AccountId: 011433970860
ContactId: 7042018e-ee6c-4b54-b0a6-2d53f272a2c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 971479 ms
Total Talk Time (AGENT): 518587 ms
Total Talk Time (CUSTOMER): 366843 ms
Interruptions: 8
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7042018e-ee6c-4b54-b0a6-2d53f272a2c5_20250121T19:00_UTC.wav
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[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Uh, I have a question about my billing. Um, it used to be a bank draft all the time, and then I got a letter when November. I'm talking to my son here because he does my bills. Yeah, uh, she, she got a, well, both my mom and dad, they've got a letter, I think in August or September.
[CUSTOMER][NEUTRAL] Saying that they could continue their coverage but they had to uh fill out a new form with uh I think their bank information and so they, they filled that out and then I think my dad's was OK but then my mom's uh wasn't because then she got a letter like in November saying.
[CUSTOMER][NEUTRAL] That um the the bank draft was invalid for some reason and so it was a form to send it in again and so she sent that in again but we she checked the checking account it still hasn't been drafted for her so that's why we're calling in to see what's what's going on with that policy for her.
[AGENT][NEUTRAL] OK. So, um, and what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm just [PII]'s son. I just help my parents out with billing and so.
[AGENT][NEUTRAL] Sure, I understand. OK, so Miss [PII], um,
[AGENT][NEUTRAL] First off, what we will need to do, you have a question regarding the bank direct information that you sent back to verify that it was received, is that correct?
[CUSTOMER][NEUTRAL] Right. Yes. Uh-huh.
[AGENT][POSITIVE] Since you haven't seen it drafted, OK, yes, now I can help you all with this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, first off, what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, it's 02559343.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So give me one moment to get your policy information pulled up and then I will need to verify several things with you first for security. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we would have on file, well, actually the phone number we have for you rather is the what you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, so just one moment, please.
[AGENT][NEUTRAL] And while some other information is loading, Ms. [PII], I just, um, have you wanted to ask you, have you ever set up your profile in our portal? Now you can't make your payments or anything like that, but this would, it would give you access to your policy information online.
[CUSTOMER][NEUTRAL] Mm, I don't think so.
[AGENT][NEUTRAL] Has anyone ever discussed that with you? OK, so I would be happy to email you the user guide to that email address that we just verified and then if you want to have your son [PII] or you know to help you set that up that's you know, completely up to you but um again that would just give you access to your information online as well.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would be, that would be OK.
[AGENT][NEUTRAL] OK, OK, well I can send you that when we get off of our call and say that you all will be able to recognize uh where it is coming from. It's the email will come from [PII].
[AGENT][POSITIVE] And I will put [PII] in the subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so what I'm going to do actually because I can see it looks like maybe that there had been an error on the account number.
[AGENT][NEUTRAL] But that that has been corrected mhm but that is according to this is that has been corrected. What I'm gonna do is connect you with one of the members of another team that can verify when that draft will be coming out.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the amount on that draft, um, but you all will not have to re-verify any of the information Ms. [PII]. I'm gonna give them the policy number and let them know that that has already been done before I release the call to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So is there anything else that I could help you with before I connect you?
[CUSTOMER][NEUTRAL] You want, you want that?
[CUSTOMER][NEUTRAL] No, uh, uh, can you double check my dad's? I think his is fine. See, it was weird because they, they both got a letter in, I don't know, like I said, August or September saying, uh, they continue the policy. They just had to send in the um the, you know, bank account information. And his was fine, um, because he didn't get a letter in November and then my mom got a letter in November saying that there was a
[CUSTOMER][NEUTRAL] Uh, something wrong with the, the account number or the number and and the only thing we could think of is when she was writing down the account number for the.
[CUSTOMER][NEUTRAL] For the form, uh, that I guess got off my number um wrote the wrong number, so she sent in that letter that was wanting the correct information, and I told her so you probably should just go ahead and put a like a voided check in there just to in the safe side. So she did that too and so I thought it would be then, you know, redrafted or corrected um starting in either December or or January and they looked and they, they only see the one from my dad, um.
[CUSTOMER][NEUTRAL] For that amount, not, you know, for two amounts, um, so we figured, well, something's still not right. So, but I, I think you, you tracked it down, you know, what's, what's the issue to get one.
[AGENT][NEUTRAL] I think it was corrected and they're going, there's gonna be an additional draft. I'm just not sure about what date that that is going to draft on.
[AGENT][NEUTRAL] Um, which is why I was gonna connect you all over to someone who could clarify that now as far as your father's account, I won't be able to provide any information. Is he there?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yeah, he's here. Um, do you wanna go ahead and just make sure, yeah, yeah, I can get him. Uh, let me, uh, I'm, I'm sure it's fine like I said because it's, it's showing he's getting pulled the, the bank draft, but let me, uh.
[AGENT][NEUTRAL] So, I mean if.
[CUSTOMER][NEUTRAL] Let me grab him. He may not know the policy number though, um.
[AGENT][NEUTRAL] And do, do one of you all have it so that I can pull up his information?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um, the only reason I knew hers is from the letter that she got in November. It had it on there, um, but maybe we have something that has.
[AGENT][POSITIVE] Now I can try with this full social to locate it.
[CUSTOMER][NEUTRAL] I don't know, yeah, let me just go grab.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] as well. OK. Hello.
[CUSTOMER][POSITIVE] Yes, can I help you?
[AGENT][NEUTRAL] Hi Mr. [PII], this is [PII] with APL. How are you doing today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Just fine. How are you doing?
[AGENT][NEUTRAL] I'm doing fine, thank you. So [PII] was um wanting to just try to verify that your account is in order as far as your draft, but I have to receive your authorization in order to speak to him for this one phone call only if you're OK with me providing him that such information. OK, so, um.
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that'll be fine.
[AGENT][NEUTRAL] OK, and I need to look up your information. He said he did not have your policy number. If you don't know your policy number, Mr. [PII], I can look up your information with your full social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, let's see.
[AGENT][NEUTRAL] And if you can just verify your information with me for security purposes first, so if you would please verify Ms. [PII], your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and also your the address that we have on file, it is the same as the one we just verified with Ms. [PII], so that is the correct address. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] OK and then um your phone number that we would have on file?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then the last thing to verify is gonna be your email address please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh-huh, perfect. OK, thank you so much. So again, um, you are fine with me speaking to [PII] regarding your policy information for this call today? OK. Well, thank you very much for taking time to get on the line with me. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Yes, yes, yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, you too. Cheers, [PII].
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK. And [PII], just so that when I make my notes correct, or do you spell your name with an [PII] or [PII]?
[CUSTOMER][NEUTRAL] Is this right?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. OK, thank you.
[AGENT][NEUTRAL] OK, so on your father's policy, um.
[AGENT][NEUTRAL] It is active. It's currently.
[AGENT][NEUTRAL] Hey, do you wanna verify the information?
[AGENT][NEUTRAL] I don't see where there's been any discrepancies on that.
[CUSTOMER][NEUTRAL] Uh, no, I just.
[CUSTOMER][NEUTRAL] Yeah, I, I
[CUSTOMER][NEUTRAL] Yeah, because it should be 1980 for for both of them and so that's what I, I knew that uh.
[CUSTOMER][NEUTRAL] The um their checking account was only showing 1980 for.
[CUSTOMER][NEUTRAL] $19.80 for December and January, and I think November also. So I knew, I said, well, something's still not right with uh with my mom's because it's, it used to be, you know, it used to be uh the double, double that, so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right. So I can see again, you know, his is, his is fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so [PII]in, if you give me, can you hold on for me for just one second, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I called you.
[AGENT][POSITIVE] Well that's good.
[AGENT][NEUTRAL] For coming today.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] OK. All right. Love you too, honey.
[CUSTOMER][NEUTRAL] Your place on, keep on.
[AGENT][POSITIVE] Thank you, thank you both so much for holding for me. I do appreciate it. OK, so what I can do now is, um, I will transfer you all like I, unless you have any other questions on your father's policy before I.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You do the profile for him to you online. No, he can, she was asking if I wanted to do the profile. I, I'll, I'll set up his account with, with the email that you sent my mom. I, I don't think we ever messed with that because when they um they taught, they were both teachers at school and then that you could you could continue that after they retired and so they just, there was never a need to, to mess with uh setting up an account but but I can do all that later.
[AGENT][NEUTRAL] Put you through.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, and again that just gives them access to have their information online if they had wanted to look at their policy, you know, or anything like that, they could just log in or you can help them log in um.
[AGENT][NEUTRAL] That's really it's just a convenience tool again you can't update any information like you know addresses, phone numbers you can't make any type type of changes or the invoice this is strictly related to policy information or um claims information online.
[AGENT][NEUTRAL] But yes, you would follow the same steps for to set up an account for your father.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, we just need to talk. You can transfer us, yeah, because I was looking at their, their checking account. It looked like the last one was October where that it had for both of them, and then starting in November it only had, um, only had one, so yeah, I guess we need to.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Uh, start back page or whatever.
[AGENT][POSITIVE] Sure. Well, I will be happy to get you all connected. So if that is all I can help you with, thank you all for calling today and I hope that you, everyone has a nice and safe afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. So one moment, please.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good how about yourself?
[AGENT][NEGATIVE] Well, I'm fine. Long time no talk to you.
[CUSTOMER][POSITIVE] I know, right? [PII]. I don't think I talked to you this year yet.
[AGENT][POSITIVE] [PII]. It's almost [PII], but yeah, you know, hey.
[CUSTOMER][NEUTRAL] What you got for me, girl.
[AGENT][NEUTRAL] Uh, I have an insured and her son on the line. Um, her policy number is 2559343 [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, and again, I verified everything. She's on the call and her son, [PII], and they're calling to.
[AGENT][NEUTRAL] See when to make sure her account is straightened out because apparently we had, there was a number wrong somewhere but that's been corrected.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] There's only one note that I saw about it's gonna be set up for additional draft.
[CUSTOMER][NEUTRAL] It is set up but it just look came out yet.
[AGENT][NEUTRAL] But don't, anyway, so they were just wanting to know when that's gonna be and, you know, for how much and verify exactly which month. It looks like it's gonna be 3 months.
[CUSTOMER][NEUTRAL] It's gonna be 4 because by the time it dry, yeah.
[AGENT][MIXED] 4, a total of 4, the 3 back and the next one. OK, but I didn't get into those weeds with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no problem, um, what's the callback number?
[AGENT][NEUTRAL] I wasn't sure, but they're fully verified and the number in the system would be the one to call them back on. And his father, just so you know, in case they bring it up, his father also has a policy. They were both teachers, uh, Mr. Ms. [PII]. We've his policy's fine and we've already gone over that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh, but anyway, so it should just only be this policy that they wanna talk about.
[CUSTOMER][POSITIVE] OK, send him over. Thank you.
[AGENT][NEUTRAL] OK. All right, [PII], thank you. Oh, and I did email her the OSC information as well.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too, hon.
[AGENT][POSITIVE] All right, thanks. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.