AccountId: 011433970860
ContactId: ba8eda33-4540-494f-9e43-810e7270768d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 803729 ms
Total Talk Time (AGENT): 413452 ms
Total Talk Time (CUSTOMER): 317654 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/ba8eda33-4540-494f-9e43-810e7270768d_20250103T16:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Billing. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. I have um an insured on the line willing to make a card payment on her policy.
[AGENT][NEUTRAL] Mm OK. I can help her with that. What is that group, I mean, policy number?
[CUSTOMER][NEUTRAL] Policy number, policy number is 2084366.
[CUSTOMER][NEUTRAL] Russell in black.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she is set up for a bank draft, but the mode of pay and frequency wasn't set up correctly, so I'm gonna also go ahead and correct that for you. Um, and, but you can go ahead and take that payment, I guess.
[AGENT][NEUTRAL] OK, how much is she wanting to pay?
[CUSTOMER][NEUTRAL] Um, the month.
[AGENT][NEUTRAL] For the month
[CUSTOMER][NEUTRAL] Yes, for the month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she's not wanting to make a quarterly payment or anything like that?
[CUSTOMER][NEUTRAL] No, no, she's willing to make the month of payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's a good call back number there?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And she's wanting to make a monthly payment of the 163.92?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and she's gonna be, oh.
[CUSTOMER][NEUTRAL] Well, I'm not sure if this one will be the month or this is the yearly amount, the 163.
[CUSTOMER][NEUTRAL] Let me look at it really quick.
[AGENT][NEUTRAL] I was gonna say we probably already drafted.
[AGENT][NEUTRAL] Draft date's the first.
[AGENT][NEUTRAL] I mean, I don't, I mean, like I said, I don't mind taking the pain, don't get me wrong. I mean, I'm just wanna make sure that we're not double, you know, double dipping and she needs to know.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Charging her, yes.
[CUSTOMER][NEUTRAL] Let me look at it because.
[CUSTOMER][NEUTRAL] To pay today must pay to it.
[CUSTOMER][NEUTRAL] Set up for yearly and she just changed her bank information that's um and I verified with her and it is indeed um new information in there.
[AGENT][NEUTRAL] OK. Well.
[AGENT][POSITIVE] We can get her taken care of.
[AGENT][NEGATIVE] I'm just afraid that she's gonna draft again too, I mean draft as well.
[AGENT][NEUTRAL] But I, I don't know much. I mean, about the bank draft. You can send her on and I will take that payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And maybe it won't draft.
[CUSTOMER][NEUTRAL] OK, um, let me just ask her if, um, because the mode of payment has been set up for yearly and that's what it was last year. Um, I don't know if she wants to change for a monthly, um, I will verify with that. It will be better if I verify it with her first.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you sure? I mean, like I said, the draft date is the [PII], so that means it's gonna draft probably today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's, that's, that's the only thing that I'm concerned about. I mean, I don't, I, I, I will take the credit card payment, but I just, like I said, I just don't want her to.
[CUSTOMER][NEUTRAL] Yes, so
[CUSTOMER][NEGATIVE] Pay twice.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, yes, um, I guess you can advise her that um it will probably dress today, um, and I don't know, just.
[AGENT][NEUTRAL] Yeah, I, I can tell her that's not a problem. I'll, I'll talk to her. That's not a problem at all. I just, I want her to understand. So is that a year, that's a yearly amount?
[CUSTOMER][NEUTRAL] Yes, that's, this is a yearly amount.
[AGENT][NEUTRAL] OK. Let me talk to her and we'll go from there. If we need anything else, we'll call her back or what have you if we need to.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in group billing. Um, [PII] said that you are wanting to make a payment for the 163.92. Um,
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am seeing that this is a bank draft and you're scheduled for the first it may draft today. I don't mind taking your payment. I just don't want you to have to uh do double payment is what I'm saying.
[CUSTOMER][NEUTRAL] Oh, OK, because I, uh, I don't know if I just updated the bank information so I don't know if it processed.
[CUSTOMER][NEUTRAL] To draft the first, the payment on the first, I thought maybe that's why it hasn't come through because I updated it too late in December.
[AGENT][NEUTRAL] Right. uh, when did you update your information?
[CUSTOMER][NEUTRAL] Um, let me see, I can look on the email. I sent it on the email.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] I tell you what, I can see that too.
[CUSTOMER][NEUTRAL] I see, yeah.
[CUSTOMER][NEUTRAL] I sent it on since 6 days ago on [PII] well well I guess I did processed it on the [PII], OK.
[AGENT][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I think it was too late for the [PII] draft.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm not sure on that. Um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Because I'm not showing that a draft has been made, but it is, we still have your draft date as the first.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Cause I
[CUSTOMER][NEUTRAL] OK, because I also made a payment when I called to request the form to, to, to, to change my information. I made a payment for December on that day, and that was, I, I made that, that was like around [PII] I think or something like that. That was before [PII] when I called and got the form emailed and and changed the payment for for the December payment, but it hasn't been your account is showing that December was paid but it hasn't drafted out of my account.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I didn't drafted out of my checking account.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So I think I, I don't want the policy to cancel so I'd rather just make the payment. I don't want.
[AGENT][NEUTRAL] It's not gonna cancel. It's not gonna cancel. Uh, you got a thirty-day grace period. Um, like I said, I, I'm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, that's what they, that's what they told me that, um, the, yeah, on the grace period cause I was already behind in December, they said.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's on policy 2084366?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, and I understand a good callback number just in case is [PII].
[CUSTOMER][NEUTRAL] Mhm, yes, because I'm looking at my account and I don't see the December payment on here either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, uh, that's what I'm looking at too, um.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Yeah, it hasn't drafted out of my account.
[AGENT][NEUTRAL] And it wouldn't, it wouldn't, all right, on it being set up on a.
[AGENT][NEUTRAL] As the first, what it's, when we set up a, a, a date like that, what we're, we're.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] We'd like to say is it's not gonna draft before the [PII], but it could be up to 7 days after.
[AGENT][NEUTRAL] But we usually, I think.
[CUSTOMER][NEUTRAL] I know, but what, but what about the what about the the payment I made, the late payment I made in December?
[AGENT][NEUTRAL] See, I'm not showing a late payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In December.
[CUSTOMER][NEUTRAL] Yeah, cause, uh, cause I had called.
[CUSTOMER][NEUTRAL] Yeah, that's when she emailed me the form for the January payment.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But I don't see either payment, you know, out of my account.
[AGENT][POSITIVE] Right. And I, and I wanna make sure that we get you situated and I can help you with that. That's not a problem. I just don't want you to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Us to double dip you is what I'm saying.
[CUSTOMER][NEUTRAL] OK, OK, so should I wait and call back is what you're saying?
[AGENT][NEUTRAL] And that's just.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I wanna make sure because you said you made a a late payment for December.
[CUSTOMER][NEUTRAL] Well, I called because the payment didn't, yeah, because it didn't draft [PII].
[CUSTOMER][NEUTRAL] Because I did because I hadn't updated my banking information.
[AGENT][NEUTRAL] Right, and it wouldn't draft on [PII] because you're not due until [PII], so you're paid to.
[CUSTOMER][NEUTRAL] Uh, what was the payment due before?
[AGENT][NEUTRAL] The payment
[CUSTOMER][NEUTRAL] Uh, that's what I'm saying, y'all go ahead.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, let me say something. I want to make sure that we got your December payment like you said. Uh, do you know who you talked to? Um.
[CUSTOMER][NEUTRAL] Cause it
[AGENT][NEUTRAL] Or how did you pay your December premium?
[AGENT][NEUTRAL] Because I'm not showing that she was due for December.
[CUSTOMER][NEUTRAL] OK, let me see here. I may be mixing it up and, uh, hold on one second.
[AGENT][POSITIVE] That's OK. I, like I said, I just want to make sure we're, we're good.
[CUSTOMER][NEUTRAL] Because I was because I've been because I've been changing updating all my accounts maybe I'm mixing up the uh.
[CUSTOMER][NEUTRAL] The thing I'm miss I may be mixing it up. Let me just make sure.
[CUSTOMER][NEGATIVE] 20%. So I don't, so I don't pay every month with y'all is what you're saying.
[AGENT][NEUTRAL] Right. This is a yearly premium. The 163.92 is a yearly premium.
[CUSTOMER][NEUTRAL] Oh, OK, that's why I'm not seeing it. OK, I'll, I'll wait then with the draft. OK, I, I missed my, I think I mixed y'all up with my other policy. I'm, I'm thinking.
[CUSTOMER][NEUTRAL] My life insurance. This isn't, I mean my other policy, and I'm talking to April, yeah, I think I'm mixing it up. OK, I'll wait and let that draft.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, I just like I said, I just didn't want us to double pay and if it's gonna draft, but if make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, if you want to check next, by next week, just check on it to make sure it goes through your new account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, if I don't see it come out of my account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so if it doesn't come looking at the calendar, I should, if it doesn't, if I don't see it draft it by what date I should call you.
[AGENT][NEUTRAL] Just try to just try back next week at at least by Friday or something like that just to make sure that it comes out of your uh correct account and everything um.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and like I said, I, I, I'm not trying to refuse your payment. I just wanna make sure that we are on the same page.
[CUSTOMER][NEUTRAL] OK, no, OK, I think I, yeah, I think I confused myself changing all my trying to update all my information. OK, so.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I get that. I get that and I understand. So, um, let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe it's gonna draft and like I said since it's been since you updated it before.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the draft day, so if you wanna wait we can do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just wait, uh huh and I'll wait and uh just I just check my account next Friday and see if it's out. If it's not, I'll give you a call. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Like I said, I just wanna make sure that we're all good and everything's great and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll, and I didn't want you to have to pay double and it cause a conflict, you know, with your other stuff or what have you, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Yes ma'am, I think, I think it should if I find out anything different, I will let you know but I think we ought to be good on that um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just, just want wanna make sure you don't count with me switching accounts, so that's all.
[AGENT][NEUTRAL] Well, like I said, you've got a 30 day grace period and your due date is [PII], so you're good because we got the draft date as the first and we have it draft, but I think they draft every Friday, something like that, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But if, if you want to just.
[AGENT][POSITIVE] You can do that and, um, I got your number here. If I find out anything different, then we can go from there, but I think you ought to be good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you very much, ma'am. I appreciate it.
[AGENT][POSITIVE] You are so welcome, Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that would be all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful weekend, OK?
[CUSTOMER][POSITIVE] OK thank you uh huh bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.