AccountId: 011433970860
ContactId: cd653545-a663-490c-a1a0-43f61ea5aec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666609 ms
Total Talk Time (AGENT): 273767 ms
Total Talk Time (CUSTOMER): 240924 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/cd653545-a663-490c-a1a0-43f61ea5aec4_20250106T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm calling on behalf of Miss [PII] and [PII].
[CUSTOMER][NEUTRAL] She's covered with ice and her policy number is 00613089.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 13089.
[CUSTOMER][NEUTRAL] 00613089
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And um can you repeat that name for me, please, for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And more.
[AGENT][NEUTRAL] All right. And how can I assist you?
[CUSTOMER][NEUTRAL] And she just wanted to know uh was that it was an automatic pay and she wanted to know what it was coming out of herear account or her capable one account.
[AGENT][NEUTRAL] Are we
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you check that and see?
[CUSTOMER][NEUTRAL] Automatic
[AGENT][NEUTRAL] Alright, let me just a second to pull the policy up and um.
[AGENT][NEUTRAL] And look where we're receiving payments from.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, this is her caregiver. This is [PII]. She's sitting right here. She can hear.
[AGENT][NEUTRAL] All right. And does she um give us permission to talk about the policy with you?
[CUSTOMER][NEUTRAL] Yeah, I, I, I just wanna know what you're being paid.
[CUSTOMER][NEUTRAL] I order by Sears of Capital One. Just check it when you're being paid by.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Ms. [PII], um, all we have to do right now is just to verify your date of birth and address, um, before I can give, um, and provide that information to you. Does that sound right?
[CUSTOMER][NEUTRAL] Not a [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Your address number [PII].
[AGENT][POSITIVE] All right, perfect. Thank you, Ms. [PII].
[AGENT][POSITIVE] And all right, I can assist you with
[AGENT][NEGATIVE] Your payment. Unfortunately, we don't have um
[CUSTOMER][NEUTRAL] It was automatic
[AGENT][NEUTRAL] Information about where the yes have information about what what type of car it is we only have the account number and routing number um if you want to or if you are able to verify those with us um I can let you know which one we are using.
[CUSTOMER][NEUTRAL] So what, what she needs to do?
[AGENT][NEUTRAL] Um, we just, uh, need to verify the, um, account number and routing numbers that we are using because we don't have as information of what card, um, we have under.
[AGENT][NEUTRAL] We just have the name of the bank.
[CUSTOMER][NEUTRAL] That's what she wanted to know what bank that, that, uh, automatically pay from. That's all she wanted to know. She don't, she don't need information about it. She just wanted to know who was paying, you know, I was getting your money out and paying that, uh, for her policy. That's all she wanted to know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Was it Sears?
[AGENT][NEUTRAL] OK, the bank name, um, we have it here.
[AGENT][NEUTRAL] Hibernia National Bank or Hibernia National Bank.
[CUSTOMER][NEUTRAL] Hibernia
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, not Hibernia.
[CUSTOMER][NEUTRAL] For this one?
[AGENT][NEUTRAL] Yes, well,
[AGENT][NEUTRAL] Yes, well, what sometimes happens is that the routing number goes back to um previous names of the banks. So sometimes it doesn't show um the current name or if they merge they use another name that we have under the system. That is why I was trying to verify if we can use that routing number or account number.
[CUSTOMER][NEUTRAL] She can't give you the route. She wants you to give, you want her to give you the routing number?
[AGENT][NEUTRAL] Mhm, and we can verify um that way.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Right, what she's saying.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She didn't know whether she did the Sears uh with her Sears account because it that was closed and that's why she was trying to make sure that y'all get y'all payment.
[CUSTOMER][NEUTRAL] And not at not at Sears because Sears account has been closed.
[AGENT][NEUTRAL] Alright, this Sears account has been closed. OK.
[CUSTOMER][NEUTRAL] Yes, but we don't know whether Sears. Y'all was, uh, the money was coming out of, off of her Sears account or Capital One. That's what she was calling to check and see to make sure that it wasn't on her Sears anymore because she had to cancel that.
[AGENT][NEUTRAL] Alright, what I can do right now is go um back to
[AGENT][NEUTRAL] Let's see, and see the correspondence that way and probably I can look into the um bank information that was provided to us. Let me just a minute to go through it, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I gotta put you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Alright, I'm looking through the correspondence and um trying to search for the bank um.
[AGENT][NEUTRAL] Bank information but I am not being able to um I can say as as I said or I can say the account number that we have um.
[AGENT][NEUTRAL] And that will be the only way I can verify what type of bank y'all have under our records for the payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] When did y'all cancel the account by any chance? Because we did receive the last payment during [PII], um, and it's currently paid, so it's up to date.
[AGENT][NEUTRAL] If the bank um account was canceled any date before December, I would have think that the, the payment for the month wouldn't go through.
[AGENT][NEUTRAL] Uh, Miss [PII], are you still there?
[AGENT][NEUTRAL] Ms. [PII], are you
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, she can hear you. Can you hear us?
[AGENT][NEUTRAL] Oh, I, I think it, I, I wasn't able to listen y'all, um, for a little bit of what I was saying that or asking if the account was closed any, um, how long has it been closed for because we already received the payment um in December, in the last week of December.
[CUSTOMER][NEUTRAL] After
[CUSTOMER][NEUTRAL] OK, what day, hold on, what day did you receive a payment that, uh, in December?
[AGENT][NEUTRAL] Oh, let's see, it was at the end of December, we received it, um, [PII].
[CUSTOMER][NEUTRAL] [PII], right? And uh, and what, what, uh, who paid that what, what account did that uh payment come out of?
[AGENT][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] Let me check a second um.
[AGENT][NEUTRAL] I can say um the account number that we have in it, the one that has been in use, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me the account number that has been used on that payment.
[AGENT][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me repeat that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, we are missing a number. It's [PII].
[CUSTOMER][NEUTRAL] And let, let me read it off to you. OK, so it's [PII]. OK, so that, that, that is capital one thank you.
[AGENT][POSITIVE] Yes, correct. Mhm.
[CUSTOMER][NEUTRAL] OK, that is the account that uh, that is, uh, that, that she used to uh pay this bill right here. It is capable one, so that's fine. We thought it was gonna be Sears or even capable one. That's why she was calling to see which one to make sure.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And that
[AGENT][POSITIVE] All right. I'm glad to, mhm, that we have it cleared out.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What was that amount?
[AGENT][NEUTRAL] Um, she is paying monthly by $33.20.
[CUSTOMER][POSITIVE] 3320. OK, OK, and thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome and I hope you have a nice day.
[CUSTOMER][POSITIVE] Good day.