AccountId: 011433970860
ContactId: 2e441345-bb1f-4cb8-9b24-2b881e4e1654
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1066489 ms
Total Talk Time (AGENT): 395732 ms
Total Talk Time (CUSTOMER): 256939 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2e441345-bb1f-4cb8-9b24-2b881e4e1654_20250602T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] um from the care team. How you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have an insured on the other line. Um, her policy, well, you want me to give you the policy number first?
[AGENT][NEUTRAL] Oh yeah, yeah, with the.
[CUSTOMER][NEUTRAL] Alright, it's 493.
[CUSTOMER][NEUTRAL] 148.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she was calling to see if we had taken out a payment and we did, but it was returned to us. I, uh, this is from, I mean, I see it returned in, you know, the screen, but I was looking at [PII]'s notes too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but she's asking, uh, me.
[CUSTOMER][NEUTRAL] She wants to talk to somebody about the payment and see if she needs to make one. I told her that they were returned to us and that's what caused the lapse. So she's trying to, I guess, see what she needs to do to recover that or, you know, make that up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] So she'll have to pay. I'm just calculating how much you have to pay before you transfer her real quick.
[CUSTOMER][POSITIVE] Sure, take your time. OK.
[AGENT][NEUTRAL] I mean
[AGENT][NEUTRAL] And she had to pay for April, May, and June.
[AGENT][NEUTRAL] So 1743. All right. You can go ahead and send her over, and I'm sorry, is it the, the, it's the policyholder that's calling, uh,
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So yes, it's a need on the phone. Mhm.
[AGENT][NEUTRAL] OK, OK, good, yeah, you can go ahead and send it over.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much for holding. I apologize for that wait. I have [PII] on the line for you and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing fine how are you?
[AGENT][NEUTRAL] I'm doing well. Um, so I understand that you were calling, uh, to see about making a payment on your policy, um, because it is lapsed as of April, um, because we did have a few, uh, return payments. Um, so did you want to see about getting that taken care of today and get your policy reactivated?
[CUSTOMER][NEUTRAL] Yeah, but I mean, because I, I've I've been taking it out. I paid $22 on one time.
[CUSTOMER][NEUTRAL] To go because I had to change banks.
[AGENT][NEUTRAL] OK, when you changed banks, did you fill out a new bank draft form? Did they have, did they send you a new form to fill out for your bank?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, cause that's probably why.
[CUSTOMER][NEUTRAL] I just give them the I just give them.
[CUSTOMER][NEUTRAL] I give them my banking account number over the phone.
[CUSTOMER][NEUTRAL] And told them I had to change the bank and um.
[CUSTOMER][POSITIVE] And that she got my new banking account.
[AGENT][NEUTRAL] OK, what's the name of your new bank?
[CUSTOMER][NEUTRAL] Uhit National.
[AGENT][NEUTRAL] Alright. And the last four digits of the account number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On my bank.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I don't know which one they took it off of.
[CUSTOMER][NEUTRAL] It was the checking account or the card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The card
[AGENT][NEUTRAL] We don't save any card information so it will be your account number, um, the last four digits of your account number. I'm just trying to verify that it's what we have in the system.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, that's not what we have in the system so um it may not it looks like it wasn't updated if you, if that's your current bank and it looks like we still have the old one, and the only way to update that is to uh fill out is to have customer service send you a bank draft form and you'll fill that out and send it back to us um but we can't we don't update like your bank account over the phone we have to actually have a signed form.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I filled out one form.
[CUSTOMER][NEUTRAL] And I'll send it back.
[CUSTOMER][NEUTRAL] I don't know if it was still here or not.
[CUSTOMER][NEUTRAL] Yeah, or not.
[AGENT][NEUTRAL] OK. Yeah, I'll uh put in a request for customer service to send you out a new bank draft form, uh, for you to fill out and send back to us. But if you want to, if you wanted to still go ahead and make a payment and uh get your policy reactivated, I can take a payment over the phone with a credit or debit card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that would be, so, um, you still, you'll owe for April, May, and June. So that total will be $17.43 and that'll get you paid to [PII]. Um, and that should give you enough time to get that bank draft form, uh, sent back in. But if you wanted to pay for another month, you can. Um, but the minimum would be $17.43.
[CUSTOMER][NEUTRAL] And that's for both of them?
[AGENT][NEUTRAL] You have 2 policies?
[CUSTOMER][NEUTRAL] Yeah, I've been paying $11.
[CUSTOMER][NEUTRAL] I've been paying $11.58.
[CUSTOMER][NEUTRAL] On two policies.
[CUSTOMER][NEUTRAL] Well, the other one is [PII].
[AGENT][NEUTRAL] OK, let me see that.
[CUSTOMER][NEUTRAL] I don't know where that but went to cause I know her.
[CUSTOMER][NEUTRAL] It went off. I don't know if it was there or not.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Do you have the policy number for the, the other policy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Or if they have, uh, cause it looks like they may, uh, just gonna have a different social, um, you can give us, if you have the policy number or I can look it up by social.
[CUSTOMER][NEUTRAL] Uh, I don't have their social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got my I know mine but not theirs.
[AGENT][NEUTRAL] OK, yeah, if you, if you can, if you have that policy number, I can look that up and I can take that payment too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just, uh, [PII].
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's showing the same.
[AGENT][NEUTRAL] The same uh one as you.
[CUSTOMER][NEUTRAL] That's far
[AGENT][NEUTRAL] But we have, so we only have one policy, uh, for you because that's the, that's the same policy number as your policy, um, and we're showing your premium.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] It's 581.
[CUSTOMER][NEUTRAL] The other one.
[CUSTOMER][NEUTRAL] It's what?
[AGENT][NEUTRAL] We're showing your premium is 581.
[AGENT][NEUTRAL] Or it looks like, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The other policy is 00493153.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] 49
[AGENT][NEUTRAL] 3153.
[AGENT][NEUTRAL] OK, that one's showing 11:52.
[CUSTOMER][NEUTRAL] See that's both that's, that's what I've been paying it's $11.
[CUSTOMER][NEUTRAL] And 58 cents on both of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For years.
[CUSTOMER][NEGATIVE] I had been paying 5 something for 1 and $11 for the other one. I've been paying $11.58 for both of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And that's been for years.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it's just.
[AGENT][NEUTRAL] Both of these put together, I think, 1743.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let me see
[AGENT][NEUTRAL] 576 and 581.
[AGENT][NEUTRAL] Yeah, that's the 11:57, 11:58.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] You have to pay both of those 158.
[AGENT][NEUTRAL] And did you want to pay it to July, or did you want to pay further than that? Um, because to reactivate both of those, it'll be, let's see, April, May and June. So that would be 3774 for both of them, and that'll pay both of them until [PII].
[AGENT][NEUTRAL] Or I'm sorry, [PII].
[CUSTOMER][POSITIVE] OK, that's what I wanna do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanna pay it to June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That way y'all send me a letter.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'll take that payment and I will.
[CUSTOMER][NEUTRAL] And I'll send it back
[AGENT][NEUTRAL] Yeah, I'll have uh, and if you want, you can, uh, you can fax it or scan and email it if you want, or uh um you can just return it by mail, whichever one's easier for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just getting logged in so I can take that payment.
[AGENT][NEUTRAL] Alright, that's [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 153.
[AGENT][NEUTRAL] Policy other policy is 493148.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] Uh, you want the checking account number?
[AGENT][NEUTRAL] Uh, it has to be a credit card or a debit card.
[CUSTOMER][NEUTRAL] OK, uh, the only one I got is from Citizen Bank.
[AGENT][NEUTRAL] OK, as long as
[CUSTOMER][NEUTRAL] The citizen National Bank.
[AGENT][NEUTRAL] OK, yeah, as long as it's like a Visa, Mastercard, um, that's the only way I can take a payment over the phone, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's, it's a visa.
[AGENT][NEUTRAL] OK. All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] Oh God, I can't see it. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] And just be patient when I'm trying to see it.
[AGENT][NEUTRAL] No, you're fine, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Lord have [PII].
[AGENT][NEUTRAL] It should be
[AGENT][NEUTRAL] Uh, no, you're fine. It should be right under the card number towards the left.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's just like a 0.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Looks like a 03.
[CUSTOMER][NEUTRAL] [PII] is what it looks like.
[AGENT][NEUTRAL] Could it maybe be [PII], because if it's [PII], then it will be expired.
[CUSTOMER][NEUTRAL] Oh yeah, that 3 [PII] an [PII].
[AGENT][NEUTRAL] OK, let me try the [PII].
[AGENT][NEUTRAL] All right. And then on the back, there's a three-digit security code I'll need, and that's the last thing.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right, and the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] OK, looks like something something on there was wrong um so do you wanna try to give it to me again or did you have somebody that can read it, um, that can read it out for me?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a minute, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mar.
[CUSTOMER][NEUTRAL] Can you come in and read this card?
[CUSTOMER][NEUTRAL] OK, he's gonna see if he can read it. Do the number 1st. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I'm sorry, what was that? [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was it after [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] What is the [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and the three digit security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I have the zip code is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And it went through that time. And let me get your confirmation number for you. Did you want to write it down?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sorry, computer's taking a minutelow the screen. All right, confirmation number?
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's 468794.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, we'll just look for that form in the mail and get that back to us and, uh, we'll be, it'll be less headache every month. We we'll be back to having it drafted from your account, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] All right. You have a good day. You have a good rest of your day, OK.
[CUSTOMER][NEUTRAL] OK, well, and that's both of them, right?
[AGENT][NEUTRAL] Yes, that's for both of them, and they're both paid to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. You have a good day.