AccountId: 011433970860
ContactId: 00a15257-c996-4b96-a283-8d44616adb52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400940 ms
Total Talk Time (AGENT): 59339 ms
Total Talk Time (CUSTOMER): 109452 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/2025/01/03/00a15257-c996-4b96-a283-8d44616adb52_20250103T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name's [PII] calling from the Coyo Kylie Insurance Agency, the broker's office, and um I have a group that they did not mention um changing their bank draft for APL, but I'm assuming that they would want to do that. I just need to check to see if they actually pay their premiums by bank draft by automatic bank draft, OK.
[CUSTOMER][NEUTRAL] Um, group number is 1919253, and that's surplus management doing business as water surplus.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it's already not auto draft it's great but if it is I need to know um what now?
[AGENT][NEUTRAL] And what's a
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get you verified real quick, [PII]. What is, what is a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] OK, and [PII], you said the name of the group is Surplus, um, Management Inc.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] It's yes that's correct.
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] Thank you for that [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and so we're trying to verify if the patient or the employee, do you have a social, a policy number for this uh young lady?
[CUSTOMER][NEUTRAL] Do they
[CUSTOMER][NEUTRAL] No, it's just for the group this is for the group as a whole. This is not for an individual this is for the right, right, right, yes.
[AGENT][NEUTRAL] Oh, so this is regarding how premiums are submitted?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so I do see a.
[AGENT][NEUTRAL] Uh, routing and a, a banking account number.
[AGENT][NEUTRAL] On file.
[CUSTOMER][NEUTRAL] OK, so you're saying it's auto drafted?
[AGENT][NEUTRAL] I'll need to confirm that. Give me just a second.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Bear with me here.
[AGENT][NEGATIVE] I'm waiting for a response.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] And you're wanting to know if the premiums are auto drafted automatically drafted?
[CUSTOMER][NEUTRAL] Yeah, are they automatically drafted because they didn't mention it, but they wanted, they mentioned it for all their other lines of coverage with other carriers and it's like, uh, I'm gonna ask you guys to.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Uh huh sure it's OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK. It, it is not automatically drafted.
[CUSTOMER][NEGATIVE] It is not OK alright.
[AGENT][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, OK, wonderful, thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah you too thanks bye.
[AGENT][NEUTRAL] All right.