AccountId: 011433970860
ContactId: 472c17d4-fc91-4b5c-b75a-e5c0f11f4f23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637000 ms
Total Talk Time (AGENT): 296122 ms
Total Talk Time (CUSTOMER): 321393 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/472c17d4-fc91-4b5c-b75a-e5c0f11f4f23_20250313T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] [PII], this is [PII]. I still haven't had my premium taken out of my uh checking account. And I think something must be wrong.
[AGENT][NEUTRAL] OK, I'm so sorry, Ms. [PII]. What did you say your last name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You are
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, thank you. And what is a good call back number for you first off, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and you said that you were calling Ms. [PII] because you have not seen your payment drafted from your account, is that correct? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, and it was supposed to be $38 this month.
[AGENT][NEUTRAL] OK, I can have.
[CUSTOMER][NEUTRAL] It's 1719 each month, but she said that I would be taken out this month and it's almost the half of the year, in other words, it hasn't been done yet.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can help you with that. I can take a look at that for you, Miss [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, let's see, where is it?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 00453704
[AGENT][NEUTRAL] Can you say that again for me?
[CUSTOMER][NEUTRAL] 004537-04
[AGENT][NEUTRAL] Thank you. One moment please while I get your information pulled up and once I do, I will have to verify several things with you first for security purposes. So just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, it's the only one, yes.
[AGENT][NEUTRAL] All right. Thank you. And then the last thing, Ms. [PII] is your email address, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] OK, thank you very much. So just one moment.
[CUSTOMER][NEUTRAL] And the message I have was supposed to come out on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] For 2 months, $19 for 2 months.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'll just give me a moment please to verify some information. OK, so Ms. [PII], I do see.
[AGENT][NEUTRAL] It currently shows that your policy is now paid to 41.
[AGENT][NEUTRAL] I see, where you had called and spoken to someone in February?
[CUSTOMER][NEUTRAL] Yes, it was since, well, I have been doing this since [PII].
[AGENT][NEUTRAL] Regarding that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. It shows that on [PII].
[AGENT][NEUTRAL] That we received, it was for the 2 $19 for February and for March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that paid your premium up until [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I didn't receive anything out of my checking account.
[CUSTOMER][NEUTRAL] I have no record of you taking it out.
[AGENT][NEUTRAL] Just in this shed, let's see.
[CUSTOMER][NEUTRAL] It should be American public life, right?
[CUSTOMER][NEUTRAL] APNL
[AGENT][POSITIVE] A well it should show APO, yes ma'am.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, ma'am, it does show on [PII].
[AGENT][NEUTRAL] That that was received by us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me look again on the [PII].
[AGENT][NEUTRAL] That we received the funds. So they may have, you know, taken that out a few days before cause, you know, it takes a couple of days.
[CUSTOMER][NEUTRAL] Alright, well, let me go to my checking account and you say it was supposed to have been on the [PII] or [PII].
[AGENT][NEUTRAL] Or to go between the.
[AGENT][NEUTRAL] We received, yes, ma'am, we received the funds on [PII].
[AGENT][NEUTRAL] According to my, our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I tell you, I have a ghost.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK. 37.
[CUSTOMER][NEUTRAL] 35.
[AGENT][NEUTRAL] And again, for you, it may have been a few days before, but it shows for us 37.
[CUSTOMER][NEUTRAL] Is it not one, OK.
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] And it should say APNL and it should be for $38.
[AGENT][NEUTRAL] It was, it looks like.
[CUSTOMER][NEGATIVE] For the [PII]. I do not have anything in 3 at all for $38.
[CUSTOMER][NEUTRAL] In my checking account.
[CUSTOMER][NEUTRAL] I got Health, United Healthcare, but that's for AP. So, but I need it for you for $38. And this is what's been going on. I just haven't had it taken out and it worries me because it's, I know it's only $19 a month, but it's important, you know, I, I have to have that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, so now I'll be happy.
[CUSTOMER][NEUTRAL] Policy, but it's not showing.
[AGENT][NEUTRAL] Now, I can transfer you over to a different department to verify that, but I, again, your policy is paid to 41.
[AGENT][NEUTRAL] And it shows $19 twice for your February and your March premiums. Mhm.
[CUSTOMER][NEUTRAL] Or not, right. I, it hasn't come out yet, and this is the [PII].
[CUSTOMER][NEUTRAL] And you say you've received it. Let me research it a little bit and make sure it's actually happened.
[CUSTOMER][NEGATIVE] It's not coming out of my checking account.
[AGENT][NEUTRAL] OK, do you?
[AGENT][NEUTRAL] Do you want to verify your account? They can the we have.
[CUSTOMER][NEUTRAL] OK. My number of my account.
[AGENT][NEUTRAL] Because I
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it might be coming out of somebody else's account.
[CUSTOMER][NEUTRAL] Just a second. Let me get my check. I sent it. I sent it to you. I have a copy of it, in fact.
[AGENT][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] We show, we show, uh-huh.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Because it it shows it's a bank draft.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bank account number is [PII].
[AGENT][NEUTRAL] Yes, ma'am. That is the account number that we have.
[CUSTOMER][NEUTRAL] And the routing number is [PII].
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[AGENT][NEUTRAL] That is what we have on file for you.
[CUSTOMER][NEUTRAL] So I just sit and wait until it shows up and this is the [PII].
[AGENT][NEUTRAL] Yes, ma'am. Now you may wanna reach out to your financial institution and ask them about it, but we have received the funds.
[CUSTOMER][NEUTRAL] But it hasn't been recorded to me, OK, in my account and it's APNL or APL.
[AGENT][NEUTRAL] Well, APL APL or American Public Life. Yes, ma'am.
[CUSTOMER][NEUTRAL] 5. OK. All right. I will call my, my, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] PNC then. OK, thank you. Mhm.
[AGENT][NEUTRAL] OK. Well, you're welcome. And one last question for you, Ms. [PII], do you use the, um, do you use the internet very much?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I don't. I don't know how to use it. I'm [PII], but I do try.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, well, you, well, if at some point, I just wanted to ask that because we now have a portal in which our members can set up a profile to have access to their information online. Now, it wouldn't include your premium information, but it would be more just related to your policy information. So I just wanted to make you aware of that.
[CUSTOMER][NEUTRAL] Well, I wonder if, if, uh, PNC has that on record like that.
[AGENT][NEUTRAL] Well, they wouldn't have, well, they wouldn't have that information for our portal. That would strictly be something personal for you.
[CUSTOMER][NEUTRAL] Say like Pay, PayPal, Pal. This is something that you do. No, it wouldn't be me anyway.
[AGENT][NEUTRAL] No. Well, no. No, ma'am. It's not anything you can, yeah, it wouldn't be anything that you
[CUSTOMER][NEUTRAL] You take it out automatic. Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] But I just wanted to make you aware. Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Cause you take it out.
[CUSTOMER][NEUTRAL] OK. Um, we'll just leave it like that.
[AGENT][NEUTRAL] But I would just check with your, with your bank then and verify because we did and you can it does show we received it on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You received it on [PII]. OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, you received it.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] OK. Well, yes, ma'am. You're welcome. So is there anything else, Ms. [PII] I can help?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it will come automatically out now, right? Now, March and April, it'll come out on the [PII] again.
[AGENT][NEUTRAL] It it is
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Well, yes, and somewhere, it's set to draft on the [PII], but depending on how that falls, you know, it's usually a few days.
[AGENT][NEUTRAL] It may not be exactly on the [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you very, very much. I'll check up on it this, from this end. OK. Thank you.
[AGENT][NEUTRAL] OK. Well, oh, well.
[AGENT][POSITIVE] Well, you're very welcome. If we can help you further, call.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][POSITIVE] Back if that's all I can help you with today though, Ms. [PII], thank you again for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh. You too. Bye-bye.
[AGENT][NEUTRAL] No. Bye-bye.