AccountId: 011433970860
ContactId: eaadea65-4091-40ca-b440-d63a6cb81a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561260 ms
Total Talk Time (AGENT): 259696 ms
Total Talk Time (CUSTOMER): 231732 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/eaadea65-4091-40ca-b440-d63a6cb81a4f_20250407T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, could you check my policy because I had requested to change the date of, of the withdrawal date for my account, but if it didn't, it didn't go through, I don't think.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it, the new date that you wanted it was drawn on didn't go through?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, right.
[AGENT][POSITIVE] OK. OK, I can um take a look at it for you, and I'm definitely sorry for that confusion. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, can I give you my social?
[AGENT][NEUTRAL] Oh, yes, that's fine.
[CUSTOMER][NEUTRAL] OK. 454299-873.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] OK, see what you see.
[AGENT][NEUTRAL] OK. And this is for your cancer policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, here we go. I just found it. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my birthday is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] And just your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, OK, so was there a draft taken out later than the [PII], or you're saying because it hasn't been taken out and it's the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, right, because, um, it should be on the [PII], right?
[AGENT][NEUTRAL] Yes. Mhm. According to these notes.
[CUSTOMER][NEUTRAL] You be taking out on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it still hasn't been withdrawn.
[AGENT][NEUTRAL] Well, hold on.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, OK, so there's actually there's no bill. So you pay when you paid on [PII].
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, actually it looks like there's a payment that was received today.
[AGENT][NEUTRAL] For April.
[CUSTOMER][NEUTRAL] Oh, it was OK. So then, oh, so then that's the one I'm waiting for. This hasn't been gone through my bank, but I was wondering if they had if they had already changed it to the first.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now, according to the notes, yes, it has been changed to the [PII] and um
[CUSTOMER][NEUTRAL] Of every month
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, all of these
[CUSTOMER][NEUTRAL] Or maybe because it was the weekend?
[AGENT][NEUTRAL] Oh, no, that could be.
[CUSTOMER][NEUTRAL] Maybe, I don't know.
[CUSTOMER][NEUTRAL] Yeah, I was just wondering I said cause I didn't want it to come out on the [PII]. I wanted it on the [PII].
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Like you want it, well, if you like, I can check because I my department doesn't really do the
[CUSTOMER][NEUTRAL] No, but if, if, if, if it, if it only went through, that means that they already changed the date to the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it was probably because it was the weekend and that's probably why it hadn't gone through my bank. I was just checking.
[AGENT][NEUTRAL] You sure? OK. I just want to make sure you're OK. OK.
[CUSTOMER][NEUTRAL] Yeah, I'm.
[CUSTOMER][NEUTRAL] No, I'm good. I'm good because then it'll probably go in today. Maybe it'll come in through my bank today. I just wanted to make sure that that the date was gonna be on the [PII] of every month.
[AGENT][NEUTRAL] Yes, ma'am. Um, so that part I can say yes, has been changed.
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] OK, that's what I was checking just, just in case.
[CUSTOMER][NEUTRAL] Because it's already the [PII] and I didn't see it on there, but it'll it'll be there by tomorrow.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] If it if it's already been.
[AGENT][NEUTRAL] And if they, um, well, do you see anything like when you, when you check your bank, do you see pending or you don't see anything at all? It probably just hasn't shown up yet.
[CUSTOMER][NEUTRAL] It hasn't shown up yet I think because it's the weekend but I just called to make sure that it was drafted on the [PII].
[AGENT][NEUTRAL] The weekend.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I still, if you don't mind.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I still think that we should double check with customer service. The reason is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because you want like you want it drafted on the [PII].
[CUSTOMER][NEUTRAL] Right, but that's the draft date on the [PII]. I know it always takes a few days to go through, but it usually takes 2 or 33 days, not 7.
[AGENT][NEUTRAL] Right. So,
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] Hold on, I can look right here. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna call customer service. I'm gonna ask them really quick and then I'll let you know. I just, because I see the [PII] and like I was looking at the other dates on your ledger, and that's the date that it came out. So this to me looks like it was drafted on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I just want to make sure because if not, then we need to fix that and if it's, you know, if it is then I can let you know. OK, hold on one moment, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] this so let's do it now.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm doing good. I don't think I need to transfer. I really just had a quick question. Um, can you look at this policy with me? She's asking me about her draft date.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 225-213-7.
[CUSTOMER][NEUTRAL] You said 225-3137?
[AGENT][NEUTRAL] 225-2137.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She wants to make sure that her draft day is the 1st. I see in the notes where, I don't know whose abbreviation that is, but we changed it to the [PII], um, but then on BQPHI it shows the [PII]. Does that mean that we just got it on the [PII] and it was drafted on the [PII] or it was just taken today?
[CUSTOMER][NEUTRAL] We don't draft until the [PII].
[AGENT][NEUTRAL] OK, I'll let her know.
[CUSTOMER][NEUTRAL] So the way it works, everything from the [PII] gets drafted on the [PII] and then everything from the [PII] gets drafted on the [PII]. It's every [PII] day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I, she was like, why.
[CUSTOMER][NEUTRAL] Um, but she is set up for the [PII].
[AGENT][NEUTRAL] OK, good. I'll explain it to her because she's like, I don't see anything from my bank and I'm like, let me make sure that this was drafted on the [PII] and not today, but OK, I get it now.
[CUSTOMER][NEUTRAL] She will.
[CUSTOMER][NEUTRAL] Yeah. Yeah, it'll be about 2 or 3 days, but she should see you in the next couple of days since it was just done this morning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I will let her, wait, am I OK to tell them that that it's drafted on the [PII]?
[CUSTOMER][NEUTRAL] Mhm. I always tell them it gets that even though it's set up for the [PII], we want, we run the drafts for once a week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um it gets pulled on the [PII].
[AGENT][POSITIVE] Well, I will let her know, so that's the clarity she needed. Thank you.
[CUSTOMER][POSITIVE] No problem, [PII], let me know if you need anything else and I hope you have a good day. You too. Bye-bye.
[AGENT][POSITIVE] All right, have a good day.
[AGENT][NEUTRAL] All right, you too. Bye-bye.
[AGENT][NEUTRAL] Hold on, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you so much for holding. OK, so you are set up for the [PII], but how we do our drafts is like the [PII] through the [PII] is drafted on the [PII], the [PII] through the [PII] drafted on the [PII], so it's every [PII] day. So it was just drafted today, even though you are set up for the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, no, that's, that's no problem. That's good. That's all right. As long as it's before the [PII], that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, but thank you for clearing that up for me. Thank you so much.
[AGENT][NEUTRAL] You're very welcome. It just wasn't sitting around. I'm like, wait, let me double check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][POSITIVE] Thank you. Well, thank you so much for calling APL.
[CUSTOMER][POSITIVE] All right. Thank you. Have a wonderful day. Thank you. Mhm. Bye-bye.
[AGENT][POSITIVE] You too. Bye-bye. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Um