AccountId: 011433970860
ContactId: 7ac9b59c-bd82-4a13-bd2b-7167c5706850
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 867669 ms
Total Talk Time (AGENT): 461202 ms
Total Talk Time (CUSTOMER): 258620 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/7ac9b59c-bd82-4a13-bd2b-7167c5706850_20250428T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, my bank account had been hacked and I have an automatic deduction come out for my cancer policy.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I need to update the information.
[AGENT][NEUTRAL] OK, Mr. I I see you have your premium being deducted from your bank account directly, but it was compromised. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] OK. So, yes, ma'am, um, I can help you with that. I'm so sorry that happened to you. What is your callback number first off, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] 01725392
[AGENT][NEUTRAL] OK, [PII], so thank you. Give me just a moment please to get your information pulled up.
[AGENT][NEUTRAL] OK, you said 01725392?
[CUSTOMER][NEUTRAL] Yes, that's what it says on here.
[AGENT][NEUTRAL] OK, so that's for there's something off with that number. Are you the subscriber on the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is your full social because that's not your correct number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK. And again, I will need to verify some information with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we have on file for you is different than the one that you gave me. Do you have another number also?
[CUSTOMER][NEUTRAL] No, the one I gave you now is the, the new number.
[AGENT][NEUTRAL] OK. Can you verify the old number for me?
[CUSTOMER][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] I got a number on the policy here, but it didn't look like my old number I think was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, this one ended in a 31.
[CUSTOMER][NEUTRAL] OK, I don't know what number that is, but it's on the application it's got [PII].
[AGENT][NEUTRAL] OK, so because you verified your social, I'll just go ahead and update it. So the phone number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then do you use email or the internet very much, Ms. [PII]?
[CUSTOMER][NEUTRAL] I use the internet, um, and, and I do have email.
[AGENT][NEUTRAL] OK, and I'm asking that.
[AGENT][NEUTRAL] OK, I'm asking that because we do not have an email address on file for you and we now have a portal that you, well you wouldn't be able to update your information in, but it would give you access to your policy information online and.
[AGENT][NEUTRAL] I could email you the user guy, but I would need to add your email address on file if they if you think that's something you would be interested in.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so what is your email?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My last name is [PII] [PII]
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, where did I lose you?
[AGENT][NEUTRAL] Go ahead. [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now are you going to need that's all of the information that I need to verify and then I'll send you that email that I was talking about once we get off of our call. The email that I will send to you, Mr. [PII] will come from [PII].
[AGENT][NEUTRAL] So that you'll know what's, you know, that that's not junk or spam mail and I will put APL as well in your subject line for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so give me just a moment to reload a couple of things on my screen. I'm sorry about the delay.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now, are you going to be updating just your bank account number or are you also having to update your routing?
[AGENT][NEUTRAL] Number as well.
[CUSTOMER][NEUTRAL] No, the routing is the same.
[AGENT][NEUTRAL] OK, so it's just your.
[CUSTOMER][NEUTRAL] But I can verify that.
[AGENT][NEUTRAL] OK, so give me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if
[AGENT][NEUTRAL] Well, bear with me just a moment. I thought I was ready, Mr. [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, so if you'll just go ahead and verify the routing number for me.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is the new account number that needs to be on file for you?
[CUSTOMER][NEUTRAL] It's one.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oops, I'm looking at the wrong one. No [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's basically the the same account number but a different suffix and.
[CUSTOMER][NEUTRAL] A different way of putting the number in.
[AGENT][NEUTRAL] OK, so I'm just gonna repeat this back. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, fine, thank you.
[AGENT][NEUTRAL] OK, so I
[CUSTOMER][NEUTRAL] And the old one I think it was just [PII].
[AGENT][NEGATIVE] Oh, I've wiped it away.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, well, hold on just a second.
[CUSTOMER][NEUTRAL] Oh, OK. I was just gonna verify the old one because.
[AGENT][NEUTRAL] Yeah, go ahead, uh.
[AGENT][NEUTRAL] No, ma'am, I can't.
[CUSTOMER][NEUTRAL] Oh, OK. I was just gonna verify it for you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] But basically it's the same account just set up a little bit different the way the word numbers have to go in.
[AGENT][NEUTRAL] Uh, you can go ahead. I can think I can still see that in one space.
[CUSTOMER][NEUTRAL] OK, it should have been 1653351, and then it would have been 50.
[AGENT][NEUTRAL] Yes. Yes, ma'am. That is, yes, that is what we had had. Mhm. So, but that has been updated to the new number at this point.
[CUSTOMER][NEUTRAL] Unless
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well I've got that updated and again I'll send you that email about the portal. Is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Yes, I think I owe last month's payment.
[CUSTOMER][NEUTRAL] Cause I didn't see it come out of my account.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So, I think I owe for excuse me, March, and then I don't know if this is gonna
[CUSTOMER][NEUTRAL] Hit my account in time to come out for this month?
[AGENT][NEUTRAL] OK, so let me see.
[CUSTOMER][NEUTRAL] For the change.
[AGENT][NEUTRAL] OK, so what I can do is, are you wanting to pay over the phone for the um
[AGENT][NEUTRAL] Like with the bank card, credit card for the March.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I will have to connect you.
[CUSTOMER][NEUTRAL] Yeah, it's showing, I owe it, right?
[AGENT][NEUTRAL] It does show that your policy is currently paid until [PII]. Yes, ma'am. It shows 31 on here.
[AGENT][NEUTRAL] And it does show that that payment got returned because of the draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see. Now, what I'm gonna do, it looks like this may be
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] I'm gonna connect you first with a member of our customer service department.
[AGENT][NEUTRAL] To see if they were just going to draft the additional premium this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and if they, they can verify that for you and then if you still are wanting, if that's not going to occur and you want to go ahead and pay over the phone, then they can connect you over to someone who could process that payment for you.
[CUSTOMER][POSITIVE] OK, that's good.
[AGENT][POSITIVE] OK, alright, and I'll give them your policy number and let them know that you've been fully verified, so you're not gonna have to do that again.
[CUSTOMER][NEUTRAL] OK, you said that wasn't my policy number. Is there a different number?
[AGENT][NEGATIVE] It should be 0.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] 725392.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because this is 017.
[AGENT][NEUTRAL] Yes, and I'm not sure why that one, yes, ma'am. Some of the older policy numbers that did occur with the putting a one there, but it does not need to be there.
[CUSTOMER][NEUTRAL] Um, my policy um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright then, well again, anything else I can help you with before I connect you over to customer service?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope you have a great day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh, yes, ma'am. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. 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 today?
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][NEUTRAL] I'm good, thank you. So I have an insured on the line. Um, her policy number is 725392.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She called to update her bank account only because her account had been compromised so the routing didn't change so I updated that but she was wanting to make a payment over the phone but there is a note that says draft returned account closed set up for additional draft.
[CUSTOMER][NEUTRAL] That just happens when, so based on what you're saying.
[AGENT][NEUTRAL] 43.
[CUSTOMER][NEUTRAL] Yeah, based on what you're saying her account got compromised so you updated it to the new account that happened prior to you yeah that happened prior to you updating so that was just something that was generic. She is scheduled to set set up for a double draft.
[AGENT][NEUTRAL] Today.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] On the [PII] of this month, so that would be March and April, but if she's wanting to pay over the phone, she can still pay over the phone now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I'm just gonna, I wanted to confirm that the additional draft, I see that 2136, but I just wanted to make sure that that.
[AGENT][NEUTRAL] Was correct so I will let her know that I'm not gonna transfer to you she can either I'll verify she wants to wait to just have it double drafted or if she wants to pay I'll transfer the customer I mean to billing.
[CUSTOMER][NEUTRAL] OK, but yeah, and then when billing gets it, just let them know that she's, that she's wanting to make a payment and that that additional draft needs to be taken out that's all if that's what she's gonna do.
[AGENT][NEUTRAL] And they can do that.
[CUSTOMER][POSITIVE] Yeah, they know how to do that. They're the ones that put it in there.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I got you. OK, that's what I want to verify. Thank you.
[CUSTOMER][POSITIVE] You're welcome, [PII]. I hope you have a good day and let me know if you need anything else.
[AGENT][POSITIVE] All right, all right. You too, [PII]. Will do. Thank you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mr. [PII], this is still [PII]. OK, so I verified with someone in customer service instead of transferring you that yes ma'am you are set up to have it double drafted this month.
[CUSTOMER][POSITIVE] OK, that's great.
[AGENT][NEUTRAL] When it drafts. So if you want to just leave it that way, then you know you can do that. If you want to pay for it now, I can still connect you with someone in billing, but it is scheduled to double draft.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, well, that's OK if it's scheduled to double draft. I'm, I'm happy with that.
[AGENT][NEUTRAL] OK. All right. Well, OK then. Well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right, well then, thank you again for calling and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. All right, bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.