AccountId: 011433970860
ContactId: e5fd157f-b905-409d-b47a-907ae9a0537b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 895729 ms
Total Talk Time (AGENT): 451066 ms
Total Talk Time (CUSTOMER): 393918 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/e5fd157f-b905-409d-b47a-907ae9a0537b_20250310T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. How are you? I'm good.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Can you take a peek at a policy or notes in line with me, please?
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so it's policy number 613.
[CUSTOMER][NEUTRAL] 416.
[CUSTOMER][NEUTRAL] And it's that note that we made um here in the care team on [PII].
[CUSTOMER][NEUTRAL] Training a couple of people and I think that this the note says that she was in training and she went in and lapsed this policy and then changed it back but of course it doesn't work that way it has to go through customer service and I have the I have the insured on the phone she's just checking to verify if the March premiums have been deducted yet.
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let me check that.
[CUSTOMER][NEUTRAL] I think we deducted the February when she said on [PII].
[CUSTOMER][NEUTRAL] Yeah, she's looking at her account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like
[CUSTOMER][NEUTRAL] But we need
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, well, um, let me just see.
[AGENT][NEUTRAL] Um, so the policy, it should have drafted.
[AGENT][NEUTRAL] Let's see, it should have drafted on February, was it last?
[CUSTOMER][NEUTRAL] She yeah she said that in her account it showed that we drafted the February, but I don't see that on the BQPHI screen.
[AGENT][NEUTRAL] I don't see that either. Now that one was for January. It looks like it's behind, you know, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't see that January has drafted yet.
[AGENT][NEUTRAL] I see, uh, sorry, sorry, February, February, um.
[CUSTOMER][NEUTRAL] January?
[CUSTOMER][NEUTRAL] OK, so if she shows that it's been drafted from her account.
[AGENT][NEUTRAL] And see, I think she's looking at that from [PII], thinking it's February, but it's January, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's just a delay on their end even though we show.
[CUSTOMER][NEUTRAL] She said on the account it says that it drafted on the [PII] so that that could just be a delay.
[AGENT][NEGATIVE] It could do. That's kind of a big delay.
[AGENT][NEUTRAL] Let's see, it could be though it very well could be.
[CUSTOMER][NEUTRAL] Because she's thinking she's just due for March.
[AGENT][NEUTRAL] OK, and we don't show that yet, but.
[CUSTOMER][NEUTRAL] Yeah, I know. OK, I know, I know not March.
[AGENT][NEUTRAL] Oh, I'm sorry. Did you want me to talk to her? I'm sorry.
[CUSTOMER][NEUTRAL] Well, well, my initial call was because of the note I think that we lapsed it in error.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we can't unlapse it it has to go to customer service, right?
[AGENT][NEUTRAL] Well, I did just unlance it, but yeah, it would have to go to customer service, but you know, yes.
[CUSTOMER][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] If you don't mind speaking with her then about the the dates.
[AGENT][NEUTRAL] OK. Yes, I sure can.
[CUSTOMER][NEUTRAL] OK, thank you for lapsing that.
[AGENT][POSITIVE] Yes, you're welcome.
[CUSTOMER][NEUTRAL] And here's it's [PII] that I'm speaking with.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK bye bye and let her know that her policy is active because I was checking on that.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright, here she comes. Thank you.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now we were just looking at the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh are you saying that it has drafted for February on your end already?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII] was the last payment and was to come out on [PII] and it hadn't.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, I see. OK.
[CUSTOMER][POSITIVE] Yes ma'am, we do.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That he was.
[AGENT][NEUTRAL] I'm just looking at this to see what might have happened.
[CUSTOMER][POSITIVE] So baby, I'll never be late with that. It'd be in that account.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we draft it, so that's kind of.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, and it shows that it drafts the [PII] of every month.
[CUSTOMER][NEUTRAL] Well, but it come out like the [PII] or [PII] or whatever. Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't, that should not have been a problem in February.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or I'm sorry, for like you're saying it should show that it came out March around [PII].
[CUSTOMER][NEUTRAL] Mhm, cause they do again like the [PII], then by [PII] [PII] or sometimes they run like the [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Something I don't know.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes, and sometimes it does depend on like the day of the week that the [PII] falls on and stuff like that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I'm looking at the [PII] American Public Insurance premium $33.20.
[AGENT][NEUTRAL] OK. Do you show that that has come through?
[CUSTOMER][NEUTRAL] Yes, ma'am, that's been through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It just ain't came out from [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, I need to check on that. Um.
[CUSTOMER][NEUTRAL] So what's going on, ma'am?
[AGENT][NEUTRAL] I am not, I'm sorry, but I am not sure. It, I
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I was just trying to figure that out and just because like it shows it should draft the [PII] of every month and it does come out a few days later, like on your end, but February, you know, having 28 days that still shouldn't have stopped it from.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Drafting, so I just.
[AGENT][NEGATIVE] I'm not sure what happened here because it shows that it will draft again. I mean, but it's skipped.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, so why are more people.
[AGENT][NEUTRAL] A but
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know why.
[AGENT][NEUTRAL] Do you mind if I set this to draft this week and then change it back to the [PII]?
[AGENT][NEUTRAL] So in that way it would catch it up.
[CUSTOMER][NEUTRAL] You can, you can keep it on the [PII].
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] OK. And also on the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Would you want it to dry up this week? Uh,
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Yeah, they can't.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] OK, and then I'll put it back to the [PII] and it'll get back on schedule.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Man, I ain't never had this problem.
[AGENT][NEUTRAL] Because it does show.
[CUSTOMER][NEUTRAL] $17
[AGENT][POSITIVE] I am so sorry. I, I just cannot imagine. I don't, I'm sorry. I don't know what to say. I'm so sorry. Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But we can do that and get it caught up, you know, it shows that it's paid through [PII], um, because it skipped the month of February somehow.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Why it's yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] So I can.
[CUSTOMER][NEUTRAL] OK, the payment come out January come out [PII], but it came out [PII] on my.
[CUSTOMER][NEUTRAL] On my, my end and then the next one comes out.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, February is [PII], but they don't have 30 days.
[AGENT][NEUTRAL] Right. And you should have seen that around the same time.
[CUSTOMER][NEGATIVE] Something have a problem with that.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] That's what I'm wondering.
[AGENT][NEUTRAL] Um, you know, with it being the [PII], I mean, it shouldn't be a problem, but it makes me wonder that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it never has. They'll just, uh, get it on the next month like March to.
[CUSTOMER][NEUTRAL] Whatever, whatever, 678. I have seen them take it out as far as the [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The [PII] of 1 month.
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] I don't know when that was, but I remember seeing that.
[AGENT][POSITIVE] And I could see that that could happen for sure, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, I'm going back to [PII]. I'm trying to see if I can see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's June.
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] Um, but I can definitely get that set up to draft this week and get it back.
[CUSTOMER][NEUTRAL] Yeah, they draft
[CUSTOMER][NEUTRAL] Yeah, they got [PII], they got it.
[CUSTOMER][NEUTRAL] But how many days February had in last year?
[AGENT][NEUTRAL] 29 last year cause I was just looking at that too.
[AGENT][POSITIVE] And there was no problem.
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, cause they drafted last year, [PII].
[CUSTOMER][NEUTRAL] Then when I ain't seen it came out, I was at work this weekend. I said, God, my thing it came out on the [PII]. So I said I'm gonna give it a few days, then I said I'm gonna call today.
[AGENT][POSITIVE] It is very good to call. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean, I mean, I would have thought stuff was going smooth sailing and I'm out here looking crazy.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] Yes, um, I will get that.
[AGENT][NEGATIVE] You know, I will let it run this week and get it called up. I just don't have a good answer. I, I, I, I don't know what happened there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, you know, since March, since February has short days, they always take it out in March.
[AGENT][NEUTRAL] Um, but it shows.
[AGENT][NEUTRAL] Uh-huh. Yes, sir.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's a lady.
[CUSTOMER][NEUTRAL] Yeah, yes, sir.
[AGENT][POSITIVE] Oh, I'm sorry. I'm sorry.
[CUSTOMER][NEUTRAL] Pick up the phone and call.
[AGENT][NEUTRAL] But yes, now I can get, you know, I, I just cannot imagine. I don't.
[CUSTOMER][NEUTRAL] It's running back.
[AGENT][NEUTRAL] I'm looking at everything and
[CUSTOMER][NEUTRAL] $21,000
[CUSTOMER][NEUTRAL] Everything still in force or what?
[AGENT][POSITIVE] Oh yes, definitely. Nothing to worry about. And it looks like you have couple coverage um.
[AGENT][NEUTRAL] I'm going back to see, yes, you and [PII].
[CUSTOMER][NEUTRAL] It should be just me.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It should be just me.
[CUSTOMER][NEUTRAL] To find out how
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Its 3.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, it's 3320 monthly.
[CUSTOMER][NEUTRAL] so
[AGENT][NEUTRAL] OK, that is right. It's, you know, I don't know.
[CUSTOMER][NEUTRAL] is
[AGENT][NEUTRAL] That is probably what happened. I
[CUSTOMER][NEUTRAL] Wait a minute now.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] So the
[CUSTOMER][NEUTRAL] Of course
[AGENT][NEUTRAL] Individual coverage is $33.20 monthly. Let me see. I believe that's what happened because.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So let me call.
[AGENT][NEUTRAL] For the month of February.
[AGENT][NEUTRAL] Somehow the couple couple got put in, but it's the individual rate. So because it was different, it didn't do anything. Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] I've been to send out.
[AGENT][NEUTRAL] Because the couple coverage, it looks like since [PII].
[CUSTOMER][NEUTRAL] Yes, we got our divorce in January.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] OK, definitely been a while. Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and couple coverage is 5750. So I just want you to know that, you know, it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what it was at first, yes ma'am.
[AGENT][POSITIVE] OK. OK, good.
[CUSTOMER][NEUTRAL] That's what it was at first.
[CUSTOMER][NEGATIVE] I don't know who put that couple in there, but they messed me around.
[AGENT][NEUTRAL] I just can't imagine, but that is why um because that it had a C there for a couple and that didn't match the rate, so that kind of kicked it out, um.
[AGENT][NEUTRAL] So let me make sure everything lines up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't know why they put [PII] in there for he ain't on my we together, he got a new wife.
[AGENT][NEUTRAL] OK, OK, yes, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK so I'll be looking for it to come through my account.
[CUSTOMER][NEUTRAL] Because it comes through my savings account.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know anyone.
[AGENT][NEUTRAL] OK. I have you fixed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, OK, um, now I will set it up to draft tomorrow, but you probably will not see it until the end of the week, um, you know, to come through on your end, but then after it goes through, I will set it back to the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it definitely shows the 3320. I mean, you are really good. Um, I hate that happened, but I, you know, it is good that you called in, but um
[CUSTOMER][NEUTRAL] Please do.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm going.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] I just really don't know how that happened, but
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Yeah, that's on y'all end. It ain't on mine because I ain't talking to him nothing about them.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely, and I will make a note of that.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] I definitely will. Um, I am so sorry. I just don't even know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, but you are, you are good.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] No man, just get my account straight.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Definitely, Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK. And I will make a note to keep up with it. I will watch it and make sure everything is good.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, what's your name?
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, [PII].
[CUSTOMER][NEUTRAL] Oh [PII], you got my ex-husband.
[AGENT][POSITIVE] Uh oh, that's right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Don't let that be a sign.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Alright, well let me go because I've been on this phone for 32 minutes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I am so sorry. Yes, ma'am. OK. Thank you. You have a good day and thank you for calling APL. Thank you.
[CUSTOMER][NEUTRAL] Bye bye you too.
[CUSTOMER][NEUTRAL] Alright.