AccountId: 011433970860
ContactId: 37124600-7990-4cea-bacd-3f656e58c38b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424649 ms
Total Talk Time (AGENT): 205534 ms
Total Talk Time (CUSTOMER): 136582 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/2025/05/14/37124600-7990-4cea-bacd-3f656e58c38b_20250514T20:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Do you need my policy number?
[AGENT][NEUTRAL] Well, first off, Miss [PII], I'm gonna need to get a good callback number for you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] It's 9 A as in apple 0110999.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[AGENT][NEUTRAL] And while your information is pulling up, how can I help you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, I was doing automatic withdrawal.
[CUSTOMER][NEGATIVE] Uh, to pay my premiums and um my, my bank did a crazy thing because they transferred to another system, so they threw all of my accounts together.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Under a different account number because I had like 3 accounts with them and they combined them all in there so the.
[CUSTOMER][NEGATIVE] The account that I was having my funds drawn from.
[CUSTOMER][NEUTRAL] Uh, the funds are not there anymore, I guess. I've got to figure out with them exactly what they did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're calling regarding your premium payments?
[CUSTOMER][NEUTRAL] So, so.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] OK, so I'll need to verify, I can, I will need to only excuse me, let me start over, Miss [PII]. I can only partially help you with this. What I'm gonna need to do is to verify your information.
[AGENT][NEUTRAL] For security purposes and then I can get you connected with someone who can look at this for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the phone number that you gave me, is that the best phone number that we should have on file for you?
[CUSTOMER][NEUTRAL] Yes, it's my cell phone.
[AGENT][NEUTRAL] OK, OK, thank you. And then lastly I see that we do not have an email address on file for you. Do you use the Internet very much, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, I do.
[AGENT][NEUTRAL] OK, what is your email address and I'll just go ahead and add that.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nicholson, N I C H O L S O N.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. OK, thank you.
[AGENT][NEUTRAL] All right. So that's all of the information, Ms. [PII], that I need to verify. I'm sorry. So I was looking at the [PII] last name and I said that. So, Ms. [PII], that's all I need to ver
[CUSTOMER][NEUTRAL] Uh, yeah, actually, I need to change my last name.
[AGENT][NEUTRAL] OK. So you would have to send in the necessary documents to us for the change of name on the policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when I connect you over to a member of our customer service department regarding your premium, I will let them know that as well and they can explain to you what would need to be submitted to us.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. um, so is there anything else that I could help you with before I transfer you?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well then, thank you so much Miss [PII] for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes ma'am, so one moment please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm all right. Um, I have an insured on the phone. The policy number memory is going to be 79352 for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm still working on my note.
[AGENT][NEUTRAL] But she is calling regarding the premium payment because she says that the bank did something that combined 3 of her accounts together and depleted the funds from this account.
[AGENT][NEUTRAL] That we were drafting the premium from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And then she's also needing to, she says she's gonna need to update her last name but I didn't get it since I was having to transfer her regarding the premium. I didn't get into what she would need to send.
[AGENT][NEUTRAL] To change her name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just told her that she would need to send us the required documentation in order to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Looks like we just lapsed it last month, so we should be able to reinstate.
[CUSTOMER][NEUTRAL] If she can remit the payment.
[CUSTOMER][NEUTRAL] Yeah, 424.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] So yeah she's within the 31 days we can we can fix it.
[AGENT][NEUTRAL] All right then, and then, and then if you'll just.
[CUSTOMER][NEUTRAL] Um, you can go ahead and transfer.
[AGENT][NEUTRAL] OK, and she's fully verified and if you'll please um.
[AGENT][NEUTRAL] Tell her about her last name, what she'll need to do for that.
[CUSTOMER][NEUTRAL] Yeah, no problem, uh, it's her phone, her callback number the same that's in the system?
[AGENT][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] I just put it in there, added her email, but I didn't tell her about the OSC since the policy lapsed.
[AGENT][NEUTRAL] So I did not tell her about that. If you want to tell her about that since it's gonna be reactivated or whatever, potentially, you can, but I didn't since she can't set it up with it being lapsed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, thank you [PII].
[AGENT][POSITIVE] OK doke. All right. Thank you, memory. Have a good evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.