AccountId: 011433970860
ContactId: ebee22e8-6152-4f94-8e35-f98828780547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430359 ms
Total Talk Time (AGENT): 243300 ms
Total Talk Time (CUSTOMER): 154050 ms
Interruptions: 10
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ebee22e8-6152-4f94-8e35-f98828780547_20250527T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, this is [PII], and I have the, a cancer policy, and they normally take it out of my uh or my checking account and I have it the last two times. I don't think they take it out and I wondered what was going on and my policy number is 442864.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, Ms. [PII], so you're calling to see about your premium draft, is that correct? Because you said you haven't seen that. OK, yes ma'am. Well I can try and partially help you. What is a good call back number for you first off?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] At [PII]
[AGENT][NEUTRAL] OK, thank you. And then what, um, give me just a moment to get your policy information pulled up, Miss [PII]. Once I do that, I will have to verify several things with you first for security, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the phone number that you gave me a moment ago, the [PII], is that the best number that we should have on file for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you and then do you.
[CUSTOMER][NEGATIVE] I have a cell phone, but it doesn't come in here.
[AGENT][NEUTRAL] Oh, OK, that's fine. And then, uh, the last thing is, do you use the internet very much, Miss [PII]? I see that we do not have an email address on file for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have an email address.
[AGENT][NEUTRAL] OK, what is your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so I've gotten that added for you and the reason I'm asking you about that, Miss [PII], is that we have a portal now for our members. You can't pay your premium in there, but you can create your profile so that it gives you access to your information, your policy information online, and I could email you a user guide for that portal if you would like, um, that will give you the instructions right.
[CUSTOMER][POSITIVE] Thank you for that for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I would like, I'm not real uh computer savvy, but
[AGENT][NEUTRAL] Well again this um is pretty direct now you may want to wait instead of setting it up today, why don't you wait just a couple of days, Ms [PII] to set that up because they are making some uh changes to it that will go into effect and within the next couple of days. So if you'll just wait then you won't have to set up two profiles.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Instead of saying that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEGATIVE] OK. I just, well, I didn't know what had happened. I mean, I hadn't, I had noticed the last two times that, well, I didn't notice it was 2 times until this time it didn't come out and I look back and I don't think they took my amount out last month unless I'm looking at something wrong or I thought, well, maybe after so long, they cancel you out. I don't know.
[AGENT][NEUTRAL] Um, so give me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, let's see here. I'm gonna check that for you. Um, you give me just 11 moment.
[CUSTOMER][NEUTRAL] Uh, let me see here. I'm gonna check that um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I currently see that your policy, Ms. [PII], is paid until [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it should be drafting again soon since it within it cause your draft day is.
[CUSTOMER][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] OK, I just didn't for some reason it wasn't on my, it didn't come up on my bank statement. I don't have banking online, but I get a statement once a month. I didn't notice it on there unless I overlooked it.
[AGENT][NEUTRAL] OK. I'm trying to go back, I'm trying to get the information to pull up so I can tell you about your last two drafts cause it does look like that they're monthly.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] But bear with me just a moment. So it shows that
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They were both drafted for March and April, like on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of each month. It was like um 328 and 428 on our side is what we show.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] OK, so it should be taken out pretty soon, that's not then, uh, I must have overlooked it on my bank statement, and I thought, well, I better call and find out.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][POSITIVE] Yes, ma'am. No, your, everything is fine with your policy, and again, it should be drafting again within just, uh, the next few days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then, oh well, you're welcome and that email that I've sent to you just so that you'll know who to look for, it's gonna come from care team at [PII] and I did add APL in the subject line for you so that that's easy to recognize.
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. OK. And I won't do anything with it until you said wait about a week or so or a few days or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, no, yeah, just give it a few days, maybe um by the end of the week. Because if you set it up today with the changes that are gonna be going into effect, uh, in the next couple of days, you'll, you would have to just reset your profile up. So, um, I, I would just wait. But that user guide is out there for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me write down again what what you said I'm to look for. What, what was the.
[AGENT][NEUTRAL] The email that I've sent to you will come from [PII], like a baseball team, but [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Care team, OK, OK, OK, I got that thing.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. Alrighty, thank you very much.
[AGENT][POSITIVE] Well, you're certainly very welcome. So if that is all I can help you with today, Ms. [PII]. Thank you for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] That's it, honey.
[CUSTOMER][POSITIVE] All right, thank you very much. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.