AccountId: 011433970860
ContactId: dfc80962-1ba5-4216-841c-76550c980291
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584599 ms
Total Talk Time (AGENT): 319330 ms
Total Talk Time (CUSTOMER): 144727 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/dfc80962-1ba5-4216-841c-76550c980291_20250421T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] and customer service. This is [PII]. I've got, um, hey, I've got [PII] on the phone. Um, let me give you his policy number 489-519.
[AGENT][NEUTRAL] Hi, sorry.
[CUSTOMER][NEUTRAL] He's been completely verified.
[CUSTOMER][POSITIVE] And the number he's calling from is a good call back number.
[CUSTOMER][NEUTRAL] And he's calling because he received a letter stating that his payments didn't go through and he needs to talk to somebody about what's going on with this payment and is there a possibility that he can reactivate his policies.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Return premium from bank, bank draft return.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You just let me know when you're ready to release him.
[AGENT][NEUTRAL] Alright, just let me check one more thing I wanna see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you had two policies, the ICCC 3 and a CPA 2200.
[AGENT][NEUTRAL] One left in January 1 left in February. OK, yes, you can go ahead and transfer him and we'll see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, thanks, [PII], bye bye.
[AGENT][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, hang on, yes ma'am.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Well, alright, I guess I'm finding out.
[CUSTOMER][NEUTRAL] Something weird is going on, but we're gonna take care of it I guess.
[AGENT][POSITIVE] OK. Yes, sir, most definitely.
[CUSTOMER][NEUTRAL] Mhm they they the the.
[CUSTOMER][NEUTRAL] Did she send you any info when she transferred me or I need to go through the whole field again?
[AGENT][NEUTRAL] No sir you don't um she told me that you were calling because you received the letter that your um bank draft returned to us and that you wanted to see about.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, getting your policies reactivated.
[CUSTOMER][NEUTRAL] Right, right
[AGENT][NEUTRAL] OK, so, um, do you have a new bank account that you're using or?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] I don't know why it just stopped.
[CUSTOMER][NEUTRAL] I talked to somebody, I think.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I changed it to my new bank account, but it obviously.
[CUSTOMER][NEGATIVE] I said something wrong.
[AGENT][NEUTRAL] Yes sir, it could have been after um we had already ran the draft um can you verify your current banking information with me so I can make sure we've got the right one on file?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, you want the routing number first?
[AGENT][NEUTRAL] Yes, sir, that'll be fine.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, and your account number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, I think I see the problem. Uh, we're missing a 3 in that account number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, yeah, [PII].
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Hold on just a second, Mr. [PII]. Let me get to the screen where I can correct it. Let's see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Alright. uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Correct. Should be Regions Bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I've got that corrected, Mr. [PII]. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're still wanting to pay on a monthly bank draft, right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] [PII], we ran our bank draft this morning, so the next one's gonna be next Monday.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK. So your intensive care policy, excuse me, was only paid to [PII], so we would need to pay it to current.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, so let me see, that's the month of January, February, March and April.
[AGENT][NEUTRAL] So that's 4 months.
[AGENT][NEUTRAL] That's gonna be.
[AGENT][NEUTRAL] 9 times 4 $36 to catch you up.
[AGENT][NEUTRAL] For current, um, you were paying your draft date was the [PII] of every month. Are you still wanting it to be around that time?
[CUSTOMER][NEUTRAL] Well this this one to catch it up can be any time but yeah.
[AGENT][NEUTRAL] OK, alright, so I can do what I can do is I can do a draft next Monday for the 4 months that we gotta catch up to, and then I can change your draft date back to the [PII] of the month on the [PII] and then you'll draft again.
[CUSTOMER][NEUTRAL] That'd be fine.
[AGENT][NEUTRAL] Around the [PII] for just that one month.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Every time.
[AGENT][NEUTRAL] OK, alright, so that's what we'll do.
[CUSTOMER][NEUTRAL] Uh, it's two policies.
[AGENT][NEUTRAL] Yes, so that one's just for your intensive care. Let me look at the other policy for you real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, so it was paid to February.
[AGENT][NEUTRAL] So we would need to pay, get it called up to February, March, and April.
[AGENT][NEUTRAL] So that's 3 months times your regular payment of 4250 oops hold on my fingers went a little crazy on my calculator.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so that'll be 12,750 to catch your cancer policy up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] And I'll do the same thing with it. I'll go ahead and um do that draft for this coming Monday and then it will um I'll reset your draft date back to the [PII] and so you'll draft again the following week so I just wanted to make sure that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] All right, Mr. [PII]. Well, I'll go ahead and get all that done for you, um, since we see the problem, I don't think we'll have a problem going forward. I do apologize about that. I'm not sure how that.
[CUSTOMER][NEUTRAL] Oh that's fine.
[AGENT][NEUTRAL] He.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Yeah, I talked to somebody we probably just.
[CUSTOMER][NEGATIVE] Missed a number or something when they put it in.
[AGENT][POSITIVE] Yes sir, yes sir. Well, I've got it corrected now and I'm gonna uh reactivate your policies and set that um to bill next Monday.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, for those amounts, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Uh, could you send me a copy of the policies?
[AGENT][NEUTRAL] Yes sir, I can get you some sent out. You want them sent to an email or to your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The mailing address.
[AGENT][NEUTRAL] OK, and that is [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. Yes, sir. I'll put in a request uh to send those out, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII]. Are you sure there wasn't anything else I can help you with today?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, well, I'm so glad I was able to help. Uh, thank you so much for choosing APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.