AccountId: 011433970860
ContactId: 6b462056-c80a-4fda-8173-f7510d29022c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410559 ms
Total Talk Time (AGENT): 212400 ms
Total Talk Time (CUSTOMER): 174688 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/6b462056-c80a-4fda-8173-f7510d29022c_20250501T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]'s [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you there?
[CUSTOMER][POSITIVE] I'm good, thank you. So I have an insured on the line.
[CUSTOMER][NEUTRAL] With policy number 101.
[CUSTOMER][NEUTRAL] 9058 Miss [PII].
[AGENT][NEUTRAL] OK, I'm gonna have to call her Miss [PII] back.
[CUSTOMER][NEUTRAL] She was
[CUSTOMER][NEUTRAL] Yeah she was OK well she was calling and the phone number in the system is her number to call back on if something happens she's fully verified.
[AGENT][NEUTRAL] Uh, I
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Um, she was calling because.
[CUSTOMER][NEUTRAL] She was wanting to have her March and April premiums drafted because she didn't have enough money to cover the premium.
[CUSTOMER][NEUTRAL] But from what I can see, it looks like this policy is paid to April and an additional draft amount has been set up but she just needs to verify which month that additional is gonna be for. Is that for March and April or April and May? I mean, based on what I'm seeing, it looks like April and May, but she just wants to go because she definitely does not want this policy to turn to lapse.
[AGENT][POSITIVE] Draft is already set up in place, yeah.
[AGENT][NEUTRAL] Ja.
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] I say diagnose draft return is. Let me go back and see if I can tell [PII]. Hold on one second.
[AGENT][NEUTRAL] 15. I just see one month being drafted see that additional amount down there in the bottom corner?
[CUSTOMER][NEUTRAL] Uh-huh, but which month? So she's gonna have.
[AGENT][NEUTRAL] So just
[AGENT][NEUTRAL] It has to be for April cause she's only paid to, you know, for one. Help me think this out loud before I talk to her.
[CUSTOMER][NEUTRAL] But she was thinking she wasn't paid for March, so she was yeah so she's just wanting to verify she just wants to make sure that whatever needs to be drafted basically is drafted she was thinking it was gonna need to be March and April.
[CUSTOMER][NEUTRAL] But I explained to her it looks like our policy is paid to 41 with an additional draft already set up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So is that gonna be for April and then her her May premium? So yeah, but I just wanted you to confirm that since that's out of my scope.
[AGENT][NEUTRAL] April and May. April and May, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, she, because she's paid to [PII]. I went to BQPHI.
[AGENT][NEUTRAL] And I mean it's just that a lot. OK, so I see where they subtracted it and then add it back in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that just paid her to 401 because March looks like it cleared. April just did not clear.
[AGENT][NEUTRAL] So they added it back.
[CUSTOMER][POSITIVE] OK. So if you can just confirm that with her, she would be very grateful. OK, [PII]. Well, thank you so much.
[AGENT][NEUTRAL] Yeah, I can.
[AGENT][POSITIVE] All right, don't put her on through. Have a good day.
[CUSTOMER][NEUTRAL] You too, [PII]. Bye-bye.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm. Bye.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] I'm fine and you?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. Miss [PII], uh, [PII] says you have some questions today about your payment and what, and which drafts are gonna be redrafted. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so Ms. [PII], your March payment did clear. OK, so you are set up to draft for, yes, ma'am, the March did, the April did not, but the March cleared.
[CUSTOMER][NEUTRAL] It did clear?
[AGENT][NEUTRAL] So you are set up to draft probably this weekend I would say for April and May, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am. So it's gonna do both of them at the same time.
[AGENT][NEUTRAL] Yes, ma'am. That'd be $30.60.
[CUSTOMER][NEUTRAL] OK, but I made sure I got it in there.
[AGENT][NEUTRAL] OK wonderful but um you probably won't see it come you know you it should come out this weekend if I'm not mistaken and you may see that on your bank account Monday or Tuesday, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. So, uh,
[CUSTOMER][NEUTRAL] That's what I was, I just want, I just wanted to make sure.
[AGENT][NEUTRAL] Yes, ma'am. You are set to draft for April and May only. The March did, it did clear your bank.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so what, what, what bank account do you have the same bank account?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Citizen's National Bank.
[CUSTOMER][NEUTRAL] Yes ma'am, you know they changed the name to [PII] or something.
[AGENT][NEUTRAL] With our system just has not apparently been updated.
[AGENT][NEUTRAL] If it was that if that was the original name that's probably what it still is. I mean that you know they just have kind of left it that way in our system.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] But we can verify your, uh, see your marks did clear, so apparently it's a good account number. I can't read it back to you, but you can read it to me if you'd like to verify it, verify it.
[CUSTOMER][POSITIVE] Oh no, I'm good.
[AGENT][NEUTRAL] OK. OK, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, I, I don't have it, I don't have it with me. I'm in a car.
[AGENT][NEUTRAL] OK. All right, well, that's fine, but you should be good to go and if you have any problems or issues, do give us a call, OK?
[CUSTOMER][POSITIVE] Yes ma'am, I sure will.
[AGENT][NEUTRAL] Alright, is there anything else that we can help you with today?
[CUSTOMER][NEUTRAL] Um, I think I asked her for some insurance cards or something. Do I have any information on this. I guess she gone, she said she gonna send it through email, but um, I like, I like for it to be paper, put it on paper, send it in the mail or something. I can't keep up with all this stuff. I, I'm not really a good computer email person or whatever.
[AGENT][NEUTRAL] Right, we do not have ID cards for this, this benefit, but we do have, you know, you have your policy, um, do you have your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's what she told me.
[CUSTOMER][NEUTRAL] Yes ma'am, she did give me my policy number, so I need to try to keep up with it this time.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes, ma'am, and that's what if you go to the doctor, present them with that policy number and our [PII] number and that way they can call us and verify your benefits with us.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then.
[AGENT][NEUTRAL] All right. Was there anything else we can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, ma'am, I think that'll be all.
[AGENT][POSITIVE] OK, well, thank you for calling ATL Ms. [PII]. You have a wonderful day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right bye bye.