AccountId: 011433970860
ContactId: 0c1a4fc5-331c-4061-87c2-582780a0ce5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 647940 ms
Total Talk Time (AGENT): 300445 ms
Total Talk Time (CUSTOMER): 228695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0c1a4fc5-331c-4061-87c2-582780a0ce5a_20250320T17:49_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm confused and I'm hoping you can help my confusion.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have a reoccurring charge on my checking account and it says American Physic Insurance.
[CUSTOMER][NEGATIVE] Um, I called the bank and this is the number they gave me from there and on where they, you know, the information they have to send the payment. But for the life of me, I can't think what the hell I signed up for or what that insurance is for.
[AGENT][NEUTRAL] OK, I can definitely help verify if you have something with this and if we are in fact drafting your account, but before we proceed, can you give me your name and a callback number in the event that we get disconnected please?
[CUSTOMER][POSITIVE] Oh, that would be awesome. Yes, I can do that. My name is [PII], spelled a little weird.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] All right. And what's the best number to reach you?
[CUSTOMER][NEUTRAL] And the phone number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you for that, Ms. [PII]. What I'm gonna do is a name search for you, so if you'll just bear with me one moment while I get this pulled up, OK?
[CUSTOMER][POSITIVE] Not a problem. Would a middle initial help?
[AGENT][POSITIVE] Yes, it, it's possible that we have it. Yes, ma'am. That'll help narrow you down.
[CUSTOMER][NEUTRAL] Yeah, if you have it, it would be an A.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And if it helps at all, I'm in [PII].
[AGENT][NEUTRAL] [PII]. That does help. Thank you for that, Ms. [PII]. So you said the transaction, what does the transaction say? American provider, did you say?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says, it says, it says American, well, part of the word American and then most of the lettering for physicians and then insure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's a $60.80 charge and it hits at the end of the month. The last time it was withdrawn was [PII]. And my bank says it looks like it's been going on since 32323.
[AGENT][NEGATIVE] In [PII]. OK. Bear with me. We've got a lot of junks in here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] Yeah, it's not like it's an odd name.
[AGENT][NEUTRAL] We normally can narrow it down, but it takes a time for it to populate the person, so bear with me.
[CUSTOMER][POSITIVE] Not a problem. If you can help my confusion, I'll wait all day.
[AGENT][NEUTRAL] We've got a lot of [PII]'s. Um, let me see if I can locate one in [PII]. I'm gonna then ask if it's OK with you to get the last four digits of your social so we can kinda narrow it down.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] But bear with me right now, it's not showing me one in [PII]. Have you lived in [PII] since [PII] or at that time?
[CUSTOMER][NEUTRAL] I lived in [PII] my entire life. That is my married name. It could be underneath my previous married name if it's what I'm thinking it is. If it was like my life insurance that got bought out by another company.
[AGENT][NEUTRAL] OK, so we should.
[AGENT][NEUTRAL] OK. What was your previous last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna try that if I cannot locate.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's a little bit more, more not popular.
[AGENT][POSITIVE] Yes, ma'am. Bear with me.
[AGENT][NEUTRAL] And I'm doing the name search first because normally that's typically we can find the information quickly but if we try both of these names and we don't still don't pull you up, the only other thing that we can do is we would have, we have it set up in our system to where we can locate a bank account directly but we would have to get your full routing and account number to see if we're pulling that draft, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But just let me try this first. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I will go in the process of pulling up my account number just in case.
[AGENT][NEUTRAL] I kind of just wait to do that as a last resort, cause some people do not like to provide those details, so I, I totally get it. But I can assure you, I'm just putting
[CUSTOMER][NEUTRAL] Oh, no, I, I get it too, yeah.
[AGENT][NEUTRAL] Uh, I'm putting it in the system. It's not being written down anywhere and it's not being recorded or captured, so.
[AGENT][NEUTRAL] OK, let me try a bender. It doesn't show anybody.
[AGENT][NEUTRAL] With [PII].
[AGENT][NEUTRAL] Did you change employment or anything in the past year?
[CUSTOMER][NEUTRAL] Um, in [PII] I actually got hired in where I'm currently working.
[CUSTOMER][NEUTRAL] I don't know if that's something my company does because of course HR works from home they don't work in office anymore.
[AGENT][NEUTRAL] What was the name of the company?
[CUSTOMER][POSITIVE] Agra, A G R A N, fruit.
[CUSTOMER][NEUTRAL] US
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's not showing a [PII] vendor in the system that's active, so let me try your group name first because it could have been something that you've got that was transferred over maybe.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] Who? No.
[AGENT][NEUTRAL] OK, so the group names not coming up in the two names that you provided the last names for your [PII] and [PII] for Miss [PII] is not pulling up. So do you wanna try your account information?
[CUSTOMER][NEUTRAL] Yeah, hold on one second. I put in my the little verification passcode here so they can pull it up. OK, you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The routing number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The account number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And was this draft transacted last month?
[CUSTOMER][NEUTRAL] Yeah, um, [PII] hit my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For $60.80.
[AGENT][NEUTRAL] It's not pulling anything up, Ms. [PII]. When our transactions come out, most of the time, well, not most of the time, all the time, it generally comes out and it says APL or American Public.
[AGENT][NEUTRAL] But we don't have, yeah, we don't have anything that would be physicians transacting. Um, I don't think it's with us. You might can try to put that entity's name in a Google search and maybe you might come up with a more valid number, maybe they just thought it was a.
[CUSTOMER][NEUTRAL] How?
[CUSTOMER][NEUTRAL] So I, I did put it in, yeah, I did put it in the Google search first and it was everything that came up was malpractice insurance and I'm not a doctor.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] So that's what that's why I called my bank and as she was looking in on the transactions this was the number she gave me that was associated with what's coming out of my account.
[AGENT][NEUTRAL] OK. I wonder if.
[AGENT][NEUTRAL] You might have it through somebody else though because it's not your bank account information is not even being recorded in our system. Now we do have a sister company, American Fidelity, but their stuff would have came out as American.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Fidelity.
[CUSTOMER][NEUTRAL] Oh, it would have, yeah, it would have, OK, I guess I'll contact my HR because that's, that's right after my higher date. My hire date was [PII].
[CUSTOMER][NEUTRAL] So with paperwork going through, maybe it's something with them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, if not, you might wanna see about your previous carrier insurance well your previous employer insurance that you have. Maybe it's something that, it sounds like it might be something that you might have converted over to individual and normally that's why drafts are done, but
[AGENT][NEUTRAL] Um, with me doing the name search and doing the bank search now we can try if you want to try, we can do a social search, but if we, you know, that would be our last resort to see if we have anything for you, but your account's not pulling up or your name. Do you wanna try your social?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah, let's just, you know, cross all my T's and dots all my I's and, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You got the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're not pulling up anything. It's not even registering with that socials in our system. I do apologize, Ms. [PII]. I hope you find your information out. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Me too. No, that's, that's it. I mean, we, we crossed all our T's and got all our I's. So, uh, I think we're good to go for now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right well you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh thank you you have a good day too.
[AGENT][POSITIVE] You're welcome thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.