AccountId: 011433970860
ContactId: a8cc8495-01ba-4e1b-be8b-178f269f1f53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1067199 ms
Total Talk Time (AGENT): 526318 ms
Total Talk Time (CUSTOMER): 407414 ms
Interruptions: 10
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a8cc8495-01ba-4e1b-be8b-178f269f1f53_20250115T23:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII], and I'm the policy holder, and I'm calling because I was told that the payment for my renewal was gonna be, uh, taken out from my checking account on [PII], but I, it hasn't gone through and I really haven't gotten a confirmation once I had to once I submitted my um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Application for the renewal because I was under the group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, through the, uh, through my work and once and so I had to submit a new application for individual and I, I never received any confirmation after I submitted my application, so um I don't know what what's going on on the status.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Got you. I understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah we could take a look um let me get it pulled up there, make sure it's all good to go um it may be that even though it says today it really does depend on the bank it could be, you know, within a few business days of that date that you'll actually see it come out um but let's go ahead and get that pulled up and take a look uh first [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, yes, 02535412.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] Mhm. OK, thank you.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and [PII] just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Thank you. Happy almost birthday.
[CUSTOMER][POSITIVE] You're welcome. Thank you.
[AGENT][NEUTRAL] And can I get your mailing address, please?
[CUSTOMER][NEUTRAL] Uh, yes, it's I mean [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it might be still through your employer.
[CUSTOMER][NEUTRAL] OK, that's what I thought. OK, it's a [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Does that need to be changed, [PII], or is that OK to keep it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's easier for me to see it on a daily basis if you have to send me something, so, um, I can't, that's why I prefer the same.
[AGENT][POSITIVE] Oh of course yeah, whatever is easier for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, OK, give me just a moment here so you do have your new policy up and running I can give that new policy number to you if you'd like let me know when you're ready for that.
[CUSTOMER][POSITIVE] Uh, yes, I'm ready.
[AGENT][NEUTRAL] OK, it is 02.
[AGENT][NEUTRAL] 58.
[AGENT][NEUTRAL] 12
[AGENT][NEUTRAL] 25
[CUSTOMER][NEUTRAL] Oh, OK, that I, I must have given you my current policy number.
[AGENT][NEUTRAL] That was the one just before this one, so give me just a moment let me check. I do have.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can verify the bank information here, let me see if I can see where.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK, it looks like we tried leaving a voicemail to you letting you know that we did process this information um so let me take a look at that really quick.
[AGENT][NEUTRAL] The phone number I've got.
[AGENT][NEUTRAL] Is the same one that you gave me, so that should be good.
[CUSTOMER][NEUTRAL] OK, I probably missed it in my uh voicemail messages to my cell phone.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, oh yes, I understand. OK, so give me just a moment, [PII] because from what I see everything is good to go um I do have.
[AGENT][NEUTRAL] A bank account here if you'd like we can verify that information, make sure that that's all correct.
[CUSTOMER][NEUTRAL] OK, let me get my purse.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so I've got the routing number as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then I've got the account number as [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, wait, wait, you said [PII], OK, [PII].
[AGENT][NEUTRAL] Uh-huh [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] [PII]. That's not right.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] OK, well, that's where.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Go ahead sorry.
[CUSTOMER][NEUTRAL] Uh huh, it's OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is what I've got. Did I just read it wrong?
[AGENT][NEUTRAL] Hold on, [PII].
[CUSTOMER][NEUTRAL] Uh, yes, you said [PII].
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][NEUTRAL] Oh, you're OK, 5202, so we're missing a digit that's what that is. OK, so it's 5202. We've got 502. I see. OK, sorry about that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] It's OK. OK, so it's, you got the [PII], right?
[AGENT][NEUTRAL] I will read it out to you. Give me just a minute. I will read it out to you as I'm typing it, I promise it's late.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's all right, I understand. I, I, I can do the same thing. I transpose letters or numbers when I'm looking so tired.
[AGENT][POSITIVE] I appreciate it. Thank you. OK.
[AGENT][NEUTRAL] They all just kind of swim together sometimes, yeah.
[CUSTOMER][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Alright, just to make sure this was a checking account correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, alrighty, so I've got [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Got it. OK, I'm so sorry about that. OK, well at least we figured it out we got it um let's see.
[CUSTOMER][POSITIVE] It's all right.
[AGENT][NEUTRAL] So here's what I'm going to do if you don't mind I'm going to put you on a brief hold. I'm gonna reach out to our customer service department because I think what you had it as was paying.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Every other month I think was what we had that as.
[CUSTOMER][NEUTRAL] Uh, I was, I had, uh, requested to pay, um, well, like, um, I didn't know how I was gonna set up a payment, but.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I think I must have put something in the application se annual, but you know if it hasn't, uh, gone through yet to be processed, uh, do we still keep it the way I put on the application or we can change it to like if I wanna pay annual premium or what?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] Yeah, I think you're right. I think this is where it's, uh, every 6 months. I will verify that though. Is that how you wanted to pay?
[CUSTOMER][NEUTRAL] Uh, for right now, if since I already submitted that on the application, it's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well if you don't mind, give me just a moment, um, because I'm not sure when that.
[AGENT][NEUTRAL] Payment was supposed to come out, so if it I um and I don't want of course anything unexpected. I want you to be able to know when that would come back out, so give me just a moment if you'd like um did you want to make that payment over the phone?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If there's that option or do you want? OK, OK, give me just a moment I'm just gonna put you on a brief hold real quick, [PII].
[CUSTOMER][POSITIVE] Yes, sure. Yes.
[CUSTOMER][NEUTRAL] OK, thank you. And if it, you know, if we can change it to the annual, I'd like to know that too at the same time.
[AGENT][POSITIVE] Alright appreciate you yes ma'am, uh huh.
[AGENT][NEUTRAL] Of course, OK, so you would prefer to pay annually?
[CUSTOMER][NEUTRAL] Yes, if, uh huh, but I didn't know since I put on the application semi, um, I, you know, if I can do it the annual.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, that shouldn't be a problem at all yeah definitely so let's go ahead and take a look at that. OK, I'll get right back with you thanks for your patience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team how are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you um I've got an insured on the line we just set up uh her new ported policy um we had her account number, her bank account number typed incorrectly in our system I did correct that, but I do see the note where the draft had tried to come out and it didn't, so she wanted to see if she could go ahead and make a payment, um, we've also got her on.
[AGENT][NEUTRAL] uh, every 6 months paying, but she wants to see if she could switch that to annually just making one payment a year.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] It is 02535412.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know I could change the account number but I didn't know if the frequency was something I should mess with or not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna have to be on policy 2581225.
[AGENT][NEUTRAL] Oh, did I give you the old one? I'm sorry that's the one that she had given me that's what I had in my notes sorry.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, and she wants to change it to annually?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] OK, I've got that changed.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Does she just want us to set it up to draft on the first of next month for.
[AGENT][NEUTRAL] I can ask her um if she'd like to do that. She asked if she'll go ahead and make a payment but I mean that might be easier I think as long as she has an expected date that should be OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, it should go out on the [PII], uh, and if not, um, billing is the one that can take the payment over the phone.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, you said the [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK alright I appreciate it thank you um real quick I'm sorry, what was the what was the amount? just I know she's probably gonna ask me that.
[CUSTOMER][POSITIVE] All right, thank you
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh-huh, 474.
[AGENT][POSITIVE] 474 got it thank you I appreciate it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Right, bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Alright Miss [PII], thank you so much for your patience. Are you still with me?
[CUSTOMER][NEUTRAL] Sure, yes.
[AGENT][NEUTRAL] Alright, so I did talk to them we were able to switch you to annually um if it's OK with you, uh, it's up to you we can go ahead and make a payment now. I can transfer you to our billing department or the way she's got it set up is that it will come out on the [PII] next month, so the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And that amount would be $474 for the year.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] OK, that's fine. I just don't, you know, I don't want it to lapse because you know, I didn't get a bill and I was getting so nervous I didn't want to be without it.
[AGENT][NEUTRAL] Oh, no, yeah.
[AGENT][POSITIVE] Of course, yeah, you're perfectly fine.
[CUSTOMER][NEUTRAL] Mm, OK, uh, because, uh.
[CUSTOMER][NEUTRAL] On this thing it said you know we needed to complete the enrollment by the you know within the 30 days so I wasn't, you know, fully understanding where the status was with this, so you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course no your policy is good to go we really just needed that information, the form and all of that to be completed and sent to us, but um, that premium, that's perfectly fine. We've got it set up to where, you know, again you can make that payment now or it's set to just come straight out on the [PII] next month.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Well, I can pay it now that way I know for sure it's already there.
[AGENT][NEUTRAL] OK, if you prefer to, yeah, of course that's how I am honestly that's me but just get it out of the way.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] When it comes, well, when it comes to house insurance and car insurance, I just, and taxes once a year, just get it out the way. I don't have to worry. And you can remember when one thing is due, the other start due too.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Yes, it's so much easier to plan because if there's something in the future I'll like I'll remember that and I never remember that so oh jeez.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, exactly. That's why I'd rather I'd rather have it for the whole year because I won't, I won't remember in 6 months.
[AGENT][POSITIVE] Absolutely, yes, exactly. Alright, Miss [PII], then I will go ahead and I'm gonna put you back on that hold and then I will transfer you to our billing department and they will take that payment for you. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when will the policy be issued?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, let's see, it should be identical to your old one but let me see.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] You should be getting that soon in the mail. Let me see if I can't I might be able to send you one. Let me see. Give me just a moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] OK, yeah, I think they're still working on it um so you should be getting that shortly. I would definitely say by.
[AGENT][POSITIVE] Next month I know that sounds pretty long, but if you've not gotten it by then go ahead and give us a call back and we'll go ahead and get one issued to you.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Alright, I'll put you on hold and transfer you. Thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you. You too. And your name please?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] [PII] Almost like the, the syrup [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Oh my gosh, that's a new one.
[CUSTOMER][NEUTRAL] But you get the A.
[AGENT][NEUTRAL] That's a new one. I've not heard that.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Sorry, but I was just thinking a pancakes.
[AGENT][NEUTRAL] No, that's OK. That's.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It's OK. I was named after a Supergirl. My dad was a nerd and her name is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, look at that. OK, well, it's a pretty name. I like it.
[AGENT][POSITIVE] No, I'm gonna say pancakes. So like that's cool. Thank you. I appreciate you, [PII]. It was a pleasure speaking with you.
[CUSTOMER][POSITIVE] You're welcome. Same here. Take care.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][POSITIVE] Doing good thank you. I have an insured, uh, who's just wanting to make a payment on her policy.
[CUSTOMER][NEUTRAL] OK. Um, what's her name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And what's your policy number?
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 581225.
[AGENT][POSITIVE] We just got it switched to annual so it should be reflecting that yeah it does cool.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She's got I think she's set to draft but she asked if she could just go ahead and make the payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For 237. OK, um, yeah, you go ahead and send her over.
[AGENT][POSITIVE] OK all right thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome have a good night.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Right.