AccountId: 011433970860
ContactId: bde00a07-0cbb-405f-a2b1-773a9d7b77f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516429 ms
Total Talk Time (AGENT): 221482 ms
Total Talk Time (CUSTOMER): 252034 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/bde00a07-0cbb-405f-a2b1-773a9d7b77f1_20250501T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I called yesterday and talked to a lady. I'm not sure what her name was. I didn't get her name on having my, uh, premiums deducted out of my personal checking account instead of work checking work, you know, still out of my work tech basically and she sent me all the papers.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And it said it but it don't really there's nothing on here that for me to select how I actually want it done.
[AGENT][NEUTRAL] OK, sir, um, I can help you with your paperwork. Can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir and then what is your callback number, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then [PII], can you also give me your policy number?
[CUSTOMER][NEUTRAL] Uh, there's 3 of them. Uh, this one right here is 00711993.
[CUSTOMER][NEUTRAL] 992
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 991.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Let me look you up real quick, Mr. [PII].
[AGENT][NEUTRAL] All right, can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII], uh, should be [PII].
[CUSTOMER][NEUTRAL] And [PII] [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you verifying that for me. OK, at the top of your paper, does it say elect uh ETF?
[AGENT][NEUTRAL] Electronic draft form.
[AGENT][NEUTRAL] What does it say at the top?
[CUSTOMER][NEUTRAL] No, uh, yes, yes, that's what it says, and I got the bank name and I got the address and all that so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that um header at the top tells us that that's the bank draft authorization form so when you fill it out and you mail it back in, we will make sure that we put it towards bank draft for your policy rather than.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Being payroll deducted through the group.
[CUSTOMER][NEUTRAL] OK, well, what's throwing me is it says I have the option to pay uh pay a full annual or semi-annual or quarterly.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you do have that option.
[CUSTOMER][NEGATIVE] But it don't give me the option to select it, it, it don't, there's nothing here for me to select which one I want is what I was throwing me.
[AGENT][NEUTRAL] OK, so if you wanted to just write at the bottom of it how you want to pay, you wanna pay, uh, quarterly, semiannually or annually, you can write that at the bottom and we'll, we'll make sure that we get it set up the exactly how you want it.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but what I did, what it does state is to set up a monthly bank draft, fill out the enclosed form. So I fill by filling out the form, it just says it'll take it monthly if you don't do nothing else, correct?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, alright, I just wanna make sure I had all this going. She told me to email it back to her, so I'm fixing to email it back to y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is what she said because I'm retiring next week she said, Oh, well you better to get an email back so it changed the, the, the lady at the uh, our head lady at the office had said, you know, she may do it. Uh, I don't know if she drafts from y'all monthly, I mean, a month ahead of time or what. So do you know, can you see when my next due date is basically?
[AGENT][POSITIVE] Oh, how nice.
[AGENT][NEUTRAL] Well, can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, yes, sir, let me look for you.
[CUSTOMER][POSITIVE] It, it comes out of my check every 2 weeks and actually I get paid again tomorrow so something's gonna come out so.
[AGENT][NEUTRAL] OK, let me check for you.
[AGENT][NEUTRAL] OK, right now you're paid to [PII], so if they're going to send in another payment that will get you to [PII], so I guess your bank draft would start on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What it is, you know, I get paid every 2 weeks, so they take half of it, one pay day, half of it the next. So tomorrow when I get paid it's only gonna have half of it. I'm if I'm not mistaken. That's what's throwing me a little bit.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] The way that the groups pay is even though they take it every other week they send it in monthly for the monthly payment.
[CUSTOMER][NEUTRAL] Oh they send it in monthly OK OK OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, alright, so they, I give it to them every 2 weeks, but they pay monthly, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Got you, got you, so you're thinking that.
[AGENT][NEUTRAL] So if they're gonna take care of, if they're gonna send in your June payment um from your next two paychecks, and then you would start your.
[CUSTOMER][POSITIVE] Well, I'm I'm retiring next Friday, so I'll actually, I'll get paid tomorrow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know about uh the the next one I'll be retired by the time I get my next one so I'm not for sure what's gonna happen on it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Oh y'all, uh, however it gets done, will y'all send me a text or an email or something, say hey we're fixing to deduct this out of your account or so I'll know ahead of time.
[AGENT][NEUTRAL] Um, I can put a note in your, we don't normally do that, but I can put a note in your account that you would like, um, a phone call.
[CUSTOMER][NEUTRAL] Or is that something y'all do?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, or, or just a or just an email or something, you know, says, hey, your bill is due blah blah blah something like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is is how I want it that way it just reminds me, hey, I'm fixing to pay this so.
[AGENT][NEUTRAL] And you want that on the first draft.
[CUSTOMER][POSITIVE] Yes, yeah, that way I'll know each, each time they take it basically be good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I get notices all the time, hey, your car notes doing 3 days, blah blah blah, stuff like that.
[AGENT][NEUTRAL] Yes, sir. Yes, sir. And also um if you're signed up, if you're also signed up on the online service center, it's also a direct portal to your policy and you can look there too and see when um your pay to date is.
[CUSTOMER][NEUTRAL] So however y'all could do it so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK. All right, that'll work.
[AGENT][NEUTRAL] Do you want that um website? Are you signed up for it yet, sir? I can give you the um address to go in and do it.
[CUSTOMER][NEUTRAL] Alright, well I think that was.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] Yes, sir. That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I may have went into that. I'll have to look and see because I, I did some claims back last year, so I may have it set up. I just got to get in it and remember.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can check that for you also, let me, let me look in there real quick and see if you're signed up for it.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] You are, would you like your user name just in case you can't remember? I can give you.
[CUSTOMER][NEUTRAL] Let me look in my notes.
[CUSTOMER][POSITIVE] Yeah, yes ma'am, that that'll work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII] and it's all lowercase.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I probably get him my notes here name password somewhere. That's what I was just gonna look at. I try to put everything in notes I can remember it all.
[AGENT][NEUTRAL] And if you can't remember your password, there's a way that you can reset the password through the online service center.
[CUSTOMER][NEUTRAL] Well, let's see, I see 2 because I got one cancer policy. I got one APL. I got two different passwords, I guess whenever I get into it, whichever one don't work, I'll just redo it.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] Oh why I got 2.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, well thanks very much for your help. I'll just go ahead and send these in if I send them in just like they are not state nothing that's gonna come out monthly the way it sounded to me, correct?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, alright, well that's what we'll take care of it. OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help you with before we go, sir?
[CUSTOMER][POSITIVE] No, that'll do. Thank you very much.
[AGENT][POSITIVE] All right. Well, you have a happy retirement and thank you so much for calling APL. You're welcome. Bye-bye, sir.
[CUSTOMER][POSITIVE] Thank you ma'am bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.