AccountId: 011433970860
ContactId: 8436c7e8-ca55-46ff-aed1-19a50c717401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326089 ms
Total Talk Time (AGENT): 171898 ms
Total Talk Time (CUSTOMER): 108589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/8436c7e8-ca55-46ff-aed1-19a50c717401_20250424T13:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm fine, thank you. So I have an insured on the line with policy number 261.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8340.
[CUSTOMER][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] She was calling to verify that we had received her paperwork for her portability and also confirming that she's on bank draft.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and.
[CUSTOMER][NEUTRAL] So I've given her the new this new policy number is in but um whoever added this information did not include her bank draft information and it does appear that it's in on base.
[AGENT][NEUTRAL] Um, OK, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She is not set up to be on bankrupt. She's set up to um to send a check.
[AGENT][NEUTRAL] Yearly, she's on yearly.
[CUSTOMER][NEUTRAL] OK, she, she did, but she did, she did for the first year, but there's a bank draft authorization form. She said she was told that if she sent that back that it would then go to bank draft.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Uh let me look at it, pull it up really.
[CUSTOMER][NEUTRAL] And she did include that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Let me pull it up really quick and I can add it and have it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Added to her.
[AGENT][NEGATIVE] Sorry, on base is being a little bit slow.
[CUSTOMER][NEUTRAL] Because she just
[CUSTOMER][NEUTRAL] Yeah, you're fine. She's just wanted to confirm that everything is, you know, as it should be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do see here the form. All right, you can go ahead and transfer her. I'll let her know that it it it it will be included.
[CUSTOMER][POSITIVE] OK, perfect, [PII]. Thank you so much and I hope you have a good day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] You're welcome. Uh thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Hello, good morning, Miss [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][POSITIVE] Hello, how are you doing today?
[CUSTOMER][NEUTRAL] Good, so she said I guess you need more information or something. I'm not sure what you mean.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, I apologize for that wait. we were just verifying that we had, um, all your documents to make that correction. Um, there was a little bit of a confusion here of what type of, uh, method of payment was since we received a check and the electronic funds transfer form, um, but I will have it updated and so we can start. Well, it does say, I do see here that.
[AGENT][NEUTRAL] Since we received the check, the payment for it, the policy is already paid until [PII].
[CUSTOMER][NEUTRAL] OK, so what uh my intention was, was to have the first one paid by the paper check and then annually after that take it out of the bank account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, it was, um, the check was taken already um and applied for the yearly.
[CUSTOMER][NEUTRAL] Yes, and that's fine that's what I intended, but can you tell me how it's set up moving forward? So you said it's paid until [PII], so in [PII], can you verify that you'll draft the payment?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It will not. It is set up to um for you to receive the, the payment again, but I can go ahead really quickly and add that bank information. So from [PII] going forward, you can um do the bank draft. Um, I will request the bank draft, uh, will it be uh monthly, semiannually, annually, um, would you prefer that payment?
[CUSTOMER][NEUTRAL] And annually.
[AGENT][NEUTRAL] Yearly as well.
[CUSTOMER][NEUTRAL] Yes, please, uh-huh.
[AGENT][POSITIVE] All right, I can work on that. Um, I do have all the bank information here, so it will be just a quick fix after um the call and everything will be set up. Is there anything else that I can help you with this one?
[CUSTOMER][NEUTRAL] OK, and what am I?
[CUSTOMER][NEUTRAL] What am I paid up to what date?
[AGENT][NEUTRAL] Um, it is, um, [PII]. So it will come out of your bank account automatically. Um, let's see, we do bill around the [PII] of each month.
[AGENT][NEUTRAL] So next year you won't see the charge until like the [PII] or [PII] um for that automatic bank draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, that sounds fine. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.