AccountId: 011433970860
ContactId: c6144fab-6d4b-4c27-a626-d0c8930cd854
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392570 ms
Total Talk Time (AGENT): 135033 ms
Total Talk Time (CUSTOMER): 163974 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/c6144fab-6d4b-4c27-a626-d0c8930cd854_20250314T18:55_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is An[PII]How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I talked to somebody at the beginning of the week.
[CUSTOMER][NEUTRAL] I think it was Tuesday or Monday.
[CUSTOMER][NEUTRAL] About, uh, my account they say they gonna make them draft my account but they didn't draft on the draft drafting date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they're supposed to be drafting it. She told she gonna put in for them to go on drafting it, and I'm just trying to make sure they, they, they're doing it, you know, the lady said she's gonna watch it, so I'm just calling to make sure they gonna still draft my account because it ain't came out today either.
[AGENT][NEUTRAL] OK, I can definitely check the account for you. I'm sorry that it hasn't come out yet. Um, may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] 22[PII].
[CUSTOMER][NEUTRAL] And my name is Mi[PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Hold on, I'm gonna get it out of my purse. Oh God.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, but normally they take it out on the 3r[PII]nd Ma[PII]he 3r[PII]assed and they wouldn't take it out.
[CUSTOMER][NEUTRAL] 00613416.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, 22[PII]9[PII].
[CUSTOMER][NEUTRAL] [PII]nd what what you what else?
[AGENT][NEUTRAL] Um, that's it, because we don't have an email on file, that's all.
[CUSTOMER][NEUTRAL] Uh, put the email address Mi[PII].
[AGENT][NEUTRAL] Mi[PII]u[PII]You said 53[PII]?
[CUSTOMER][NEUTRAL] Uh uh 83.
[AGENT][NEUTRAL] 83. OK, sorry about that.
[AGENT][NEUTRAL] So Mi[PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, so I've added that for you and thank you for verifying all the information provided is a verification of benefits, not a guarantee of payment. And let me see, let me take a look at the payments. Hold on one moment.
[CUSTOMER][NEUTRAL] No, I'm just talking about like, you know, they start sending the draft of them.
[CUSTOMER][NEGATIVE] You're supposed to be drafting my account for the payment for the the premium.
[AGENT][NEUTRAL] So it looks like
[AGENT][NEUTRAL] It looks like we received the payment today of 3320.
[AGENT][NEUTRAL] It was billed today and we received it today, so it looks like they pushed it through.
[AGENT][NEUTRAL] Like, you know, manually did it, but I do see that received amount was 3320 today. It was received today.
[CUSTOMER][NEUTRAL] Well, maybe they will show on my end to next week.
[AGENT][NEUTRAL] Yeah, it may be showing as pending on your end still, maybe.
[CUSTOMER][NEUTRAL] Because I don't see it
[AGENT][NEUTRAL] Maybe, maybe Monday or Tuesday since today is Friday.
[CUSTOMER][NEUTRAL] OK, what, what account, what, what account did they uh.
[CUSTOMER][NEUTRAL] Send that through
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is checking our savings.
[AGENT][NEUTRAL] Hold on one moment, let me see.
[AGENT][NEUTRAL] No, I can't tell us, oh, I do see checking right here, it's checking.
[CUSTOMER][NEUTRAL] A checking account?
[CUSTOMER][NEUTRAL] That's supposed to go through my savings. What's the checking account number they got?
[AGENT][NEUTRAL] Um, it ends in 50[PII].
[CUSTOMER][NEUTRAL] 5001
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]then it's supposed to be oh yeah that's it.
[AGENT][NEUTRAL] That's it. OK, good. Well, yeah, I was he had me nervous a little bit. I was like, wait a minute.
[CUSTOMER][NEUTRAL] I know cause I'm trying to think, you know, they, they, they must put down the last 4 numbers.
[CUSTOMER][NEUTRAL] What they do put the show you the last 4.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, the whole thing is on there, but I just say that I don't like saying the whole account number on the phone, but yeah.
[CUSTOMER][NEUTRAL] So did I tell you the right number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I know, but I wish they'll put on where they gonna they gonna come out my savings. It just ain't came out of my account yet.
[AGENT][NEUTRAL] I would look maybe Monday or Tuesday because it does, I see where it was billed and then I see where it was received today, today is the 14[PII]the 15[PII]yes, today.
[AGENT][NEUTRAL] The 14[PII]I just want to make sure I had the right date.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure.
[CUSTOMER][NEGATIVE] Cause I called this week they said they had lapsed, but they don't know why I lapsed and they couldn't have lapsed.
[CUSTOMER][NEUTRAL] Because they had took a payment out Fe[PII]Then the next supposed to come out Ma[PII]I don't know because of the days February or what.
[AGENT][NEUTRAL] Oh, now that I didn't even think about that.
[CUSTOMER][NEUTRAL] But when I see
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How February is.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] And the late 60 some lady watching this she fix it.
[CUSTOMER][NEUTRAL] So I don't know, but normally when February come around, they don't take it out to like the 3r[PII]4t[PII]or 5t[PII].
[AGENT][NEUTRAL] Probably because of
[CUSTOMER][NEUTRAL] When it supposed to be because they don't have 30 days so they'll take it out on the 1s[PII]2,[PII]and the 3r[PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I'll wait till Monday to see if it's gonna show.
[AGENT][NEUTRAL] OK. Well, if you need us for anything, definitely let us know, but it did, um, I do see where it does show that it paid on our end.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. Bu[PII]Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.