AccountId: 011433970860
ContactId: 7fde86a4-4cff-4aed-9205-bbff0c78d003
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589799 ms
Total Talk Time (AGENT): 209865 ms
Total Talk Time (CUSTOMER): 217064 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/7fde86a4-4cff-4aed-9205-bbff0c78d003_20250612T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I was calling to talk to memory.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Do you need my policy number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK, and, and I was returning her call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just one second.
[CUSTOMER][NEUTRAL] OK, it's 9 A as in apple 0110999.
[AGENT][NEUTRAL] OK, it looks like she's currently out of the office and returning on [PII].
[AGENT][NEUTRAL] Do you wanna give her, you wanna, I can see if she left some notes, um, let me see what was it regarding?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] [PII] is Tuesday.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, what
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] What was it regarding?
[CUSTOMER][NEUTRAL] I had sent her my bank account information.
[CUSTOMER][NEGATIVE] And whenever she left a voicemail, I, I, I, she said something about, she guess she didn't do something right or anyway, sounded like she wasn't able to.
[CUSTOMER][NEUTRAL] Link my account.
[CUSTOMER][NEUTRAL] So you guys could do automatic withdrawal.
[AGENT][NEUTRAL] OK, let me, uh, let me look at the notes. Um, can you verify your date of birth for me, please, and your address?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] And then, what is your address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have your email address?
[CUSTOMER][NEUTRAL] Yes, it's under [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And Ms. [PII], can I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me see if she left some notes.
[AGENT][NEUTRAL] OK, so were you, did you send in a form to.
[AGENT][NEUTRAL] Um, change your bank account or?
[CUSTOMER][NEUTRAL] Yes, I sent in the form.
[AGENT][NEUTRAL] OK, let's see, looks like.
[AGENT][NEUTRAL] OK, looks like our group billing had reached out [PII] to take payment.
[AGENT][NEUTRAL] Oh wait, I mean, it looks like there's something even we uploaded your policy certificate. Let's see, previous.
[AGENT][NEUTRAL] I'm sorry, let me read this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like we were we it looks like she'd left a message, called and asked how to run the bank draft for the month of May.
[AGENT][NEUTRAL] So I guess it looks like to me that you've paid for April or March and April.
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mailed to check in.
[CUSTOMER][NEUTRAL] Uh, waiting for them to
[CUSTOMER][NEUTRAL] Update my information with this account number.
[AGENT][NEUTRAL] The the account ending in [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is that the right account?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, um, that's what we've got on our.
[AGENT][NEUTRAL] In our system, um, that's what's loaded, um, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, let me do this. Let me get you to our group billing, um, they'll be able to, are you wanting to pay for May right now? Is that what?
[CUSTOMER][NEUTRAL] Well, I, I don't know I don't know if you guys uh were able to get this through and draw withdraw it they would have had enough time to withdraw the May payment from this account. I just didn't know she wasn't clear in her message, so I didn't know.
[CUSTOMER][NEUTRAL] if she was having a problem with it.
[AGENT][NEUTRAL] OK, let me, let me.
[CUSTOMER][NEUTRAL] Or, or, she said she didn't, she must have not entered something right or whatever.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] So I didn't know if that got I haven't heard back from her so I didn't know if that got corrected or what.
[AGENT][NEUTRAL] OK, yeah, it looks like right now we we still have May do so let me do this let me get our group billing on the line and see if um we can get it sorted out with them if you can give me one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team. I've got a member on the line. I'm trying to
[AGENT][NEUTRAL] Uh, it looks like she needs to pay for May, um, but it's about her bank draft. Can we, I know our phone payments are down, our systems down for phone payments, but can you help me look at this and see what's going on?
[CUSTOMER][POSITIVE] Yes, sure. I can give my best. Yeah, what's the policy number?
[AGENT][NEUTRAL] Uh, policy number is 79352.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was this for [PII], is that right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm on, yes, ma'am.
[AGENT][NEUTRAL] So it looks like I guess she still owes May, right? So she, she sent in a bank draft, updated her bank draft information. I confirmed with her that we have the right account on file so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's looking like to me, can we, she'd like to go ahead and draft for May, but I don't know what we need to do, so.
[CUSTOMER][NEUTRAL] Yeah, that would be something, um, for the customer service team because they'd have to change that draft date.
[CUSTOMER][NEUTRAL] Uh, now it's set to draft on the [PII], but it's not gonna be till after the [PII], the way that it dras.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so what, what is it set up now for?
[CUSTOMER][NEUTRAL] It's set up to dry on the [PII] of this month.
[AGENT][NEUTRAL] And is it gonna be drafting for the month of May?
[CUSTOMER][NEUTRAL] It will draft for the month of May. That's correct, yes. So she, she'll draft for the month of May. Yeah, that's typically fine. Yeah, that, that's typically fine. So she's technically not, I would say, behind because she just has a later draft date in the month. Does that make sense? So it will draft for, it will draft in May on [PII].
[AGENT][NEUTRAL] OK, is that typically in the arrears? OK.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, it will draft [PII] for the month of May service, correct?
[CUSTOMER][POSITIVE] Yes, yeah, I'm sorry. Yes, not me. That's correct. You're right. Yes, ma'am.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, OK, just wanted to.
[CUSTOMER][NEUTRAL] It's a long day. I'm sorry, girl.
[AGENT][POSITIVE] Oh, I totally get it. I'm so ready for Friday and the weekend, so.
[CUSTOMER][POSITIVE] I know, I know, sweetie. You have a good afternoon.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thanks. You're welcome.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, I figured it out, um, so what it's set up now, it's gonna draft from your bank account on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So is that date OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, and it'll draft for the prior month, so, so May or [PII], it's gonna be drafting for the month of May, so that's how it'll work going forward, so.
[CUSTOMER][NEUTRAL] OK, so it's, it's really being paid in arrears a month is that?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, alright, alright, but I, I'm good with that.
[AGENT][NEUTRAL] OK, as long as that's fine, OK, yeah.
[CUSTOMER][NEUTRAL] There, there are
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Uh, that's it. I just was trying to find out what the problem was and why.
[CUSTOMER][NEUTRAL] Uh, it, it wasn't drafted.
[AGENT][POSITIVE] OK, um, well, thank you for calling HL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. You too. Thank you for helping me.
[AGENT][POSITIVE] Thank you. Goodbye.