AccountId: 011433970860
ContactId: 0daf346b-1f76-44a9-80fe-d1ec5da99f90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1059880 ms
Total Talk Time (AGENT): 280570 ms
Total Talk Time (CUSTOMER): 291823 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0daf346b-1f76-44a9-80fe-d1ec5da99f90_20250110T17:56_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I had called because I changed my bank account information.
[CUSTOMER][NEUTRAL] And I thought everything was done.
[CUSTOMER][NEUTRAL] But then I got a letter telling me to fill it out for the um.
[CUSTOMER][NEUTRAL] Automatic withdrawal, so I'm trying to make sure that everything is taken care of.
[AGENT][NEUTRAL] OK, let me see. What is your policy number?
[CUSTOMER][NEUTRAL] Well I have 3 of them, but here's for one of them. It's 02366.
[CUSTOMER][NEUTRAL] No, I'm sorry, 02365288.
[AGENT][NEUTRAL] All right. Give me one moment.
[CUSTOMER][NEUTRAL] That's the critical illness.
[AGENT][NEUTRAL] All right, just pulling it up.
[AGENT][NEUTRAL] All right. Oh darn, let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I do have
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, let's see. Would you uh verify your phone number and address for me, please?
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][NEUTRAL] And the last 4 of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, that's all the information I have, but I'm looking, I do see your claim, I mean, I apologize, your bank and routing number, um.
[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] [PII] is what it should end in.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The bank account ends in [PII].
[AGENT][NEUTRAL] No, ma'am. That's not what I have.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You have [PII].
[AGENT][NEUTRAL] I have
[AGENT][NEUTRAL] No, ma'am, the account number I have is ending in [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] I right now [PII]. Let me see if that's my Chase Bank. Hang on.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] It could be my Chase Bank, but I doubt it.
[CUSTOMER][NEUTRAL] OK, so I wonder.
[CUSTOMER][NEUTRAL] If I did it
[CUSTOMER][NEUTRAL] And then, OK, so what happened was my account got fraud. I had that account 25 years had to they had to close it and they opened up a new one. Then I got an email saying, hey, they need to confirm this. I did it, which was fraud again. So then they had to change it. So I wonder if that's what happened, but let me see if that is my Chase Bank because I have two banks.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Not [PII].
[CUSTOMER][NEUTRAL] Let's see what's getting here.
[CUSTOMER][NEUTRAL] I think I should know this.
[CUSTOMER][NEUTRAL] I don't know this account by heart.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I don't want this. I don't get that.
[CUSTOMER][NEGATIVE] Oh, I did the wrong thing.
[CUSTOMER][NEUTRAL] My [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, that's my Chase Bank.
[CUSTOMER][NEUTRAL] But have they been taking any money out of there?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't look at that account.
[AGENT][NEGATIVE] I don't, it says that it's active, but when I was looking at the payment screen, it doesn't.
[AGENT][NEUTRAL] Look like we've
[CUSTOMER][NEUTRAL] Yeah, I don't show any penny out of that. Oh wait, that that.
[AGENT][NEGATIVE] Yeah, it doesn't look like we've received any.
[AGENT][NEUTRAL] But I also see here.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] The notes on here are saying that we received to cancel.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, cause I didn't cancel.
[AGENT][NEUTRAL] A cancellation request.
[AGENT][NEUTRAL] I just, I mean, let me see if I can, I'm looking for that uh back up to see where that came from.
[CUSTOMER][NEUTRAL] Who did that?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] No, I don't show any.
[CUSTOMER][NEGATIVE] I don't see any money coming out, not for that anyway.
[AGENT][NEUTRAL] Just looking over my notes here. Let's see.
[AGENT][NEUTRAL] It says it was received on [PII].
[AGENT][NEUTRAL] But I don't see anything.
[CUSTOMER][NEUTRAL] I I got a payment.
[AGENT][NEGATIVE] Well, no, it, it says that we received it, um.
[AGENT][NEUTRAL] Uh, cancel a bookkeeper, it looks like it.
[AGENT][NEUTRAL] I apologize, I'm still learning all the lingo, um, fairly, not really new, but I'm fairly new. I'm still learning lingo and it looks like it would have been from
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Bookkeeper's request.
[AGENT][NEUTRAL] Uh, I tell you what, would you give me one of your other policy numbers?
[CUSTOMER][NEUTRAL] Yeah, um, let's see this one.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 653-22
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not the same thing.
[AGENT][NEUTRAL] I have them
[AGENT][NEUTRAL] I have 3 policies here for you and it looks like they've all been lapsed.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] They've all been
[AGENT][NEGATIVE] Um lapsed at the moment. Um, I have a paid due date of [PII] and payment hasn't been received since then.
[AGENT][NEUTRAL] But I'm just trying to figure out why.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Now this letter that I have that I've been trying to call on but you guys are always so busy and then I end up hanging up was dated [PII].
[CUSTOMER][NEUTRAL] And it's saying that um.
[CUSTOMER][NEUTRAL] For me to um.
[CUSTOMER][NEUTRAL] Electronic funds transferred to authorize it, but I thought I had already taken care of that.
[CUSTOMER][NEUTRAL] I mean I faxed it so um that's why I was like, why do I have another one?
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] I tell you what, would you, I, I give you the last 4, but would you verify your full account number and routing number?
[CUSTOMER][NEUTRAL] Uh, for the chase here, let me check.
[CUSTOMER][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] Gotta go here to see account details. Does it tell show details.
[CUSTOMER][NEUTRAL] OK, the um.
[CUSTOMER][NEUTRAL] Routing number is [PII].
[CUSTOMER][NEUTRAL] The account number is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's what I have.
[AGENT][NEGATIVE] Uh, the only thing I can see at the moment is that they relapsed on [PII], and I'm not sure why. Maybe it's because we never received you gave that to us. I don't understand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But, OK. Thank you.
[CUSTOMER][NEUTRAL] I faxed you guys. I thought I did, OK, well let's say I did and they mailed me this because these letters came in the mail. So these letters are dated [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just wondering if maybe they didn't receive your fax and that they needed your signature in order to set up this draft and since it wasn't received maybe that's why.
[AGENT][NEUTRAL] Tell you what, I'm gonna put you on a, yes, ma'am. I'm gonna put you on a brief hold. I'm gonna find out exactly what it is we need to do to get you uh reactivated. One moment.
[CUSTOMER][NEUTRAL] So what do I need to
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I was just discussing with a colleague and um since it has to do with uh an auto draft and its direct pay that um I would need to get you over to our customer service department. I apologize I'm group billing and work with groups so it's not something I'm able to do in our system but I will make sure you were on the phone with someone that can help you.
[CUSTOMER][NEUTRAL] OK, and you guys don't have even though I'm billing.
[AGENT][NEUTRAL] Well, you're
[CUSTOMER][NEUTRAL] I do get the
[AGENT][NEUTRAL] Yes ma'am, you're direct pay because you pay it might, you might be part of a group but you pay directly so that would be uh something that they would have to take care of for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] OK, just one moment and I will um I'll tell you what, let me, can I have a uh callback number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh-huh [PII].
[AGENT][NEUTRAL] OK. All right, one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in billing. How are you?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][NEUTRAL] I'm well. I have a customer on the phone. Her name is [PII]. She, she, uh, said she faxed over some paperwork to authorize auto draft and uh received paperwork in the mail, thought it got crossed and said she disregarded it because she thought, you know, I faxed it. I don't have to do that. Her policy has since been lapsed, I guess due to nonpayment, but.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I'm not 100% sure of all the lingos, but she wants to get this fixed. She wants to make sure that um everything is fixed and paid and reactivated.
[CUSTOMER][NEUTRAL] Oh goodness, OK, what's Ms. [PII]'s policy number?
[AGENT][NEUTRAL] OK, she's got 3, but one of them is 236-528-8.
[CUSTOMER][NEUTRAL] You know, girl, it could be lined up in their folders, you know, or it could be in the faxes I see too out here it's not been done yet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I don't know when she sent it, but she said that she received the paperwork dated [PII] that she needed to send it back and
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] The policies lapsed as it's 111.
[CUSTOMER][NEUTRAL] Uh hold on one second let me get her pulled up and
[CUSTOMER][NEUTRAL] Oh goodness, 236-528-8.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, is it [PII] or [PII]?
[AGENT][NEUTRAL] Pam
[CUSTOMER][NEUTRAL] Bam.
[CUSTOMER][NEUTRAL] OK, put Miss, right.
[AGENT][NEUTRAL] And I've, I've already verified her address and phone number and the phone number on the screen is her callback number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, wait.
[CUSTOMER][POSITIVE] Wait, wait, this is one of those funny little groups. Oh, I think like CWA local. Oh my goodness, hold on.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on, I'm trying. Oh my goodness, what is it about this? I'm trying to think if there's anything weird about these CWA's or not.
[CUSTOMER][NEUTRAL] CW
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know how we have all these
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Funny little groups.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] I may have just tell her I'll call her back and review it. I'm not kidding. I'm not sure. um, OK, put Miss [PII] through. Did you verify any information real quick? I didn't think to ask you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] She, yes, ma'am. Her uh address, phone number, and then she's even um verified her account and routing number.
[CUSTOMER][POSITIVE] OK, wonderful. You're awesome. Thank you, dear.
[AGENT][NEUTRAL] Alright, hold on one second.
[AGENT][POSITIVE] Hi, [PII]. This is [PII]. I've got [PII] on the phone and she's gonna give you the assistance that you need, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you, thank you for calling APO bye bye.