AccountId: 011433970860
ContactId: 24db3005-d6c1-4e00-9327-1a65dfac5eea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342420 ms
Total Talk Time (AGENT): 85868 ms
Total Talk Time (CUSTOMER): 162481 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/24db3005-d6c1-4e00-9327-1a65dfac5eea_20250605T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII]. I'm calling you from Doctor [PII]'s office. Um, I received the monthly premium, but I know last month, uh, I had received some kind of notification that they were gonna start auto debit.
[CUSTOMER][NEUTRAL] So I wanted to find out if they're gonna be doing the auto debit for June or do I need to send in the payment?
[AGENT][POSITIVE] OK, I can help you with that. Um, can I get your name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your group number?
[CUSTOMER][NEUTRAL] Yes. Group is 8018.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[AGENT][NEUTRAL] Can I get you to verify the address and phone number that we have on file?
[CUSTOMER][NEUTRAL] The address is [PII]. And what else did you ask me for the phone number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And can I get you to verify your email, please?
[CUSTOMER][NEUTRAL] It's my name, [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Alright, give me just a moment while I look that up.
[AGENT][NEUTRAL] And you wanted to know if it was for June or July or when they're gonna be taking out the, the payments?
[CUSTOMER][NEUTRAL] Um, I wanna know if they're gonna debit the June payment.
[AGENT][NEUTRAL] OK, give me just one moment, OK?
[CUSTOMER][NEUTRAL] Or if I just send it in. OK.
[AGENT][NEUTRAL] OK. OK, give me just a moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] with the care team. I have an [PII] from group number 80018.
[AGENT][NEUTRAL] And she said she, they got a notice in the mail saying that they were going to start auto drafting, and I don't know how to tell um if it's going to auto draft for June or if they need to pay their June invoice and it's going to become effective July, cause I do see that that's when they're on a renewal hold is starting July.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They got a notice in the mail saying that.
[CUSTOMER][NEUTRAL] There that we are going to start auto drafting. Did the notice come from us or did it come from the agent?
[AGENT][NEUTRAL] Or she
[AGENT][NEUTRAL] Um, I don't know, let me look. She said ACH, which is the same thing, right? Oh, I don't know.
[CUSTOMER][NEUTRAL] Um, because we don't auto draft anything, um, we don't do auto draft for groups.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if you want, I can, uh, you can just transfer and I can ask her, um, but it sounds like it may be something that she got from her agent, not from us, um, but you said her name's [PII].
[AGENT][NEUTRAL] Oh, like the broker.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you need the callback number?
[CUSTOMER][NEUTRAL] OK, yeah, you can go ahead and transfer.
[CUSTOMER][NEUTRAL] Is it the one she's calling from the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, I got it you can go ahead and transfer.
[AGENT][POSITIVE] Alright, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] She need vaccines?
[AGENT][NEUTRAL] Hi, [PII], I have someone from the billing department who's going to help answer that question for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm doing well. So I understand that you got a letter in the mail about auto draft, is that correct?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] Did the letter come from APL or did it come from like your agent?
[CUSTOMER][NEUTRAL] Um, let me see, I don't remember, but I know they were gonna do it last month, but I had sent.
[CUSTOMER][NEUTRAL] I think 2 payments together.
[CUSTOMER][NEUTRAL] The reason I'm asking is because ATL doesn't do auto draft for groups, um, but sometimes the brokers certain brokers will say that because they're paying on your behalf but it's not actually auto draft so it's a little misleading. So that's why I asked him if you could just verify who the letter came from because I'm thinking it may come from your broker.
[CUSTOMER][NEUTRAL] Yeah, you're right, it came from.
[CUSTOMER][NEUTRAL] From the agent.
[CUSTOMER][NEUTRAL] Yeah, so I guess I should reach out to them.
[CUSTOMER][NEUTRAL] Yeah, yeah, just, um, to ask them to like kind of clarify what exactly because it's probably they're going into our system and making a payment on your behalf and they're calling it auto draft, um, I guess that's like a convenience to you but it is a little misleading because APL doesn't actually auto draft for.