let me try.
[CUSTOMER][NEUTRAL] That information that the bank would have him under [PII]. It would definitely have him all under [PII]. I'm trying to pull up, I wish I would have had that handy first before college you would pull up the, uh the bank account stuff that, where that's been coming out. Let me see if I can find something here real quick. And uh my son is power of attorney for his uh on his accounts, and he was going through.
[AGENT][NEUTRAL] Let me try that
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh, some of our things with things getting prepared for tax time of the year type stuff and all that. But anyway, but he pulled, he questioned that, and he says, why in the world is he paying this when he's had dentures, you know, this kind of thing. And I said, no, I know I've been trying to get it, wanted to stop it. I had gone to the credit union to get them to stop it, but they said they couldn't or they couldn't do it. It had to come from y'all.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, ma'am. I'm still looking. I apologize. I'm still.
[CUSTOMER][NEUTRAL] Hello? Yeah, yeah. OK. Yeah, just got quiet. OK, let me see right here. Uh, hi.
[CUSTOMER][NEUTRAL] I think it's about $30 that's been coming out. Let me see here.
[CUSTOMER][NEUTRAL] And I could tell you about what time of the month it comes out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see here if I can find it.
[AGENT][NEUTRAL] Yeah, it's just showing two [PII] and neither policy is being drafted or taken out. They're not active.
[AGENT][NEUTRAL] Their lap.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, let's see, this is uh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh thanks.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. Well, I'm not actually even seeing this one, seeing it on the [PII]. I pulled this December statement. I'm not finding it there and I'm not sure where.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My son must have pulled it up online maybe, or let's see, I'm trying to see where this all right.
[AGENT][NEUTRAL] And you said his middle name is [PII]. Let me just try that.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] That's right. Yeah. And his date of birth, uh,
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] So that I distinguished between the two [PII].
[CUSTOMER][NEUTRAL] And some people spell wrong.
[AGENT][NEUTRAL] Yeah, these [PII] are in [PII] and the other one's in [PII], so that's not him. Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, so that's not, uh uh. And his name is still with the not two O's, like some people put.
[CUSTOMER][NEUTRAL] Uh spell it [PII], but his is [PII]
[AGENT][NEUTRAL] And it's [PII], correct?
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, let me try that.
[CUSTOMER][NEUTRAL] Has a [PII] at the end, mhm.
[AGENT][NEUTRAL] Uh, maybe slow. Bear with me, Miss [PII].
[CUSTOMER][NEUTRAL] Oh wait, I might be looking at the wrong.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] OK. I think I found it. What was his date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you verify you guys' mailing address, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Thank you for that. So you guys can definitely cancel it, but we need to speak to Mr. [PII] or if he's not able to talk to us, we'll need a copy of that power of attorney sent over to us with a written request to cancel.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, yeah, he should, let me see if I can get him to talk with you, um.
[CUSTOMER][NEUTRAL] He's actually outside this time of the, he's on a walker, that type of thing too, but just a second.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] While I have you, that's why I wanna go on and try to, oh, I probably let me get my pen to make it to get it all completed and
[CUSTOMER][NEUTRAL] He's not even remembered the name of y'all's company, like all the years she remembers about having it, but he never did remember the name of your company doing that, doing the withdrawal, uh.
[AGENT][NEUTRAL] Yes, ma'am. He's been with us for a while. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, been a while. OK, here he is, [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Discount.
[CUSTOMER][NEUTRAL] 7 inches for years so they just need your OK to be able to stop that.
[CUSTOMER][NEUTRAL] Telco
[CUSTOMER][NEGATIVE] Not paying
[CUSTOMER][NEUTRAL] I guess you heard my wife totally explained to me about this call um.
[AGENT][POSITIVE] Yes, sir. I did. I just needed to hear your voice and make sure you were knowledgeable.
[CUSTOMER][NEUTRAL] And yes, you may totally discontinue that deduction.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, I'm gonna take care of that for you guys now. Thank you for that, Mr. [PII]. You can put her back on the phone if you like. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling. Bye.
[CUSTOMER][NEUTRAL] Hi [PII]?
[AGENT][POSITIVE] Yes, ma'am. All right, Ms. [PII], thank you for that. I'm so sorry for the trouble. I'm gonna go ahead.
[CUSTOMER][NEUTRAL] I just think, yeah, do I need to
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] That's OK. Yeah, he enjoys getting out when we have decent weather, as you recall, from where y'all are, after we had these cold days in the snow. Oh my gosh, we had 9 inches of snow in our house, so he's enjoying getting outdoors when he can. Oh, we had so much snow down here, that was so unexpected. Wow. Yeah.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] It's a
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[AGENT][NEUTRAL] Yes, it's, so, and I think it was the first for some of y'all, um, we wish we would have got a little bit of snow, but we didn't get it, so, yeah.
[CUSTOMER][POSITIVE] Oh yeah. Yeah, I mean get the snow. I figured you must have the snow up there. Oh my [PII], I mean, totally.
[AGENT][NEUTRAL] Our coast did, our, yeah, our coast did, but up towards Central and [PII], we didn't get nothing.
[CUSTOMER][POSITIVE] Oh, yeah, that's right.
[CUSTOMER][NEUTRAL] 00, OK. Gosh. Yeah, that's right, cause I, we were just shocked to see it went from [PII] area all the way across to [PII], you know, this whole Gulf Coast area. And people were thinking, oh well, we might get, you know, 3 or 4 inches or something if we get that. Well, it was double that. I mean, it just kept coming.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][MIXED] Down, it was so, it was beautiful, but it just made things dangerous, so too, you know, and we don't have, yeah, snowplows or any of that stuff down here. So they had to have the equipment coming in from uh [PII] to help to remove all the snow things and all. Yeah. So, so, and then do I recall your name is [PII]?
[AGENT][NEUTRAL] For people, yeah.
[AGENT][NEUTRAL] To help
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]. So I'm in the customer service department. Um, I have taken care of the cancellation, canceled the policy effective [PII], so you guys actually caught it before drafted again this month. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Oh, OK, great. OK. uh-huh, yeah.
[AGENT][NEUTRAL] I'm gonna send a confirmation letter that confirms it's been canceled. Um, just hold on to that for 10, for the month. Um, however, you, nothing's gonna occur on the draft. And you guys are taking care of this. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Oh yeah, oh sure.
[CUSTOMER][NEUTRAL] Right, right, OK.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] Um, no, uh, um, I just thank you so much, and that was gonna be what I was gonna ask if you want to send it, uh, if you were sending some type of confirmation if there was something I needed to write down for, um, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh heck, the certification number or anything a reference number or something, but if you're uh gonna be mailing a letter that's that's fine or if I needed to give you an email.
[AGENT][POSITIVE] Yes, and you can.
[AGENT][NEUTRAL] You'll get it within 5 to 7 business days, but if you like, I can send a copy of it to you tomorrow morning via email if you want to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] to 7 days. Um, yeah, OK. Um,
[CUSTOMER][NEUTRAL] Yeah, if I'll give you this uh email information and that'll be um.
[CUSTOMER][NEUTRAL] That'll be fine to do that, but I still would like to have the letter because we're still, uh, of the senior citizens that want to keep hold on the paperwork and not do everything electronic, but yeah, but, um, but yeah, just.
[AGENT][NEUTRAL] Yes, ma'am. That's fine.
[AGENT][NEUTRAL] OK. You'll still get the physical letter. No problem.
[CUSTOMER][NEUTRAL] Yeah, OK, OK, alright, so the email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's the easiest email I've ever had to take down.
[CUSTOMER][NEUTRAL] And that's
[CUSTOMER][NEUTRAL] Yeah, and it's, yeah.
[AGENT][NEUTRAL] So that's A [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, uh-huh. And that's [PII], or something like that. So, so that should come through, you know, whenever you can uh send it all hard to get that. But I would appreciate the letter also, if you like I said, so, oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Well, thank you for taking care of this. Oh God, this has been, I've been wanting to take care of it for over a year. And I remember when going to the credit union about at least a year ago now, if not more, and that's when they said I'd have to go through the company with doing it. And it's just one of those things that's so easy just to not get, just, just do, not do. And finally, when my son brought it to our attention, you know, I was like, oh, I gotta take care of this, you know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Well, well, thank you again and you have a good rest of your afternoon.
[AGENT][NEUTRAL] You do the same, Miss [PII], and before you go, just to make sure there's nothing else I can help you with today.
[CUSTOMER][NEUTRAL] Oh, no, no, I, well, I guess on your name, if you could give me your last initial of your last name, that would be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] All right. OK. [PII]. I know you said you're there in the customer service, but I just want to make sure, uh, OK. All right. Well, thank you again, you've been so helpful.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a good day as well and a blessed week. Thanks for calling APL.
[CUSTOMER][POSITIVE] And you have a good week.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] OK, thank you again bye bye.
[AGENT][POSITIVE] Thank you, bye bye.