AccountId: 011433970860
ContactId: e559c761-a742-4066-a550-f5312dd7eddd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 921020 ms
Total Talk Time (AGENT): 230341 ms
Total Talk Time (CUSTOMER): 489191 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e559c761-a742-4066-a550-f5312dd7eddd_20250307T22:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling UPS. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, I have an insured on the phone, uh, mode of payment 3 want to make a payment on her, uh, premium.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 645-081.
[CUSTOMER][NEUTRAL] Like she has 2.
[AGENT][NEUTRAL] She has 2 policies.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, what's the other policy number?
[CUSTOMER][NEUTRAL] 645-083.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And let me get logged in really quickly to the payment system.
[AGENT][NEUTRAL] OK, you can go ahead and send her over.
[CUSTOMER][POSITIVE] Awesome thank you ma'am have a great weekend.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with uh [PII]?
[CUSTOMER][NEUTRAL] Yes, I could barely hear you. I just hold on, let me see if I could turn up my phone. Um, yes, yes, it is, ma'am. Thank you.
[AGENT][NEUTRAL] OK. I understand you'd like to make a payment on both of your policies. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, right. I know they're not due till [PII], but we like to make sure that they get done before we've dropped the ball and forget it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And when I call you the number that I called, when I call the number, what option are you? I did not hear anything about billing or if I did, I, I, it went over my head. Do you know what, what option you guys are?
[AGENT][NEUTRAL] And do you know
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, I don't, and I'm not sure if we have it set up like that. I think they automatically go to the care team and then they will send it to us if it's a billing issue.
[CUSTOMER][NEUTRAL] OK, and I just picked a number because I picked one and I got a voice, a voicemail so I picked another one and they just happened to um pick up so um OK and you guys don't have a direct line that I could call.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, OK, then uh thank you.
[AGENT][NEUTRAL] And I, OK, yeah, and I did just wanna make sure um you do know you have it set up to draft out of your bank. Do you know that that set up?
[CUSTOMER][NEUTRAL] Oh, I didn't know that. Um, OK, if I do, that's good, but, um, let me think about this. Is this, can you tell me, or can I tell you, um,
[CUSTOMER][NEUTRAL] The last four digits of um the bank account number?
[CUSTOMER][NEUTRAL] And you tell me if that's the way it's coming out of babe. I don't know like uh what is, what is your account?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Your last four digits.
[CUSTOMER][NEUTRAL] And if you don't know, what is it? Oh, mine is [PII]. Is it coming out of that bank account?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Because my husband was paying for my insurance, um, I think his is something like 807 or something like that, is that?
[CUSTOMER][NEUTRAL] Is it coming out of there?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't think.
[CUSTOMER][NEUTRAL] Well, I'm like, OK, OK, and my husband says I may be using the Discover card. Is it [PII]?
[AGENT][NEUTRAL] Um, we have, it's set to auto draft out of your bank account, so that would be an account number.
[CUSTOMER][NEUTRAL] OK, and the last four digits is not any of the ones that I've just talked to you but said.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, [PII], um, the other, his bank account is.
[CUSTOMER][NEUTRAL] What's your last four digits? I know it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It wouldn't be the same number that's on like your card.
[CUSTOMER][NEUTRAL] Well, what card? I thought you said it came out of um our checking account.
[AGENT][NEUTRAL] Yeah, it does. I was just making sure because you said Discover, so I just wanted to make sure you weren't thinking of a credit or debit card last four digits.
[CUSTOMER][NEUTRAL] [PII], OK, it's either um [PII].
[CUSTOMER][NEUTRAL] Or it's um.
[CUSTOMER][NEUTRAL] Let me see, mine is [PII].
[AGENT][NEUTRAL] Mm, no, it would be the last four digits of the bank account that you set up, um.
[AGENT][NEUTRAL] With your
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] OK. I don't, I don't know.
[AGENT][NEUTRAL] Do you know the what name of the bank that you would have set up?
[CUSTOMER][NEUTRAL] Sure, it would be Westtech Federal Credit Union.
[AGENT][NEUTRAL] OK, yeah, that's not what we have.
[CUSTOMER][NEGATIVE] OK, then that's not my account. Are we sure we're, um, well, yeah, you're you're taking another.
[AGENT][NEUTRAL] Does Colahoma State Bank sound familiar?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Coahoma State Bank.
[CUSTOMER][NEUTRAL] Uh-huh. Is that anything to do with West Texas Ba Cohoma?
[AGENT][NEUTRAL] Coahoma.
[CUSTOMER][NEUTRAL] I don't know what that is.
[AGENT][NEUTRAL] It says Coahoma State Bank.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's that's not our bank account.
[CUSTOMER][NEUTRAL] Um, oh, OK, my husband says that maybe our the bill pay that, um, West Texas Federal Credit Union use, but they're out of business, they're not doing our, um, our, our.
[CUSTOMER][NEUTRAL] Our banking anymore so that we don't we don't have a bill pay anymore and you're saying but it's automatic draft is what she's saying it's coming from and can you tell me.
[AGENT][NEUTRAL] Yeah, and I'm not showing.
[AGENT][NEUTRAL] Yeah, and I'm not showing anywhere where it was um returned but like I said, we can take the payment with a card um but I just wanted to let you know that we had the draft set up just in case so it wouldn't double draft or you wouldn't be double charged or anything like that.
[CUSTOMER][NEUTRAL] OK, uh well, um, and you can't tell me what the.
[AGENT][NEUTRAL] But if you're saying that's not your bank.
[CUSTOMER][NEUTRAL] Yeah, you can't tell me the last four digits that is on there.
[CUSTOMER][NEUTRAL] I can give you whatever information you need to verify it's me. I mean, I don't know what else to do but that, but um if it's not my husband.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, can you verify your social please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, and the last one that we have is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Does that ring a bell to you, babe?
[CUSTOMER][NEGATIVE] I don't, it doesn't ring a bell to me. When was the last time you guys took this out of our account?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, while I have you on the phone before we make that payment, I, I'm gonna look and see, um.
[CUSTOMER][NEUTRAL] If I could find anything where it's coming from.
[CUSTOMER][NEGATIVE] Um, that [PII] they let, oh shoot, I just dropped my freaking up um.
[AGENT][NEUTRAL] It looks like it was the annual payment right before your last one, so.
[CUSTOMER][NEUTRAL] A year ago.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK I have access to that bill pay. OK, but you know that it's automatic draft and not a a bill pay that we actually went in there and said um we're we're sending you $292.20.
[CUSTOMER][NEUTRAL] Um, can you look at your account base, um, because I don't, I don't think I could even get into my bill pay, so I don't have it anymore, OK, OK, then I'm gonna just go in charge, um, West Texas Federal Credit Union and see.
[CUSTOMER][NEUTRAL] Where it's coming out.
[CUSTOMER][NEUTRAL] Um, just a second.
[CUSTOMER][NEUTRAL] Because last year, do you think I paid that?
[CUSTOMER][NEUTRAL] Yeah, I paid your bill pay. OK, the bill pay went out of business in August last year. OK.
[CUSTOMER][NEUTRAL] OK, let me just see.
[CUSTOMER][NEUTRAL] Um, so it's coming out of my ticket it's coming out of my account, so, um.
[CUSTOMER][NEUTRAL] Yeah, I don't know if it's if it but if it's automatic draft, it's not, it's not has anything to do with bill pay. They pay is when we pay them, not when they take it out of our account, OK, OK, OK.
[CUSTOMER][NEUTRAL] And you probably use it. Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah we gotta figure that out while I have you on the phone because.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see. Well, I'm doing it for a year.
[AGENT][NEUTRAL] I can just, um,
[AGENT][NEUTRAL] I can just deactivate this account in our system, um, if you wanna make the payment with the credit card like you did last year.
[CUSTOMER][NEUTRAL] OK, yeah, let's let's let's not have any um automatic drafts.
[CUSTOMER][NEUTRAL] Um, because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because, well, my husband says he doesn't like him and I'm not sure why we had set it up for that, but I didn't realize we had it set up for that. And when he passes, I will have everything set up automatic so I won't forget, um, but I'm gonna.
[CUSTOMER][POSITIVE] What is, yeah, if you need to um delete the automatic draft, that's good.
[CUSTOMER][NEUTRAL] We'll just pay it every year and we try to pay it all at one time.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Alright, so for your, um,
[AGENT][NEUTRAL] Sorry, um, for your first policy, uh, that's 645081, uh, the policy number, your annual premium is 20,820. So you want to go ahead and make that payment?
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] And then your other one is $84.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and um total being 29,220?
[AGENT][NEUTRAL] Yeah, so do you want me to just do that one transaction on the same card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it doesn't matter. Yeah, I don't care if you do it too. It's not gonna bother me. Whatever works is easier for you. Um, it doesn't matter how it gets done.
[AGENT][NEUTRAL] OK, yeah, we'll do it separately just to keep everything clean.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm ready for that card number whenever you are. So we're gonna do the [PII].
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] OK, I'm gonna do this by.
[CUSTOMER][NEUTRAL] OK, I'm gonna do this by heart, but it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] And that payment was successful, so now we'll go ahead and do the $84.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And do you need that number again or?
[AGENT][NEUTRAL] Uh, yeah, one second. I just have to get this information entered in for the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thank you so much.
[AGENT][POSITIVE] No problem. All right, annual premium.
[AGENT][NEUTRAL] And OK, I'm ready for that card number again.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII] excuse me, just [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the security code?
[CUSTOMER][NEUTRAL] And pin number is [PII].
[CUSTOMER][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] And it just went through so they know.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, OK, and did you need, uh, would you like the confirmation numbers for those payments or?
[CUSTOMER][NEUTRAL] No, I, I have it. It just went through my bank, so I know it went through, um, so I don't need that, um, now I know you said that I had automatic withdrawal, um.
[CUSTOMER][NEUTRAL] Um, are we gonna make sure that that's not being taken out? Um, I don't know when you guys take it out, but I do know my bill is due on [PII], so it won't like overlap in there.
[AGENT][NEUTRAL] Yeah, it probably isn't, yeah.
[AGENT][NEUTRAL] It probably isn't coming out anymore because it didn't come out last year, um, in [PII]. Your last name came out in [PII], but I'm gonna, I went ahead and I'm gonna deactivate it anyways just to be safe.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK. OK. I appreciate it very much. And who am I speaking with?
[AGENT][NEUTRAL] Uh, this is [PII] in the billing department.
[CUSTOMER][NEUTRAL] Bra
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] [PII], that's my daughter's name. OK. Thank you, [PII]. I appreciate it.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Have a one
[CUSTOMER][POSITIVE] Have a wonderful rest of your day and stay safe.
[AGENT][POSITIVE] You too. Have a great weekend. Bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.