AccountId: 011433970860
ContactId: 6ddd51e0-7bb6-4afb-bd22-5d3fde0e9534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 620979 ms
Total Talk Time (AGENT): 301292 ms
Total Talk Time (CUSTOMER): 218340 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/6ddd51e0-7bb6-4afb-bd22-5d3fde0e9534_20250404T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hi, I'm good. How are you?
[CUSTOMER][POSITIVE] Uh, it's Friday, girl. It's Friday. I'm doing good.
[CUSTOMER][NEUTRAL] Um, I have a member on the line that she said that she's inquiring about her, um, premium payment. It looks like she's set up to draft every 7 of the month, but I'm not sure if she's in arrears or because it did not, uh, pull for [PII]. So I'm not really sure what happened there. And also, uh, she said that it's supposed to be increased and she wants to know how much it increased to.
[AGENT][NEUTRAL] Hm, OK. What's the policy number? I can take a look.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, OK, 2582948.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I didn't see the payment for, um, March, but I'm not sure if she's paying on the beers, you know, there's some policies that pays in the year, so yeah.
[AGENT][NEUTRAL] Yeah, if the group pays in arrears and then they port we are supposed to get them called up with their initial payment, but sometimes, um, that gets overlooked and then they stay in arrears.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And then it's all screwed up.
[AGENT][NEUTRAL] But this looks like.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Something
[AGENT][NEUTRAL] Bree on something.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. Yeah, I saw that too. I see the last change was on [PII], but I checked the notes and I didn't see anything.
[CUSTOMER][NEUTRAL] Reflected, so I'm like, OK, I'm not sure.
[AGENT][NEUTRAL] Right. Yeah, I don't see any notes either.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See, I, I don't know what's going on with the notes and stuff, but
[AGENT][NEUTRAL] I mean, I don't see how people are making changes on policies without putting notes so something's going on.
[CUSTOMER][NEUTRAL] Yeah, because it's like, we don't know what they did, so we didn't know what to say.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Corrected paid due date to [PII].
[AGENT][NEUTRAL] OK, and of course your request, this letter is being provided to you as proof coverage listed below are the details.
[AGENT][NEUTRAL] Right. Um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I mean, when I look at BQPHI.
[AGENT][NEUTRAL] It looks like we did receive.
[AGENT][NEGATIVE] Something. Maybe it was returned.
[AGENT][NEUTRAL] But there's no note for me to know.
[AGENT][NEUTRAL] And then she put December out to the side.
[AGENT][NEUTRAL] So, I have no idea why.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I, I don't know what that is.
[AGENT][NEUTRAL] If that wasn't there she would be paid to 41.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] Because that looks like a refund.
[AGENT][NEUTRAL] Yeah, I have no idea why that's there.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] No idea, no idea why.
[AGENT][NEUTRAL] And no idea.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] Why she would be behind I don't see anything um for a returned draft for the month of March.
[AGENT][NEUTRAL] So, and I'm showing that it was drafted on [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it was drafted?
[AGENT][NEUTRAL] It's in BQPHI it shows that it was so but she's saying it wasn't drafted on her bank account.
[CUSTOMER][NEUTRAL] Oh, OK
[CUSTOMER][NEGATIVE] Uh, um, she said, no, um, well, is that what she said? Oh my [PII], no, I lost the dog. Um.
[CUSTOMER][NEUTRAL] Yeah, I think that's what she said.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me, let me check with her. I think, but I think that's what she said and then she said that the premium is supposed to change and she wanted to know if it did change. Um, let me get, get back with her and see if that's what she said that she didn't see him. OK.
[AGENT][NEUTRAL] Well, hold on, so, let me, why does she think the premium's gonna change?
[CUSTOMER][NEUTRAL] I have no idea, but she thinks it's gonna change.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] Her premium stays the same.
[AGENT][NEUTRAL] Um, yeah, uh, I'll just talk to her so because I have no idea what she's talking about, um, but I'm, I'm gonna have to ask billing about her pay to date and why that adjustment is in BQPHI because I don't see anything where the March payment was returned, so I'm not sure why that's there so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, I don't know, but you can just go ahead and transfer her so I can ask her why she thinks the premiums supposed to be changing and all that. Um, did you verify her?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did. I fully verify her. Yes. Mhm. The number is the same one in the system.
[AGENT][POSITIVE] OK, and her callback number is the same? OK, perfect, thank you.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][POSITIVE] OK, here she comes. You're welcome. Have a good afternoon. Have a good weekend. Bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you, thank you for holding and being patient for Ms. [PII]. I got Ms [PII] on the line. She's in the customer service department. She's gonna assist you with the policy, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] I'm fine, thank you.
[AGENT][NEUTRAL] Good, uh, so I was, um, telling me a little bit about what you were calling in for, um, so.
[AGENT][NEUTRAL] You're calling about your premium supposed to change?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Well, they, I called, well, I think the thing was I had called.
[CUSTOMER][NEUTRAL] It might have been in January.
[CUSTOMER][NEGATIVE] Because I had heard, you know, I just heard from a former employee that uh the prices were gonna go up and so I called, but then I received a letter, uh, it didn't say anything about, you know, the coverage going up or anything like it's just that when I looked on the, um, my checking statement, I didn't see that you all had taken a payment but then she said it's not coming out until the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, the, um, your payment is set, um, for the [PII] of every month, so your next one will be, let me see, actually, uh, this month yours will actually fall on Monday, um, next month it won't fall until the, let me see, oh, the [PII], yeah, so that's right, um, sometimes it's weird if there's more days in a month, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, um.
[AGENT][POSITIVE] It's also on a different day, but yours is falling on the [PII], so that's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what I was looking, uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I, I, I wrote a note on my and I don't know why I wrote this note, but it was saying.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think somebody, OK, this is what it was. I think someone had sent um.
[CUSTOMER][NEUTRAL] Me a second page of somebody else's letter, that's what it was.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and it's not mine, and I just wanted you guys to know that's what it was. I, I, I couldn't remember what I did. I've been kind of busy, but um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I was just making just making sure mine is still good, OK.
[AGENT][NEUTRAL] Yes ma'am, and your premium's not changing, um, it is the 5384, um, if there is a change that's going to be happening, we always send out a notice in advance by letter to let you know that it's a change across the board, um, so the price you're paying when you, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEGATIVE] Convert your policy, uh, that's the price you'll pay unless there's like I said a a change across the board where everybody's premiums go up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, no, it's just my husband it's just my husband and me, so I wouldn't be making any adjustments.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK alright so uh yes ma'am, yours won't change and if there is ever a time where there will be a change you will get a notice um in the mail from APL letting you know um that there will be an increase and it gives you an explanation as to why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it. Thank you very much.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] No, that's it thank you much, have a great weekend.
[AGENT][POSITIVE] You're welcome. Thank you so much for choosing APL and I hope you have a great weekend as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye bye.