AccountId: 011433970860
ContactId: 03bdd105-df2d-4077-94c5-ca7a79673c62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 747900 ms
Total Talk Time (AGENT): 359356 ms
Total Talk Time (CUSTOMER): 354871 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/03bdd105-df2d-4077-94c5-ca7a79673c62_20250414T14:06_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII], it's [PII]. I've got, um, hey, I've got Ms. [PII] Page on the phone. Her policy number is 620424. I have verified her.
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] She's upset, she's calling because her claim was pended um waiting on premium payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I let her know that and she said well I changed it. I changed it from the bank draft to check and I'm supposed to send it in every 4 months. I said yes ma'am, I do see that that did take place but your pay to date is [PII] and your premium was due on [PII] because I do see that her bank draft used to be on [PII] also. Well now she's upset and I think she's wanting to do some more changes again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, I'll talk to her.
[CUSTOMER][NEUTRAL] And she
[CUSTOMER][NEUTRAL] And she keeps asking for a [PII], which I don't, I've looked and I can't find a [PII], but I'll let you handle her.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, thank you. OK, bye.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Bye-bye.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Hey, this is [PII] in customer service. I hope you're doing well today.
[CUSTOMER][NEUTRAL] No, I'm not doing well because I talked to one of your representatives like a week ago and I told her I was getting ready to change banks and I didn't want her to send my draft for this month through the bank. She said, OK, I can get it on uh a payment where you pay it before.
[CUSTOMER][NEGATIVE] Month $108. I said fine. So they telling me the reason why my ticket ain't being mailed out because the premium ain't being paid. That don't make no sense to me. She just told me it wasn't gonna be no problem, you know, I just didn't want to send it to that bank and it it wasn't gonna be, you know, there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh-huh. Yes, ma'am, I understand. I'm sorry for your frustration, Miss [PII]. Let me do some research on this real quick. First of all, can I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Give me just a moment. Let me.
[CUSTOMER][NEGATIVE] And somebody called me back. Somebody called me back from you all's place. The supervisor did, because she said the lady that told me to introduct information that she, she was, she was new and all that and she apologized. Then I'm sitting here waiting on my check. I don't work, you know, to pay bills and stuff and then I don't have it. This don't make no sense to me.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yeah. OK. I'm sorry, Miss [PII]. Let me, um, I'm gonna read some notes real quick, OK? And I'll be able to help you with it, OK? We'll get this resolved, OK? Hold on.
[CUSTOMER][NEGATIVE] At all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh yeah, and it's gonna be a problem, if it's gonna be a problem, I'll just uh go ahead on and let you draft it back out the bank today and send me my check and, and put my check in my bank, uh, you know, uh, because this is, this is ridiculous. I mean, I have not, this is ridiculous, over $500. I mean this is just ridiculous.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, I'm so sorry that this happened to you, Miss [PII]. Let me see what um what I can read on here and see what's going on with it, OK? So I can follow up with you. Hold on just a second, OK.
[CUSTOMER][NEUTRAL] I got a call coming in. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm still here, Miss [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm still here. Can you hear me? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I can hear you.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEGATIVE] Yeah, this, this is, this is just, it didn't piss me off. I mean just ridiculous. This is ridiculous.
[AGENT][NEUTRAL] OK, so I see where you did talk to [PII], she's a supervisor.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, let's see [PII], let's see what she said. She said you requested to remove your bank draft information and changed your quarterly billing.
[AGENT][NEUTRAL] OK, so she updated it to quarterly billing and confirmed the the premium rate going forward for 3 months quarterly. So did you send that payment in?
[AGENT][NEUTRAL] For April
[CUSTOMER][NEGATIVE] No, ma'am. I did not send it. No, I did not send no payment in at all. Just drop it out of my bank. Just, just take it out of my bank. This is ridiculous. Over 500 damn dollars. Ridiculous.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, yeah, she did tell you that your quarterly premium would be due [PII] [PII], so we haven't received that.
[CUSTOMER][NEGATIVE] No, she did not. No, she did not. No, no, she did not tell me that. I talked to her on the [PII], so why would she tell me it was due on the [PII]? She didn't say nothing about that. She said going forward they will send you a bill. That's all she told me.
[AGENT][NEUTRAL] Oh she did
[AGENT][NEUTRAL] Oh, OK. OK. Um, hmm.
[AGENT][NEUTRAL] Yeah, I don't see a bill sitting out there, but now, um, Miss [PII], let me see when we draft next, OK, because we might have already drafted for today. Give me just a second.
[AGENT][NEUTRAL] OK, so we've already drafted for today um I'm gonna check to see if we can still draft you for today. Is that OK? And I'll have to call you back?
[CUSTOMER][NEUTRAL] Uh, ma'am, ma'am, I really wanna talk to the lady that's that's doing my claim.
[AGENT][NEUTRAL] We
[CUSTOMER][NEGATIVE] I, I really want to talk to the lady that's doing my claim cause I can tell from talking to you all, everything is messed up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No ma'am, I'm trying to I'm just trying to help you with your payment. I'm, I'm just trying to help you with your payment.
[CUSTOMER][NEUTRAL] So can you just drop it out?
[CUSTOMER][NEUTRAL] Ma'am, can you, can you draft it? Can, can I give you my, uh, can you put, get, uh, put it back on automatic, um, draft and, and just draft it out of my bank for this month?
[AGENT][NEUTRAL] OK, that's what I'm trying to.
[CUSTOMER][NEUTRAL] Cause it won $48.25.
[AGENT][NEUTRAL] OK, that's what I'm trying to see. We've already drafted for for this week, early this morning, so the other payment option if you wanna pay over the phone, you can do that. Would you like for me to get you the billing? OK, yeah, I'm.
[CUSTOMER][NEUTRAL] OK, that's fine. Yeah, and you can be, yeah, I can pay, I can pay over the phone. Uh, so what do I need to pay?
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, um, I'll let you talk with um our billing department if that's OK so they can take your um credit card information over the phone.
[CUSTOMER][NEUTRAL] Well they can take my uh my um.
[CUSTOMER][NEUTRAL] Bank account information and they and they can, you know, take my, yeah, my debit card, that's fine.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. I can do that. I was just giving you some options because we had already drafted for, you know, this week.
[CUSTOMER][NEUTRAL] Mhm. OK, so.
[CUSTOMER][NEUTRAL] I still want to talk to [PII]. I, I still want to talk to [PII] cause this is all hogwash. I still wanna talk to her.
[AGENT][NEUTRAL] Now, Miss [PII], who is, who is [PII]? I don't know what [PII]. Is that in claims?
[CUSTOMER][NEUTRAL] I mean, uh, her name is not, I know her name is her last name is [PII]. I can't remember her first name.
[AGENT][NEUTRAL] Uh, is it, uh,
[AGENT][NEUTRAL] My goodness, let me see, um, um, let me look that correct name up for you real quick. [PII]?
[CUSTOMER][NEGATIVE] And I didn't, I didn't got her the wrong name, gave her the wrong name.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII], I'm sorry. I know I had the last name right.
[AGENT][NEUTRAL] OK. Yes, ma'am. It's [PII], yes, ma'am. So whenever billing gets done with you, just ask them to transfer you over to [PII] in claims.
[CUSTOMER][NEUTRAL] OK. OK, so, um, what do I need to pay the 4825?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK so let me see how much it was a month real quick it they just got the quarterly premium on here right now.
[CUSTOMER][NEUTRAL] It was 4825.
[AGENT][POSITIVE] OK, yes, ma'am. That's what it was. Uh-huh. That's correct.
[CUSTOMER][NEGATIVE] OK, well, OK, well just let me talk to them so they can get the 4825 cause I need my check for a bill. That don't make no sense.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, so do you want me to just change you back over to bank draft after they get through with the billing um part?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's, yeah, that's fine. You can just put it back on the same bank until I get changed all the way over then I can give you the updated information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. OK, no problem. Yes, ma'am, Miss [PII]. I'm sorry for the problems, OK? I hope you, hope it all gets resolved for you.
[CUSTOMER][NEUTRAL] OK, OK, but before you get uh uh uh, before you get off the phone, you change it back over to the bank that it was in.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, I'm gonna change it back over to bank draft as soon as I get through with you the call she'll let me know when she's through and then I'll get it back over to bank draft.
[CUSTOMER][NEUTRAL] OK, are you gonna talk right back to me cause uh I need to get back to you.
[AGENT][NEUTRAL] OK, well that's fine. Yeah, I'll talk back just tell her to transfer you back to um to me and I'll be glad to help you, but yeah, and then I can transfer you on over to claims.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, so I don't know, I don't know who you are. I don't know who you are.
[AGENT][NEUTRAL] Oh, I'm sorry. My name is [PII].
[CUSTOMER][NEUTRAL] OK, so [PII], OK.
[AGENT][NEUTRAL] And I'm the only [PII], so, you know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] This is ridiculous. OK.
[AGENT][NEUTRAL] OK, I'll get you transferred over to billing, OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's how, that's fine. Mhm.
[AGENT][NEUTRAL] Thank you. OK, hold for a transfer.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], um OK so I have a situation here Miss [PII] is very upset, OK? It's nothing you did, it's nothing I did, but she's just upset about her claim. Um her policy number is 620.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 424.
[AGENT][NEUTRAL] And she got swapped over to quarterly. No bill was sent out to her. He claims being held up, so she wants to make a payment for one month and then she wants to switch back over to bank draft that she was on, so she's probably gonna wanna talk back to me when she you get finished taking her payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it's OK. So with all that being said, is her bank information that's already on there still correct?
[AGENT][NEUTRAL] Uh-huh. Yes, that's what she said.
[CUSTOMER][NEUTRAL] OK, so then you just do what you need to do as far as changing it back over to bank draft and I'll take the payment and then we won't have to go back and forth.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that seems better. OK, so let me just go ahead and change it to bank draft real quick.
[CUSTOMER][NEUTRAL] makes a little bit more sense since she's already been aggravated as it is so that way we're not having to transfer back and forth. So yeah, you do what you need to do as far as the bank draft on your end and I'll take a payment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][POSITIVE] Yes ma'am, that seems better to me. Yes, that makes more sense, OK.
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Alright, and you can send her over and I'm ready to take that card payment.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK