AccountId: 011433970860
ContactId: 2a580a40-c73a-4cfa-9d20-c1c2a91d040f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399390 ms
Total Talk Time (AGENT): 181306 ms
Total Talk Time (CUSTOMER): 169386 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/2a580a40-c73a-4cfa-9d20-c1c2a91d040f_20250429T13:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing great, thank you. I've got an insured on the line. Um, her policy number is 1775159.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I verified all information. Um, callback number it's gonna be [PII].
[CUSTOMER][NEUTRAL] OK, she's calling because that it came back on no sufficient funds for her April draft, and she's wanting to know if she can change her draft date to get that called up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, I pulled up the policy, is it 1775151?
[CUSTOMER][NEUTRAL] 5159. I'm sorry.
[AGENT][NEUTRAL] Um, is that correct?
[CUSTOMER][NEUTRAL] Yes, it's 177-5159.
[AGENT][NEUTRAL] 059. OK.
[CUSTOMER][POSITIVE] Yes, ma'am. It's OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's, it's probably my connection, my headset.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and she said that if we can change her draft date.
[CUSTOMER][NEUTRAL] Yes, because it did, it came back not sufficient fund for April. She's wanting to get called up.
[CUSTOMER][NEUTRAL] Or she can how she can get it um called up.
[AGENT][NEUTRAL] OK. All right, um.
[AGENT][NEUTRAL] Do you want me to just go ahead and change it or just take care of the call?
[CUSTOMER][NEUTRAL] She didn't get she didn't give me a date because I, I don't know. I didn't, I didn't ask. I wasn't sure how y'all did that.
[AGENT][NEUTRAL] Um, yeah, you can go ahead and transfer her to me. I'll handle it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you.
[AGENT][POSITIVE] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hello, this is Indian customer service. I was just advised that um you would like to have the draft date changed for your policy.
[CUSTOMER][NEUTRAL] Well, I'm assuming that's the best thing to do. I was explaining to the other representative that my payment came in before my husband's payday was posted, and it showed insufficient funds, but the bank said they took care of it, but she said it wasn't taken care of. So I don't know if I just need to change the date and have it drafted sooner or what I need to do. I would have transferred from savings had I known, but I didn't know. And so, anyhow, I need to fix it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it is understandable. Um, I do see here that, um, for sure it wasn't taken care of. Um, we are still missing the payment for the month, um, but
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, of April.
[AGENT][NEUTRAL] The option, uh-huh, yes, the option here is that it will draft since we are already um close to um May's um premium to be drafted, there is an additional um draft to be set up. So May will be charged plus that um additional amount for April.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or can I just
[CUSTOMER][NEUTRAL] OK, and that will be on what date?
[AGENT][NEUTRAL] Um, we have here the draft date for the [PII], the [PII] of every month, so you will see that that amount.
[CUSTOMER][NEUTRAL] For this Friday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So we could either do that or we could train.
[CUSTOMER][NEUTRAL] OK, we could either do that or we could change the draft date is what you're saying?
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] Um, however you prefer, um, we can definitely, mhm, whatever you prefer, it, it, it will work because, um, either way it will draft for April and May.
[CUSTOMER][NEUTRAL] Well, I'm just going by.
[CUSTOMER][NEUTRAL] OK, well, what I want to do then, I want to go ahead and change my draft date because my husband's paydays are falling closer to the middle of the month and they are the [PII] anyway. So what I want to do, uh, what is next Thursday?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] The date in my brain right now. [PII] is like the [PII] or the [PII].
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Um, yes, it will be the [PII] or the [PII]. It depends sometimes about which day it falls into. Mhm.
[CUSTOMER][NEUTRAL] OK, let me go ahead.
[CUSTOMER][NEUTRAL] OK, let me go ahead and just make the draft date from now on for the [PII], and let's go ahead and change that. I mean, make sure it gets both payments on the [PII] and that way I won't be falling behind or anything, right?
[AGENT][NEUTRAL] Mm, all right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, we got it. It it it then it will be, um, I already went ahead and changed it to draft on the [PII] of every month, um, and it's already, it has been added. Mhm.
[CUSTOMER][NEUTRAL] OK, so that'll take away, that'll take away this Friday's draft, right?
[AGENT][NEUTRAL] Yes, it will be the Fridays um for.
[AGENT][NEUTRAL] April and it will be taking care of the month of May as well.
[CUSTOMER][NEUTRAL] OK, so [PII], and how much will come out on that day for double?
[AGENT][NEUTRAL] Um, that is, um,
[AGENT][NEUTRAL] Let's see really quick here.
[AGENT][NEUTRAL] That will be $59.80.
[AGENT][NEUTRAL] For both of the months.
[CUSTOMER][NEUTRAL] OK, I'm gonna write that in my $59.80. OK, so [PII].
[AGENT][NEUTRAL] Mhm. Or, or it could be show up.
[CUSTOMER][NEUTRAL] Oh, go ahead, it could show up what?
[AGENT][NEUTRAL] Um, it will probably show up, uh, two charges of $26.90 or it could be just one charge of $59.80.
[CUSTOMER][POSITIVE] OK, well, as long as it doesn't charge this Friday on the [PII], I'm good then. OK, and then that doesn't give me any lapses or any problem with my policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, no, it does not. Um, and since you already um reached out to us, we are um considerate about the insured kind of making us aware of what is happening and we, we get to solve the issue. Mhm.
[CUSTOMER][POSITIVE] All right. Well, thank you much and you have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. You have a nice day too.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.