AccountId: 011433970860
ContactId: 18becca2-8fbc-49b6-9148-984370279939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 845450 ms
Total Talk Time (AGENT): 308899 ms
Total Talk Time (CUSTOMER): 427386 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/18becca2-8fbc-49b6-9148-984370279939_20250321T12:14_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] in [PII]. I have called over and over and over again to you and to find out what is going on. On [PII],
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] 2024 was the last time my uh money was taken out of my checking account for $19. And I've called constantly, my, my uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what do you call it? Contract was renewed and I still have not had any money taken out of my account since October.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's take a look at that [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] My policy number is 00453704. And the last time they
[AGENT][NEUTRAL] Can you give me a
[AGENT][NEUTRAL] Can you give me a good phone number just in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what I'm gonna do now is pull up your file and take a look at it and see.
[AGENT][NEUTRAL] Um, and then we can get you taken care of.
[CUSTOMER][NEGATIVE] The last thing she told me is that they were gonna take $38 out and it was gonna be within, you know, might be a little longer, but be patient, but it has not come out. I've called my bank and they have no
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] No record of any more money coming out from
[CUSTOMER][NEUTRAL] From my account to you.
[AGENT][NEUTRAL] OK, let's let's get you verified, [PII], and then we can proceed in looking at what's going on with your premiums, OK? If you can verify your date of birth and your mailing address please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]. And my uh address is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what is your email address on file?
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying. Give me one moment, let me take a look at the notes and then you're in complete file. Let's see what might be going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spoke to an [PII] when I renewed my contract. I have it sitting right here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the last time you called I'm showing it was [PII]. Did you all go over your routing and checking account information?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Yes, I'll give it to you again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is that Harbor Federal?
[CUSTOMER][NEUTRAL] No, PNC.
[AGENT][NEUTRAL] What is the, what is the transit number or the routing number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that is what we have.
[AGENT][NEUTRAL] Now let me take a look.
[CUSTOMER][NEUTRAL] And it is a PNC [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so currently I'm showing that your your premiums are paid through the end of this month.
[AGENT][NEUTRAL] Through the end of March.
[AGENT][NEUTRAL] And so are you looking to, so it looks like your premiums are generally deducted around the.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] First, now, how can they do that? and they haven't even showed up in my account, in my checking account. And they keep saying, well, you're paid up, you're paid up. And then they said they, it wasn't since February and March that they were gonna take out $38 and then keep going.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we did, we did, and we did.
[AGENT][NEUTRAL] We did.
[AGENT][NEUTRAL] And so you
[CUSTOMER][NEUTRAL] I have no record of my checking account though.
[AGENT][NEUTRAL] Yeah, is it, is it, um, is it $19 a month?
[CUSTOMER][NEUTRAL] Yes. And you were gonna take out 38 and I haven't, it hasn't shown up.
[AGENT][NEUTRAL] OK, so I'm showing.
[AGENT][NEUTRAL] We did.
[AGENT][NEUTRAL] Yeah, for February and March that has been done. [PII].
[CUSTOMER][NEUTRAL] When did you
[CUSTOMER][NEUTRAL] [PII] is when you did it, huh?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And it's a, it was
[CUSTOMER][NEUTRAL] And you took out how much?
[AGENT][NEUTRAL] It's a total of 38, but $19 was for your February month and then 19 was for your uh March month. So generally you would probably see $19. This time you might see $38 for the two months.
[CUSTOMER][NEUTRAL] Yes, that's what I was looking for, and I haven't gotten anything out of it. Let, let me like.
[AGENT][NEUTRAL] So can you
[AGENT][NEUTRAL] No, it was drafted on the [PII].
[CUSTOMER][NEUTRAL] OK, well, let me look again and the bank says they had not received anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking at it.
[CUSTOMER][NEUTRAL] OK, just a second, let me pull it up here on my.
[AGENT][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] OK, I'm gonna sign in.
[CUSTOMER][NEUTRAL] So it'd be a little bit later anyway.
[AGENT][NEUTRAL] Now that's when we uh yeah that's when we, we drafted it now as far as the time frame as to when the bank, you know.
[CUSTOMER][NEUTRAL] So it would be if it wasn't the [PII], it would be.
[CUSTOMER][NEUTRAL] We're all that.
[CUSTOMER][NEUTRAL] Would it be 37 or 2727.
[AGENT][NEUTRAL] March [PII].
[CUSTOMER][NEUTRAL] January 3, 37. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] And it's no, nothing. 50 came out on the [PII] and 263 on the [PII]. And if I go, you know, a little bit later, like [PII], there is nothing for $38.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is it
[CUSTOMER][NEGATIVE] Absolutely nothing. And the bank has no record of it.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] This is a dental policy, right?
[CUSTOMER][NEGATIVE] Yes, that's why I'm concerned because you can't get that policies hardly anymore. They're too expensive.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm showing your current.
[AGENT][NEUTRAL] I'm showing you current and I show that you drafts done our system says [PII], um, it was for $38.19 dollars was applied to February and $19 was applied to your March, the month of March.
[CUSTOMER][NEUTRAL] Yeah, well, that's what they keep telling me, but the bank says they had did not read anything from APNL or APL.
[AGENT][NEUTRAL] And today is the [PII].
[CUSTOMER][NEUTRAL] 319, 319, 314, Nothing for 38. There's one to Clements for 38. That confuses me all the time, but it says, you know, um Clements, pest control. Clements pest control for 38, and that was on the [PII]. So I don't have anything else.
[AGENT][NEUTRAL] It's, it's what?
[AGENT][NEUTRAL] What does it say?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For $38.
[CUSTOMER][NEGATIVE] Absolutely nothing.
[AGENT][NEUTRAL] OK, so now what I'm going mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So what do I do? Wait until April now on the [PII] and get my $19?
[CUSTOMER][NEUTRAL] So I don't wanna cheat you either.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, [PII] on our end I'm showing that it was drafted so I don't know if it's an issue with the bank I'm showing it drafted and we verified your checking and routing number which is correct.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] But there is no $38 in my checking. Where else would I have had it taken out? It would have been right where the number is, my checking account.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, the only other thing I can do is get you over to our billing team and perhaps they can communicate with your bank. I don't know if that's something that they generally do.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I doubt it.
[AGENT][NEUTRAL] Yeah, because, you know, it's protected information.
[CUSTOMER][NEUTRAL] Cause I just called them. I just talked to him this morning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, maybe I'll just wait and see if it works on April now. Give it a little more time.
[AGENT][POSITIVE] Give it a little bit more time because you know, because I, I show that it's been.
[AGENT][POSITIVE] Yes, I, I would suggest that as well. I agree because I'm showing it has been drafted.
[CUSTOMER][NEUTRAL] OK. Uh, and then you no reason why it wasn't for to be.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] And like crying because you didn't, I didn't spend any money, right?
[AGENT][NEUTRAL] Right, let me see, let me.
[CUSTOMER][NEGATIVE] I just don't know. I can't, I'm afraid I'm gonna lose my policy or something, you know.
[AGENT][NEUTRAL] No, no, no, let me, do you mind if I place you on a brief hold?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. Can you look at a policy with me? Um, it's regarding a premium, um, that the.
[AGENT][NEUTRAL] Insured said it hasn't posted to her account, but I'm showing that we took the payment um it's policy 453.
[AGENT][NEUTRAL] 704.
[AGENT][NEUTRAL] Should be for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] C4.
[CUSTOMER][NEUTRAL] Alright, I can put a note in this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I put the wrong number in. I don't know where my brain is this morning.
[CUSTOMER][NEUTRAL] 453-704, I put 753.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And did she send it in or did she?
[AGENT][NEUTRAL] I think it's drafted it. It's strapped it. I have a question for you on the, under the, I'm on the BQPHI screen under the action field. It says COIND.
[CUSTOMER][NEUTRAL] Was she drafted or?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then like for the there's a SB DFT. I know that means something draft. What does the COIND mean?
[CUSTOMER][NEUTRAL] That's when they apply in in billing.
[AGENT][NEUTRAL] OK, so we drafted, so did we draft it on [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then applied it on [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it, well, I was gonna say it takes a couple of days to get to her bank, but it's been more than a couple of days and it did draft for, yeah, it did dry for 2 months because she had an NSF last month.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] 38.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Right, so her draft would have read 38 this time instead of [PII] and so [PII], I mean [PII], she said she doesn't see it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, in her account as being drafted.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It shows it has um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But uh you may need to get with [PII].
[CUSTOMER][NEUTRAL] Uh, because supervisors can they have a report that shows the drafts because I know we've had some problems with this over the last year with them showing it in here but not actually drafting.
[AGENT][NEUTRAL] So because it's a billing question, can I, can I let this call come to you and then you get, you know, discuss it with [PII]?
[CUSTOMER][NEUTRAL] OK, because I'm not in billing, but um.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It's mode of payment, so billing handles mode of payment too as well.
[CUSTOMER][NEUTRAL] So, yes.
[CUSTOMER][POSITIVE] No, um, customer service desk, you're right, you're right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, but yeah, yeah, you can, you can transfer her and I, I'll get with [PII] and call her back.
[AGENT][POSITIVE] OK, I appreciate it.
[CUSTOMER][NEUTRAL] And what is a good callback number for her?
[AGENT][NEUTRAL] It is what's registered on the pad there [PII].
[CUSTOMER][NEUTRAL] OK, I had points taken off because I didn't ask once.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] When y'all transferred me a call and I'm saying but they transferred the call.
[AGENT][NEUTRAL] Oh, well, you know what, we really should be saying that the, the, the caller is completely verified and that I think that'll take care of that and I didn't say that but she's completely verified and then there's the number.
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All [PII]. Um, let me see. I was gonna say something. uh, oh, I can't remember what it was. But anyway, uh, here comes Miss [PII].
[CUSTOMER][NEUTRAL] I've got it. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Yeah