AccountId: 011433970860
ContactId: 8a1bb0b8-e4f4-487f-8464-7d8b4e31684a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455790 ms
Total Talk Time (AGENT): 246318 ms
Total Talk Time (CUSTOMER): 219293 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/8a1bb0b8-e4f4-487f-8464-7d8b4e31684a_20250115T18:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII].
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Um, I, hi, I have, uh, [PII] on the phone. She is the payer of the account. She's not the owner, and she's wanting to change the date in which the premiums are deducted from the account. There's several policies that they have.
[CUSTOMER][NEUTRAL] Um, so I was thinking if she's not the owner she couldn't make any changes, but she's persistent that she's called before.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And she's the payer and she's wanting to change the draft date and it's her account, that's probably.
[CUSTOMER][NEUTRAL] Well, it's for her children, yeah, for her they're on her dependent children and spouse.
[AGENT][NEUTRAL] But she's paying out of her draft, right?
[CUSTOMER][NEUTRAL] Premiums. Mhm.
[AGENT][NEUTRAL] Yeah, we can change it. She's a payer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's her policy number?
[CUSTOMER][NEUTRAL] So one of them is 646-520.
[CUSTOMER][NEUTRAL] I believe these are the life policies.
[AGENT][NEUTRAL] OK. And what's the address?
[CUSTOMER][NEUTRAL] And there's uh 646-519.
[AGENT][NEUTRAL] You said 519?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 646-521
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she has other policies, not life policies.
[CUSTOMER][NEUTRAL] I have to look like.
[AGENT][NEUTRAL] OK, I'll pull up her draft info. Pull it. Send it to me. Thank you.
[CUSTOMER][POSITIVE] Yeah. OK. All right, here she comes. Thank you.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] I'm good, [PII] how are you doing?
[AGENT][POSITIVE] I am doing well thanks for asking. I've got your information pulled up and the representative that transferred you stated you were wanting to change the draft date on your policies.
[CUSTOMER][NEUTRAL] Yeah, because when I retired, which was March of last year, it was being drafted at the last date of the month when my check got paid, but then when I signed the documents for some reason y'all put it on the [PII] of the month. But many times I get paid on the [PII] and my funds may be, I know $60 something dollars is not a lot, but I don't want to be negative, so I want to change that to the [PII] of each month.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, we've already drafted for the [PII] of this month, so that causes a.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, hindrance on this month's payment, you'll be behind one month if we draft you next month on the [PII].
[CUSTOMER][NEUTRAL] OK, why is that? And that's why I called today because I know you just drafted for January.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] OK, wait, no, we haven't drafted. Hang on just a second. I was looking at your pay today. I apologize. We don't draft yet. OK, um.
[CUSTOMER][NEUTRAL] Yeah, you have, you drafted.
[CUSTOMER][POSITIVE] Yeah, you grabbed it.
[CUSTOMER][NEUTRAL] You've drafted. I'm sorry. Let's see, you've drafted for December. I'm sorry. I'm, I'm wrong. You drafted for December and that's why I was trying to call so I can get it corrected to start drafting if not the [PII], at least the [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, well, we, our draft for the [PII] of this month has already passed because we actually draft within the 7th day of that week, um, every week, so it's the [PII], the [PII], the [PII], and then most of the times it's the [PII], but if it's a February like the [PII] or the [PII], we have to draft on the [PII].
[AGENT][NEUTRAL] Um, we can change it to anything after the [PII]. We just can't go back to the [PII] because then you'll miss this month's premium unless we double draft it next month on the [PII], but that'll be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's what she told me last, yeah, that's what she told me when I called it, and I, when y'all said double draft, I didn't wanna do that, but I said I, I'm gonna have to just go make this right, get it drafted right, so my, my.
[AGENT][NEUTRAL] OK. Um, we can do it the [PII] if you want.
[CUSTOMER][NEUTRAL] [PII] of of of I mean of January.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yes ma'am, because see our draft dates are the [PII], the [PII], the [PII], and the [PII], and then anything that's after the [PII] generally gets done on the [PII] or the [PII]. It just depends on if it falls on a on a weekend or not.
[CUSTOMER][NEUTRAL] Uh, that's alright. Well, I'll just keep it like it is. I appreciate it. Thank you. OK, if I, if I change decide to double up, I, I'm sorry, what?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Well, what you could, what you could do, Ms. [PII], is if you would actually let this month draft and then call us the first week of February before the [PII], we could change it to the [PII], um, of course when we change it then you'll draft on the [PII] and then come next month, every month after that, it'll be on the [PII] of every month.
[CUSTOMER][NEUTRAL] OK, that'd be great then. I'll do that then, um, so call back, um, any time before, let me, I'm gonna put it on my planner, uh.
[AGENT][NEUTRAL] Before [PII], um.
[CUSTOMER][NEUTRAL] OK, I'll do that and, and do I talk to directly? What, what do I ask for because she had to transfer to you. Do I ask for the business department?
[AGENT][NEUTRAL] This is actually the customer service department that I think I spoke to you last time too, um, if you want to though, what I can do is just go ahead and give you my contact information. Like I said, any anything before the [PII] will work. Now keep in mind when we change it, it's gonna draft again on the [PII], so it may appear as if you're, you're gonna be deducted again within 2 weeks. I'm just gonna go ahead and let you know because OK right well my name is [PII].
[CUSTOMER][POSITIVE] I be OK, you did.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] I understand. So, so let me, let me just, let me just, let, let me just, um, summarize what you just said. I know I'm gonna get a draft on [PII], then I'm gonna call on [PII] and request a change, so that when I request that change, that payment is gonna come out when on the [PII], on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, because we're gonna pull the draft dates from the [PII] to the [PII]. Those are the dates that you drafted on the [PII], um, and we're gonna change it to the [PII], but again, it's not gonna come out exactly on the [PII], it comes out on the [PII] and then it's about 2 or 3 business days before it clears your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. So basically I'm gonna pay on the [PII] the [PII], [PII] thereafter, or what? [PII] after.
[AGENT][NEUTRAL] There it still be [PII] even though we have you for the [PII], it's still gonna be pulled because again we don't do it but once a week, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][POSITIVE] Yeah, that'd be that'd be better for me. I appreciate that. I will call you. Can you give me your direct number please?
[AGENT][NEUTRAL] Yes ma'am, um, again my name is [PII] and I'm in the customer service department. Now you're gonna use the [PII] number that you use the prompts forward to all by extension and my extension is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, give me that 1-800 number. I can put my the folders up 1-800 what?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] [PII], thank you [PII], I appreciate that, OK?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Not a problem at all, Ms. [PII]. Is there anything else I can do for you before you go?
[CUSTOMER][POSITIVE] No, ma'am, you have a good day. I appreciate it. Thank you, [PII].
[AGENT][POSITIVE] Thanks for calling APO you have a wonderful day as well. Thank you.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye bye.