AccountId: 011433970860
ContactId: 334e4227-7aa5-4a47-9c1a-39fa57279a45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 793210 ms
Total Talk Time (AGENT): 282478 ms
Total Talk Time (CUSTOMER): 231179 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/334e4227-7aa5-4a47-9c1a-39fa57279a45_20250317T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I wanted, I have a question. It's time for me to pay my, my insurance again and can I send you a check for this payment?
[CUSTOMER][NEUTRAL] And also send you a blank voided check and you could take it out of my account automatically.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Every quarter?
[AGENT][NEUTRAL] You're wanting to send a check for the actual payment, but also a blank check so that the draft can be drafted, a copy of the blank check.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes.
[AGENT][POSITIVE] Oh yes ma'am, you can do that.
[CUSTOMER][NEUTRAL] Or if I can just send you a, a uh blank check.
[CUSTOMER][NEUTRAL] And you could even do this month out of it it's due, it was due yesterday.
[AGENT][NEUTRAL] Yes, you have a 30-day grace period, so you're fine, you can send it whichever way you choose. Um, but I can pull up your policy and just note it for you, but you're you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have um a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 7127
[CUSTOMER][NEUTRAL] I don't know why I haven't already done this.
[AGENT][NEUTRAL] It's totally fine. And may I have your policy number?
[CUSTOMER][NEUTRAL] 90,057,060
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] My, my computer is not cooperating with me. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just take sending anything through the mail because you never know when it's gonna get there.
[AGENT][POSITIVE] Exactly right.
[AGENT][NEUTRAL] OK, it just pulled up for me, Ms. [PII]. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, yes, you can go ahead and whichever way you choose to send the payment, um, you do have that grace period. So you're, you're within that time.
[CUSTOMER][NEUTRAL] OK, so I can just send you a blank check with void written on the front of it?
[AGENT][NEUTRAL] Are you saying
[CUSTOMER][POSITIVE] And you can get it set up.
[AGENT][NEUTRAL] Right, for your bank address, mhm.
[CUSTOMER][POSITIVE] So that you can set it up for a draft, yes.
[AGENT][NEUTRAL] Correct, but then you also were gonna put the the actual payment in there as well for what to do now, right?
[CUSTOMER][NEUTRAL] Well, if you, if I need to otherwise I'll just send you that and you can go ahead and set it up.
[AGENT][NEUTRAL] Let me double check with
[CUSTOMER][NEUTRAL] But if I need to, I'll go ahead and put that.
[AGENT][NEUTRAL] Let me double check with customer service just to, I just want to make sure before I say yes, because that's the department that handles that. So let me just double-check the process with them and then um I can confirm for sure for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Alright, hold on one moment for me.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured on the other line. Can you look at um this payment for me or policy? Well, both.
[CUSTOMER][NEUTRAL] Yes. OK, what is it?
[AGENT][NEUTRAL] Um, it's policy number 84113.
[AGENT][NEUTRAL] Does that pull up anything or do I have to give you the old policy number? Oh yes, OK.
[CUSTOMER][NEUTRAL] Mildred Martin.
[CUSTOMER][NEUTRAL] OK, what you got?
[AGENT][NEUTRAL] So she's wanting to set her her policy up on bank draft. She got the um letter, so she's sending the void check, but then she asked me, can she also send, can she either send the payment that's due now with that void check or do you just send the void check and then we draft what's due now and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, she can send in the um the payment but if she's got the bank authorization form, I wonder, does she have one of our old ones?
[AGENT][NEUTRAL] I can double check with her.
[CUSTOMER][NEUTRAL] Our old form should ask for a void check and it shouldn't.
[CUSTOMER][NEUTRAL] The updated one should have the details listed as far as the format where it states account number and routing number.
[AGENT][NEUTRAL] And then they just fill it in.
[CUSTOMER][NEUTRAL] They just fill it in. So to keep her from from wasting a check. I mean, as, as long as that account number and routing number is listed on that authorization form, that's really all we need and then she can just submit in a check for the payment if she likes, and we can start the draft after uh the next month if she's just gonna send the one month or she's gonna send the whole quarterly, we'll start the draft after the 3 months is paid up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So it's up to her.
[AGENT][NEUTRAL] So she can fill out, so I thought she just wanted to send a void check, so she may have the old form, so I need to check on that, send her the new form if she doesn't have it, and then she'll just have to fill out the form, the form, the fields on the form.
[CUSTOMER][NEUTRAL] Mhm, and send it back.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] And then we will draft for.
[CUSTOMER][NEUTRAL] We can draft it current or she can go ahead and pay the payment. It's up to her, yeah, um, it's, it's, however, but if she wants us to draft her she needs to tell us, um.
[AGENT][NEUTRAL] OK, it's up to her. OK.
[CUSTOMER][NEUTRAL] Well, if she wants us to draft this, it's gonna have to be a date after today.
[CUSTOMER][NEUTRAL] So, I guess just let her know that. But other than that, she, I mean, it's up to her on how she wants to do it. She does have a thirty-day grace period.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will definitely do that. Thank you, [PII].
[CUSTOMER][POSITIVE] Oh, no problem, let me know if you need anything else, and I hope you have a good day.
[AGENT][POSITIVE] OK. Thank you. I hope you do too. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome thanks bye bye.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. OK, so,
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] On the form that you have, the um bank draft form, is it asking for a void check or does it have the fields for you to fill it out in?
[CUSTOMER][NEUTRAL] I don't have, I don't have, I don't have a farm.
[AGENT][NEUTRAL] OK, so let me send you, um, do you, is this email a good email address for you?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so let me send you the form through an through your email, um, and you don't have to send the void check. It has the fields there and you just fill it out and then um she said it's up to you to if you want to send a payment with that form, you can, or if not, you can just send the form and put that you want us to draft, draft it to current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now will I need to print this form out?
[AGENT][NEUTRAL] Um, you don't have to. You can save it to your computer and fill it out electronically and then um email it back to us.
[CUSTOMER][NEUTRAL] OK, I'll do that and I'll just go ahead and let you take the payment out.
[CUSTOMER][NEUTRAL] Through that.
[AGENT][NEUTRAL] Yes, she said it's up to you which, whichever one you want to do with um your preference.
[CUSTOMER][POSITIVE] But that'll be great because that way I'm gonna have another check to take care of.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I'm sending the form over to you now. Did you want me to go ahead and send it while we're on the phone just to make sure you have it?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, um, give me just a few minutes, maybe 1 or 2. I'm typing it up, typing it up to send to you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I just sent it over to you. You may see it in your junk email, but it's coming from the care team.
[CUSTOMER][NEUTRAL] The care team, OK.
[CUSTOMER][NEUTRAL] And it hasn't come through yet, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There it is.
[AGENT][NEUTRAL] Alrighty, so once you get that email and the link, the attachment I should say, um you can go ahead and save it to your computer, fill it out, and then you can um attach it to the email and a reply and we'll go ahead and process it for you.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, that's all I could think of.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] You have a blessed day.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.