AccountId: 011433970860
ContactId: 2fe4ef93-820c-4bbd-a79e-b823ded3e384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234759 ms
Total Talk Time (AGENT): 127668 ms
Total Talk Time (CUSTOMER): 97914 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2fe4ef93-820c-4bbd-a79e-b823ded3e384_20250107T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEGATIVE] And back in November I had a problem with my checking account and my premiums have not started coming out and I need to see if I'm still in the system of what has happened.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, we can take a look at your policy and make sure that all of that is accurate. Uh, let's see. [PII], if you don't mind first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is 001300912.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My date of birth is [PII] when I took this policy out.
[CUSTOMER][NEUTRAL] Um, my birth was [PII].
[CUSTOMER][NEUTRAL] After I had to start using my Medicare.
[CUSTOMER][NEUTRAL] Uh, birth is [PII].
[AGENT][NEUTRAL] OK, yes, we have it as the [PII], OK.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes, all right, I wanna make sure that was correct. OK, uh, last thing I need is the mailing address we've got on file for you please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Thank you so much for verifying that information, [PII]. So I am showing the policy is active. Let's see, give me just a moment, we'll make sure all of this.
[AGENT][NEUTRAL] Information is accurate. So I have here that
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your draft payment should be coming out around the [PII] every month and I've got it at $59.50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And if you'd like, do you want me to verify the um banking information?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, so I've got the routing number. I've got that as [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, account number I've got [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, OK, well, I'm not sure you may not be seeing anything. I imagine it might be the holidays might have caused a bit of a hiccup um with transactions and what's visible, um, but I am showing your policy is good and active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I needed to be active.
[AGENT][POSITIVE] Uh, yes, I completely understand.
[CUSTOMER][POSITIVE] All right, well, thank you.
[AGENT][POSITIVE] You are good to go.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Very much. Uh-huh.
[CUSTOMER][NEUTRAL] Well, that's all I just you said probably around the [PII] of the month.
[AGENT][NEUTRAL] That's what it's set at, yes, is the draft payment. So again I bet the holidays probably caused that to have a bit of a hiccup as that was, when was that? Saturday was the [PII], so you should, I would, depending on your bank, of course, I would imagine you'd be seeing it maybe today um depends on how long they need maybe a few business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, well, it's, I'm, I'm thankful for your help if that's what's going on.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Absolutely any time, yes ma'am, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And you as well thank you so much.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.