AccountId: 011433970860
ContactId: 1c6fae44-7a71-49c9-af2a-bb220340ca77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629450 ms
Total Talk Time (AGENT): 221944 ms
Total Talk Time (CUSTOMER): 290789 ms
Interruptions: 6
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1c6fae44-7a71-49c9-af2a-bb220340ca77_20250604T20:54_UTC.wav
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[CUSTOMER][NEUTRAL] need to be here in case she says.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, [PII], how are you? Uh, my name is [PII] and I sent in a bank change, uh, I was dealing with [PII], and, um, we confirmed that the account had been changed and then I got a notice of that the uh bank draft didn't go through.
[CUSTOMER][NEUTRAL] And um because it said the account was closed, so I'm wanting to verify if you can, what is the account number that you have on record?
[AGENT][NEUTRAL] OK, and [PII], um.
[CUSTOMER][NEUTRAL] And uh you might need a
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Policy number
[AGENT][NEUTRAL] Uh, first, can I go ahead and get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[CUSTOMER][NEUTRAL] 408-706-6
[AGENT][NEUTRAL] And yes, sir, the policy number?
[CUSTOMER][NEUTRAL] 73193
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Well, now I'm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Great thank you so much.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] 692.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] I don't know where this policy number came from.
[CUSTOMER][NEUTRAL] That may have been the problem, the cancer.
[CUSTOMER][NEUTRAL] Uh, [PII], this is, this is [PII]'s wife. I'm standing here. I'm wondering about the policy number because initially we had a cancer policy and an accident policy. We canceled the cancer policy and we've kept the uh accident policy so we have another policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, if that's not coming up.
[AGENT][NEUTRAL] That number that he gave me was the accident policy. Um, I did see that you had another policy with us. Um, it looks like
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Both of these policies are no longer active, but let me see what's going on, um, because I did see the cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] OK, yeah, we, we did cancel that one and the notice we got that said it went to a bank closed, I bet it looks like it has the cancer policy number the 170692. That's the cancer policy. Oh it's not. Oh, that's the accident policy, my bad.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, the 773193 is the accident policy.
[AGENT][NEUTRAL] Um, let's see here.
[CUSTOMER][POSITIVE] 393. Excellent. Mm.
[AGENT][NEUTRAL] And were you paying that through your employer?
[CUSTOMER][NEUTRAL] Uh, no, to a bank draft.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And did you, uh, and who did you send the, um.
[AGENT][NEUTRAL] Sorry, I lost my train of thought there. Uh, what bank did you want it to be coming out of? because I know he wanted me, he wanted to verify what it came out of. What was the bank name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It was Priority One Bank.
[AGENT][NEUTRAL] And what's supposed to be the correct one?
[CUSTOMER][NEUTRAL] No, the bank is the account number.
[AGENT][NEUTRAL] Because that's not the bank name that I'm seeing that it's coming out of right now.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, that's a problem because even
[AGENT][NEUTRAL] That, that could be why.
[CUSTOMER][NEUTRAL] Yes, because even the old draft that we were getting before was still with Priority One Bank.
[AGENT][NEUTRAL] OK, yeah, because I have Citizen State Bank.
[CUSTOMER][NEUTRAL] Um, it's been.
[CUSTOMER][POSITIVE] Whoa, we've never used that and that's the one.
[AGENT][NEUTRAL] Uh, can you verify your, uh,
[AGENT][NEUTRAL] The bank routing number.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK, that is correct. Um, Citizen State Bank, it sounds like that's just the, the higher up entity is, is what I'm thinking because that's the, that's the same bank routing number.
[AGENT][NEUTRAL] Um, I would definitely, uh, I'll go ahead and help you take care of this as best as I can, but I would go ahead and call your bank and make sure, um, that that that you gave the correct routing number and just let them know we're seeing it a Citizen State Bank. Maybe they changed their name, um, but that's the that's the one that's pulling up.
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, what about the bank accountant?
[AGENT][NEUTRAL] And then what was the account number that you said?
[CUSTOMER][NEUTRAL] Well, you know, we have several of these and
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's the one we want it to go to.
[AGENT][NEUTRAL] OK, and I am seeing that one and you're saying that it didn't.
[AGENT][NEGATIVE] It didn't pull up properly?
[CUSTOMER][NEUTRAL] Well, we got a letter from APL saying that um it's been returned, it was returned by the bank mark account closed.
[CUSTOMER][NEUTRAL] So I wonder if it went to the citizens. I don't know.
[AGENT][NEUTRAL] Yeah, um, I would contact your bank and I would verify the bank routing number.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Um, and the bank name, um, since we're having a discrepancy with that too, mhm.
[CUSTOMER][NEUTRAL] Well [PII], I know that's right, we've done banking with them for 40 years and that is the routing number I know it by heart and I'm looking at it right here uh so I, I honestly, I don't know why that would come up, um, but you know I, I will call them and just check is there an issue with that all of a sudden um. But it also says on your letter, uh, that we only have 31 day grace period.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um. This day to 5:28 so we're good though. It must pay the past due premium of $21 so it looks like.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 22 charges on that.
[AGENT][NEUTRAL] Yeah, and did you get a, you got an email or I'm sorry, you got a letter about, are you wanting to port your policy?
[CUSTOMER][NEUTRAL] Right, because it's been 20 minutes.
[CUSTOMER][NEUTRAL] Are we gonna, we wanna, we wanna keep it, uh, we intended for it to be drafted, but you know we initiated the paperwork back in March, I believe, and then we verified with, yeah, on March of this and then we verified with your representative named [PII] on 4 on [PII] that yes it was going to the correct account [PII] which is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, but I looked back yesterday and it has not been drafted yet out of that account, so I'm wondering if the $21 is, is for two months because it hadn't been drafted, but we didn't get any notice until this letter dated [PII].
[AGENT][NEUTRAL] Right. Let me see something real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment. Let me see if I can get a little bit more on this. You're welcome.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Alright, it looks like I'm gonna need to give you, get you someone from customer service um would you like a call back?
[CUSTOMER][NEUTRAL] Um, can you, yeah, that'd be fine, yeah, that'd be fine. Do you know who it's gonna be?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, no, but I can see in the notes that someone, um.
[AGENT][NEUTRAL] Had previously tried to work on this and so uh I'll put it in there and they will be able to see the notes and they can contact the person who who tried to work on this uh I will go ahead and get you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, in the meantime
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Uh, I will go ahead and put it in the notes on your file, uh, that you reached out to us, uh, trying to pay that, um, if you would like for now so that you, you don't miss your port policy, um, if you'd like I can transfer you to billing and you can go ahead and pay that over the phone or are you OK waiting until we get this resolved?
[CUSTOMER][NEUTRAL] I, I would just say let's wait until we get it resolved.
[AGENT][NEUTRAL] OK. OK, I just wanted to make sure, um, because like I said, you do have, yeah, you do have 31 days from the time uh you got that letter. So, uh, if you don't hear back from us by the end of the week, go ahead and give us a call back next week, OK?
[CUSTOMER][POSITIVE] And I, and I appreciate the option. Yeah, thank you.
[CUSTOMER][NEUTRAL] OK. We're still with.
[CUSTOMER][POSITIVE] OK, sounds good and we appreciate your help, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, any time is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's good. Uh, we'll just wait for a callback.
[AGENT][POSITIVE] All right, well thank you so much for calling APL. I hope you all have a great day.
[CUSTOMER][POSITIVE] OK. Thank you too. Bye-bye.
[AGENT][NEUTRAL] Alright bye.