AccountId: 011433970860
ContactId: c232fd60-bc84-436d-9a38-eb17bab79388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421720 ms
Total Talk Time (AGENT): 191953 ms
Total Talk Time (CUSTOMER): 187538 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c232fd60-bc84-436d-9a38-eb17bab79388_20250414T14:00_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], I would like to speak with [PII] that's working on my case, the analyst, uh, my policy number is uh 620424.
[AGENT][NEUTRAL] OK, and may I please get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. Let me pull up your policy real quick.
[AGENT][NEUTRAL] And we'll verify that and I'll see if [PII] is available. And you said her last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And then also, would you please verify your address, phone number and date of birth for me? I'm sorry, address, phone number and email.
[CUSTOMER][NEUTRAL] I just gave you my date of birth.
[AGENT][NEUTRAL] Address, phone number, and email address.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII].
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Thank you so much. I appreciate you verifying that for me. I'm gonna put you on a quick hold. I'm gonna look and see if [PII].
[AGENT][NEUTRAL] And it's [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, it's [PII] that's on um that's that's doing it.
[AGENT][NEUTRAL] Uh, I don't have a [PII].
[CUSTOMER][NEUTRAL] Yeah, cause um I.
[AGENT][NEUTRAL] In our system, uh, let me look.
[AGENT][NEUTRAL] But she's in the claims department, is that correct?
[CUSTOMER][NEUTRAL] I guess that's what, that's where it's it.
[CUSTOMER][NEUTRAL] Because she don't want to work on my worked worked on my claim, and I was just wondering why my claim is still pending and I turned the paperwork in like on the [PII] of this month, and that's the only thing I had to do was turn the paperwork in and I was just trying to see why my check hasn't been, you know, mailed out.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Right, let me look and see.
[CUSTOMER][NEUTRAL] Cause I stopped it off of automatic draft and I told them just put it in the mail, but I haven't seen it processed, so that's the reason why I I called her to see what was going on.
[AGENT][NEUTRAL] OK, so I'm looking at it right now.
[AGENT][NEUTRAL] And it says that it's pended for premium payment.
[CUSTOMER][NEGATIVE] No, ma'am. No, it's not, it's not, it shouldn't be, it shouldn't be pending for no premium payments because the lady set me up on uh uh every 3 months and I told her to take it off of automatic draft for the bank and she set me up for uh every 3 months and it's supposed to be paid like that or either I can take it out of my uh check and and she told me I just did it like a week ago so that don't make no sense to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just told her I will mail it in if it's gonna be a problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, and it shouldn't be, it shouldn't be for no premium because I just took it off of the bank draft because I was getting ready to change bank.
[AGENT][NEUTRAL] Right, I understand. OK, so I'm looking at it and I do see that they set you up to send in a check every 4 months quarterly, and the pay to date on this policy is [PII]. So your premium was due [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, ma'am, they normally take it out of my bank. Just take it out of the bank that is still on there because uh let me speak to her because they told me that it wouldn't be no problem or anything.
[AGENT][POSITIVE] OK, what I'm gonna do is I'm gonna go ahead and transfer you on over to customer service so they can assist you with um changing your frequency and your coverage type for the mode of payment for your bank so it's gonna be a brief hold and I will let them know you already verified your policy so you won't have to do that again, OK?
[CUSTOMER][NEGATIVE] Yeah, and then on top of that I talked to someone and they told me it wouldn't be no issue with this. I'm sitting up here waiting on my payment and normally it don't come out the bank until this week anyway.
[AGENT][NEUTRAL] OK, alright, well I'll go ahead and transfer you.
[CUSTOMER][NEUTRAL] And I was going crazy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I was gonna change my bank. That's the reason why I did that, keeping them from sending it over there.
[AGENT][NEUTRAL] I understand, but I do see that when you called in you did want it uh changed to where you could just send a check in and they did take it off the bank draft and changed it to where you could send a check in quarterly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, well let me talk to [PII]. I, I'm, I'm tired of talking to him right now cause I'm kind of PO and I paid this for many years and then and then they gonna try to stop the check and the check. Let me speak to her cause I need, I need this right. Cause I called and I talked to them and it wouldn't be and I talked to a supervisor cause the person person that I initially spoke with was somebody that was new, didn't know what they were talking about and the supervisor called me back.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So let me just speak with the claims department and and speak with [PII]. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, you're very welcome. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning thank you for calling APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. It's [PII]. I've got, um, hey, I've got Ms. [PII] Page on the phone. Her policy number is 620424. I have verified her.
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEGATIVE] She's upset, she's calling because her claim was pended uh waiting on premium payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So I let her know that and she said, Well, I changed it. I changed it from the bank draft to check and I'm supposed to send it in every 4 months. I said yes ma'am, I do see that that did take place, but your pay to date is [PII] and your premium was due on [PII] because I do see that her bank draft used to be on [PII] also. Well now she's upset and I think she's wanting to do some more changes again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I'll talk to her.
[AGENT][NEUTRAL] And she
[AGENT][NEUTRAL] And she keeps asking for a [PII], which I don't, I've looked and I can't find a [PII], but I'll let you handle her.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you. OK, bye.
[AGENT][POSITIVE] All right. Thank you, [PII]. Bye-bye.