AccountId: 011433970860
ContactId: 2f4a69f5-25ef-4980-9eca-63cac0627fcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445239 ms
Total Talk Time (AGENT): 239319 ms
Total Talk Time (CUSTOMER): 169884 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/2f4a69f5-25ef-4980-9eca-63cac0627fcd_20250403T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hello, I'm doing good.
[CUSTOMER][NEUTRAL] Yeah, um, I have a, um, I have a member on the line that it looks like we're supposed to draft her policy and um it looks like it has not been drafted and we have problems last month, um, with the.
[CUSTOMER][NEUTRAL] Traffic came back. It's been fixed. It's set up. So and it still I don't see it has drafted and she's calling back. So, um, we just need to find out if it drafted if it did not draft, what happened to it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me see that policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. The policy is 453704.
[AGENT][NEUTRAL] And would that be with [PII]?
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][NEUTRAL] OK, let me look at it really quick. OK, she's on bank draft for monthly premium.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I do have
[AGENT][NEUTRAL] Um, her scheduled for the [PII] of every month and there is an additional draft already set up for $38. I would assume that is the months that are remaining.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you can go ahead and send her over. I got it.
[CUSTOMER][NEUTRAL] OK. All right. Thank you. And I fully verify her or her information is verified. The callback number is the same one in the system, OK? Here she comes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding. Be patient for, Mr. [PII]. All right, I got Ms [PII] on the line, and she's in customer service. She's gonna assist you from here, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, good morning, Mr. [PII].
[CUSTOMER][NEUTRAL] Hello, [PII]. You should be able to write a letter or a book as many times my calls.
[CUSTOMER][NEGATIVE] Anyway, I'm not getting that. I'm not getting any results at all from you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] We apologize for that, Ms. [PII]. What I see in the notes is that um the bank information was entered incorrectly. We were off a number, but it was corrected. And since it was corrected, I would say it was just about.
[AGENT][NEUTRAL] Um, a week ago it was set up for to draft the first of every month. Um, it's gonna draft for February, March, and April. Um, do you mind if we go through that, um, routing number and account number just to make sure that we have it correct again because I do see that everything is good here. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It is, uh, they, I called the bank and they said they do not see it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's, this is the [PII] or the [PII], I don't know. This is the [PII]. OK. The number of the account is [PII].
[AGENT][NEUTRAL] The [PII]. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the routing number is [PII].
[AGENT][NEUTRAL] OK, I see here.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]. That's what I have here on my paper too.
[AGENT][NEUTRAL] It is supposed
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I do have the 9 digits here.
[AGENT][POSITIVE] It is correct.
[AGENT][NEUTRAL] Um, not the payment and it's for monthly draft.
[AGENT][NEUTRAL] It is active. I do see here the additional draft for the other month. I would say you should just give it a couple of days. Um, I will, what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Thank you very much, Ms. [PII]. Um, I do see that everything looks good here. All the information is um correct in the system. Um, I will get with someone else and see what could be um wrong with it, and I will give you a call back with the results. Um, it's more than probably just um that it will take a few more days to appear in the um bank, but
[AGENT][NEUTRAL] I will just wait just a little bit for it.
[CUSTOMER][NEUTRAL] I don't wanna lose my policy, you know, and I don't want to cheat you either. So I'm gonna keep bugging you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, and we don't want anything of that to happen. Um, but Mr. [PII], again, um, um, I have already your callback number. I will get with someone else really quick and see what could be wrong with it because I do see that everything is correct here. um, and get, get back with you in just a couple of minutes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They're not pushing a button. They're just not pushing the right button.
[AGENT][NEUTRAL] Uh, the computer is probably tired. I don't know.
[AGENT][NEUTRAL] Um, because I do think, oh, OK, um, is the account a checking or a savings account?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Checking.
[AGENT][NEUTRAL] OK, OK. I, I do see that it is a checking here. That is the only thing that
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. All right, Mr. [PII]. I will get with one of my colleagues um to have a quick look at it and I will get back with you.
[CUSTOMER][NEUTRAL] This has been going on since [PII]. I've had this policy since [PII].
[AGENT][NEUTRAL] Oh really
[AGENT][NEUTRAL] I was [PII] old when that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, let me, uh, allow me.
[CUSTOMER][NEGATIVE] OK. Well, I've been sitting here paying my premium since you've been born.
[CUSTOMER][NEUTRAL] Except for now.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, I will have someone to um give it a second glance at it and I will call you back right away. Does that sound good?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you very, very much. You're very nice. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome and I appreciate your patience, Ms. [PII]. Thank you.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh, uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye.