AccountId: 011433970860
ContactId: 51efc86e-76f0-4c4b-8ce0-7e421426915d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304019 ms
Total Talk Time (AGENT): 169742 ms
Total Talk Time (CUSTOMER): 99900 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/51efc86e-76f0-4c4b-8ce0-7e421426915d_20250210T22:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, this one I'm confused about. Um, can I give you a policy number?
[AGENT][NEUTRAL] Yeah, hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what's that policy number?
[CUSTOMER][NEUTRAL] So it's 777, and in my head popped up 9311.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] It's 77745.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second. Let me open up another window to pull that up.
[CUSTOMER][NEUTRAL] Oh my God, as soon as I got ready to say it out loud.
[AGENT][POSITIVE] That's all right. I do that sometimes too.
[CUSTOMER][POSITIVE] That was hilarious.
[AGENT][NEUTRAL] Hold on it now I can't get my stuff to work right. OK, there we go.
[AGENT][NEUTRAL] OK, for that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So she was calling saying that she wanted to check on her premium because she hasn't received a bill. And I looked and I saw the payment in December that was received, but the pay to date still says January, so I didn't know.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] I was just confused.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so yeah, the last payment we received was her quarterly payment for the month of October, November and December, so she should have gotten a statement um.
[AGENT][NEUTRAL] A bill, I mean, um, around the, the [PII].
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] So, when I'm reading this ledger that 82,080 that was received on [PII], that was what those three payments are below it.
[CUSTOMER][NEUTRAL] Or it's going up.
[AGENT][NEUTRAL] OK, so it's going up. So the 82,080 on [PII], that's us billing her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, I did say it right the first time, OK.
[AGENT][NEUTRAL] Mhm. So when you see the um the minus over there, those are the payments that we have received and so the months um that it applied to are typically out to the side. Now sometimes I have seen it where the the wrong month is applied um.
[AGENT][NEUTRAL] But so the, the last payment she paid of 82,080 went towards the month of October, November and December, yeah.
[CUSTOMER][NEUTRAL] October.
[CUSTOMER][NEUTRAL] OK, so that 12:20 we billed her, but she, we haven't received a pay a payment. OK, so she needs to make that payment.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I will let her know.
[AGENT][NEUTRAL] All righty. Was that it?
[CUSTOMER][NEUTRAL] Yeah, I, yeah, that's it. So if she now wants if she asks me to make the payment over the phone because it's drafted, either she can make it with a card on with group billing or how does that work with her draft?
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] OK, she's not set up for draft, she's set up for a direct bill.
[CUSTOMER][NEUTRAL] Oh, then I don't know why she said draft or maybe she, I don't know what she meant by drafting. I was thinking bank d.
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] I think maybe she used to be on a draft. Hold on, let me check. It looks like she used to be on a draft and they were coming back NSF and then for some reason she was changed. Let me check the notes and see.
[CUSTOMER][NEUTRAL] Oh, maybe that's why she said it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Unless you apply 4 months worth of premium.
[AGENT][NEUTRAL] Sent by check.
[AGENT][NEUTRAL] OK, so yeah, she was changed to quarterly last July.
[AGENT][NEUTRAL] Um, because she was sending in the, the payments by check, so we can't do a, um, direct bill monthly. It has to be quarterly, semiannually or annually. So if they want to send in a check, they have to pay it one of those three ways. They can't pay it monthly. So if she wants to change it back to draft, we can definitely do that. We just need to send her a new EFT form, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But otherwise if she's ready to pay over the phone, stay with a credit card, um, you would just send her over to billing the account's already set up for that, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Alrighty. Well, thank you, ma'am [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] I appreciate you. All right.
[AGENT][POSITIVE] No problem have a good one.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Hm