AccountId: 011433970860
ContactId: c73ff449-a290-4697-9cb5-88ecc89b9069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 860460 ms
Total Talk Time (AGENT): 294294 ms
Total Talk Time (CUSTOMER): 259740 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c73ff449-a290-4697-9cb5-88ecc89b9069_20250121T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] on the care team. I have a um insured on the other line that needs to make a debit card payment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 766.
[CUSTOMER][NEUTRAL] 439.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me see if that NSF came back. Hang on one second.
[CUSTOMER][NEUTRAL] He did mention that. He said it was about a, a return payment that he wanted to make up.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, actually it hasn't come back yet.
[CUSTOMER][NEUTRAL] OK, so we have to wait until it, do you, how long should I?
[AGENT][NEUTRAL] Well, the thing that what's gonna happen is if he makes, if he knows that the [PII] uh the yeah, the [PII] draft is gonna come back, um, and it hasn't come back on our end yet because, well, yeah, it probably, it probably won't come in any day now but with yesterday being a bank holiday, it probably won't be until the end of the week, um, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, probably be delayed. OK.
[AGENT][NEUTRAL] I could take, I could take $125 from him with the credit card payment to cover that returned if he knows that that's gonna come back, I can take that, but then when it does come back, I'm gonna basically have to take that back out so he'll be back at square one of page date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So he'll end up still being behind.
[AGENT][NEUTRAL] If that makes any sense. So basically, like, no, I mean, I can't, but with it not.
[CUSTOMER][NEUTRAL] OK. You want me to explain that to him?
[AGENT][NEGATIVE] With it not being returned from the bank yet.
[AGENT][NEUTRAL] It's just gonna put them back at square one, but you can send them to me.
[CUSTOMER][NEUTRAL] OK, cause I was trying to follow you, but I do not want to explain that wrong.
[AGENT][NEUTRAL] It's uh and is [PII] on the phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you can send her to me.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to make a payment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, is this [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so the December draft that was drafted for $125 has not returned back to us, um.
[AGENT][NEUTRAL] Is, is that draft gonna return?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah, yeah, you see what I'm trying to be the that's, that's the, uh, one that they returned before and they, they added the current 1 6250 each and I need to pay $6250 you know for the.
[AGENT][NEUTRAL] Oh you need to pay 2, 250?
[CUSTOMER][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To 6250 half of it so that if if it's it got returned then I can pay the balance of.
[AGENT][NEUTRAL] OK, let me get everything pulled up and then I can take that $250 card payment. Hang on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because that's for 2 months.
[CUSTOMER][NEUTRAL] Do you know when the when it was sent in the [PII]?
[AGENT][NEUTRAL] Um, so it looks like.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So it looks like uh let me go back to the notes and see what she's doing.
[AGENT][NEUTRAL] call.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, so that one.
[AGENT][NEUTRAL] That one's gonna come
[AGENT][NEUTRAL] Alright, so that one came back on [PII]. OK, so your November bank draft.
[AGENT][NEUTRAL] Was returned NSF, um, it was returned on [PII], so what the system does is it um sets the policy up to um double draft, so that was processed on [PII], so $125 was drafted on the [PII], um.
[AGENT][NEUTRAL] So that's the amount.
[AGENT][NEUTRAL] You're wanting to cover that amount being the one.
[CUSTOMER][NEUTRAL] But, but the, but, but I, I called in and I made a payment over the phone. Is that showing for the [PII]?
[AGENT][NEUTRAL] Um, let me double check that. Hang on one.
[CUSTOMER][NEUTRAL] I, I, I made it with debit card over the phone.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEGATIVE] No shit.
[CUSTOMER][NEUTRAL] When is the, when is the January, the, when is the next billing date?
[AGENT][NEUTRAL] What day does it draft on?
[CUSTOMER][NEUTRAL] Uh, when is the next billing, billing, billing?
[AGENT][NEUTRAL] The next date that it would draft on.
[AGENT][NEUTRAL] would be
[AGENT][NEUTRAL] Um, it will actually draft probably today.
[CUSTOMER][NEUTRAL] For for for the 125 for for.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, the 125 drafted in December and it has not been returned, um, to us, so is that 125 gonna be at NSF?
[CUSTOMER][NEUTRAL] That that's why I'm trying to find out because the, the, the, the first one, you know, uh, that I, I called in and I made payment with um.
[CUSTOMER][NEUTRAL] With um um debit card with the Region's Bank.
[AGENT][NEUTRAL] Yes, OK, so that, yeah.
[CUSTOMER][NEUTRAL] You know, with another, another bank.
[AGENT][NEUTRAL] So the
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] The November payment that was drafted on the [PII] was returned to us um in December.
[CUSTOMER][NEUTRAL] So so
[AGENT][NEUTRAL] And then it looks like on that same day you made a credit card payment, so it pretty much washed that out, um, so then it was set up for double draft and that drafted on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] For $125.
[CUSTOMER][NEUTRAL] That's what I'm saying.
[CUSTOMER][NEUTRAL] So, so which one did I pay for which month did I pay, you know, the one.
[AGENT][NEUTRAL] November.
[CUSTOMER][NEUTRAL] November
[CUSTOMER][NEUTRAL] OK, so the, the, the November, I paid for the November, so I have December and January, and they have not, you know, so the, so the 125, what, what one does the 125 cover?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] What was drafted on the [PII] would cover December and January.
[CUSTOMER][NEUTRAL] OK, December and January.
[AGENT][NEUTRAL] But if that one's gonna be returned from, if that's gonna be returned by the bank, then it's gonna put you back to only being paid to 121.
[CUSTOMER][NEUTRAL] OK, and I, I'm, I'm trying to get, you know, I'm actually how much I'm, uh, I'm owing now, how much is the, you know, the after the, the one day return and I paid that amount, the wash of the November.
[AGENT][NEUTRAL] The one that was returned was November, correct, but then we turned around and double drafted to cover December and January.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for the December and January, so I want to pay for December.
[CUSTOMER][NEUTRAL] You got me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The, the
[CUSTOMER][NEUTRAL] So if I pay if I pay 6250 for December, which I'm, I'm owing the balance I'm owing is January.
[CUSTOMER][NEUTRAL] Because I don't have the uh the for the December and January right now. I'm gonna call in next week to pay for the balance January.
[AGENT][NEUTRAL] OK. All right. Let me, let me get all that pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm gonna straighten it out by next month, you know, I'm having some problem with the my the stuff there.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let me get everything pulled up and entered and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And do you have an email address you want me to send this confirmation number to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, spell that for me, please.
[CUSTOMER][NEUTRAL] like, you know, [PII] and the last name [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, I'm gonna process this payment for 6250, and that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if, if they do return the 125, which means I, I, I got, I'm gonna call back next week if they return it then I pay the remaining 6250.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it very much.
[AGENT][POSITIVE] No problem. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.