AccountId: 011433970860
ContactId: 35af7964-6588-404f-899f-319be37ec096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1242890 ms
Total Talk Time (AGENT): 361394 ms
Total Talk Time (CUSTOMER): 525188 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/35af7964-6588-404f-899f-319be37ec096_20250130T19:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hi. Hi.
[AGENT][NEUTRAL] Hey, [PII]. I was like.
[CUSTOMER][NEUTRAL] I just want to apologize in advance, um, but I need your help.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, what's up?
[CUSTOMER][NEUTRAL] So I have a CWA person on the phone insisting that we have been taking premiums out of her checking account from the beginning and I'm trying to tell her that no we have not.
[CUSTOMER][NEUTRAL] And she is telling me that I am wrong, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't really know what else to do because, so she's saying all she needed to do was change her um account number because apparently she changed banks so and and now her premiums being doubled and I'm like well this is the amount of the premium that we've been receiving. The only thing I did was change the frequency so instead of you paying every two weeks you're gonna have to pay every month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, I wasn't paying that way. Well, that's how we were receiving payments.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, but she's claiming that she has been paying us directly.
[AGENT][NEUTRAL] What's their policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, she's got 3 of them. Um, the first one is 236.
[CUSTOMER][NEUTRAL] 523 8
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And she sent portability paperwork in and all that stuff. So I checked to make sure that they were all portable, and they are, as long as CWA is still active. And so I ported them and I was calling her to give her a courtesy call because she owes back to November. So I was going to see if we could work with her on the premiums. Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But she is adamant that her premium should only be like $60 a month and that she has been paying us this whole time.
[AGENT][NEUTRAL] So is she saying that she should be paid current? Is that what she's saying, or I don't.
[CUSTOMER][NEUTRAL] No, she's saying that we're increasing her premium.
[CUSTOMER][NEGATIVE] Um, because she's only been paying $60 something dollars a month and that she's been paying us directly and not through CWA Local, which is not the case and we've been receiving premium through CWA so I just want somebody else um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Maybe you can look at it in billing on billing side and say hi I'm in the billing we have been receiving the premiums through CWA this whole time because she is the she's starting to be rude to me and tell me that I'm mistaken and that I'm wrong so I just wanted somebody else to take a look at it, but would you mind?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hang on a second. Yeah, OK, so this is the credit card payment group, but yes, they should be the ones taking their premium and sending it to us. Um, she may not understand that, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Well, and I tried to explain that to her, but she is, she's telling me no, she, she, we are withdrawing the money directly so I tried to explain it to her and she's not, she's not listening.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK um well I can I can tell her the same thing and I mean if she just gives us any more issues and I'll just tell her to reach out to her HR department if she needs more clarification and I'll give her their name and contact number I mean.
[CUSTOMER][NEUTRAL] Yeah, because she's been told before to call Fidelity of Texas because that's.
[AGENT][NEUTRAL] Yeah, I wonder if we can transfer her to what is their number? I don't have it.
[CUSTOMER][NEUTRAL] You know, who she
[CUSTOMER][NEUTRAL] I think we can. It's in guru.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, um.
[AGENT][NEUTRAL] So, OK, so I can, I can, I can tell her the same thing on that, um, but I don't know what to tell her about her saying that her premiums are being increased.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] Yeah, she's saying she's only been paying like $60 something dollars a month but that's not what we've been receiving so she's gonna have to take that up with CWA but I was like, so are you still supposed to be with CWA because you filled out portability forms? And she goes, no, I was never with, I was never paying my premiums for them and I was like, yes, you were like.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, because I mean she, she would have to be.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right, so if she still needs to be on the group, then she needs to call Fidelity of Texas.
[AGENT][NEUTRAL] Because I mean,
[AGENT][NEUTRAL] OK, I'm pulling. I had to log in the guru. Let me see if I can pull up.
[CUSTOMER][NEUTRAL] If she's porting them then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just type in CWA and it pulls up the CWA card.
[AGENT][NEUTRAL] OK, let me type that in.
[AGENT][NEUTRAL] OK, I got it and OK, I see their 800 number. OK, so um I will just tell her the same thing then and I mean if she still gives me anything then I'll just put her through to them um I mean that's, that's about all we can do, you know, I don't know what else she wants.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I don't either and I've ported these policies, so if I don't need to do that, I, I don't know.
[CUSTOMER][NEUTRAL] I mean, you know, I, I did what I was told. So if you don't mind, I want to listen in on the conversation because I just wanna hear what she has to say when she hears another person tell her the same thing. So I'm just gonna mute myself though that I'm gonna listen.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK. And wait, wait, what's her name? [PII]?
[CUSTOMER][NEUTRAL] All right, here you go, um, yes, [PII].
[AGENT][NEUTRAL] [PII], OK, all right.
[CUSTOMER][POSITIVE] Mhm. OK, here she comes. Thank you.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] You are.
[AGENT][POSITIVE] Hi [PII] how are you doing today?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Good, um, so I understand you were calling about your policies and your premium. Um, how can I help you today?
[CUSTOMER][NEGATIVE] Actually I wasn't calling you guys called me. I had been calling. I had direct out of my account.
[CUSTOMER][NEGATIVE] I've had it directly come out of my account for years. I had to cancel my account because there was fraud.
[CUSTOMER][NEUTRAL] I gave you guys the new account information. It didn't go through.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] So then I had to reg give it to you and I've been waiting for it to be updated because nothing's come out of my account. He finally called me today and wants to double the premium and say that I've never paid it directly out of my account, which is incorrect. I've always paid directly out of my account since I had Aflac before we switched from Aflac to you guys.
[AGENT][NEUTRAL] OK, yes ma'am so um that payment that you're making it is being made by a credit card but it's being placed with the group and they're sending us the premium so we're not um we're not taking the premium directly from you um and memory said that she has updated your information support your policies um so that you can pay directly for them um is that, is that what you're wanting to do or?
[CUSTOMER][NEUTRAL] Yeah, wasn't a credit card. It was out of directly out of my bank account.
[CUSTOMER][NEUTRAL] OK, and I gave you guys my new bank account information twice now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So you guys should have it.
[AGENT][NEUTRAL] Yes ma'am. Yes ma'am, it looks like memory's got your policy set up, um, and she, I believe she confirmed your um payment information, um.
[CUSTOMER][NEUTRAL] You correct on the payment information. I paid $60 a month for all three policies.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] So now trying to say that it's $100 and something dollars a month and it's yeah no it's not.
[AGENT][NEUTRAL] OK, so let me look here, so you were previously we were previously receiving payment for each of your policies twice a month, um, so let me see.
[CUSTOMER][NEUTRAL] You're receiving it once a month.
[AGENT][NEUTRAL] So we were actually receiving it twice a month. Um, the total amount would come out to be 13206 for all of your policies and twice a month that would be $66.03.
[CUSTOMER][NEUTRAL] It was even $60.
[AGENT][NEUTRAL] So I'm just
[CUSTOMER][NEUTRAL] Can you look at my account and show me, yeah, and I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am, yes ma'am I'm looking at your account.
[AGENT][NEUTRAL] I can put you through to um Fidelity who was um sending us the payment if you have you know questions or concerns about how much you were.
[CUSTOMER][NEGATIVE] Fidelity wasn't sending you.
[CUSTOMER][NEGATIVE] Fidelity was not sent payment. I'm telling you it directly came out of my account. It didn't come out of my checking account from work because Aflac, nope, nope, Aflac had a problem with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It, it did.
[CUSTOMER][NEUTRAL] So they went ahead and did a direct deposit. We switched from Aflac to you and you guys carried it over the same way. It still came out of my checking account $60 a month for years. I haven't worked or got a paycheck. I have retired, so it didn't come out of AT&T check, never did, OK.
[CUSTOMER][NEGATIVE] CWA, I'm a member where I pay due. They don't pay me, so they wouldn't have paid you, didn't happen.
[AGENT][NEUTRAL] Yes ma'am, I
[CUSTOMER][NEUTRAL] So I don't know, I
[CUSTOMER][NEGATIVE] How it was supposed to be maybe? Never was. I never was.
[CUSTOMER][NEUTRAL] So either I can pay the $60 a month for all three policies. All I did was change my account number, or I'm gonna be done with APL, OK, because I have called and called and.
[CUSTOMER][NEGATIVE] You know, I, I'm kind of, I'm a little frustrated right now, a little frustrated because I don't like being told that I'm lying that it came from, it didn't come from CWA didn't come from Paycheck. I didn't have a credit card. It came directly out of my checking account. All I did was change the checking account.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, let me just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, I don't understand how it got so don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes ma'am so um we just added your banking information. It was not on here previously and what I was saying earlier is that we had you with the CWA group that paid by credit card, so they were receiving your payment information and sending that over to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, November.
[AGENT][NEUTRAL] Us and you know I'm looking at your history on your policy and it's been paid. I mean it's been paid through them and so that's that's all the information that I can give you you know if you have any if there's a discrepancy on that you're worried about you know the only thing I can do is put you through to them you know that this is the same premium that's been applied since your policy started back in [PII] um nothing your premium hasn't changed, um.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] At CWA sent you a check.
[AGENT][NEUTRAL] they, they, they send the payment.
[CUSTOMER][NEUTRAL] But the debit that came out of my account that is going to APL.
[CUSTOMER][NEUTRAL] That my debit out of my account said it was going to API so you're saying it went to.
[AGENT][NEUTRAL] OK, I understand. I, I can't see your account so I don't, I don't have that information um I can just tell you what we see here and you know if you if you have issues with that, then the only thing I can do is put you through to Fidelity, um, but we show that your payment information is gonna be 13206 a month um for all three of your policies, ma'am, because that's who, who, because that's who's that's the group CWA is through Fidelity.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I I
[CUSTOMER][POSITIVE] My Fidelity.
[CUSTOMER][NEUTRAL] Y A.
[CUSTOMER][NEUTRAL] Y for
[CUSTOMER][NEGATIVE] Mm, TWA has nothing to do with Fidelity.
[CUSTOMER][NEGATIVE] I'm telling you, I was a bargainer for CWA. I bargained their contract. I was a local president for 4 terms, which is 4 years each term, 12/12 years. I'm telling you that's not how it worked, not how we set it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Have you, have you tried speaking with Fidelity?
[CUSTOMER][NEUTRAL] Why would I speak to Fidelity?
[CUSTOMER][NEGATIVE] They're with AT&T. CWA is not with Fidelity.
[CUSTOMER][NEGATIVE] This did not go through AT&T. This went through the locals only, and not all locals. Only some locals agreed to it.
[CUSTOMER][NEUTRAL] So, when you keep saying for me to go through Fidelity, I didn't go through, we never set this up through Fidelity.
[CUSTOMER][NEUTRAL] Never.
[AGENT][NEUTRAL] OK, um, would the, the only thing that I can do at this point, ma'am, is to, to escalate your call to a supervisor. Um, I, I, I'm not really sure how else we're able to assist you, um.
[CUSTOMER][NEUTRAL] Either.
[CUSTOMER][NEGATIVE] Me either. And I think you need to look at my past history when the supervisor calls me and tell she needs to show me every month how much I paid for since 23 since [PII] that came out of my account because I know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And if I gotta go to the bank account and pull it, I will, but I can't have someone call me saying no, that's not what you paid and that's not, no, no, no, no, you're not gonna call and tell me that I'm incorrect or a liar. I know what I paid. I know what I paid and like I said, I was a local president when this was set up and we set it up through Aflac. And when the girl left from Aflac, we all went to APL and it was the same. It went over it nothing had to happen. It just changed over to APL.
[AGENT][POSITIVE] Yes ma'am, we can, we can.
[CUSTOMER][NEGATIVE] And it still came out of my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So nobody paid you the process that you're saying that that's your understanding, not how it went, and I can call the local and ask them exactly right now how they do it.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEGATIVE] But yeah, I would need a supervisor to call me because that's not how it happened.
[AGENT][NEUTRAL] OK, give me just one moment and I'm gonna try to get you um escalated to a supervisor.
[AGENT][NEUTRAL] Ma'am, are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, I just wanted to make sure I didn't lose you.
[AGENT][POSITIVE] I apologize for the hold, ma'am. Give me just a few more minutes, please.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK ma'am, I don't have a supervisor available at the moment. Can we take down your information and have one of them call you back shortly?
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can you just confirm your phone number for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I will pass that information along to them and um someone will be back with you shortly OK?
[CUSTOMER][NEUTRAL] Yeah, hopefully they check everything before they call me back.
[AGENT][POSITIVE] Yes ma'am, I'm sure they will. Thank you for calling ATL and have a great day.
[CUSTOMER][NEUTRAL] Right.