AccountId: 011433970860
ContactId: 7025c7a0-f5d3-4357-9340-064f0ef4dc14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 768169 ms
Total Talk Time (AGENT): 266011 ms
Total Talk Time (CUSTOMER): 248951 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/7025c7a0-f5d3-4357-9340-064f0ef4dc14_20250206T22:09_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]. How are you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm doing well thank you. I have an insured on the line, um, we took out her, um, direct deposit, I mean not direct deposit, I'm sorry, electronic transfer, it came back as insufficient funds. She wants to pay that over the phone, but she has a question too if a payment goes back due to insufficient funds, will that cancel out her next withdrawal?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I'll have to check on that because I'm actually not sure.
[CUSTOMER][NEUTRAL] Yeah, I wouldn't either, and she's concerned about that, but let me give you the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 228.
[CUSTOMER][NEUTRAL] 8209
[AGENT][NEUTRAL] OK, and who do we have on the line?
[CUSTOMER][NEUTRAL] For [PII] or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her call back so [PII], but she does want to know that information does that cancel out her electronic withdrawal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the next quarter.
[AGENT][NEUTRAL] All right, let me ask that really quickly so that I have to answer when she gets on the line.
[CUSTOMER][POSITIVE] I thought that was a good question.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you can go ahead and send her over.
[CUSTOMER][POSITIVE] All right. Thank you. Let me get her on the line. Hope you have a great evening. One moment.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] Alright, Miss [PII], thank you for your patience. I do have [PII] in our billing department. She's gonna assist you with the processing of the payment, and she is checking on that um question regarding your.
[CUSTOMER][NEUTRAL] Automatic withdrawal for next quarter, OK?
[CUSTOMER][NEUTRAL] Oh she's gonna address that as well? Yes.
[CUSTOMER][POSITIVE] Alright thank you so much for your time and thank you for calling EPL. I hope you have a lovely evening.
[CUSTOMER][POSITIVE] Thank you you too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm well, thank you.
[AGENT][NEUTRAL] Alright, so I understand you would like to make your um quarterly payment of 33,720. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, I do want to say before um I take this payment, um I did receive a response uh regarding if you have an NSF or insufficient funds return, um, if that cancels out your next ACH and the person that handles the NSF said, um, that it won't cancel out the ACH and that it will next time it will double draft.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So when um that
[AGENT][NEUTRAL] So that's what I was gonna say is, did you want, I can ask if there's a way that we can cancel it so it doesn't double draft, or did you wanna go ahead and just let it double draft instead of making a credit card payment today?
[CUSTOMER][NEUTRAL] Now I want security that this um insurance does not lapse. So yes, let's go ahead and pay it now and if it double, double drafts next time, well that'll only put me.
[CUSTOMER][NEUTRAL] I had.
[AGENT][NEUTRAL] OK. OK, so you don't want me to see if, if it, it cancels or if it, if we can cancel it, you just want to let it go ahead and let it double draft and make a payment today?
[CUSTOMER][NEUTRAL] Yes, when will it when will it draft again?
[AGENT][NEUTRAL] Um, let's see what your date is.
[AGENT][NEUTRAL] So your draft date is the [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The [PII] of what?
[AGENT][NEUTRAL] Um, so like, uh, your day of the month, uh, it'll just say a day of the month, and we have the [PII] for your draft date of the [PII] of every month.
[CUSTOMER][NEUTRAL] It's not the [PII] of every month if it gets paid quarterly.
[AGENT][NEUTRAL] Sorry, not every month. I'm sorry, uh, every, uh, quarterly, so every, um, cycle. So then your next draft date would be since it was a return payment, it might try again this month on the [PII].
[CUSTOMER][NEUTRAL] Of February.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] That's fine, um, because I just didn't think that it would, it would uh draft again until 4 more months from now.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Yeah, let me go ahead and make this payment now please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I mean if I go a month without this getting paid it could lapse and I don't wanna risk that so I wanna make sure that it's paid and then if it charges me twice next month, well then I'll be ahead um.
[CUSTOMER][POSITIVE] I'll be that much more ahead for the upcoming payments.
[AGENT][NEUTRAL] OK. All right. So I'm just getting that payment information in today. So it'll be 33,720 and
[AGENT][NEUTRAL] That will move your pay date to April.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Right, correct.
[CUSTOMER][NEUTRAL] To [PII], correct?
[AGENT][NEUTRAL] It'll be [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], all right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] March
[AGENT][NEUTRAL] 2228828.
[CUSTOMER][NEUTRAL] You need a break. OK, uh, um, is the next, the next quarterly payment wouldn't be in April.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because this is already February.
[CUSTOMER][NEUTRAL] So February, March, April.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So your next quarterly payment, it'll draft since your draft date is the [PII], um, and you would pay in, so it would be [PII] would be your draft day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But your policy, if you make a payment today, your policy will be paid up until [PII].
[CUSTOMER][NEUTRAL] OK, let me just
[AGENT][NEUTRAL] And then when your payment drafts on.
[AGENT][NEUTRAL] Uh, the [PII], then that'll pay you 3 more months.
[CUSTOMER][NEGATIVE] OK, so pain today.
[CUSTOMER][NEUTRAL] Takes care of February.
[CUSTOMER][NEUTRAL] March
[CUSTOMER][NEUTRAL] In April.
[CUSTOMER][NEUTRAL] Then on [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] And on [PII].
[CUSTOMER][NEUTRAL] It'll auto pay.
[AGENT][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] For the next
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so today I
[AGENT][NEUTRAL] And if
[AGENT][NEUTRAL] Yeah, so if you're, if they don't try to take the draft again that was returned on the [PII] of this month, then expect that to be taken out also on [PII].
[CUSTOMER][NEUTRAL] OK, so there's a possibility on [PII] I could get drafted for um.
[AGENT][NEUTRAL] Yeah, there will be eventually, yeah, eventually there will be a double draft um but I'm not sure if they will attempt it again this month or if they'll go ahead and just wait for your regular due date and then so that'll be um [PII].
[CUSTOMER][NEUTRAL] Two amount
[CUSTOMER][NEUTRAL] OK, and that'll take care of uh.
[CUSTOMER][NEUTRAL] What month?
[AGENT][NEUTRAL] Um, so let's see, double draft, what if you make a payment today, that will put you 6 months. So that will be to [PII]. [PII] would be your, your policy will be paid up until then.
[CUSTOMER][NEUTRAL] So that's be there with your payment today and your payment either on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so did you wanna go ahead and make a payment that payment today still?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] like something.
[CUSTOMER][NEUTRAL] With this, um, how can I see this, these payments, um.
[CUSTOMER][NEUTRAL] So I see him online.
[AGENT][NEUTRAL] Uh, yeah, so, um, I think.
[CUSTOMER][NEUTRAL] Or can you send me a receipt by email?
[AGENT][NEUTRAL] Yeah, after we take this payment, I can email you the receipt, the payment receipt.
[CUSTOMER][NEUTRAL] And can you um provide me the other information that you're providing me now uh as far as the possibility of being um drafted twice on [PII].
[AGENT][POSITIVE] Yeah, I can give me send you an email that has all of that in it that I that I explained.
[CUSTOMER][POSITIVE] OK, perfect. What is your name, please?
[AGENT][NEUTRAL] Yeah, OK, [PII].
[CUSTOMER][NEUTRAL] [PII] and you are in what department?
[AGENT][NEUTRAL] Uh, billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be fine thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, now I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, that would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] So 5 or 6.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright and the expiration date?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And last thing you need is the zip code.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What's on the zip code? Uh, zip code is [PII].
[AGENT][NEUTRAL] OK, and the email we have is [PII]. Is that a good email for you?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Alright, that payment was successful and uh you should see that receipt immediately um in your inbox and then um as soon as we hang up this call I will send you an email with everything that we talked about um with the NSF and the possible double draft that's on the way.
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] Yeah, no problem. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it for today.
[AGENT][POSITIVE] All right. Well, it's a pleasure assisting you. Thank you for calling ATL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.