AccountId: 011433970860
ContactId: 52643a5d-9cfe-4612-bcac-65cd98fe4ad4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 701280 ms
Total Talk Time (AGENT): 96994 ms
Total Talk Time (CUSTOMER): 182489 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/52643a5d-9cfe-4612-bcac-65cd98fe4ad4_20250106T22:52_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] over in customer care. How are you today?
[AGENT][NEUTRAL] Hey, I'm well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing OK. I am wondering if you can help me with a policy and like a premium for the month of December.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] So the policy number is 00110526 for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this, um, I have the insured on the line. She's
[CUSTOMER][NEGATIVE] Um, very upset.
[CUSTOMER][NEUTRAL] Um, anyways, she wants to cancel her policy, and I told her I can do that for her, but I, I'm [PII] and so she wants to know about her December premium and as far as like if anything is gonna be refunded back to her and then also if you could help me on the date the premium comes out I had told her the [PII], she told me I was lying to her that it comes out on the [PII].
[AGENT][NEGATIVE] Oh dear.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on one second, let's see [PII].
[AGENT][NEGATIVE] Oh, I don't see that that's even set up, um.
[CUSTOMER][NEUTRAL] So I did delete out her bank information. I will tell you that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, because
[CUSTOMER][NEGATIVE] Yeah, she, she's not happy.
[AGENT][NEUTRAL] OK, it looks like the payments are posted on the [PII], usually, um, that doesn't mean that's when we received it so much as, I mean, I would assume with it being a direct bill that it that does it does do that but because it's so consistent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, every once in a while I see one on the [PII] that's um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's probably due to like a weekend or something, but it's, it's like literally posted on the [PII] of every day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's a bank draft, it looks like.
[CUSTOMER][NEUTRAL] And so if we cancel today, will she get anything back for December?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, her policy looks like it was, it's paid through.
[AGENT][NEUTRAL] Uh, we, we bill from on the [PII], you know, or I'm sorry, let me start over.
[AGENT][NEUTRAL] The pay two dates are on the [PII], so it covers her through the [PII]. I do not believe they pro rate.
[AGENT][NEUTRAL] she would just be covered through the [PII] because I mean she's already in January, she's already been.
[AGENT][NEUTRAL] You know what I mean by that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So we took the premium on the [PII] or it posted on the [PII] for [PII].
[AGENT][NEUTRAL] Well, I don't even see that. Let's see, received. Oh, it's on the [PII]. I apologize, yes ma'am. So yes, ma'am, she paid on the [PII].
[CUSTOMER][NEUTRAL] OK, so the premium received on the [PII] that posted was for the full month of December, is that how I'm under, is that correct?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so she has not paid any premium for the month of January.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] What is she upset about?
[CUSTOMER][NEGATIVE] Um, she says that we've been scamming her. She says that we don't do what we say we're gonna do. She's reported us to like, um, for insurance fraud. She's like going on and on about how we had her date of birth wrong. I mean, you name it, Toyota, we've done it.
[AGENT][NEUTRAL] Oh, we've had this checker since [PII].
[CUSTOMER][NEGATIVE] I know and she's like you guys, she's like you guys are dishonest. She was like, You lied to me and then I'm newer so I go to the piat screen and I see the draft date on there as the [PII] and I said, you know, I show the draft date is the [PII]. You're lying to me. Why are you lying to me? It comes out on the [PII]. I see it on my bank statement, more lies. Why are you guys telling telling me lies.
[AGENT][NEUTRAL] I, I don't
[AGENT][NEUTRAL] I do see that it was set for the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] That's so weird.
[CUSTOMER][POSITIVE] And I'm like, ma'am I'm like I'm literally trying to give you the best information you know so.
[CUSTOMER][NEUTRAL] OK. Do you mind just, I don't know that you can even do anything, but if I go and tell her this, that she's not getting anything back for December, do you mind just staying just in case? I mean, I'm sorry. You can say no. OK.
[AGENT][NEUTRAL] I don't mind at all. No, I don't mind.
[CUSTOMER][POSITIVE] Thank you, just a second.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thanks for hanging in there. I'm gonna let you go. She needs a supervisor, so there's nothing else that you can do for me.
[AGENT][NEUTRAL] I'm sorry, honey.
[CUSTOMER][POSITIVE] That's all. Thank you.
[AGENT][POSITIVE] Good, good luck. Bye.