AccountId: 011433970860
ContactId: a221ba9c-bc08-4eab-a38b-6ed20dde152d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340440 ms
Total Talk Time (AGENT): 107785 ms
Total Talk Time (CUSTOMER): 133700 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a221ba9c-bc08-4eab-a38b-6ed20dde152d_20250507T14:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is uh [PII]. I was talking to one of your colleagues and we got disconnected.
[CUSTOMER][NEGATIVE] So, uh, this is the 3rd time I call to fix an issue with my account.
[CUSTOMER][NEUTRAL] Uh, let me give you my information so you find me. My name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What else do you need? What else do you need from me?
[AGENT][NEUTRAL] Uh, do you have your policy number policy number?
[CUSTOMER][NEUTRAL] Sure. My policy number is
[CUSTOMER][NEUTRAL] One second right here. uh 0221.
[CUSTOMER][NEUTRAL] 4381.
[AGENT][NEUTRAL] All right, and if you can verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that and I do apologize for all of the inconveniences this morning. I'd be happy to assist, um, and this is for a life policy?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Um, now,
[AGENT][NEUTRAL] I do want you um to be advised that um I would have to get a life uh someone from the life um department on the line since this is for medical claims, reached the medical claims department, um, but can you tell me a little bit of um what the situation is so I can refer that to them.
[CUSTOMER][NEUTRAL] The situation is that I had this policy on automatic payments.
[CUSTOMER][NEUTRAL] You know, uh, I said.
[CUSTOMER][NEUTRAL] Uh, election form portability election form.
[CUSTOMER][NEUTRAL] Documents that you request.
[CUSTOMER][NEUTRAL] To have this uh policy on automatic payment and I had noticed that
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] The bank has not been charged for this policy. So, that's my question, what is happening? It's not an automatic payment, what the status is, that is the issue.
[AGENT][NEUTRAL] OK, so just so I understand.
[AGENT][NEUTRAL] Your account is set up for auto draft premium payments and the premiums have not been coming out of the account.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK alright one moment let me get someone from our customer service department to further assist you. Do you mind holding for me a moment please?
[CUSTOMER][NEUTRAL] Yeah, please don't, I mean, let me give you a number because, listen, hello.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm here.
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEGATIVE] Uh, this is what happened on my 3rd call when they, you passed me through some, not you, but the other people passed me to the other person we got disconnected and then this is the 3rd time I'm calling them, you know, I'm getting a little bit frustrated. Can you write my number down?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], yes, correct.
[AGENT][NEUTRAL] OK, if we get disconnected, I will call you back.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling ATL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims, and I have Mr. [PII] on my back line calling in regards to his premium payments. Um, he says they're supposed to be set up for automatic draft, but they're not coming out of his account.
[CUSTOMER][NEUTRAL] What's the policy?
[AGENT][NEUTRAL] Policy number is 2214381.
[CUSTOMER][NEUTRAL] OK, we got notes in here from this morning. I know.
[CUSTOMER][NEUTRAL] He must have just talked to somebody in billing and got you again.
[AGENT][NEGATIVE] He said that when he was transferred the phone hung up and this is his 3rd time trying to get through to someone.
[CUSTOMER][NEUTRAL] Yeah, he's set up for bank drafting. He just hasn't drafted yet. He's just gonna have to sit tight. I'll let him know. Go ahead and send him to me. What's his callback number?
[AGENT][NEUTRAL] Call back is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][POSITIVE] Thank you so much for your patience. I have [PII] on the line and she's gonna further assist you OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Good morning, Mr.