AccountId: 011433970860
ContactId: 8ade593d-eb2f-41cc-a29f-6bc04b79c733
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657489 ms
Total Talk Time (AGENT): 333398 ms
Total Talk Time (CUSTOMER): 255298 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/8ade593d-eb2f-41cc-a29f-6bc04b79c733_20250604T20:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] My policy was drafted from my account last month and my account was overdrawn.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEGATIVE] Anyway, it didn't, it didn't pay it.
[CUSTOMER][NEUTRAL] And so, um,
[CUSTOMER][NEUTRAL] I need to send you out some money for that. Don't have any information about the policy. I've had this policy for.
[CUSTOMER][NEUTRAL] 38 years. And um
[CUSTOMER][NEUTRAL] I have no idea what the.
[CUSTOMER][NEUTRAL] Account number is or any can you help me with that? It's a cancer policy.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting, you're needing to get your policy information and then you're wanting to pay your premium over the phone today, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to catch up. I think it's due, um.
[AGENT][NEUTRAL] If you can.
[CUSTOMER][NEUTRAL] I don't even know the due date. I was trying to look on my bank account to see why that happened. um, I think my check came in later.
[AGENT][NEUTRAL] OK, so I can, I can try and help you with this. Yes, now I can try and help you with that. Let me just look at your policy information first. So first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um, or I, I, I, I don't know what happened.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I know it's been so long since I now you probably don't even have.
[CUSTOMER][NEUTRAL] The correct um updated information except that I still live in the same house.
[AGENT][NEUTRAL] OK. So the policy is in.
[CUSTOMER][POSITIVE] I still have this right.
[AGENT][NEUTRAL] Was it in your name, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, but it, it may be a different name other than [PII] maybe.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um how, [PII]
[AGENT][NEUTRAL] OK, give me your full social and let's start there. And then if we can't locate it with that, we'll go by the different names to see if we can locate it. OK.
[CUSTOMER][NEUTRAL] OK, all right, it's, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Alright thank you one moment let's.
[CUSTOMER][NEUTRAL] And my address, yeah, OK, look it up that way.
[AGENT][NEUTRAL] Yeah, I can't search by address. So yes, ma'am. I've just got to find you to start with first.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], I think I have located your policy, so I will need to verify your information first for security. So first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The home mailing address, and again, you said that one shouldn't have changed.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm. And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and what is another phone number other than the one you gave me today that we could have had on file for you?
[CUSTOMER][NEUTRAL] Probably [PII].
[AGENT][NEUTRAL] OK, thank you. Is that still a valid number?
[CUSTOMER][NEUTRAL] No, that was my home number.
[AGENT][NEUTRAL] OK, so you only have your cell number now, right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Thank you, and the last piece of information to verify will be your email address.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII], for verifying all of your information. Now, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do see.
[AGENT][NEUTRAL] I can give you the policy number first off.
[AGENT][NEUTRAL] It is 625.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 969.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I do see that the draft had been returned for insufficient funds.
[AGENT][NEUTRAL] And we were going to set it up. This is a night on [PII] for an additional draft.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To be done on the, on the policy. Um, so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can send a message, um, inquiring on that.
[CUSTOMER][NEUTRAL] So were y'all just gonna take 2 out that time or?
[AGENT][NEUTRAL] I'm assuming based on that note, but let me just verify that, OK? Yes. So, OK, so yes, I can see where that has been set up. I just overlooked it on one screen. Um, so your draft is 6620. It is $6620 per month, and I do show that they have set it up to a draft an additional 6620 when it drafts the next time.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK. I mean, that's
[CUSTOMER][NEUTRAL] Or I
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Which actually, you know,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We can do that or I can pay you the 6620 today, whichever works for you. I just, I think there was a a 30 day grace period. I just didn't want one.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know, run out, so.
[AGENT][NEUTRAL] Sure, so it, I mean it is scheduled for that additional 6620 to be drafted.
[AGENT][NEUTRAL] If you would like to just leave it like that.
[CUSTOMER][NEUTRAL] OK, well, let's don't watch them but y'all, yeah, that's fine, that's fine.
[AGENT][NEUTRAL] I mean that's entirely up to you and then.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh, go ahead, sorry.
[CUSTOMER][NEUTRAL] I just don't wanna make more paperwork for you. That's fine. That, that, that works for me. The money will be in there so yeah.
[AGENT][NEUTRAL] OK, and then one last thing, Ms. [PII], since you have had this policy as long as you've had had it, I don't know if anyone has ever told you about our portal. It's a fairly new, um, thing that we have. You can't pay your premium in there, but it gives you access to your policy information.
[AGENT][NEUTRAL] Uh, claims information, your policy number, and if you think that that is something that you would be interested in setting up so you could have access to your information online like that then um I'll be happy to give you the website as a matter of fact, let me look at one document here because we just had an update.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] I'll look at your website.
[CUSTOMER][NEGATIVE] Yeah, I, I, I got on your website to see if I could find how to get in touch with you because the phone number that listed on your website never rang anywhere it couldn't, I couldn't get in touch with you with that number. I had to look up a local number for Flowwood for you to get somebody to answer the phone.
[AGENT][NEUTRAL] So, on the, the website, the phone number should be.
[CUSTOMER][NEUTRAL] It was a number
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. That is the best number for the company.
[CUSTOMER][NEGATIVE] OK, well, whatever number it was, it never rang, it just would not ring. I called it about 5 times.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] but you don't know what that number was.
[CUSTOMER][NEUTRAL] So when I went back,
[CUSTOMER][NEUTRAL] Well, I, I don't know if I can look at it while I'm on the phone with you, but recent calls, well.
[CUSTOMER][NEUTRAL] This one is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] that's the number I called you on.
[AGENT][POSITIVE] Yes, ma'am. That's the best, that is our phone number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well I had I called it.
[CUSTOMER][NEUTRAL] Before because I've got 6 calls to that number.
[AGENT][NEUTRAL] Hm, I don't know. I mean, unless there may have just been one of those, we haven't had any phone outages, you know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, my.
[CUSTOMER][NEUTRAL] Not weird. Yeah, OK.
[AGENT][NEUTRAL] Um, but what I'm gonna do, give me just a moment, Ms. [PII]. I'm gonna email you.
[AGENT][NEUTRAL] A user guide for our portal that gives you some.
[AGENT][NEUTRAL] Tips on setting up your profile and how to use it, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And the email that I'm about to send to you, Mr. [PII] is gonna come from care team.
[AGENT][NEUTRAL] At [PII] and I did put APL in the subject line for you so that that's easy to recognize it's not being junk or spam mail. Now if you haven't seen that in your inbox in just a few minutes, you might wanna check your junk or spam folder.
[AGENT][NEUTRAL] To just make sure it did not go to one of those um I don't, I don't think it will but you never know for sure. So anyway, is there anything else that I could help you with at the moment?
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][POSITIVE] OK. Well, it has been my pleasure with it.
[CUSTOMER][NEUTRAL] And is that policy?
[CUSTOMER][NEUTRAL] Thank you. Is that policy in what name is that policy in?
[AGENT][NEUTRAL] It's in your name that you gave me. It's listed um as [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, OK, OK, OK, all right, great.
[AGENT][NEUTRAL] And you would see that too, you know, in your portal if you choose to set that up.
[AGENT][NEUTRAL] You will see your name and your policy number, both.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much. Yeah, I appreciate it. You've been very helpful.
[AGENT][POSITIVE] Well, you're very welcome.
[AGENT][POSITIVE] Well, it was certainly my pleasure speaking to you today, Ms. [PII], so thank you again then for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.