AccountId: 011433970860
ContactId: e95b0300-1ccb-4127-8074-55911286928f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379989 ms
Total Talk Time (AGENT): 158746 ms
Total Talk Time (CUSTOMER): 173952 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/e95b0300-1ccb-4127-8074-55911286928f_20250321T12:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Can you look at a policy with me? Um, it's regarding a premium, um, that the.
[CUSTOMER][NEUTRAL] Insured that it hasn't posted to her account, but I'm showing that we took the payment um it's policy 453.
[CUSTOMER][NEUTRAL] 704.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should be for [PII].
[AGENT][NEUTRAL] 3704.
[AGENT][NEUTRAL] Alright let me put a note in this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] mainly.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I put the wrong number in. I don't know where my brain is this morning.
[AGENT][NEUTRAL] 453-704. I put 753.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did she send it in or did she?
[AGENT][NEUTRAL] Was she drafted or?
[CUSTOMER][NEUTRAL] I think it's drafted it. It's drafted. I have a question for you on the, under the, I'm on the BQPHI screen under the action field, it says COIND.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then like for the there's a SB DFT. I know that means something draft. What does the COIND mean?
[AGENT][NEUTRAL] That's when they apply it in in billing.
[CUSTOMER][NEUTRAL] OK, so we drafted, so did we draft it on [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then applied it on [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it, well, I was gonna say it takes a couple of days to get to her bank, but it's been more than a couple of days and it did draft for, yeah, it did dry for 2 months because she had an NSF last month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] 38.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Right, so her draft would have read 38 this time instead of [PII] and so [PII], I mean [PII], she said she doesn't see it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, in her account as being drafted.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It shows it has um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But uh you may need to get with [PII].
[AGENT][NEUTRAL] Uh, because supervisors can they have a, a report that shows the drafts because I know we've had some problems with this over the last year with them showing it in here but not actually drafting.
[CUSTOMER][NEUTRAL] So because it's a billing question, can I, can I let this call come to you and then you get, you know, discuss it with [PII]?
[AGENT][NEUTRAL] OK because I'm not in billing, but um.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's mode of payment, so billing handles mode of payment too as well.
[AGENT][NEUTRAL] So, yes.
[AGENT][POSITIVE] No, um, customer service desk. You're right, you're right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, but yeah, yeah, you can, you can transfer her and I'll, I'll get with [PII] and call her back.
[AGENT][NEUTRAL] And what is a good callback number for her?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][NEUTRAL] It is what's registered on the pad there [PII].
[AGENT][NEUTRAL] OK, I had points taken off because I didn't ask once.
[AGENT][NEUTRAL] When y'all transferred me a call and I'm saying but they transferred the call.
[CUSTOMER][NEUTRAL] I know
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Oh, well, you know what we really should be saying that the, the, the caller is completely verified and that I think that'll take care of that and I didn't say that but she's completely verified and then there's the number.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I've got it. Mhm.
[CUSTOMER][NEUTRAL] Alrighty, um, let me see, I was gonna say something, uh, oh, I can't remember what it was, but anyway, uh, here comes Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh hello, um, this is [PII] in customer services. Is this Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh, it is.
[AGENT][NEUTRAL] OK. Um, she was stating that, um,
[AGENT][NEUTRAL] You're not showing the draft of $38 this month on your account?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK. Um, I'm.
[CUSTOMER][NEGATIVE] And I said, and she suggested I wait till the [PII] till the next one comes out. But this has been since October, since I've had trouble with this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, I did show that we, we did draft on the [PII], but let me get with my supervisor and she can look at the reports and see if they.
[CUSTOMER][NEUTRAL] So I wasn't gonna turn this oven.
[AGENT][NEUTRAL] If maybe they didn't
[AGENT][NEUTRAL] Do something right and it didn't draft or if it did, to be sure.
[CUSTOMER][NEUTRAL] It's with the PNC Bank, for instance. That information is right and my account number is right and so is the routing number. It's [PII] and I don't remember the rest, [PII].
[AGENT][NEUTRAL] Yes fine.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't remember the rest. OK.
[AGENT][NEUTRAL] OK, well, let me get with her and then I will call you back and let you know uh for sure I know they've had some glitches in the system every once in a while, uh, and just to make sure.
[AGENT][NEUTRAL] Cause I don't want your policy to be messed up or anything.
[CUSTOMER][NEGATIVE] Yeah, I don't wanna lose my policy is the thing. Yeah, I don't wanna lose my policy either. They'll just come on and say, well, you haven't made any payments.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've been trying. OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] All right, I'll let you call me back.
[AGENT][NEUTRAL] OK. Well,
[CUSTOMER][MIXED] No, I appreciate you looking into this though, because it just doesn't seem right for some reason.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, OK, well, I will get with her today and I will give you a call back just as soon as I can and thank you for calling APL and you have a wonderful day, Miss [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][POSITIVE] All right. Thank you. Goodbye.
[CUSTOMER][NEUTRAL] Right.