AccountId: 011433970860
ContactId: 62e179bf-2967-4203-ae6c-c5681120959e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642380 ms
Total Talk Time (AGENT): 270855 ms
Total Talk Time (CUSTOMER): 342937 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/62e179bf-2967-4203-ae6c-c5681120959e_20250310T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got, hey, I've got Miss um [PII], oh my gosh, Rainwater, what was her last name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, Rainwater on the phone. She is calling about policy number 256.
[CUSTOMER][NEUTRAL] 2930.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have verified all of her information and she received a letter stating that her premium wasn't received and that she is on bank draft, which is true, she has another policy she was checking about the accident policy which is on bank draft and has a too, but this one in particular does not have a 2, it has a 3.
[CUSTOMER][NEUTRAL] For check
[CUSTOMER][NEUTRAL] Instead of a 2 for bank draft and she's calling she doesn't know that I didn't tell her that but she's just calling about the policy. She's just calling about the policy and why she's receiving that letter.
[AGENT][NEUTRAL] Oh, uh-huh.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, got you. OK, OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Just let me know when you're ready.
[AGENT][NEUTRAL] Um, I'm gonna pull up this letter real quick just to see the date on it, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][POSITIVE] OK, alright [PII] you're welcome bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, [PII] was just saying that you were calling in because you received a letter from us about the payment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm just looking at this to see.
[AGENT][NEUTRAL] Um, it looks like we do have your bank draft information set up.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm trying to see what might have happened there.
[CUSTOMER][NEGATIVE] Just generated uh first year letter and computer, computers don't sync.
[AGENT][NEUTRAL] Right now it does show.
[CUSTOMER][NEUTRAL] I'm sure that
[AGENT][NEGATIVE] It it has not been paid for uh January or February. I don't know what could have happened.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] It, it, it gets, listen to me, sweetie. It gets paid every quarterly.
[AGENT][NEUTRAL] Quarterly, OK.
[CUSTOMER][NEUTRAL] Yes, see the see the electronic tech, whatever you wanna call it, every quarterly.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It it was 4 months.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Quarterly is every 4 months.
[AGENT][POSITIVE] That is right.
[AGENT][NEUTRAL] Yes, ma'am, that's right. So it's 6810 every 4 months or every 3 months, sorry, 3 months.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there you go. CC 810, whatever that, whatever that means, go ahead.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm just not sure what happened here. It did not draft for the 1st quarter.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Well, there you go. I'm always the problem. I mean, I, uh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It does feel that way.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Computers are not the best smart ones. I'm telling, you know, let the human beings look over this stuff we send it out. I mean, it's just crazy. Generate the damn letters scare the crap out of everybody.
[AGENT][POSITIVE] Right. Sometimes it's better.
[AGENT][NEUTRAL] Oh yeah, yes.
[CUSTOMER][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Trying to see what in the world.
[CUSTOMER][NEUTRAL] When was this the last time it was paid?
[CUSTOMER][NEUTRAL] I just called here a month or two ago about this.
[CUSTOMER][NEUTRAL] I've got to get some information.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Well, I hope we can get it straight today. um.
[CUSTOMER][NEUTRAL] 00, and then.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let me ask you this, um, now it will need to be paid for the first quarter January, February and March.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, do you mind if I set it up to go ahead and draft for that and then it will draft.
[CUSTOMER][NEUTRAL] Is that one policy or 2? I have 2 policies there.
[AGENT][NEUTRAL] OK, let me check the other one. Now this is just one policy.
[CUSTOMER][NEUTRAL] For the cancer, right?
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] That is right. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I'm accidental too. I'm quite clumsy.
[CUSTOMER][NEUTRAL] In fact, that's the one I gotta file.
[AGENT][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Say that accident.
[CUSTOMER][NEUTRAL] I turned myself into union firework [PII].
[AGENT][NEGATIVE] Don't do that.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Yeah, now it shows your accident did draft the first quarter because it's paid to [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh. And let me ask you, baby, while we, while we got that information out there, how much is that one per month or?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Um, let me see, it's 39, I mean 3510.
[AGENT][NEUTRAL] Um, quarterly.
[CUSTOMER][NEUTRAL] It's what, 3 months?
[CUSTOMER][POSITIVE] Yeah, 3510, yeah, that's real reasonable, yeah.
[AGENT][NEUTRAL] So wait
[CUSTOMER][POSITIVE] Alright, thank you for letting me get that out of my head there.
[CUSTOMER][NEUTRAL] 3510 breaks down to like 1515, yeah, yeah, yeah.
[AGENT][NEUTRAL] I think it's 1170 monthly, I believe.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] It's all right. So let's, so that one is still drafting out we're good.
[AGENT][NEGATIVE] I'm down.
[AGENT][NEUTRAL] Yes, ma'am, that's right. And your cancer shows the same poli I mean, the same bank and everything.
[CUSTOMER][NEUTRAL] I don't know what that is.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You can't, you know, like I said, these, uh, all these computers or something else.
[AGENT][POSITIVE] You've got that right.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Um, some guns.
[CUSTOMER][NEUTRAL] I had one lost my house like one time cause they switched systems.
[CUSTOMER][NEGATIVE] I go pay that woman additional money that day, then all of a sudden they found.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I have the worst luck with this stuff like this.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] And it does seem to go crazy. I mean, gosh, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm. Well, that happens. Just gotta stay on top of everything.
[AGENT][NEUTRAL] And we certainly right, even if you think it's coming out monthly or you know, on draft, sometimes stuff happen.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Somebody made a missed stroke somewhere or something.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEGATIVE] And not caring to look back at why after it was been coming out.
[CUSTOMER][NEUTRAL] What happens? I don't know how that flow goes, but that would be my guess.
[AGENT][POSITIVE] Yeah, and right, that's right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you mind if I set this up to draft this week or is that a
[CUSTOMER][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] Let me see. Oh yeah, I got money, yeah.
[AGENT][NEUTRAL] I will do that and then I will go back and change it back to draft along with your other one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Um, but this will get your first quarter taken care of.
[CUSTOMER][NEUTRAL] Yeah, that's um
[CUSTOMER][NEGATIVE] But yeah, we definitely won't do that. That's fine.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] My purse.
[AGENT][NEUTRAL] Um, now, I do have that set.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you should see that late this week maybe early next week, but you'll be seeing it in in the next few days, you know, it just takes a few days for it to go through on your end.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then I want to discuss when this drafts out. Oh hell, where's my checkbooks there it is, uh, the
[CUSTOMER][NEUTRAL] The uh date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know what day is uh draft out quarterly.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now it shows the [PII] of the month. Let me see when it drafted the last time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's good. That's fine. That's fine. My money usually comes in at 28. That's fine. That'll work.
[AGENT][POSITIVE] OK, and we can definitely change it if you ever want to.
[CUSTOMER][NEUTRAL] Mm, no, that'll work. Now what information you need is that what kind of uh numbers we got on this, the last four on this account [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Oh, now which account are you looking at?
[CUSTOMER][NEUTRAL] Either one of them how the payment is, what is the tool that pays them a debit card number or a checkbook number?
[AGENT][NEUTRAL] Oh, it's gonna be your checkbook number. Yes, ma'am.
[CUSTOMER][NEUTRAL] So and that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I'm sorry I have so many questions.
[AGENT][NEUTRAL] I'm just looking
[AGENT][NEUTRAL] No, it's fine.
[AGENT][NEUTRAL] And it shows Common sense is that the name of the bank?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] my father.
[AGENT][POSITIVE] But I do have you set to um drag out this week for the cancer policy and it's $68.10. So um you are good to go.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Yeah, I got to get on my game there and make a claim too.
[CUSTOMER][NEUTRAL] Uh, anyway, yeah.
[CUSTOMER][POSITIVE] OK, well that's good we have this all set.
[AGENT][NEUTRAL] Yes, ma'am. Yes, and you can throw away that letter. Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, well, all right, good then. I'm taking care of it. I'm not in jeopardy. We can't help with the computers do what they do, you know, they're so damn smart.
[AGENT][NEGATIVE] No, no.
[AGENT][POSITIVE] Right, but it's a good thing you called for sure.
[CUSTOMER][POSITIVE] All right, dear. No problem. So you have a good rest of the afternoon.
[AGENT][POSITIVE] You too. Thank you. Thank you and thank you for calling APL.
[CUSTOMER][POSITIVE] Right, thank you.
[CUSTOMER][POSITIVE] Uh huh thank you.