AccountId: 011433970860
ContactId: d8ca9d47-a44b-4a0d-8e3a-1b9f3aab0e04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1107869 ms
Total Talk Time (AGENT): 726502 ms
Total Talk Time (CUSTOMER): 464206 ms
Interruptions: 21
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d8ca9d47-a44b-4a0d-8e3a-1b9f3aab0e04_20250313T18:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling AP. Hello, this is [PII] in customer service. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This is [PII]. I called a few minutes ago.
[CUSTOMER][NEGATIVE] And I have a problem here. PNC, which is my bank, said they haven't sent you a payment since [PII], and I called and you said I was paid up and that you received my payment to APL on [PII] that I was paid up.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I don't understand that when PNC says I had, they didn't send you any money. And the only record they have is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Ms. [PII], what's your call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, what's your, uh, I'm sorry, what's your area code? Is it [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you so much. OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] My policy number is 004.
[CUSTOMER][NEUTRAL] 53704
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, thank you so much let me look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII]. OK. Um, I need you to do some verification for me. If you could verify your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] and it's uh [PII].
[AGENT][POSITIVE] Thank you so much. It sounds like somewhere I need to be today on the on the beach.
[AGENT][POSITIVE] I love that.
[CUSTOMER][POSITIVE] It is beautiful today. I must admit, I know. And you feel like you, there should be something I should be doing, you know.
[AGENT][NEUTRAL] Yes, I, uh.
[AGENT][NEUTRAL] Oh yeah. Probably.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Uh-huh, me too. Just sitting out on the beach. Maybe have me some grapes and some, yeah, and somebody bringing me some grapes and some mixed drinks, yeah, that, that stuff with a big old floppy hat on, that would be wonderful.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, just relaxing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. I know Oklahoma isn't too warm at the moment.
[AGENT][NEUTRAL] Yes ma'am, um, so on that email, what was that email address? I, I failed to ask you that. I'm sorry, what was your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you so much. I appreciate that verification and you were saying that um your bank um said that they haven't sent us a payment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] has no record of
[CUSTOMER][NEUTRAL] Yeah, and you're saying I am paid up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that, Ms. [PII]. OK, so let's take a look. Alright, so this is a dental policy, um, and you are on bank draft.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's go over.
[CUSTOMER][NEUTRAL] Yeah, it's I had made out a an electric funds transfer uh sheet and sent it to you. So you have all the information.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. OK, so, um.
[AGENT][NEUTRAL] So what happened was I do believe I do show where you did talk to Ms. [PII] earlier about it she did inform me that your policy is paid up to 41, um, and she said she verified your bank account information. Do you remember doing that with her?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Which was, um, what is it?
[AGENT][NEUTRAL] She said she verified your bank account information. Did she, did y'all go over that already?
[CUSTOMER][NEUTRAL] Yes, I went over my checking account and my routing number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am, and it was right and she said it was correct? OK. All right, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Mhm. OK. So let's look and see what might be happening here.
[CUSTOMER][NEUTRAL] I have a brother-in-law. I think you're, you, that has the same, that has American public life also. I thought, well, maybe you're, he's paying for it.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That would be nice, wouldn't it?
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, that would be very nice of your brother-in-law.
[AGENT][NEUTRAL] OK. Um, let's see. OK.
[CUSTOMER][NEUTRAL] Yeah, it would be.
[AGENT][NEUTRAL] So here's some notes from back in February. Let me go back here.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I've been calling since [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it has been showing up in my checking account. It hasn't been coming out.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Because I have it entered in my budget, and then when my budget comes up with $19 at the end of the month, I know who it is.
[AGENT][NEUTRAL] Uh-huh. Uh-huh. Yeah, you do it down to the [PII], don't you? OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My husband does the same thing with his. Mhm.
[CUSTOMER][NEUTRAL] You have to.
[CUSTOMER][NEUTRAL] Yeah, you have to.
[AGENT][NEUTRAL] Yeah, OK, so I see where um.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Uh, did you, somebody put in, it was a, a draft return, no account set up?
[AGENT][NEUTRAL] Um, and then she set it up and uh uh drafted the additional premium.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, for February and March.
[AGENT][NEUTRAL] Yeah, and it looks like it was collected. Now let me see when it was collected, let's see.
[AGENT][NEUTRAL] Mhm we got it on 37 um.
[AGENT][NEUTRAL] It was collected on, it was drafted on 37.
[AGENT][NEUTRAL] Uh, $38 that was 2 $19 premiums and it went through on the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] It should, it should, uh, your bank should see that it would be $38 total.
[CUSTOMER][NEUTRAL] Well, I went, I just called them and they said the last time they made a payment was on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, that's weird because um
[AGENT][NEUTRAL] That, yeah, I see that in October where your policy termed and then it got fixed.
[AGENT][NEUTRAL] There was a non-sufficient funds, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, well, that was on the [PII], so maybe.
[AGENT][NEUTRAL] Oh, that makes me wanna go check your um information again on your checking account stuff. Hold on, let's see.
[CUSTOMER][NEUTRAL] Yeah, I think it's something should be done. I don't know what else to do. I've been going back and [PII] there.
[AGENT][NEUTRAL] Go back.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK. So, do you have your
[CUSTOMER][NEUTRAL] And I have a copy here.
[AGENT][NEUTRAL] Yeah, do you have your um routing number and everything ready? Let's look at it one more time and see if we can see something wrong with it, yeah.
[CUSTOMER][NEUTRAL] Uh my drive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bank account number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I see something. I, I see something wrong, OK, so this is what we have as your account number.
[CUSTOMER][NEUTRAL] Now, let me make you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh no, it's one.
[CUSTOMER][NEUTRAL] Uh oh, OK. It's [PII].
[AGENT][NEGATIVE] Mhm. I see it. That's the problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can you change that?
[AGENT][NEUTRAL] Yes, ma'am. Let me pull something up real quick. Um, give me just a second. That's the problem. It is, it's not going through and that's why they're not seeing it because it's a number off on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but how can you say you received it? I guess it's just paperwork.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Well it is, here's what happens so they they they do send the draft to the bank, OK? Alright, and so it looks like, so it, it, what it does is it looks like it pulls it from your bank, but then it takes the bank several.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Like about a week or so to send us a non-sufficient report saying they can't find your bank account in the in their system.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] That's what happens. Yes, it takes the bank longer to figure it out and to send us what you know the non-sufficient um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Well, change it and make sure that uh it gets pulled out now under the right number. Well, she said it was right.
[AGENT][NEUTRAL] Fine. Mhm.
[AGENT][POSITIVE] Yes, ma'am. I will.
[AGENT][NEUTRAL] Yeah, well, I see that it's wrong. I, yeah I see that it's wrong it's too many twos in it. OK, so call it out one more time. What's your account number one more time? Let's get it right this time one.
[CUSTOMER][NEGATIVE] No, that would have been another mistake.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] 21.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] [PII] and that's what's on my check here.
[AGENT][POSITIVE] Yes, ma'am. I'm gonna call it out what I typed in. We're gonna, we're gonna quadruple check it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so one.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, got it. OK, so your your routing number I have is [PII].
[CUSTOMER][POSITIVE] Right, that's perfect too.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, got it. All right, so I've got that fixed.
[AGENT][NEUTRAL] [PII]. OK, so.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] What's gonna happen is,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They're gonna send us something they're gonna kick it out to us, OK? So what I'm gonna do, your, your policy is still active, it's not been termed or anything. So what I'm gonna do is I'm going to wait a few days. I'm gonna put it on my uh a reminder calendar that I have, OK? And I'm gonna go look at it Monday and see.
[CUSTOMER][NEUTRAL] They're kicking it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If something's come back yet from the bank, and if it has,
[AGENT][NEUTRAL] Mhm, saying that they can't find that that bank account number which they can't, it ain't their fault, um, then I'm going to uh go ahead and set you up for a draft again, OK? to catch you up for those two months.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Do I have to do anything or can it just be corrected?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] I got it fixed. I'm on, I'm gonna put it, put it on my calendar to go out there Monday and look at it again and see if it's come back as an NSF like a non-sufficient funds thing, and then if it hadn't, I'm gonna look again Tuesday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna look at it until it comes back and then when it does,
[AGENT][NEUTRAL] I'm gonna just set you up to draft you current is would that be OK with you?
[CUSTOMER][NEUTRAL] OK. What do you, what do you mean current? Send me the bill?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Um, no, ma'am, I'm gonna draft your, your checking account because we got the number right now, the right numbers in there, OK.
[CUSTOMER][POSITIVE] Oh, that's fine. That's good. You're gonna do it the right way, in other words.
[AGENT][POSITIVE] Yes, ma'am. I'm gonna draft $38 like they tried to do, uh, OK, and then once, once that comes through, you should be good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's still set up for the 19. OK, and it's set up for 19 every month now.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and 38 this month. OK, I'll keep looking now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, yeah, just give it a little while.
[CUSTOMER][NEUTRAL] Or you'll hear from me again. OK.
[AGENT][NEUTRAL] Yes, ma'am, just give it a little while. Um, it, it sometimes takes the bank a little longer to get that and say, oh, wait a minute, because it has to go through the channel.
[CUSTOMER][NEUTRAL] Well, she never said anything to me about that. Yeah, she never said anything about that to me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] She probably don't realize that the person you talked to, it probably is not in the system yet for her to look at.
[CUSTOMER][NEGATIVE] OK. Well, it should have been last month. It should have been fixed last month. I know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It, yeah.
[AGENT][NEUTRAL] Yeah, and it was, but
[AGENT][NEUTRAL] Those two's in your account number, when you look at it, your eyes kinda wanna cross and it they didn't notice that it was an extra 2 in there.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Oh, OK. So it's [PII]. All right.
[AGENT][NEUTRAL] Uh-huh. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'll wait for the $38.
[AGENT][POSITIVE] Yes, ma'am, and I'll put it on my calendar to remind myself to go look at it and we'll get it fixed for you, OK, Ms. [PII], I am so sorry that that happened to you. I do apologize on our behalf.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It has been since [PII]. That's uh November of last month to now cause I wanted to renew my, you know, my policy. And boy, and they said it was, everything was fine, but I have not had any withdrawals from my account since then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Since October. OK. All right. I'm gonna depend on you.
[AGENT][NEUTRAL] Yes, ma'am, you can. Um, let me just take a look one more time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 00, wait a minute.
[CUSTOMER][NEUTRAL] See if [PII] is taking dinner, huh.
[AGENT][NEUTRAL] OK, hold on, let me look at something. So.
[CUSTOMER][NEUTRAL] You might have another Turlington.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I see.
[CUSTOMER][POSITIVE] See if he's get, see if he's pay out, that'd be a good one.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, yeah, that would be. OK, let's see. So February draft return no account set up for additional draft, OK. So someone did that in February. OK. Policy, quite a few more days to see, no, um.
[CUSTOMER][NEUTRAL] I called February. This is [PII] called again on the [PII].
[AGENT][NEUTRAL] Alright, wait a minute, future lap day dele.
[CUSTOMER][NEUTRAL] And her name was [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, uh, let me, yeah.
[AGENT][NEUTRAL] [PII]. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if something changes on your amount, um, you got the money in the bank to cover it, right?
[CUSTOMER][POSITIVE] Oh, I've got more than enough to cover it. Yeah.
[AGENT][NEUTRAL] Yeah, because it, we gotta make sure that we're caught up, we, we catch you up because I, the last draft, it looks like.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] It was non-sufficient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I have plenty of money in there. In fact, I got 5000 and not tomorrow, I have 6000.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean.
[AGENT][NEUTRAL] Mhm, OK, so if, if I have to draft you an extra, like, you know, the $38 you'll be fine with that. OK, all right.
[CUSTOMER][NEUTRAL] Oh sure, right.
[AGENT][POSITIVE] OK. Yes, ma'am. OK, well, we'll get it squared away for you.
[CUSTOMER][NEGATIVE] But then I have taxes to pay is the reason, that's the reason why I have so much. I got taxes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, you, they, you know what, you know, they say two things are certain in life is death and taxes, right? We always can depend on those two things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's right. And what we want to eat in between times, we need our teeth.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness.
[AGENT][POSITIVE] Well, it was my pleasure talking to you and helping you today. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, but get my $38. OK. I appreciate it. So I'm back on schedule again.
[AGENT][POSITIVE] Yes, ma'am, we're gonna work on it for you. I sure.
[AGENT][POSITIVE] Yes ma'am, I sure hate that that happened and I do apologize again on our behalf. Thank you for being such a nice customer since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know. Isn't that something? It's a long time.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am, it has been. Thank you so much.
[CUSTOMER][NEUTRAL] OK. I know. Uh-huh. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, you have a wonderful afternoon down at the beach, Ms. [PII]. All right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I hope it's not too cold. What is it up there in [PII]?
[AGENT][NEUTRAL] Um, it's in the, well, I'm in [PII], so it's in the 70s.
[CUSTOMER][NEUTRAL] Oh, [PII], 0 70. Yeah, we're getting up in the 80s now too.
[AGENT][NEUTRAL] Mhm. It's in the 70s.
[AGENT][NEUTRAL] Uh-huh. Yeah. We're starting to.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, you're in [PII], huh? How about that? Not in [PII].
[AGENT][NEUTRAL] Yes, ma'am, I am. I am. Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Well, thank you very much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], anytime. Have a good day. Thanks for calling APL. All right. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Uh-huh. OK. Bye-bye.