AccountId: 011433970860
ContactId: 64d199d1-83fc-48e0-893f-4f384b31e95f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 585419 ms
Total Talk Time (AGENT): 265994 ms
Total Talk Time (CUSTOMER): 204197 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/64d199d1-83fc-48e0-893f-4f384b31e95f_20250210T17:49_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]. Hey, [PII] and billing. How are you?
[AGENT][NEUTRAL] I'm good, [PII] and billing. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have a customer on the phone. He's, um, wanting to change his payments from month or from annual to monthly or vice versa. I apologize. I'm not sure which one, but that's not something that I can do.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] No, we're not doing it today. We're not doing anything today, but, uh, what's his number? I'm sorry, what's his number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, his policy number is 2558535. So Mr. [PII].
[AGENT][NEUTRAL] 853 5.
[AGENT][NEUTRAL] Let's see what we got here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's gonna be 3558535.
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And he wants to he's a bill quarterly. He's wanting to change.
[CUSTOMER][NEUTRAL] Whatever he's filled out now he's wanting to change it to whatever the opposite of annual or monthly whichever one it is.
[AGENT][NEUTRAL] Oh my [PII]
[AGENT][NEUTRAL] OK, yeah, um.
[AGENT][NEUTRAL] Alright, if he's wanting to go monthly, we'll have to email him a bank draft form where he can print it off, but I'm thinking out loud, not you, um, OK, put, put, put Mr. [PII] through and he and I'll stumble through it together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I've already verified him and um you know, verified his information and the number on the screen is his callback number.
[AGENT][POSITIVE] Wonderful. Thank you, Ms. [PII]. You have a good day, dear.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, just one moment. Thanks you too.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Yes sir I have [PII] on the phone and she's gonna help you out with changing that payment over.
[CUSTOMER][POSITIVE] OK, thank you. Yes, sir. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Good morning, Mr. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm fine thank you.
[AGENT][NEUTRAL] Good, good, good. So Mr. [PII], Mr. [PII] telling me that you're calling today to make a payment, uh, frequency change, is that correct, sir?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and are you wanting to go to monthly bank draft?
[CUSTOMER][NEUTRAL] Yes ma'am, and that information is already out on my account.
[AGENT][NEUTRAL] I, I'm not seeing that, um.
[CUSTOMER][NEUTRAL] I just looked at it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well I'm seeing where it's set up to do uh ACH payment from claims, um.
[CUSTOMER][NEUTRAL] 00, OK, OK, that's from, oh, OK, that I would, uh, the information is the same. Is there some place online that I can set that up or not?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I just, I, I just assumed that's what y'all were gonna do and uh.
[CUSTOMER][NEUTRAL] Things have kind of changed in my household and I need to go I I can't do the yearly payment anymore. I need to do the the monthly.
[AGENT][NEUTRAL] OK. All right, so let's do real quick, let's verify your uh.
[AGENT][NEUTRAL] Your bank account number, um, a routing number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, wonderful. It's patching what we have and that bank account number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, wonderful. OK, I went ahead and just added it there for you. Um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But there should be a place online where you can do that yourself and let's get this other screen changed let's see, so you, you do wanna start a monthly um.
[AGENT][NEUTRAL] Bank draft, correct?
[CUSTOMER][NEUTRAL] Yeah yes ma'am, and there's probably one due right now.
[AGENT][NEUTRAL] All right, so what day do you want?
[CUSTOMER][NEUTRAL] And I'm back I'm, I'm.
[CUSTOMER][NEUTRAL] I'm back on your deal.
[CUSTOMER][NEUTRAL] about and it says payment that payment preferences refers to.
[CUSTOMER][NEGATIVE] Me receiving money.
[AGENT][NEUTRAL] OK, yes, yes, sir. One second, let me check on something.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I don't see any deal there at all.
[CUSTOMER][NEUTRAL] About me making payments.
[AGENT][NEUTRAL] right
[AGENT][NEUTRAL] OK. So, uh, what day of the month would you like for this to roughly draft around?
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] The [PII]. OK. So I have added that um.
[CUSTOMER][NEUTRAL] That gets me. That's my, my Social Security check comes on the [PII], and that'll put it kind of in the middle.
[AGENT][NEUTRAL] All right, all right, so what will happen is let's say um let's say that um.
[AGENT][NEUTRAL] Monday falls over the uh let's say the twin falls like on a Monday or Tuesday it will not draft out to that following weekend.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it'll draft on or around the [PII].
[CUSTOMER][NEUTRAL] OK, then then then.
[CUSTOMER][NEUTRAL] Alright, we'll make it the [PII] then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So again, it will draft on or around the [PII] of every month.
[CUSTOMER][NEUTRAL] Make it a bit
[CUSTOMER][NEUTRAL] Got it, got it. And I, and what will that, what will that be?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] I divided the yearly by 12 and got 5620. I didn't know whether it was more if you did it on a monthly basis or if it was the same.
[AGENT][NEUTRAL] It should be the same. Let me, let me, um.
[AGENT][NEUTRAL] Find my little handy dandy calculator here because yes, I do need to make sure we're not drafting you monthly at 67,440 don't I?
[CUSTOMER][NEGATIVE] that'd be rather embarrassing.
[AGENT][NEUTRAL] Did you say you came up 56?
[AGENT][NEUTRAL] Did you say 5620? OK, let me, oh, hold on one second. I need to.
[CUSTOMER][NEUTRAL] 5620.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That's what I got.
[AGENT][POSITIVE] Right, that's exactly what I've came up with as well. So let's do this and we're gonna start.
[CUSTOMER][NEUTRAL] OK, now, will that, will that draft, will, will that draft this [PII]?
[AGENT][NEUTRAL] It'll draft on or around the [PII]. Yes, sir.
[CUSTOMER][NEUTRAL] I know, but will it be this, will it do it in February is my point because I, I, my policy.
[AGENT][NEUTRAL] Oh, yes, sir, for February, yes, yes, yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Good enough. I just wanna make sure I didn't need to mail you a check because, uh, uh, my policy started over in February and we've been traveling and I just didn't.
[CUSTOMER][NEUTRAL] Uh, I, well, to be honest with you, I forgot about it.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] And I had to see it.
[CUSTOMER][NEUTRAL] Laying here so.
[AGENT][NEUTRAL] OK, well, would
[AGENT][NEUTRAL] We, we are gonna get you taken care of and just watch for it and um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You should this should come out uh on or around the [PII] and we'll see it before you do. But again, like you said, the [PII] falls on, uh, let's say the [PII] this year is this, this Friday, correct? So yours will not draft this weekend, but if I'm not mistaken, I hope I'm not wrong, it may draft this weekend, but it, it my mind, I believe it's gonna be next weekend.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, and that'll be it that'll be fine. That 674 would have been very both of us.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] He would have done what SARS.
[CUSTOMER][NEUTRAL] I said that if you hit me for 674 that might have embarrassed both of us.
[AGENT][NEGATIVE] 00, it would have horrified me. It would have absolutely horrified me if I had done that to you. Oh my gosh. Yes. So no, we have got you down for 5620.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, I got your name. I'd, I'd call back and ask for [PII]. I can tell you.
[AGENT][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Oh my goodness, I would have had a, oh Lord have mercy. No, we do have you for 5620 for uh starting this, for this month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good that's all I needed.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, is, well, you too, Mr. [PII]. Thank you for calling APL sir. Bye-bye.
[CUSTOMER][POSITIVE] Thank you very much you have a good day.
[CUSTOMER][NEUTRAL] Uh bye bye.