AccountId: 011433970860
ContactId: 73bd3546-74f6-42d8-9a08-55df015d7cde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431279 ms
Total Talk Time (AGENT): 99332 ms
Total Talk Time (CUSTOMER): 164233 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/73bd3546-74f6-42d8-9a08-55df015d7cde_20250411T16:18_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], I was wondering if you could look into something for me with my uh monthly payment that I make.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your, can I get your name and um your policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] My last name is [PII], and let me pull up my policy number. I don't have it pulled up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well, it didn't go to the side. Hang on one second.
[CUSTOMER][NEUTRAL] Can you just pull it up with my social?
[AGENT][NEUTRAL] I can. What is that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, just need a few pieces of information if you don't mind. Um, do you, what is your birth date?
[CUSTOMER][NEUTRAL] Um, my birthday is [PII].
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, and lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And how can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Uh, it showed that my payment came through as a non-sufficient fund, and I guess it came through before my husband's payday, and I didn't move anything into savings, I mean, from savings. I didn't know it had done that. But I called yesterday and they said to wait till today and call back and see if it was corrected or not, or re-ran to see if it went back through.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It looks like you are paid to [PII]. Were you making the payment for May?
[CUSTOMER][NEGATIVE] Uh, maybe what they did is re-ran it and pulled it out. I don't know. Yesterday, it showed a returned, it showed that it was returned.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For lack of funds. And so that's why I was double checking. Um, it sounds like they fixed it, but I just wanted to make double sure don't want to lose my cancer policy.
[AGENT][NEUTRAL] Oh, I understand. Um, let me.
[AGENT][NEUTRAL] Let me check one other thing.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I show everything is current, but um, do you mind if I transfer you over to our billing department and they can look further? They have access to some screens, but I don't.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. Give me one moment. Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APO. This is Mole group billing. How may I help you?
[AGENT][NEUTRAL] Hi, um, this is [PII] on the care team, and I've got an insured on the line that she had insufficient funds on a payment, and she wanted to make sure that everything's been taken care of and was told to call back today.
[CUSTOMER][NEUTRAL] OK, you said you had an insured on the phone and she's wanting to make sure that everything is taken care of, um, she had an NSF, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um, what is that policy number, dear?
[AGENT][NEUTRAL] It's 177-5159.
[AGENT][NEUTRAL] And I verified the caller.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And you said you verified everything?
[AGENT][NEUTRAL] Yes, do you need her call back?
[CUSTOMER][NEUTRAL] I do, please.
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] I just wasn't, I wasn't sure where to look to see if we posted a payment or.
[CUSTOMER][NEUTRAL] I'm not showing, I mean her policy paid current but I'm not showing any NSFs or anything um.
[CUSTOMER][NEUTRAL] Oh, I'm not sure about that one.
[AGENT][NEUTRAL] I looked at the notes. There was a note from [PII]. I'm not sure who the.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh, carry, let's see.
[CUSTOMER][NEUTRAL] Yeah, she's paid current but um.
[CUSTOMER][NEGATIVE] In [PII] shit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, I'm still not showing anything come back on us from us.
[AGENT][NEUTRAL] OK, she just wants to make sure nothing lapses, so.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No, it's not lapsed as of right now, but I mean I can tell her that that's not a problem, um.
[CUSTOMER][NEUTRAL] I mean just
[CUSTOMER][NEUTRAL] Yeah, I can tell her.
[AGENT][POSITIVE] OK, OK, thank you so much. I'm gonna put her online just so she feels assured that she's talked to the right department, so.
[CUSTOMER][NEUTRAL] Well, and
[CUSTOMER][NEUTRAL] Yeah, you can send her on.
[AGENT][POSITIVE] OK, thank you so much. Appreciate it.
[CUSTOMER][POSITIVE] Uh, no problem. You have a good day.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.