AccountId: 011433970860
ContactId: 039bd6b3-4746-4dcc-92ac-9599a8241f2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498820 ms
Total Talk Time (AGENT): 163743 ms
Total Talk Time (CUSTOMER): 200330 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/039bd6b3-4746-4dcc-92ac-9599a8241f2b_20250102T21:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I just have a question. I know that I'm gonna have a payment due in January for this year's premium, and I wondered is there any way to change it from yearly to monthly payments?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I believe there is, um, I think we need to send you a letter but that's handled by customer service. I can go ahead and get customer service on the line for us. Do you have the policy number?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] I do 02558253
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And I just need to verify the mailing address, email address, and a callback number.
[CUSTOMER][NEUTRAL] OK, mailing address is [PII]. Email address is [PII], and telephone number [PII].
[AGENT][POSITIVE] Perfect, thank you. Alright, let me go ahead and get customer service on the line for us, OK? one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEGATIVE] Well, I would be better so, but my computer's acting a fool. How are you?
[AGENT][NEUTRAL] Oh boy.
[AGENT][POSITIVE] I'm good, I'm good.
[CUSTOMER][NEGATIVE] Hold on, nothing is cooperating. It quit typing, it quit doing any, let's see, they'll let me know. I said it figures I've been sitting for 2 hours, 2 hours I have not gotten a call. And now, now.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh my
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Oh boy.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] It, oh my God. Hold on, I'm trying.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I, I knew that would happen. I knew this would happen.
[CUSTOMER][NEGATIVE] I didn't even have time to go in and click off the phones. I was like, you know, oh my lord.
[CUSTOMER][NEUTRAL] Hold on myself. I'm sorry. I'm put up a blank form to start trying to type up. Oh God, oh what I just did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yeah, I'm here.
[CUSTOMER][NEUTRAL] Oh, I thought I hung up the phone.
[AGENT][NEUTRAL] No, you haven't.
[CUSTOMER][NEUTRAL] God, hold on, dear, let me see if it you just so happens, oh my God, what I just clicked now.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Updated my password last night so.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I, I, I don't know what is going on.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] I mean it's not letting me do.
[CUSTOMER][NEUTRAL] Anything
[CUSTOMER][NEUTRAL] I mean it won't so much as put a letter or a number.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] It is there anything I can help without.
[AGENT][NEUTRAL] Um, probably, probably, um, I got a member on the line. She is trying to change her premium from, you know, yearly to monthly, which I think we need to send her the letter, right?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yes, she, she wants to change it to she wants to go on bank draft.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, we have a, we have, uh, on our website we can either email her a bank dress form or she can go mail it, you know, or she can go on our website and print it off, complete it and send it back to the care team or mail it back in.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. I can, I can let her know that. I was just making sure that there's nothing we, we need to in our end. But yeah, um, if I need the letter send out, uh, can I request that or I don't know, they changed so many things.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No, she's
[CUSTOMER][NEUTRAL] Um, well she's just going on bait draft, yeah, I mean that's, yeah, that's anything let me see if I let me even click on guru. Well it's like let me type anything in guru.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I can't type in guru. Um, but what was I saying? OK, she's already, uh, Pay PayMode 3.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She just needs to know her monthly premium which is and that's it and she just can print that form off of [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Oh, OK. OK, I can let her know that that's all she needs to do if she wants to switch it to monthly payments and it has to be a draft for monthly payments.
[CUSTOMER][NEUTRAL] Right, that's the only way you pay by monthly is by bank draft.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] My draft. OK. Okey dokey. Well, OK. Hopefully if you don't have any other questions, but yeah, I can go ahead and help her with that. It's OK. Thank you.
[CUSTOMER][POSITIVE] OK. I'm sorry.
[CUSTOMER][POSITIVE] Oh, you're awesome. Thank you, dear. Mm bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEGATIVE] Crap.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I spoke to customer service. She was having some system problems. So right now, um, I was not able to transfer, but I got the information we need. Um, if um you need to do bank um if you're gonna do monthly, it has to be by bank draft. There is a form that either we can send to you or you can get it through our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's gonna be the bank track um form.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just fill it out and send it back to us and that's how it will be changed.
[CUSTOMER][NEUTRAL] OK, um, send that back and then the and then y'all will automatically draft it or do I need to go ahead and send a check for the first payment since it's due on [PII]?
[AGENT][NEUTRAL] Um, if it's due on [PII], you still have time, uh, just send that as soon as possible and um see if we can draft that payment for you, OK? If they cannot, they will send you a letter, but um, yeah, usually if you send it before the end of this month, they probably will go ahead and draft, draft it directly, OK? All right. Is there anything else I can help you with today? You're welcome. Have a good afternoon. You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] OK, sounds good. All right. Thank you so much.
[CUSTOMER][POSITIVE] That's all. Have a good one. Bye.