AccountId: 011433970860
ContactId: e94e806a-449e-42ad-8471-ab8bf3bcb04a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369239 ms
Total Talk Time (AGENT): 132144 ms
Total Talk Time (CUSTOMER): 91809 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e94e806a-449e-42ad-8471-ab8bf3bcb04a_20250110T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I changed my banking information for y'all to take out my premium.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] And for some reason y'all have charged me 3 months it looks like, and I don't know why because I've been paying it. I've been calling in and paying it.
[AGENT][NEUTRAL] OK. Let me get your policy number real quick.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Get it right quick.
[CUSTOMER][NEUTRAL] It's um 607-212.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Miss [PII], let's see what we got going on here.
[AGENT][NEUTRAL] All right, looks like
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] All right. Would you do me a favor and uh verify your address and your phone number, please?
[CUSTOMER][NEUTRAL] Address is [PII]. The phone number is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I see that there. OK, so I see where we have
[AGENT][NEUTRAL] The Information and drafting. Now let's look at your payments.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. I do see on the [PII] that 3 payments were taken out.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I am still learning the individual side of things, so if you just give me a moment, I apologize. I don't wanna give you the wrong information.
[AGENT][NEUTRAL] Alright, I'll tell you what, let's see, is the, the [PII] phone number a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, what I'm gonna do is I'm gonna get you over to the customer service side of uh department so that we can make sure that we have the right amount coming out of your bank uh each month instead of quarterly, monthly, so let me get you over to them it'll just be one moment.
[CUSTOMER][NEUTRAL] Now transferring.
[CUSTOMER][NEUTRAL] Um, good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] and billing. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. I actually have a [PII] on the phone. She's um calling about her draft that was taken out the other day. Uh, apparently we drafted a quarterly amount instead of monthly and she's
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Yeah, she's uh wanting to get that corrected. I don't know if she's I don't know beyond getting it corrected what she's wanting to do, but um I know that's not something that I'm able to do.
[CUSTOMER][NEUTRAL] Right. Uh, what's the policy number?
[AGENT][NEUTRAL] On my side.
[AGENT][NEUTRAL] Alright, it's 607-212.
[CUSTOMER][NEUTRAL] 607.
[AGENT][NEUTRAL] I, uh, validated her address and phone number and um.
[AGENT][NEUTRAL] The callback number on the screen is her uh callback number.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I let me put a note honey done nothing yet. I was.
[AGENT][NEGATIVE] Oh, I hate when it does that.
[CUSTOMER][NEUTRAL] I know we see that job.
[CUSTOMER][NEUTRAL] Change bank direct information.
[AGENT][NEUTRAL] It might be because of those NSFs, but I'm not sure.
[CUSTOMER][NEUTRAL] I'm confirming your transfer.
[AGENT][NEUTRAL] I know she paid their credit card.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Huh, it's set up for [PII], but why did it do that?
[CUSTOMER][NEUTRAL] That is weird.
[AGENT][NEUTRAL] It's weird.
[AGENT][NEUTRAL] I wonder if it has anything to do with those NSS.
[CUSTOMER][NEUTRAL] And I didn't see anything.
[AGENT][NEUTRAL] She's got 2 for 1 for [PII].
[CUSTOMER][NEUTRAL] Oh, I see, I see, I see, yeah.
[AGENT][NEUTRAL] I'm not sure if that has anything to do with it or not. I'm not sure how that works.
[CUSTOMER][NEUTRAL] Yeah, usually when it's an NSF y'all usually put in there to draft it the next month.
[CUSTOMER][NEUTRAL] But looks like she made a payment right before it came back, credit card payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I'm gonna get her over to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have another [PII] on the phone in customer service and she's gonna help you out with those payments, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APO bye bye.