AccountId: 011433970860
ContactId: 1b8f5aba-a319-4cbf-91fc-01202a349ace
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 654099 ms
Total Talk Time (AGENT): 330923 ms
Total Talk Time (CUSTOMER): 296942 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1b8f5aba-a319-4cbf-91fc-01202a349ace_20250121T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing good how about yourself?
[CUSTOMER][NEUTRAL] Well, I'm fine. Long time no talk to.
[AGENT][POSITIVE] I know, right? [PII]. I don't think I talked to you this year yet.
[CUSTOMER][POSITIVE] [PII]. It was [PII], but yeah, you know, hey.
[AGENT][NEUTRAL] What you got for me girl.
[CUSTOMER][NEUTRAL] Uh, I have an insured and her son on the line. Um, her policy number is 2559343 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and again, I verified everything. She's on the call and her son [PII], and they're calling to.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] See when to make sure her account is straightened out because apparently we had there was a number wrong somewhere but that's been corrected.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] There's only one note that I saw about it's gonna be set up for additional draft.
[AGENT][NEUTRAL] It is set up, but it just look out, yeah.
[CUSTOMER][NEUTRAL] But don't anyway, so they were just wanting to know when that's gonna be and you know, for how much and verify exactly which month it looks like it's gonna be 3 months.
[AGENT][NEUTRAL] It's gonna be 4 because by the time it dry, yeah.
[CUSTOMER][MIXED] 4 total of 4, the 3 back and the next one. OK, but I didn't get into those leads with them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no problem. um, what's the callback number?
[CUSTOMER][NEUTRAL] Because I wasn't sure, but they're fully verified and the number in the system would be the one to call them back on and his father, just so you know, in case they bring it up, his father also has a policy. They were both teachers, uh, Mr. Ms. [PII], we've his policy is fine and we've already gone over that information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um but anyway, so it should just only be this policy that they wanna talk about.
[AGENT][POSITIVE] OK, send him over. Thank you.
[CUSTOMER][NEUTRAL] OK, alright, [PII], thank you. Oh, and I did email her the OSC information as well.
[AGENT][POSITIVE] All right. Thank you so much.
[CUSTOMER][POSITIVE] OK. You're welcome. Have a good afternoon.
[AGENT][NEUTRAL] You too, hun.
[CUSTOMER][POSITIVE] Alright, thanks. Bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good afternoon, Mr. and Mrs. [PII]. How are you guys doing today?
[CUSTOMER][NEUTRAL] trying to stay warm.
[AGENT][NEUTRAL] Yes, ma'am. I understand completely. I've got your information pulled up and the representative that transferred you stated that you were inquiring about your bank draft information and just wanted to make sure when that next draft was coming out and how much that premium would be.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so it does appear that we've got everything straight now and you guys are actually scheduled to come out um in February for the next draft, and that's gonna be for October, November, December and January, but since it's coming out for [PII], that's gonna be a total of 5 months.
[AGENT][NEUTRAL] Um, because you're only paid to October right now, I guess during the little mishap with your account.
[AGENT][NEGATIVE] It didn't get paid current, so that's why we're having to pull so much. So that total will be $99 even.
[CUSTOMER][NEUTRAL] OK um.
[AGENT][NEUTRAL] And that'll be a one time thing.
[CUSTOMER][NEUTRAL] Oh right, but she was, she did pay though in October. I'm looking at their, uh, bank, uh, statements, and there is an [PII].
[CUSTOMER][NEUTRAL] Uh, from American Public Insurance premium for 3960. So that would be my dad's and my mom's, if they're both [PII] each, so she should be good for October though.
[AGENT][NEUTRAL] October came back. October came back more than once. It came back on [PII], well, excuse me, it was pulled on [PII]. It came back on [PII], and then in [PII], we tried to pull October and November and December, and it came back again on [PII], so that's why, and then from December.
[AGENT][NEUTRAL] We didn't pull anything after December. We attempted to pull it again in January, and that was just for the October, November, and December premium, but it came back on the [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, I'm just looking at their checking statement to see if uh.
[AGENT][POSITIVE] Oh, that's fine. Take your time.
[CUSTOMER][NEUTRAL] Um, yeah, because I remember they got a letter like in August or September saying they could continue the coverage if they wanted to and that they just had to, uh, you know, submit their banking information. So the only thing I can think of is that when, when my dad did his, my mom did hers, that my dad's was fine, but hers either a number was written down wrong or something on the form. And so then she got a letter in November saying that the um.
[CUSTOMER][NEUTRAL] It said your bank draft for the premium due [PII] has been returned with the notion invalid account number and uh if you've changed banks please basically just fill out this form again, which shows she did um but like I said, the, um, I get that it says that it has been returned with for the [PII], but I don't see like a credit of.
[CUSTOMER][NEUTRAL] $19.80. I just see the 3960 for [PII].
[CUSTOMER][NEUTRAL] And that's it.
[AGENT][NEGATIVE] You might have to check with her bank, but it does show that we, we did attempt to take it several times and each time we try, tried to take it, it kept coming back and actually most of the time after the second time we do that, we actually terminate the policy and send out a letter and we generally request for money order or check to be mailed in to get it caught up, but I guess due to the circumstances of the number being transposed, like you said, um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] We were really just trying to fix it because it was a clerical error on our end and to keep it going, and we did attempt to do that again in January, um, and that one came back as well on the [PII]. So it looks like from November up until now we've been trying to get all the premium, but every time we did, it kept coming back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, alright, well, we'll just, I mean, it just to get it straight or correct or whatever, we'll go ahead and, you know, pull, I guess you said 5 months.
[AGENT][NEUTRAL] Yes, and this will be a one time thing, um, after February it's gonna pull on [PII]. You'll see it within 2 or 3 business days, and that'll pay her all the way to [PII] and then come next month she'll be back at the [PII] of her regular monthly rate. So, um, as long as this one doesn't come back and [PII] says she verified the account number with you guys, but let me just make sure because due to the history of it, I just wanna make sure we've got everything correct so I don't keep being an issue for Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Yeah, cause it's the same as my dad's and his was, has been fine ever since, you know, they had to uh submit whatever, uh, and it was either in August or September before October and um I don't know, I guess, uh.
[CUSTOMER][NEUTRAL] I guess it was two separate forms and one of his was correct and hers was um so I mean if you could you can verify the account number or you can also pull up my dad's and and you know it's the same exact checking account it's a joint checking.
[AGENT][NEUTRAL] OK, I'm gonna pull it up. Give me just a second. Let me make sure. Yeah, which [PII] told me that the account for your dad was fine. It was just this one.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] What's your dad's name if you don't mind?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, I just
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wanting to make sure I've got the right policy I'm looking at.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, this is correct, um, so you are in fact correct as far as both of theirs, they are correct now, so everything looks to be verbatim on both.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So again, that draft's gonna come out on the [PII] and then she'll be paid current. Now if it's a little bit too much, we can take one month off, but it's, she'll have to pay that next month on the next month. It's ultimately up to you guys.
[CUSTOMER][NEUTRAL] No, just go ahead and, and, um, do you said it'd be October, November, December, January, February, so it'd be 5 months. Yeah, that's fine. And then, and then of course my dad and then my dad's is [PII] obviously so um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right. In February. Yes, sir.
[CUSTOMER][NEUTRAL] So, so we're looking at 99 plus 1980.
[CUSTOMER][NEUTRAL] And then that'll give them correct moving forward.
[AGENT][NEUTRAL] Right, and then moving forward she'll be at [PII], so.
[CUSTOMER][NEUTRAL] Or March
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, OK, that's fine.
[AGENT][NEUTRAL] Alright, is there anything else I can help you guys with before you go?
[CUSTOMER][NEGATIVE] We just, no, we just wanted to make sure everything was clear. We were back on track because I don't know, maybe I put a number down wrong and I almost mailed it with my husband. I said, well, let's mail them together. They're going to the same place. And my son said, no, you better mail them separate. Put them in different envelopes. They provided different envelopes, put them in different envelopes. So we did. And then when that came back, I went, oh my goodness, I guess I made a mistake on my number or something. So we're OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, and sometimes it's, it's, we have to image that paperwork so once we scan it in sometimes the when it gets scanned in it's not as legible as it was on the original. So you know it could have been either way it could have been just the way the transmission got to. So I do apologize for the confusion, but um from what I can tell you guys should be fine after February everything's good to go and what I'll also do is I'll just follow up, um, I'll say about [PII] just to make sure that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Draft went through and everything's fine because normally we get an immediate response if something's wrong and we can't pull a draft so I can definitely just follow up on it to make sure if you guys would like for me to do that.
[CUSTOMER][POSITIVE] Yeah, let's do that just to be on the safe side.
[AGENT][NEUTRAL] OK, Ms. [PII], I can definitely do that and Ms. [PII] said that your callback number was the one that we had on file just in case we have any issue, I just wanna make sure I can reach out to you by phone, and I'm showing that number is [PII] excuse me, no [PII].
[CUSTOMER][POSITIVE] Correct. That's right.
[AGENT][NEUTRAL] Alright, if we have an issue, I will definitely reach out but if everything's good to go, you won't hear anything from me. Is there anything else I can help you guys with before you go?
[CUSTOMER][NEUTRAL] No, I think that's it. We just wanted to verify and make sure everything was back on par.
[AGENT][POSITIVE] Yes ma'am, I understand completely. Well you guys stay warm and thank you for calling APL you guys have a wonderful day as well.
[CUSTOMER][POSITIVE] OK you too thank you bye.
[AGENT][POSITIVE] Thank you. Bye.