AccountId: 011433970860
ContactId: 47246406-604b-4439-81d3-c006f61f7ad2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404179 ms
Total Talk Time (AGENT): 195845 ms
Total Talk Time (CUSTOMER): 160535 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/47246406-604b-4439-81d3-c006f61f7ad2_20250106T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], and I just wanted to make sure that y'all got my um ACH form that I emailed in for my premium that's due on [PII]. Can you help me with that?
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you um with your um bank draft off the form.
[AGENT][NEUTRAL] Um, can you please give me your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Oh, you bet it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] 02570162
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you and then I'll also need for you to verify your address, phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] Sure, the address is [PII], uh, the same phone number I just gave you [PII] and the email address is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It looks like Ms. [PII] we have your work email address.
[CUSTOMER][NEUTRAL] OK, so that's gonna be [PII].
[AGENT][NEUTRAL] Yes, ma'am. Thank you for verifying your policy for me, Ms. [PII]. OK. So you just want to make sure that your direct deposit is set up. I'm, I'm sorry, your automatic bank draft.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My, my direct my direct payment, yeah, yeah, I just wanna make sure that that's set up. I sent that to y'all last week or week before last. I'm not, I don't remember when.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[CUSTOMER][POSITIVE] I just wanna make sure that y'all got it and it's all ready to go.
[AGENT][NEUTRAL] Can you give me the last four digits of your account number for your bank account so I can make sure we've got the correct one?
[CUSTOMER][NEUTRAL] Oh, you bet. Give me just a second here.
[CUSTOMER][NEUTRAL] Let's see, um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yes ma'am, I do see that um.
[AGENT][NEUTRAL] I am going to.
[AGENT][NEUTRAL] Go ahead and transfer you on over to customer service so that they can change your mode of payment to bank draft because I noticed it's still on um.
[AGENT][POSITIVE] Mail a check in so I'm gonna get that fixed for you uh but it's gonna be a just a brief hold. I'm gonna let them know that you already verified your policy and that everything, you know, added up and you've got it all complete so you don't have to do that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you on over thank you so much for calling APL.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] in the care team.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Hey, I've got Ms. [PII] on the phone. Her policy number is 2570162.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I would fix this myself, but I don't have access to it. Looks like when Kiki put in her um bank draft authorization information I verified the account numbers correct but she's still on a mode of payment 3 and she should be 2. Isn't it 3 check?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, 3 would be is quarterly, you know, like they they're billed, they're billed.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, mode of payment is 3, which would be direct pay by check.
[CUSTOMER][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] Oh, I'm sorry, honey.
[CUSTOMER][NEUTRAL] That's well that's what I meant. I'm sorry, frequency. Hold on, let me get my brain around this. OK, God dog, I don't do this enough to frequency should be it should be a 2 and a 12 if I remember right, I think, oh God, a 2, wait, no, a 2 and a 12.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but wait a minute.
[AGENT][NEUTRAL] Well, she may be wanting to pay annually, so I'm gonna let you talk to the insured just to make sure that she wants that annual payment on there.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Oh wait a minute honey, wait, uh, OK, now I'm really confused. It was she not set up for bait draft.
[AGENT][NEUTRAL] Yeah, she set up for bank draft the bank draft I saw Kiki in the notes put it in, but it's on mode it's on mode of payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I 3 for check.
[CUSTOMER][NEUTRAL] Yeah, that looks like she's being billed.
[CUSTOMER][NEGATIVE] Oh God, I just don't do this enough to really know. I'll be honest with you.
[AGENT][NEUTRAL] Yeah, and she should be a 2.
[AGENT][NEUTRAL] And she should be a 2.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] For direct for bank draft.
[CUSTOMER][NEUTRAL] God help me.
[CUSTOMER][NEUTRAL] I'm sorry my brain was so knee deep. OK, honey, go ahead and put her through. I'll probably gonna have to call her back because I'm not even sure.
[AGENT][NEUTRAL] But I'm gonna let you speak with her.
[AGENT][NEUTRAL] She's holding
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About anything on this like thingy.
[AGENT][NEUTRAL] Well, for bank draft, for bank for bank draft mode of payment is 2, frequency 1 would be annually which the uh um the premium looks like it would be annually, but you gotta just ask or make sure it should be annually and not monthly.
[CUSTOMER][POSITIVE] All right, dear, have a good day. Uh.
[CUSTOMER][NEUTRAL] You can't do bank draft can only be done monthly from my understanding.
[AGENT][NEUTRAL] And then just
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That's what I'm trying to say. What is she, you know, I'm like, I'm so confused, OK.
[AGENT][NEUTRAL] Yeah, go ahead and talk to her.
[CUSTOMER][NEUTRAL] Well, yeah, I'm, I'm gonna have to call her back because I'm not real sure myself now, to be honest with you. All right, put Miss [PII] on for dear.
[AGENT][NEUTRAL] See what
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] All right, thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.