AccountId: 011433970860
ContactId: be31cce2-4e04-4f8d-8b35-1f519bdaf250
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 928700 ms
Total Talk Time (AGENT): 334282 ms
Total Talk Time (CUSTOMER): 320952 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/be31cce2-4e04-4f8d-8b35-1f519bdaf250_20250206T21:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, um, I was just wanting to check on, uh, to see if the payment has been received on my policy.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I do not, but I can provide you with any other information.
[AGENT][NEUTRAL] What is that social? I can look it up by social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name please ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you mind verifying your date of birth, current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] [PII] [PII] and uh
[CUSTOMER][NEUTRAL] What was the last thing you asked?
[AGENT][NEUTRAL] Yes, ma'am. I wouldn't remember either. It's your email and phone number.
[CUSTOMER][NEUTRAL] Email [PII] phone number [PII].
[AGENT][NEUTRAL] All right, thank you. And on your home address, did you say it's [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, good. Just wanted to make sure on that.
[AGENT][NEUTRAL] Now, I am showing that your policy is paid through [PII].
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, looks like the draft date on your payment is on around the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cause I thought I was um [PII].
[AGENT][NEUTRAL] Well, it is paid quarterly.
[CUSTOMER][NEUTRAL] Right, so I'm, I'm referring to the [PII] payment. Did that go through? Was that received?
[AGENT][NEUTRAL] I'm gonna check that for you. Bear with me just one second.
[AGENT][NEUTRAL] I'm checking for you. Bear with me just one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I apologize, it's just taking my computer a minute, so bear with me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, if you don't mind holding just one moment, let me check and make sure, see if we've received that, OK?
[AGENT][POSITIVE] Thank you. OK, I'll be right back with you.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. It's me. How are you doing?
[CUSTOMER][NEUTRAL] Hey, me, I have gotten 2 missed calls. This, I'm sitting here clicking and clicking. No, what's happening with the phones?
[AGENT][NEUTRAL] From me. I'm sorry.
[AGENT][NEUTRAL] I don't know it was going crazy for a minute and so is my system. I just need to see if we received payment on a policy and I can't get it to come up.
[CUSTOMER][NEUTRAL] OK, uh, what, hold on one second, let me get the screen pulled up.
[AGENT][NEUTRAL] It
[AGENT][NEGATIVE] And it is a method of payment too, so I was trying to get somebody to help me and nothing was working, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I'm sitting here clicking away. It would only ring 1.5 times and it would say customer end the call, and it would ring 1.5 time again. I mean, I'm like sitting here clicking on it. I got it pulled up. I'm going, what the heck? Like, what's the number there?
[AGENT][NEUTRAL] I just sorry.
[AGENT][NEUTRAL] Trust me, and then, and then I said, OK, well, I'm on, I'm on, I'm on OK. Policy number 228.
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] 228-8209 for [PII].
[AGENT][NEUTRAL] She's just making sure that 28th payment we received.
[AGENT][NEUTRAL] And I'm thinking we did, is it BQPHI.
[CUSTOMER][NEGATIVE] Yeah, we received 3 payments of $11,240 on [PII]. 0 no, wait, wait, wait, wait, wait, it was NCF in NSF, it was returned.
[AGENT][NEUTRAL] But it
[AGENT][NEUTRAL] But it's
[AGENT][NEUTRAL] OK, that's because it was.
[CUSTOMER][NEUTRAL] It was made on [PII].
[AGENT][NEUTRAL] P12 I mean [PII], right?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, yes, the correct pay date is [PII] because the January, February and March premiums were returned.
[AGENT][NEUTRAL] On the [PII]. 0, I don't, oh, what do we do?
[CUSTOMER][NEUTRAL] That I don't, uh uh uh uh uh.
[CUSTOMER][NEUTRAL] I guess make sure we've got the correct bank information um.
[CUSTOMER][NEUTRAL] When the policy is still active, they can go to billing and, and make a um.
[AGENT][NEUTRAL] Payment on the line, phone payment.
[CUSTOMER][NEUTRAL] If I'm not mistaken, but over the phone, go to billing and make a payment over the phone.
[AGENT][NEUTRAL] Yes, since it's still active.
[CUSTOMER][NEGATIVE] It's still act if I'm not mistaken, but it's just why is it saying bank payment too and they're it's like they're paying 3. I'm confused while they're making oh they had an additional amount added that's why.
[AGENT][NEUTRAL] Yeah, as long as it's active.
[AGENT][NEUTRAL] I am too.
[AGENT][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] And there in the right.
[AGENT][NEUTRAL] So it is
[CUSTOMER][NEUTRAL] Right, I'm confused. Um, I have a
[AGENT][NEUTRAL] Oh, I'm confused.
[AGENT][NEUTRAL] Because on the [PII], it's showing January, February, March.
[CUSTOMER][NEGATIVE] But it got returned.
[AGENT][NEUTRAL] Oh, so then she went back and added those amounts back.
[CUSTOMER][NEGATIVE] For NSF, not sufficient funds.
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] And then she went back and added those, those back.
[CUSTOMER][NEUTRAL] Right, right, right. So, yeah, she went and, and she [PII] [PII] added those premiums back. So it got returned on [PII]. So if they wanna make a payment by phone using their card, they can, but I think, I'm saying I think.
[CUSTOMER][NEGATIVE] I, that's just up to them because this show got returned because it, they were trying to make an additional payment and it didn't go through, girl.
[AGENT][NEUTRAL] I feel them.
[CUSTOMER][POSITIVE] It did not, ah, God bless them.
[CUSTOMER][NEGATIVE] You know, they were trying to pay those 3 months and it show got refunded or not refunded just removed from the.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, but
[AGENT][NEUTRAL] OK, do we contact them with insufficient funds? I don't know how that works.
[CUSTOMER][NEUTRAL] Yeah, they're only paid.
[CUSTOMER][NEUTRAL] I don't either, um.
[CUSTOMER][NEUTRAL] Uh, let me look and see if there's.
[AGENT][NEUTRAL] I wonder if I need to get a billing.
[CUSTOMER][NEUTRAL] Uh, I was just gonna look and see if there was a notice in here. Surely their bank to let them know.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I would think so, yeah, let me just get back with her and let her know that that was returned as insufficient funds and ask if she wants to pay that by credit card today.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK, there, yeah, there is some kind of correspondence in her file on [PII], um.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] That may be, oh that looks just like something we get maybe insufficient funds, OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] When they mailed out to her. All right, yeah.
[AGENT][POSITIVE] I think I have a plan. Thank you, ma'am.
[CUSTOMER][POSITIVE] You're welcome, dear.
[AGENT][POSITIVE] Have a good one. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Ms. [PII], thank you for your patience. Now, I see that we received a payment on the [PII]. Now that was sent back because of insufficient funds.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that payment has not been um made for 33,720. Your policy is still active. Now we do have an option for if you want to pay by credit card over the phone, I can transfer you to our billing department.
[CUSTOMER][NEUTRAL] Um, that would be, uh, uh, yes, I would like that, but before you transfer me over because this payment was sent back insufficient, will that, um.
[CUSTOMER][NEGATIVE] uh cancel my um
[AGENT][NEUTRAL] Your coverage
[CUSTOMER][NEUTRAL] Well, not my coverage cause I'm still covered as you said.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah. So would that cancel that payment?
[CUSTOMER][NEUTRAL] Uh, but
[CUSTOMER][NEUTRAL] That no the auto pay for the next for the next payment that comes up.
[AGENT][NEUTRAL] That is a good question and we're gonna ask them when we transfer to billing. How about that?
[CUSTOMER][POSITIVE] Uh, that sounds good.
[AGENT][NEUTRAL] I don't think it will, but let me, I'm gonna ask them too when I transfer and they can convey that information.
[AGENT][NEUTRAL] And just to make sure, what is the, um, do you have your bank account? Let's make sure we've got the correct information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is this the last 4 of the account?
[CUSTOMER][NEUTRAL] Um, yes, it's a
[CUSTOMER][NEUTRAL] Last four of the account I believe is like.
[CUSTOMER][NEUTRAL] Um, let me think, let me think. Uh, was it [PII]?
[AGENT][NEUTRAL] That's the one we have on file, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] OK. And I
[CUSTOMER][POSITIVE] And I can, I, I, I can feel secure. There's no um interruption in coverage. I just need to make this payment.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That only happens when you get on the phone, and it doesn't it?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEGATIVE] Oh my goodness, yeah. So very true, so annoying.
[AGENT][POSITIVE] I understand. I, I'm the same way, but what I can do is I can transfer you and we can get that payment in and that way there'll be no lapse in coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And will you please get the answer to that question as well as to whether it's going to go back on.
[AGENT][POSITIVE] Absolutely, I sure will. Yes, ma'am. All right. If you hold just one moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you doing?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][NEUTRAL] I'm doing well, thank you. I have an insured on the line. Um, we took out her, um, direct deposit, I mean not direct deposit, I'm sorry, electronic transfer, it came back as insufficient funds. She wants to pay that over the phone, but she has a question too. If a payment goes back due to insufficient funds, will that cancel out her next withdrawal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'll have to check on that because I'm actually not sure.
[AGENT][NEUTRAL] Yeah, I wouldn't either, and she's concerned about that. But let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 228.
[AGENT][NEUTRAL] 8209.
[CUSTOMER][NEUTRAL] OK, and who do we have on the line?
[AGENT][NEUTRAL] For [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her callback is the [PII], but she does want to know that information, does that cancel out her electronic withdrawal?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the next quarter.
[CUSTOMER][NEUTRAL] Alright, let me ask that really quickly so I have to answer when you on the line.
[AGENT][POSITIVE] I thought that was a good question.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send her over.
[AGENT][POSITIVE] All right. Thank you. Let me get her on the line. Hope you have a great evening. One moment.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] All right, Ms. [PII], thank you for your patience. I do have [PII] in our billing department. She's going to assist you with the processing of the payment, and she is checking on that um question regarding your.
[AGENT][NEUTRAL] Automatic withdrawal for next quarter, OK?
[CUSTOMER][NEUTRAL] Oh, she's gonna address that as well?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright thank you so much for your time.
[AGENT][POSITIVE] And thank you for calling EPL. I hope you have a lovely evening.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].