AccountId: 011433970860
ContactId: bd3ccfca-2bd3-4472-be4e-ff7eb776133f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616080 ms
Total Talk Time (AGENT): 231799 ms
Total Talk Time (CUSTOMER): 127451 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/bd3ccfca-2bd3-4472-be4e-ff7eb776133f_20250113T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] in the care team. I've got, hey, I've got Miss [PII] on the phone. Uh, let me give you one of her policy numbers. It's 236-528-8.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is calling because her premiums are not coming out of her bank account and she wants to know what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she's off group. I did see it. I did see a note that she's off group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But she's still a one.
[AGENT][POSITIVE] All right, I think I got it.
[CUSTOMER][POSITIVE] OK, all right, [PII], you have a good day. You're welcome.
[AGENT][POSITIVE] Thank you. You too, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good morning Miss [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hello, good morning. How are you doing today?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Hello Miss [PII], um, we just, we, um, well, the call got just transferred to me that you are having some issues about your premium not coming out of your bank account. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] All right, and you already provided.
[AGENT][NEUTRAL] Um, bank information to us.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Alright, let me just a minute to look through the policies and um to figure out what is going on with those premiums, right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Miss um [PII], have you already sent to us all your paperwork um for us to, for you to keep the policy with us?
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] Um, are you still with, uh, your employer?
[CUSTOMER][NEUTRAL] Yeah this is through CWA yeah, I'm just retired.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK, you are retiring and you want to keep the policy with us.
[AGENT][NEUTRAL] And um once uh we have employees insured to retire, we request them to uh fill out a form where they tell us that they will like to their policies with us, um, and that gives us consent to draft their um premium out of a bank account. Have you already sent those documents to us?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] You guys were already taking payment out of my account?
[CUSTOMER][NEUTRAL] I just changed bank account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I gave you that information and
[CUSTOMER][NEGATIVE] It had never came out of my account.
[CUSTOMER][NEUTRAL] So you guys sent me letters for the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Request a support coverage, is that what you're talking about?
[AGENT][POSITIVE] Yes, the portability, yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Already done that.
[CUSTOMER][NEUTRAL] So I didn't do it again.
[CUSTOMER][NEUTRAL] Do I need to do it again?
[AGENT][NEUTRAL] Uh, no, uh, uh, well, I'm just looking at it and, um, it doesn't seem.
[CUSTOMER][NEUTRAL] I'm supposed to take
[AGENT][NEGATIVE] Yes, it doesn't seem like the uh bank account was placed in the correct um field for us, um.
[AGENT][NEUTRAL] And you do have multiple policies, so it will take me a little bit of a minute to look at where this information so I can have the correction. Um, would you mind if I place you on a brief hold while I investigate a little bit further?
[CUSTOMER][NEUTRAL] No, I don't. That's fine. Thank you.
[AGENT][NEUTRAL] Alright, I'm gonna go ahead and place you on a brief hold. I'm gonna try to um find this information as soon as possible. I'll be back.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Ms. [PII]. Um, all right. So I see that you already previously called us about um that you ported, indeed you sent to us, um, you faxed to us all your um documents.
[AGENT][NEUTRAL] But apparently, we weren't able to find anything. Um, it was back in November, um, we were looking back in those days and we weren't able to find anything. Um, I would say, would you be able
[AGENT][NEUTRAL] Are you still there, Miss.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Uh yes, uh, would you be able to um send us those documents back again? Because uh I don't see any of the bank information. I'm already tried to look everything up and I wasn't able to find anything.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] Yes, so I can, I can do that and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll do it to the is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, it will be just for the email is just [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A [PII] or not [PII]?
[AGENT][NEUTRAL] in public.
[CUSTOMER][NEUTRAL] [PII]. So it's [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yes, and since then my name has changed.
[CUSTOMER][NEUTRAL] Do I need to send anything with it like my marriage certificate or anything?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you can send us a a picture or a copy of the marriage certificate or a copy of your ID um if it has been already updated.
[CUSTOMER][NEUTRAL] I haven't updated my ID um and the bank account is still in my name that I want it to come out of, but that's fine. I'll send both of that and I will do that today right now.
[AGENT][NEUTRAL] OK, then the
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. All right. Um, it's, uh, let's see.
[CUSTOMER][NEUTRAL] And then I'll call later today to see once you guys get it, OK?
[AGENT][POSITIVE] Mhm. Yes, we can check that for sure. All right. Is there anything else that I can help you?
[AGENT][NEUTRAL] Miss
[CUSTOMER][NEUTRAL] No, nothing. Um, OK, that's it.
[AGENT][POSITIVE] Alright, well thank you very much for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.