AccountId: 011433970860
ContactId: 70910320-b44d-4896-83bb-e13b7b75d8f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260070 ms
Total Talk Time (AGENT): 108549 ms
Total Talk Time (CUSTOMER): 92550 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/70910320-b44d-4896-83bb-e13b7b75d8f4_20250110T20:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Um, good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and billing. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm well. I actually have a [PII] on the phone she's um calling about her draft that was taken out the other day, uh, apparently we drafted a quarterly amount instead of monthly and she's.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Yeah, she's uh wanting to get that corrected. I don't know if she's I don't know beyond getting it corrected what she's wanting to do, but um I know that's not something that I'm able to do.
[AGENT][NEUTRAL] Right. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] On my
[CUSTOMER][NEUTRAL] Alright, it's 607-212.
[AGENT][NEUTRAL] 607.
[CUSTOMER][NEUTRAL] I, uh, validated her address and phone number and um.
[CUSTOMER][NEUTRAL] The callback number on the screen is her uh call back number.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I let me put a note, honey's done nothing yet. I was.
[CUSTOMER][NEGATIVE] Oh, I hate when it does that.
[AGENT][NEUTRAL] I know we see bank job.
[AGENT][NEUTRAL] Change bank direct information.
[CUSTOMER][NEUTRAL] It might be because of the NSF, but I'm not sure.
[AGENT][NEUTRAL] I'm confirming your transfer.
[CUSTOMER][NEUTRAL] Unless she pay the credit card.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Huh, it's set up for 1830, but why did it do that?
[AGENT][NEUTRAL] That is weird.
[CUSTOMER][NEUTRAL] It's weird.
[CUSTOMER][NEUTRAL] I wonder if it has anything to do with those NSS.
[AGENT][NEUTRAL] And I didn't see anything.
[CUSTOMER][NEUTRAL] She's got 2 for 1 for.
[AGENT][NEUTRAL] Oh, I see, I see, I see, yeah.
[CUSTOMER][NEUTRAL] I'm not sure if that has anything to do with it or not. I'm not sure how that works.
[AGENT][NEUTRAL] Yeah, usually when it's an NSF y'all usually put in there to draft it the next month.
[AGENT][NEUTRAL] But looks like she made a payment right before it came back, a credit card payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, I'm gonna get her over to you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Mhm. I have another [PII] on the phone in customer service and she's gonna help you out with those payments, OK?
[CUSTOMER][POSITIVE] Alright thank you. Yes ma'am, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, I.
[AGENT][NEUTRAL] Notice we did draft for 3 months. I'm not sure why or how that happened.
[AGENT][NEUTRAL] Um, did you want us to refund the 22 extra months or?
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Or do you wanna just
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] The way it's set up right now.
[CUSTOMER][NEUTRAL] It would be OK if I'm
[AGENT][NEUTRAL] It won't draft until April.
[AGENT][NEUTRAL] Um, if you leave it like it is, or we can refund and then they'll draft again in February for 18:30.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess I can uh leave it as it is as long as I'm not gonna take anything out until April.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, uh, and it is set up for just 18:30 and it won't draft until April. It won't draft in February or March.
[CUSTOMER][NEUTRAL] So after April, will it go back to the drafting every month?
[AGENT][NEUTRAL] Yes ma'am, the 1830.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I, I do apologize. I'm not sure what happened.
[AGENT][NEUTRAL] Uh, but I will get our supervisor to check into that and see what's going on.
[AGENT][NEUTRAL] But uh yeah it's it's set up to only draft 1830.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, well, is there anything else I can help you with today, Miss?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Alright, goodbye.