AccountId: 011433970860
ContactId: e8786999-94b1-4184-ad8a-8a28ebc3072a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289890 ms
Total Talk Time (AGENT): 167147 ms
Total Talk Time (CUSTOMER): 69396 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/e8786999-94b1-4184-ad8a-8a28ebc3072a_20250507T14:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims, and I have Mr. [PII] on my back line calling in regards to his premium payments. Um, he says they're supposed to be set up for automatic draft, but they're not coming out of his account.
[AGENT][NEUTRAL] What's the policy?
[CUSTOMER][NEUTRAL] Policy number is 2214381.
[AGENT][NEUTRAL] OK, we got notes in here from this morning. I know.
[AGENT][NEUTRAL] He must have just talked to somebody in billing and got you again.
[CUSTOMER][NEGATIVE] He said that when he was transferred the phone hung up and this is his 3rd time trying to get through to someone.
[AGENT][NEUTRAL] Yeah, he's set up for bank drafting. He just hasn't drafted yet. He's just gonna have to sit tight. I'll let him know. Go ahead and send him to me. What's his callback number?
[CUSTOMER][NEUTRAL] Call back is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you so much for your patience. I have [PII] on the line and she's gonna further assist you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. How about yourself?
[AGENT][POSITIVE] I'm doing good as well thanks for asking. So I've got your information pulled up and I am showing um some notation here. You are set up to draft, but you're actually set up for the [PII] and I'm gonna explain to you why you haven't drafted yet.
[AGENT][NEUTRAL] Um, we draft once a week for the days within that week. So we always draft on the [PII] day of the week. Um, you're scheduled to draft today, which you should be drafting and normally run it in the morning if they don't run it by morning, they do it by lunch. So you should be drafting sometime today, but it will take 2 to 3 business days to clear your account and show that it, it was, you know, pulled and it went through OK, so, um.
[AGENT][NEUTRAL] You're scheduled for the [PII] of every month, but again, you're not gonna actually draft until the [PII] because we run the drafts once a week, generally on the [PII], the [PII], the [PII], and the [PII]. So you are active and you are good to go. We just need to let that process of that draft come through today. What I can do, Mr. [PII], is just check on it tomorrow morning just to make sure everything's fine.
[AGENT][NEUTRAL] And if you'd like, I can just call you and let you know that it drafted and you should see in the next few days clear your checking account.
[CUSTOMER][NEUTRAL] OK, can you, uh, tell me how much is the draft for every week?
[AGENT][NEUTRAL] Every month it's gonna be 16,160. We're doing it once a month only we don't do it weekly.
[CUSTOMER][NEUTRAL] Oh what, oh, but it.
[CUSTOMER][NEUTRAL] Drop on the [PII] on the you mentioned 4 days.
[AGENT][NEUTRAL] Right, so it's gonna draft on the [PII] of every month and then within 3 business days your bank updates their records showing it's been pulled.
[AGENT][NEUTRAL] It's just a
[CUSTOMER][NEUTRAL] OK, and again the draft, the draft is gonna be how much?
[AGENT][NEUTRAL] Timing.
[AGENT][NEUTRAL] 16,160 and that's for your term life once and it.
[CUSTOMER][NEGATIVE] You're breaking up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You, you're breaking up. One, I just got 160.
[AGENT][NEUTRAL] 161 0 $161.60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it now.
[AGENT][NEUTRAL] All right, Mr. [PII], so would you like for me just to follow up in the morning, make sure it drafted and give you a courtesy call and let you know everything's OK?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so I did get your callback number, Mr. [PII], but let me make sure it's right. Is it [PII]?
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, I will definitely give you a call. It'll be after [PII]. I don't wanna call you too early, so, but it will be after [PII] just to verify that you're good to go and you should see it on your bank records within the next few business days. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much for your help.
[AGENT][POSITIVE] Thank you, Mr. [PII] for choosing APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.