AccountId: 011433970860
ContactId: 10de498e-dd37-4f5e-9330-876a47a61b3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261798 ms
Total Talk Time (AGENT): 105759 ms
Total Talk Time (CUSTOMER): 131074 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/10de498e-dd37-4f5e-9330-876a47a61b3f_20250410T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, ma'am, um, I noticed that my payment that I do every month when it went through, it said they were insufficient funds, so I called my bank and anyway, I don't know if it crossed before my husband's pay period or what it's never done that before and I wanted to make sure it got cleared up or not with my bank for, for y'all to make sure that's still on track.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I can definitely help you out with that. Uh, is it for your your, uh, personal policy?
[CUSTOMER][NEUTRAL] It's for my cancer policy.
[AGENT][NEUTRAL] OK, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, my personal cousin.
[CUSTOMER][NEUTRAL] I can pull it up. I do not have it memorized. Let me see if I can pull it up for you.
[CUSTOMER][NEGATIVE] Sometimes I can get right to it and it opens and sometimes it doesn't.
[CUSTOMER][NEUTRAL] Yeah, I see.
[CUSTOMER][NEUTRAL] I don't log in it in it very often, only when I need to send in claims and let's see, OK, this should be it, but let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, go to the top and go to, I guess I just go to sign in to get it right.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, I can look it up by the social.
[CUSTOMER][POSITIVE] Oh OK great thank you so much.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] What's the social?
[CUSTOMER][NEUTRAL] The social is [PII].
[AGENT][POSITIVE] Thank you, and your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you [PII], can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII]. I have overdraft protection, and it's weird, because I could have transferred from savings if I needed to, but it didn't say that. I don't know, it said that it was returned. And usually, if it's returned, my bank will cover it. I mean, especially if it was one day, like it was saying, but it was really.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, what is, um, your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Thank you and uh what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. OK, so we, let's see, you have a bank draft and it was returned to your bank as NSF and you're just wanting to make sure everything is still good on our end, is that correct?
[CUSTOMER][NEUTRAL] Yes, and it's so weird because it does show that my bank took out a $30 overdraft fee for it. But then it shows that it was returned and the bank, I guess, put it back in there, because it was a returned whatever from y'all.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can definitely take a look at that for you. Let me look and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that was done on the [PII] and then.
[CUSTOMER][NEUTRAL] Oh, was that on the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Wasn't sure what day it was.
[AGENT][NEUTRAL] Uh, well, we, on, on our end, we drafted on the [PII] and I'm not seeing where anything has been returned to us at this moment. It could be that it comes in today, um, or crosses over today, um, so [PII], the only thing I can suggest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't want there to be a lapse in my policy.
[AGENT][NEUTRAL] Right, the only thing I would suggest at this moment is um you can either give us a call back a little bit later on this afternoon once all of our bank stuff comes through or give us a call tomorrow and check on it again um because as of right now nothing's been returned to us so everything is still good with your policy.
[CUSTOMER][NEUTRAL] OK, and I'm taking one more look at my bank. OK, alright, well thank you ma'am.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I'll give you a call either later this evening or tomorrow. Thank you.
[AGENT][POSITIVE] All right, wonderful. Thank you, [PII], and you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh you, bye-bye.