AccountId: 011433970860
ContactId: 8f4d855a-076e-404c-b455-e24652bb3189
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527849 ms
Total Talk Time (AGENT): 271437 ms
Total Talk Time (CUSTOMER): 220083 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/8f4d855a-076e-404c-b455-e24652bb3189_20250123T23:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] at I'm calling about my policy and see uh if the payment has been.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Done
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Excuse me, because I think I, I spoke to someone, but I don't remember, OK, her name is [PII], and she said the payment was gonna be drafted on.
[CUSTOMER][NEUTRAL] The [PII] and I just wanna make sure I'm not gonna have a lapse for January.
[CUSTOMER][NEGATIVE] Because it's not paying for January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], um, can you give me your callback number?
[AGENT][NEUTRAL] Just in case the call is dropped.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. 0, I'm calling from work and and my you can call my cell because I'm I'm here at work and I have my cell here with me too but um my my cell because I never know when it's gonna ring after hours if it's gonna go somewhere else, but my, my cell is [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much and then um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I can check out about your payment. Can you give me your policy number, please?
[CUSTOMER][NEUTRAL] Yes, 02581225.
[AGENT][NEUTRAL] OK, let me look it up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need for you, for security reasons, can you verify your address, your phone number and your email address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] And [PII] and my um email uh it's at my work and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me. Let me look and see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's I had it
[AGENT][NEUTRAL] I'm looking.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm looking and I see, yes, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] I had, I
[CUSTOMER][POSITIVE] Uh-huh. No, I'm sorry. You go ahead and I'm sorry.
[AGENT][NEUTRAL] I'm looking at your pay to date is [PII]. I do show.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yes, it's paid to [PII] and I do show that you will have an automatic draft done.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] The [PII] of the month, uh, and you gotta give or take a couple of days for the bank to process your payment.
[AGENT][NEUTRAL] When that draft happens.
[CUSTOMER][NEUTRAL] OK, so, um, it's gonna be drafted for [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But it's gonna take
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Several days.
[AGENT][NEUTRAL] Right, well, it's gonna it's gonna draft on February the [PII] for January the first. Now what I'm going to do is I'm going to transfer you on over to the customer service department because really that puts you a month behind because January will need to be paid and February will need to be paid.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And I wanna see if they need if they right right I wanna make sure that they don't need to draft for both January and February when they draft for February you see what I'm saying if they need to do.
[CUSTOMER][NEUTRAL] Right, that's why I wanna make sure. Uh-huh.
[CUSTOMER][POSITIVE] Yeah, uh, yeah, because I I rather do it now because.
[AGENT][NEUTRAL] Wait
[AGENT][NEUTRAL] You're freak no no no no no no actually I looked at your frequency and you pay annually so that's a big difference you're not paying monthly so when it drafts [PII], it's gonna draft for the year of [PII] the whole year, and it won't be due again until [PII] so you're fine, you're fine you don't need to do for January.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well, I wanted to have it go through this month so I could be very.
[CUSTOMER][NEGATIVE] Uh, sure, that it's not gonna last because, um, you know, since it's in my individual policy now, I just don't, you know, I, I feel uncomfortable if I don't pay something, uh, when it's supposed to take effect. I don't want something to fall through the cracks. I'm just one of those paranoia person.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. And you have a thirty-day grace period, um.
[AGENT][NEUTRAL] On your policy, but what I will do is I will go ahead and transfer you to customer service so they can change that draft date for you and you can tell them what day because you've only got a few days left in this month and just let them know what day you want it to draft for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, I'm ready for it to drop out of my account that way I can be assured it's already paid.
[AGENT][NEUTRAL] OK. Yes. Yes, I understand. It's gonna be a brief hold. I'm gonna transfer you to customer service.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, Ms. [PII], you're very welcome. You have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Same to you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. 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]. I've got, um, hey, I've got Ms. [PII] on the phone.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Her policy number is 2581225.
[AGENT][NEUTRAL] She's been verified. She is calling because her pay to date is [PII].
[AGENT][NEUTRAL] I told her that she's going to draft for the year on [PII] and that will get her paid for a year.
[AGENT][NEUTRAL] She does not like the fact that January has not been paid yet and I told her there's a 30 day grace period and she's gonna be OK to draft on the [PII].
[CUSTOMER][NEUTRAL] It hasn't been paid because she came back as NSF.
[AGENT][NEUTRAL] Oh, OK, well she wants somebody to draft it.
[AGENT][NEUTRAL] Before the end of the month what she's got the funds, she wants to make sure it's been taken care of so I think she's asking for her draft date to change to one day before the end of January so that she can draft for the year.
[CUSTOMER][NEUTRAL] Hang on, there's notes in here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But I transferred her to you so you guys could change the draft date for her since she's saying she wants to pay for it now.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Oh, her account number was incorrect in our system and she corrected it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then she asked to be switched to annual payment to make sure the payment over the phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transfer her to billing.
[CUSTOMER][NEUTRAL] change draft, so she's just wanting to change her draft day to draft it sooner.
[AGENT][NEUTRAL] Yeah, she doesn't wanna wait until the first she wants it drafted this month.
[CUSTOMER][NEUTRAL] OK, send it to me and I technically I clocked out but it didn't clock out of the phone, so you caught me.
[AGENT][POSITIVE] Oh, OK. I'm sorry.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][MIXED] It's OK. I was literally fixing to close everything down and it came through and I'm like, why am I getting a dummy? You didn't log out of the phone. But it's OK. I got it. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] OK, [PII]. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.