AccountId: 011433970860
ContactId: f610b96e-5db8-4985-918f-4dc47c32ec88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770369 ms
Total Talk Time (AGENT): 228991 ms
Total Talk Time (CUSTOMER): 271249 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f610b96e-5db8-4985-918f-4dc47c32ec88_20250115T18:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], um, I was gonna, um, talk to you. I talked to someone about a month ago about changing my dates of my withdrawal from my bank. I just recently retired. I used to have it bank drafted through my check, but when you are when I transferred it to my checking account for some reason y'all take it out on the [PII]. It's not usually my payday, so I wanted to change that date, um, and, um, can I talk about that now with you please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. So you want to change the date that your premiums are deducted from your account, your checking account?
[CUSTOMER][NEUTRAL] Yes, uh yes.
[AGENT][NEUTRAL] OK. And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] I have several, so I don't know how to proceed. um, let's see.
[AGENT][NEUTRAL] Just give me one of them.
[CUSTOMER][NEUTRAL] One of them pull it up. OK, hold on for a minute um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see, I have all of them out in front. I'm sorry, I should have had this open, um.
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] OK. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Are you the policyholder or a dependent on the policy?
[CUSTOMER][NEUTRAL] I'm the policy holder.
[CUSTOMER][NEUTRAL] It's been deducted from my checking account people's.
[AGENT][NEUTRAL] I'm showing that [PII] is the policyholder of, of this one.
[CUSTOMER][NEGATIVE] OK, but that, but I'm paying that's my son when you say, I mean, I'm taking that out on all of us, yeah, let me, OK, so do you need my policy then I'm taking, I'm paying on all of these. Those are my children. Do you need, do you need mine so you can put mine up? OK, 00646519 because you just told me any policy number. That's why I gave that one.
[AGENT][NEUTRAL] The main person, the main person on the card.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but I didn't know that [PII] was the policyholder on the one that you gave me, but that's fine. OK. Give me, give me one second.
[CUSTOMER][NEUTRAL] OK. OK, that's fine.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh oh, wait a minute. No, that's my other daughter. Oh wait a minute. I'm sorry baby. I'm so sorry. I told you I had several. Oh Lord, I just noticed that was on her. Um, hm, let me, let me find.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] I am so sorry baby. I'm so sorry about that.
[AGENT][NEUTRAL] You're fine. It's not a rush.
[CUSTOMER][NEUTRAL] Um, let's see who is this on, um.
[CUSTOMER][NEUTRAL] OK, that's my husband, that's my son. OK, let me try to cancel policy, see if you can pull it up on that, OK? 1181916.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm thinking I have it all on.
[CUSTOMER][NEUTRAL] The cancel policy should be on me and my husband.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm sure I got a life insurance policy too, won't you?
[CUSTOMER][NEUTRAL] Let, let me um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let's see, now I can put down. I called last time. I have this problem with not discussing my account. I think I just gave him one, but you have to talk to the policy holder.
[AGENT][NEUTRAL] Well, were you trying to change your premium date last time you called?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm just trying to change my bank draft because it's coming out the wrong date and they didn't go take me through. Can you see? I'm sure I got a um a life insurance policy as well, but I can't um.
[AGENT][NEUTRAL] The last time you called, were you to change your premium date?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][POSITIVE] Yes, but I, I, I, she was gonna double it and I wasn't sure if I wanted to do that, but now I'm the first one I gave should help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do several life. Yeah, I see you.
[CUSTOMER][NEUTRAL] Yeah, I should have one on my, I'm sorry, go on.
[AGENT][NEUTRAL] Yeah, I was gonna say, I see you as the payer on, on the policies. Give me a second.
[CUSTOMER][NEUTRAL] You see me as a parent. Is that what you just said?
[AGENT][NEUTRAL] Pay, pay, payer, you pay the premiums.
[CUSTOMER][NEUTRAL] What does that mean? OK, um, yeah, I pay the premium, but I should have one on, um, myself as well. Do you not see that? I have to pull up my.
[AGENT][NEUTRAL] You said you
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I, yeah, I see several life policies. I'm trying to look at each of them.
[CUSTOMER][NEUTRAL] But do you see one for [PII], that's me.
[AGENT][NEUTRAL] That's what I'm looking for. There's several, so I'm having to go into each one of them.
[CUSTOMER][NEUTRAL] OK, yes, I got it. Yes, I understand, I understand. I'm sorry, I just can't find my policy. I should be able to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm still looking so I can try and help you so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm gonna transfer you to billing. um, it says that you're the pay payer of the policy that you can you can pay the premiums but can't make any changes nor receive information on the policy unless you're listed as the owner, but you're listed as the payer. Uh, I'm gonna transfer you to customerser to billing to make the change if they'll make the change, um, and I'll just let them know that you're.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. OK. That is that.
[CUSTOMER][NEUTRAL] OK, let me, let me ask you something, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you see one listed for me? You don't see one. That's why.
[AGENT][NEUTRAL] I went through
[AGENT][NEUTRAL] Yeah, I went through every policy number, um, under your name.
[AGENT][NEUTRAL] Let's see. So for the life, I have 646-519.
[CUSTOMER][NEUTRAL] And you can't give me the name because otherwise I gotta pull out each one of these policies.
[AGENT][NEUTRAL] Yeah, and the applicant is.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then there's one for 646-520.
[CUSTOMER][NEUTRAL] For whose name?
[AGENT][NEUTRAL] The applicant is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 656 521.
[AGENT][NEUTRAL] That's for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And those are the only life policies that I see.
[CUSTOMER][POSITIVE] OK, so 3. OK, alright, that's fine. I, I, I appreciate that. Thank you. So if you could put, put, um, transfer me to, yes ma'am, thank you so much for your help.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. You're welcome. Give me, give me one second.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Bringing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Yeah. I have an [PII] on the, on the phone. She has several policy numbers. I'll give you one of them.
[AGENT][NEUTRAL] Um, 646-259.
[AGENT][NEUTRAL] And she's wanting to change the date in which the premiums are deducted from the account, but she's the payer, but she's not the owner. Can she I don't think she can request that change.
[CUSTOMER][NEUTRAL] Uh, that's gonna be a customer service question. We don't do individual changes in group billing.
[AGENT][NEUTRAL] No, this goes to customer service OK alright I'll disconnect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] Um, I, hi, I have, uh, [PII] on the phone. She is the payer of the account. She's not the owner, and she's wanting to change the date in which the premiums are deducted from the account. There's several policies that they have.
[AGENT][NEUTRAL] Um, so I was thinking if she's not the owner, she couldn't make any changes, but she's persistent that she's called before.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And she's the payer and she's wanting to change the draft date and it's her account that's probably.
[AGENT][NEUTRAL] Well, it's for her children, yeah, for her there on her dependent children and spouse.
[CUSTOMER][NEUTRAL] But she's paying out of her draft, right?
[AGENT][NEUTRAL] Premiums. Mhm.
[CUSTOMER][NEUTRAL] Yeah, we can change it. She's the payer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's her policy number?
[AGENT][NEUTRAL] So one of them is 646-520.
[AGENT][NEUTRAL] I believe these are the life policies.
[CUSTOMER][NEUTRAL] OK. And what's the address?
[AGENT][NEUTRAL] And there's uh 646-519.
[CUSTOMER][NEUTRAL] You said 519?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 646-521.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has other policies, not life policies.
[AGENT][NEUTRAL] I'll have to look that
[CUSTOMER][NEUTRAL] OK, I'll pull up her draft info pull it. Send it to me.
[AGENT][POSITIVE] Yeah. OK. All right, here she comes. Thank you.