AccountId: 011433970860
ContactId: 0d44b88a-7828-4f28-893c-add39e52abcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369720 ms
Total Talk Time (AGENT): 190437 ms
Total Talk Time (CUSTOMER): 130584 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0d44b88a-7828-4f28-893c-add39e52abcd_20250106T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] in the care team. Hey, I got Ms. [PII] on the phone. Her policy number is 2570162.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] And I would fix this myself, but I don't have access to it. Looks like when [PII] put in her um bank draft authorization information I verified the account numbers correct but she's still on a mode of payment 3 and she should be 2. Isn't it 3 check?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh, 3 would be is quarterly, you know, like they, they, they're billed, they're billed.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, mode of payment is 3, which would be direct pay by check.
[AGENT][NEUTRAL] So, uh,
[AGENT][NEUTRAL] Oh, I'm sorry, honey.
[AGENT][NEUTRAL] That's what, that's what I meant. I'm sorry, frequency. Hold on, let me get my brain around this. OK, God dog, I don't do this enough to frequency should be it should be a 2 and a 12 if I remember right, I think, oh God, a 2, wait, no, a 2 and a 12.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, but wait a minute.
[CUSTOMER][NEUTRAL] Well, she may be wanting to pay annually so I'm gonna let you talk to the insured just to make sure that she wants that annual payment on there.
[AGENT][NEUTRAL] L
[AGENT][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Oh wait a minute, honey, wait, uh, OK, now I'm really confused. It was she not set up for a bait draft.
[CUSTOMER][NEUTRAL] Yeah, she set up for bank draft the bank draft information I saw Kiki in the notes put it in, but it's on mode it's a mode of payment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is 3 for check.
[AGENT][NEUTRAL] Yeah, that looks like she's being billed.
[CUSTOMER][NEUTRAL] Yeah, and she should be a 2.
[AGENT][NEUTRAL] I just don't do this enough to really know. I'll be honest with you.
[CUSTOMER][NEUTRAL] And she should be a 2.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For direct for bank draft.
[AGENT][NEUTRAL] God help me.
[AGENT][NEUTRAL] I'm sorry my brain was so knee deep is OK honey, go ahead and put her through. I'll probably gonna have to call her back because I'm not even sure.
[CUSTOMER][NEUTRAL] But I'm gonna let you speak with her.
[CUSTOMER][NEUTRAL] She's holding
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] About anything on this like thingy.
[CUSTOMER][NEUTRAL] Well, for bank draft for bank for bank draft mode of payment is 2 frequency 1 would be annually which the uh um the premium looks like it would be annually, but you gotta just ask her, make sure it should be annually and not monthly.
[AGENT][POSITIVE] All right, dear, have a good day. Uh.
[AGENT][NEUTRAL] You can't do bank draft can only be done monthly from my understanding.
[CUSTOMER][NEUTRAL] And then just
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] That's what I'm trying to say. What is she, you know, I'm like, I'm so confused. OK.
[CUSTOMER][NEUTRAL] Yeah, go ahead and talk to her.
[AGENT][NEUTRAL] Well, yeah, I'm, I'm gonna have to call her back because I'm not real sure myself now to be honest with you. All right, put Miss [PII] on through dear.
[CUSTOMER][NEUTRAL] See what
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in AP uh an APO in customer service. How are you today?
[CUSTOMER][POSITIVE] Hey [PII] I'm good thank you.
[AGENT][POSITIVE] Good, good, good. So we're trying to get your payment straightened out. Is that correct? How it's being paid?
[CUSTOMER][POSITIVE] That, that's correct.
[AGENT][NEUTRAL] Alright, um, OK, so it looks like you were being set up for bank draft, and, um, the only way to pay by bank draft, you know, month that's a monthly thing. Are you paying by, are you paying monthly or you gonna be drafted once a year?
[CUSTOMER][NEUTRAL] Annually.
[CUSTOMER][NEUTRAL] Annually, yes, once a year.
[AGENT][NEUTRAL] OK, let me check on this and see.
[AGENT][NEUTRAL] That make sure that is something we do. Um, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it does look like you're set up. I'm, I'm waiting on a reply from someone. It does look like you're set up to draft once a year annually in the amount of 30576. Does that sound correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds correct.
[AGENT][NEUTRAL] All right, let's see. Uh, your bill amount was 30576, but nothing has drafted yet.
[AGENT][NEUTRAL] I was on Twitter
[CUSTOMER][NEUTRAL] Right, I think it's, I think it's due on the [PII]. That's why I'm calling. I just wanna make sure that everything was good to go.
[AGENT][NEUTRAL] OK, I think that may be the problem. I don't see a draft date on here, so, um.
[AGENT][NEUTRAL] Draft type. OK, so you want to draft to own or around the [PII], Miss [PII]?
[CUSTOMER][NEUTRAL] That's fine. Sure, that's fine.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so I have added the [PII] and it won't draft exactly on the [PII] art code, but because we draft, like say that files on a Monday, you'll the [PII] files on a Monday, you'll draft that following weekend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, so I think we have you set up. There wasn't a date for it to draft, so now there is, and so hopefully it'll come out around the [PII] just kind of watch your bank for that information and make sure, uh, it does pull out, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you for your help.
[AGENT][POSITIVE] All right. You're welcome. Is there anything else we can assist you with today?
[CUSTOMER][POSITIVE] No, I think that's it. Thanks so much. I hope you have a great day.
[AGENT][POSITIVE] You too. Thank you for calling APL by Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.