AccountId: 011433970860
ContactId: 55a93d7d-254c-4ce5-bfbb-25caca4d922f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358450 ms
Total Talk Time (AGENT): 195033 ms
Total Talk Time (CUSTOMER): 108854 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/55a93d7d-254c-4ce5-bfbb-25caca4d922f_20250304T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got, um, can you hear me OK? My phone is acting stupid today with this weather. Um, I've got an insured on the phone. Her policy number is 731-226. Her name is [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have verified her policy. She is calling because she sent in her report paperwork and she sent in her bank draft form, but she hadn't been drafted yet. I did not tell her her policy is lapsed, but she's calling to follow up on her policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, uh, pouring, oh, but
[AGENT][NEUTRAL] I see paid today 2000 here.
[CUSTOMER][NEUTRAL] On 731-226.
[AGENT][NEUTRAL] 7312. 0, I'm missing a, a 2. OK. 26. OK, I got the wrong policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and I didn't say anything about their labs because that's what her concern is is that she's sent up.
[AGENT][NEUTRAL] I was like,
[CUSTOMER][NEUTRAL] She wanted to make sure everything was OK with her policy.
[AGENT][NEUTRAL] 1226.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][POSITIVE] OK, thanks [PII]. Have a good day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Hello, good morning.
[CUSTOMER][POSITIVE] Hi, good morning.
[AGENT][POSITIVE] Hi, good morning.
[AGENT][NEUTRAL] Um, I was just advised that, let's see really quick here, um, we have questions about reporting your policy that you have already sent to us, the bank information, but there is no update about how your policy is doing and you, we have not drafted your payment yet.
[CUSTOMER][NEUTRAL] You have not drafted it? No, I don't know if you've drafted it or not, honestly.
[AGENT][NEUTRAL] OK. OK. I do see here.
[CUSTOMER][NEUTRAL] I'm calling to see if, if you have drafted it or not.
[AGENT][NEUTRAL] I don't see here that it has been um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see here that we received the information and I do see all your bank information here. The only issue is that we have not drafted yet. Um, let's see really quick what is the issue here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just a second.
[CUSTOMER][NEUTRAL] I was wondering why it hasn't drafted yet.
[AGENT][NEUTRAL] OK, I do see here, um, yes, unfortunately, um,
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Change was not processed correctly, but we do have all the, all your information. What is the most important part here. Um, we did receive it, we do have.
[CUSTOMER][NEUTRAL] Why wasn't it processed?
[AGENT][NEUTRAL] Um, the only, I apologize, the reason why we didn't draft it is a slight number that we didn't change, uh, where it would automatically draft it, drafted from your bank, but I have that updated, so it should be drafting, let's see, it is the beginning of the month and we.
[AGENT][NEUTRAL] Send a notification for bank draft every week pretty much. Um, so Friday it should be posting um the charge in your account.
[CUSTOMER][NEUTRAL] OK, but now I don't want it to draft until like the [PII] of every month.
[AGENT][NEUTRAL] OK, OK, we received the [PII].
[CUSTOMER][NEUTRAL] That's what I put.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what I put on my paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see another date here, so I can make that correction here and I will make a note about it. Um, what is the date that you would like us to draft, the [PII] you said or?
[CUSTOMER][NEUTRAL] [PII] is what I put on my paperwork I sent y'all.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. I will have that corrected for you because I do see here this error. OK.
[CUSTOMER][NEUTRAL] Gosh, how many errors did they make?
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEGATIVE] If I hadn't have called, I wouldn't even have had this coverage.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, I am working on the correction. We apologize for that, Miss [PII]. I already have this updated for you, um, and you should see the um drafting marked on the [PII] as you had requested. Mhm. Yes, that is correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that'll be great. OK, well, I kept thinking I had not been seeing it drafted out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We apologize for that inconvenience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] Thank you, and we apologize for this mistake, Ms. [PII].
[CUSTOMER][POSITIVE] OK. Have a good day.
[AGENT][POSITIVE] Thank you. You too. Have a nice day.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye bye.