AccountId: 011433970860
ContactId: a5aa20dc-118d-4285-855e-2da8b525fa87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 592020 ms
Total Talk Time (AGENT): 203883 ms
Total Talk Time (CUSTOMER): 193511 ms
Interruptions: 6
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a5aa20dc-118d-4285-855e-2da8b525fa87_20250429T16:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I have a cancer policy and an intensive care policy with you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And um I had it drafted at the Trustart Bank.
[CUSTOMER][NEUTRAL] And I would like to know for the last 2 years exactly what date that has been drafted.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], do you have a policy number you can provide me with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I beg your pardon.
[AGENT][NEUTRAL] Can I, can I get your policy number, please? Do you have a policy number you can give me?
[CUSTOMER][NEUTRAL] Yes, just a minute, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One of them is 9.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] 844483
[AGENT][NEUTRAL] All right, just a moment.
[CUSTOMER][NEUTRAL] And there's another one because the amount of the amount that's drafted is $224.10.
[AGENT][NEUTRAL] OK, Ms. [PII], give me just a moment. I'm getting that information pulled up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. You doing OK today?
[CUSTOMER][NEUTRAL] Well, I've had better days, but that's just the way it is.
[AGENT][POSITIVE] Oh goodness. It is, yes, ma'am. I understand that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for your patience. I seem to be having a little slow for me.
[AGENT][NEUTRAL] Alright, let me just repeat that, sweetie. It was 9 C A as in apple, 4483, is that right?
[CUSTOMER][NEUTRAL] 984483, but then there's another policy and I don't know if this one this one must be the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you know, one is cancer and then the other one is intensive care, and there's two policies.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, yes ma'am. I'm getting it pulled up, thank you.
[AGENT][NEUTRAL] Well, I'm not able to access it but that I need number. Let me try something else.
[AGENT][POSITIVE] OK, Ms. [PII], thank you so much for your patience. Tell me your last name, please?
[CUSTOMER][NEUTRAL] That's our.
[CUSTOMER][NEUTRAL] White
[AGENT][NEUTRAL] [PII], OK, and your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And let me also verify your, um, your address, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you, ma'am and let me just get a callback number from you just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you so much for verifying your information for me, Ms. [PII]. I'm looking at this now, we're looking at the draft date for the past 2 years. Is that correct?
[CUSTOMER][NEUTRAL] Please ma'am.
[AGENT][NEUTRAL] OK, yes, ma'am. Let me look at that.
[AGENT][NEUTRAL] All right, so I do have both policies. You are correct. You have an intensive care policy for $1350 a month and a cancel policy that you pay 21,060. Let me see if we've ever changed this ride.
[CUSTOMER][NEUTRAL] 1313, 60 1360 a month.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's intensive care and the other one is what?
[AGENT][NEGATIVE] The other one is your cancer, and it is
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 21,060.
[CUSTOMER][NEUTRAL] 2 is 21,060.
[AGENT][NEGATIVE] Yes ma'am, that's for your cancer.
[AGENT][NEUTRAL] OK, so yes, ma'am.
[CUSTOMER][NEUTRAL] What, what was the what was the $72?
[AGENT][NEUTRAL] $72.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I know you draft. I, I have drafted from Trustart Bank $224.10.
[CUSTOMER][NEUTRAL] And it's done 4 times a year or 3 times a year, uh, or can you tell me when that is?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That's right, it is.
[AGENT][NEUTRAL] Yes, ma'am, it's done quarterly. It's a monthly bank draft that's done quar quarterly 4 times a year, and we do it on the [PII] of the month, [PII].
[CUSTOMER][NEUTRAL] How many times? I know you said quarterly, but is that 3 or 4 times?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] That's 4. That's 4 times.
[CUSTOMER][NEUTRAL] Every 4 times a year.
[AGENT][POSITIVE] Yes, ma'am, that is right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I'd like to know when those were drafted for the last 2 years.
[CUSTOMER][NEGATIVE] I've gotten my bank statement messed up and that's why I'm bothering you.
[AGENT][NEUTRAL] Oh, you're not bothering me. I'm sure that I have something that I can send you. Um, let me, give me just a second.
[AGENT][NEUTRAL] So we haven't changed the date, so usually if it's drafted for the first, it's just a few days later. Well it's like.
[AGENT][NEUTRAL] Um, typically,
[CUSTOMER][NEUTRAL] I understand that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, let me, do you mind if I place you on hold for just a moment please?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APTL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey, so, this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How about you, [PII]?
[AGENT][POSITIVE] Can you hear me? I am good. I'm good. I've got an insured on the line. Let me know when you're ready for the policy.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, it's gonna be 83158. It's an older one.
[CUSTOMER][NEUTRAL] 83158.
[AGENT][NEUTRAL] 83158. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's right. She's got 2 policies, sweet, sweet old lady, she's got an intensive care policy and the cancer policy. She's wanting to know if there's something that we can send her that shows for the past few years, the date that her account has been drafted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She wants like a draft history.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For payment
[CUSTOMER][POSITIVE] Mm, I think that's gonna be customer service.
[AGENT][NEUTRAL] Yeah, I wasn't sure about that.
[CUSTOMER][NEUTRAL] Give me just a sec.
[AGENT][NEUTRAL] Oh, did I send it to the wrong spot. I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK. Um, let me double check and make sure. Um,
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I think you're right. I'm sorry, sweetie. I hit the wrong thing. I apologize.
[CUSTOMER][NEUTRAL] It's OK. I understand.
[AGENT][NEUTRAL] Girl, I'm
[AGENT][POSITIVE] Oh no, yeah, let, I can call customer service, sweetie. I'm sorry. Thank you, so. Let me let her know I'm trying to get somebody, OK.
[CUSTOMER][POSITIVE] Yeah all the changes now is fine.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Mhm it's OK. You're welcome. But yeah, it's gonna be customer service. Mhm. OK. All right. Thank you. No problem, [PII]. Have a good day.
[AGENT][POSITIVE] It is OK. I'm so sorry. Thank you. I'll work all right.
[AGENT][POSITIVE] Have a good one you too dear.
[CUSTOMER][NEUTRAL] All right. OK. Bye-bye.