AccountId: 011433970860
ContactId: b3ec3aea-8881-46e4-85d1-d2f4457eb429
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322589 ms
Total Talk Time (AGENT): 155938 ms
Total Talk Time (CUSTOMER): 177454 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/b3ec3aea-8881-46e4-85d1-d2f4457eb429_20250210T14:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII] in [PII]. I have a policy with you. The policy number is 004537-04.
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And may I have your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] OK. [PII] is my birthday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm [PII] almost.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I live at [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had this policy for a long, long time, and now you're not taking out my premium or what I have to pay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I would like to have that checked cause I don't want to lose my policy.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's not much, but I don't mind, you know, I wonder what's happening. I don't want to lose it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me see what's going on, um, let's see.
[AGENT][NEUTRAL] Let me check the notes.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] I called the [PII]. Now I'm calling again. It's, it's in February. She told me February was the exciting day.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Month.
[AGENT][NEUTRAL] Mm. Yeah.
[CUSTOMER][NEUTRAL] But no, I don't have it, hasn't gone out yet, and I was wondering what's going on.
[AGENT][NEUTRAL] OK, so you're waiting for the um bill basically, correct?
[CUSTOMER][NEUTRAL] yeah, um, for them to kick back in. I think what happened is that they had to renew my policy, and I didn't know to renew it. Nobody told me anything about it. So I was just a little late getting started.
[AGENT][NEUTRAL] Mhm. Yes. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I know they recently sent those um bills out. Um, yeah, it was sent out on the [PII].
[CUSTOMER][NEUTRAL] Reminders, yeah. Well, they take it, they have my, it's online. They have that. They take it out or I send it to them through bill pay.
[AGENT][NEUTRAL] Mhm. Yes, it's electronically um taken out on the first week of that month. Um, so right now it looks like we did send out the bill on the [PII]. So it's gonna be, um, maybe a couple of days more before you get it. It goes out regular mail, so usually like 5 days after that you will receive that bill.
[CUSTOMER][NEUTRAL] Yes, right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, she said that they automatically take it out though. I shouldn't even have to get a notice of any kind.
[AGENT][NEUTRAL] Oh yes, the.
[AGENT][NEUTRAL] Yeah, the payment is already taken out, so you're gonna see the bill just for your records, but the payment is already taken out for the month of February, um, you're due for March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm due for March, but I had no record. I cannot see where they took it out.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, it's not showing up in your bank.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's not showing up in the bank unless the Monday is a bad day. Let me check this, unless it just happened just recently.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm, yeah, or it's probably gonna post probably after [PII]. Um, let me see, yeah.
[CUSTOMER][NEUTRAL] It was always at the first, you know, the first of the month. Let me look here, but it is taken out, but it is working now.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] It is taken out, yes.
[AGENT][NEUTRAL] Yes, it, it is drafted already. It's already applied to the account and your next due date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's already taken out but it's not showing here on my checking account.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Um, correct.
[CUSTOMER][NEGATIVE] And I didn't charge it, but it is not showing up, so I just have to wait a while yet.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] I will give it a couple of more days and if you don't see it, I will say by Wednesday. If you don't see it, then yeah, that will be like a little bit more concerning and we'll have to check and see what happened, but um right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, on the [PII], call again. OK. OK.
[AGENT][NEUTRAL] Yes, but right now it it is showing that it's paid, OK?
[CUSTOMER][NEUTRAL] OK. All right. It's not much, but you know you miss it when it's not there.
[AGENT][NEUTRAL] Yeah, I understand, yes, I understand.
[CUSTOMER][POSITIVE] OK. Well, I thank you.
[AGENT][POSITIVE] Especially if you keep track of it, yes. You're welcome. Is there anything else? You're welcome.
[CUSTOMER][POSITIVE] Yeah. OK. All right. Thank you. No, that's what I wanted. OK, thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. You're welcome. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Uh-huh. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.