AccountId: 011433970860
ContactId: 2210ec09-a831-4ba3-ace8-335a5f2a0432
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 896900 ms
Total Talk Time (AGENT): 286058 ms
Total Talk Time (CUSTOMER): 318598 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/2210ec09-a831-4ba3-ace8-335a5f2a0432_20250618T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, calling from [PII]. I was calling to, uh, check on, uh, can you, can you tell me if my if I I'm pretty sure that I had sent my, my money in from uh.
[CUSTOMER][NEUTRAL] Uh, interest on my loan that I had gotten there, can you let me know if they.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You know if that was if you already received that.
[AGENT][NEUTRAL] OK, let me see what I can find Mr. [PII]. Um, may I have a callback number just in case we get [PII]. OK.
[CUSTOMER][NEUTRAL] Mr. [PII], it's, it's, it's [PII]
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, hold on one second here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 626-824
[AGENT][POSITIVE] OK. Thank you, Mr. [PII]. One moment.
[AGENT][NEUTRAL] Right, and for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII]. I don't have an email.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect, yes. Thank you. All right, and let's see.
[CUSTOMER][NEGATIVE] I'm pretty sure I had mailed that off, but I just wanna be, you know, be for sure so no interest won't keep accumulating on that thing.
[AGENT][NEUTRAL] Yes, I understand. OK, so let me go ahead and get the correct um department on the line so they can assist us with this information. OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me Mr. [PII]. OK, so it looks like you, the pay date is [PII]. That's when you have to make your other payment.
[CUSTOMER][NEUTRAL] You talking about the interest.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so it was paid for the, for this, you know, for [PII], huh?
[AGENT][NEUTRAL] Yes, it was. Mhm.
[CUSTOMER][NEUTRAL] OK good and next one is uh uh and when you say in what what month?
[AGENT][NEUTRAL] [PII] it's gonna be your next payment.
[CUSTOMER][NEUTRAL] Is that the interest?
[AGENT][NEUTRAL] I'm looking at the interest, yes.
[CUSTOMER][NEUTRAL] Oh OK because I know I, I, I know that I pay uh.
[CUSTOMER][NEUTRAL] I pay my insurance, uh, well they drafted out of my bank every 6 months because I.
[AGENT][NEUTRAL] Oh yeah, that's different. Mhm.
[CUSTOMER][NEUTRAL] You know, uh
[CUSTOMER][NEUTRAL] And, and I'm trying to see if they got that because I, I think they, I think that's due in November. I'm the I'm wondering if they got that confused, you know.
[CUSTOMER][NEUTRAL] I cause I pay my.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I pay every 6 months. Last one I paid was in May, I think it was.
[CUSTOMER][NEUTRAL] That they drafted at the bank.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You mean for the premium payment or for the interest?
[CUSTOMER][NEUTRAL] Well, well, I'm saying that that.
[CUSTOMER][NEUTRAL] Oh, my premium payment, I, I, they, they take that out every 6 months, the premium payment of $90 something dollars I think it is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's, that's different. Mhm.
[CUSTOMER][NEUTRAL] Every 6 months
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So the interest is there that is due in [PII].
[AGENT][NEUTRAL] OK, let me check because I see that as payment received was.
[AGENT][NEUTRAL] amount.
[CUSTOMER][NEUTRAL] They usually send that out to me a statement I think in December for the anniversary, you know, for the, uh, interest on that loan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, it looks like it's the, it's in November, and based on what I'm seeing here on the history, it's usually November, the last days or the last week of November.
[CUSTOMER][NEUTRAL] That's for the interest on the loan.
[AGENT][NEUTRAL] Mhm, yes, yes. And then the payments are usually posted on the beginning of the year, from what I see here.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But my every 6 month payment on my on my uh.
[AGENT][NEUTRAL] Yeah, that one is drafted.
[CUSTOMER][NEUTRAL] Insurance, that's.
[AGENT][NEUTRAL] Mhm. That's every 6 months. Yes. Mhm.
[CUSTOMER][NEUTRAL] Right, right, and that's drafted in November too, huh?
[AGENT][NEUTRAL] Um, let me see if he's gonna be drafted in November. Bear with me. It's a different site. One moment.
[AGENT][NEUTRAL] OK, we go back to that.
[AGENT][POSITIVE] Yeah, that one is it's gonna be um drafted in November, correct.
[CUSTOMER][NEUTRAL] OK, that's what I thought OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but anyway, the interest is paid for no uh for uh 2024, right?
[AGENT][NEUTRAL] Yes, for [PII], you did pay that interest. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, good. OK, I'm just curious about that, and I want to make for sure like I said, I didn't want that interest to accumulate, you know, and it wasn't paid, but I, but I knew I had, you know, send it in and everything for the payment on it, but I just want to be for sure.
[AGENT][NEUTRAL] OK. The, the last, again, the last thing we received was the, the one that you processed, uh, we processed on [PII]. Did you send the one for the beginning of this year of [PII]?
[AGENT][NEUTRAL] Or you have not seen that one?
[CUSTOMER][NEUTRAL] What's that? That that's on what? [PII].
[AGENT][NEUTRAL] The interest, the interest.
[CUSTOMER][NEUTRAL] Well, the interest on that don't for [PII] don't come out to to the uh what December, right?
[AGENT][NEUTRAL] No, the, we do the calculation of the interest in November. The last week of November is when we calculate the interest and then uh you go ahead and send in the payment on the beginning of the year.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So let me give you the history. So, OK, so basically you started this on um [PII].
[CUSTOMER][NEUTRAL] So you
[AGENT][NEUTRAL] OK, so the first payment that we received for the interest was [PII], but it was in the beginning of the year. And then every beginning of the year you're sending us that interest. The last interest that I got here that we credited to your account was on [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then we send the interest letter with how much it has to be for the interest for [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So is my, so what I'm asking is is is uh.
[CUSTOMER][NEUTRAL] Is my interest caught up on that right now?
[AGENT][NEUTRAL] Not for [PII]. You're paid up into 2024, so you're due for 2025.
[CUSTOMER][NEUTRAL] I, I've sent
[CUSTOMER][NEUTRAL] But OK, I'm due for 2025, OK, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They haven't sent that one out yet, have they?
[AGENT][NEUTRAL] Yes, they did. Um, we send that on the last month, um, the last week of November is when we send that interest letter, how much the payment was gonna be.
[CUSTOMER][NEUTRAL] I sent, I sent, I sent, do y'all have an office in [PII] or somewhere like that?
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] OK, I sent a payment in because they had sent me something from there, you know, with, with a, with a self enveloped uh address on it and everything to send that interest payment in to, oh, you know, to that to that mailing address and that's why I sent it to.
[AGENT][NEUTRAL] OK, how much did you send and did you have like a check number?
[CUSTOMER][NEUTRAL] How much do I send?
[AGENT][NEUTRAL] Uh-huh. How much did you send?
[CUSTOMER][NEUTRAL] It was a
[CUSTOMER][NEUTRAL] I'm trying to think, it, it may have been a uh.
[CUSTOMER][NEUTRAL] I know, let me, let me, let me, uh.
[CUSTOMER][NEUTRAL] I got to, I have to look in my, in my receipt box and everything, you know, try to find it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh I'm just trying to see if I can get you know find that because I got it in my box and I'm gonna have to look in there.
[CUSTOMER][NEUTRAL] In that box with the receipts and stuff and I let you back and let you know what how much it was and I when I send it and everything, uh.
[CUSTOMER][NEUTRAL] Let me call you right back and speak to you. You gotta wait when I call you back at, you'd be the one to answer the phone. Uh, I would like.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Probably more than likely it is gonna route over to me um if I'm not available, I'll go ahead and make a note that you're trying to find out if the payment was posted and I can put a note of what I see here.
[AGENT][NEUTRAL] Um, but yeah, if you can find the payment, um, the payment usually again is processed in the first month of the year. So if you can find a payment for that first month of the year of [PII] and give us the information so we can see if we can find that payment because right now we don't have any [PII] payments.
[CUSTOMER][NEUTRAL] Yeah, I understand what you're saying, but I, I wanna speak to you when I find it, you know.
[AGENT][NEUTRAL] Yes, you can ask for me. My name is [PII]. Yes, mhm.
[CUSTOMER][NEUTRAL] Hold on, let me, uh,
[CUSTOMER][NEUTRAL] Write your name down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What's your, what do you have do you have a number where I can call directly to to your phone?
[AGENT][NEUTRAL] No, we don't have a direct line. It is the [PII].
[CUSTOMER][NEUTRAL] Uh-huh, and as for who, but I know a, a, an answering machine come on, you know, you may pick up and somebody else may pick up, you see what I'm saying.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, if somebody
[CUSTOMER][NEUTRAL] And if somebody else pick up then I just ask, I just ask for you if somebody else pick up.
[AGENT][NEUTRAL] For me. Yes. Yes, mhm.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] What you
[CUSTOMER][POSITIVE] It's a well
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's that so
[AGENT][NEUTRAL] So, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just ask for you when I dial that number back when I sign it then ask for so.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK ma'am, I'll do that. Do you have an extension I can dial to your number once it?
[AGENT][NEUTRAL] We don't have a specific extension, no. Mm mm. It's just the one I had. You just ask for me, OK?
[CUSTOMER][NEUTRAL] Extension or something.
[CUSTOMER][NEUTRAL] OK, just ask for soil, OK.
[CUSTOMER][POSITIVE] OK, I'll do that as soon as I find it and then I'll call you back.
[AGENT][NEUTRAL] OK, Mr. [PII]. I'll be waiting for your call.
[CUSTOMER][POSITIVE] Thank you so
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.