AccountId: 011433970860
ContactId: ba7356d9-bc07-43d1-be85-bb0968805d32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 837299 ms
Total Talk Time (AGENT): 451947 ms
Total Talk Time (CUSTOMER): 243812 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ba7356d9-bc07-43d1-be85-bb0968805d32_20250514T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm all right. Um, I have an insured on the phone. The policy number [PII] is going to be 79352 for [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm still working on my note.
[CUSTOMER][NEUTRAL] But she is calling regarding the premium payment because she says that the bank did something that combined 3 of her accounts together and depleted the funds from this account.
[CUSTOMER][NEUTRAL] That we were drafting the premium from.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then she's also needing to, she says she's gonna need to update her last name but I didn't get it since I was having to transfer her regarding the premium I didn't get into what she would need to send.
[CUSTOMER][NEUTRAL] To change her name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just told her that she would need to send us the required documentation in order to do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Looks like we just lapsed it last month, so we should be able to reinstate.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If she can remit the payment.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] So yeah she's within the 31 days we can we can fix it.
[AGENT][NEUTRAL] Um, you can go ahead and transfer.
[CUSTOMER][NEUTRAL] All right then, and then, and then if you'll just
[CUSTOMER][NEUTRAL] OK, and she's fully verified and if you'll please um.
[CUSTOMER][NEUTRAL] Tell her about her last name, what she'll need to do for that.
[AGENT][NEUTRAL] Yeah, no problem, uh, it's her phone, her callback number the same that's in the system?
[CUSTOMER][NEUTRAL] [PII]. Yeah.
[CUSTOMER][NEUTRAL] I just put it in there, added her email but I didn't tell her about the OSC since the policies lapsed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I did not tell her about that. If you want to tell her about that since it's gonna be reactivated or whatever, potentially you can, but I didn't since she can't set it up with it being lapsed.
[AGENT][POSITIVE] OK, no problem, thank you [PII].
[CUSTOMER][POSITIVE] OK doke. All right. Thank you, [PII]. Have a good evening.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Alright. Bye-bye.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Hey, I am fine. How about you?
[AGENT][POSITIVE] I'm good, thank you so much for asking. Uh, Ms. [PII] was telling me that you were calling in because you had some changes with your, uh, account, your bank account, and you wanted to try to get that resolved.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, yes, and my account for years have been.
[CUSTOMER][NEUTRAL] On automatic withdrawal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, my premium payment has been, but the bank, uh, went to a new system and I had 3 accounts at the bank and they threw everything under one account.
[CUSTOMER][NEGATIVE] Which wasn't the one I that paid my premium up from. So, a long story short, I received a letter that um you had not received payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and you are calling within the 31 day grace period, so, uh, we can get that um reactivated for you, um, as soon as we receive the payment for the back premium. Um, how are you wanting to take care of that? Are you wanting to mail in a check or are you wanting to pay by phone today?
[CUSTOMER][NEUTRAL] I can, uh, what, what is my monthly premium now?
[AGENT][NEUTRAL] So let's see, your monthly premium is 237.81.
[AGENT][NEUTRAL] And you owe for the month of March, April, and May.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] So this says April, the letter said April. So oh for March also.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And you're actually your May premiums wouldn't have been deducted yet. I see that your your bank draft was actually scheduled towards the end of the month on the [PII], so actually it's just uh March and April today, and we can um add your new bank account information and set you up for the end of the month draft like it was before and that'll take care of your May payment later on so actually you would only owe two premiums today for March and April.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the total on that is.
[AGENT][NEUTRAL] It is 47562.
[CUSTOMER][NEUTRAL] OK, um, so you can set up the automatic withdrawal from.
[CUSTOMER][NEUTRAL] My account
[CUSTOMER][NEUTRAL] Or do I have to mail something in?
[AGENT][NEUTRAL] Um, I should be able to set it up. Is your routing number still the same or did all that change?
[CUSTOMER][NEUTRAL] Uh, all of that changed because they put it under.
[CUSTOMER][NEUTRAL] One account
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So since the routing number changed, I am gonna have to get you to fill out a new bank draft authorization form.
[AGENT][NEUTRAL] Um, let me see, do we have an email on file for you? Yes, I can send it to you, um, via email and you can fill it out and send it back to us also via email so we can get it taken care of quickly, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can get your policy reinstated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So we, we do have a couple options you can, you can do the 2 payments today over the phone.
[AGENT][NEUTRAL] Um, and I can go ahead, once you pay those, we can go ahead and reinstate your policy.
[AGENT][NEUTRAL] Um, and then I can send you the bank draft authorization via email and you can get it back to me before your draft date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that we can get that corrected and then your May premium will draft automatically for the first time out of your new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Out of the new one
[AGENT][NEUTRAL] Mhm. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can go ahead and make that payment today. Do you need my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Routing number in my account.
[AGENT][NEUTRAL] Um, so I can't, um, I can't take the payment from you. I'll have to get you over to our billing department, Miss [PII]. I apologize for having to transfer you again, um, but I'm fixing to set it up to where they can take that payment from you. Give me just a moment.
[CUSTOMER][NEGATIVE] I can mail it, but I never trust the mail anymore.
[AGENT][NEUTRAL] Yes ma'am, and with the mail, the way the mail is nowadays, you really, you can't I don't like sending in uh checks in the mail either, um, so I'm, I've got it reactivated for you so that billing can take your payment and I'm going to email you the new bank draft form here in just a moment and you can just fill it out and return it.
[CUSTOMER][NEUTRAL] How soon it would get there.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Back by email and I'll get it updated for your new draft to start, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still wanting your draft to be around the [PII] of every month?
[CUSTOMER][POSITIVE] Yes, I think that will be fine.
[AGENT][NEUTRAL] OK, so your next draft will be.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] On [PII], so that's next Wednesday, is that gonna be OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or do we need to push it a week? OK.
[CUSTOMER][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] I think the [PII] is fine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright Miss [PII], well I've got um the account reactivated and um as soon as I transfer you over to the billing department I'm gonna get that email sent out to you and I'm gonna make notes that you're gonna send that back to me so that we can get you set up for your May uh bank draft.
[AGENT][NEUTRAL] Uh, if you have any other questions, you know, you can always give us a call. Was there anything else I could do for you before I transfer you over for the payment?
[CUSTOMER][POSITIVE] That, that's it. Thank you for helping me.
[AGENT][POSITIVE] No problem, Ms. [PII]. Well, uh thank you so much for choosing APL and I hope you have a wonderful rest of your day. Hold on just a moment for me to get somebody on the line for you, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. Hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], how did I miss that?
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[AGENT][NEUTRAL] Seriously?
[AGENT][NEUTRAL] How can we have no
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] They're all in a mating.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's memory again I apologize our billing team is unavailable at the moment they are in a meeting, um, but I'm going to send a request for somebody to call you right back as soon as somebody becomes available, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, did you, you sure you didn't have any other questions?
[CUSTOMER][NEUTRAL] Uh, I don't, um, well, I may have, where can I get a copy of my policy?
[AGENT][NEUTRAL] I will also put in a request for that to be mailed to you. Let me see if there is one in your account. This is an old policy, so I'll have to double check. Hold on just a moment.
[CUSTOMER][NEUTRAL] Can I go online?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, I've had this a long, long time.
[AGENT][NEUTRAL] Yes, ma'am. I see that.
[AGENT][NEUTRAL] OK, I don't see a policy um certificate in here, but I, I will put in a request for it to be built, uh, since this is an old policy we have to manually put it together, um, so I will put in a request for it to be built and mailed out to your home address, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also, uh, once you get
[CUSTOMER][NEUTRAL] I probably have a copy somewhere. I just.
[AGENT][NEUTRAL] OK, it's, it's no problem, uh, we need to have one uploaded to your account too for for our new system um we updated to the system years ago but a lot of the older policies we still didn't get the policy certificate like put in there so we still need to get it put in, um, and once your policy is reactivated.
[CUSTOMER][NEUTRAL] You know, it's easier to ask for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You should be able to access our online service center and I will send you a link to that when I send you your bank draft form here in just a minute. I'll send you a link for that and you can set that up and you can view policy documents file claims um and actually contact our care team through a messaging system so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's actually it's pretty useful um so I'll send you that as well OK?
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, thank you so much. Yeah.
[CUSTOMER][NEUTRAL] Now, what, what area code, what, what area code will they be calling me from?
[AGENT][NEUTRAL] Um, it should come in as our [PII] number, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I get so many spam calls though.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I, I understand. I do too, um, but if somebody doesn't call you back, um, since it is late in the day and I don't know how long their meeting is gonna be, it may be tomorrow before somebody gets back with you, but if they don't call you back by the end of the day tomorrow, just give us a call back, OK, because I'm gonna put notes in here so anybody who looks at your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we'll see what I told you today, OK?
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][NEUTRAL] All right, Ms. [PII]. Was there any other questions?
[CUSTOMER][POSITIVE] That's it. Thank you for helping me.
[AGENT][POSITIVE] No problem. I hope you have a wonderful day and thank you so much for choosing APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.