AccountId: 011433970860
ContactId: eca173f2-7ad8-4073-b1e2-04b8a9de7bbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511309 ms
Total Talk Time (AGENT): 221883 ms
Total Talk Time (CUSTOMER): 295963 ms
Interruptions: 8
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/eca173f2-7ad8-4073-b1e2-04b8a9de7bbf_20250512T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh, I have my premium, um.
[CUSTOMER][NEGATIVE] APL uh automatically drafted from uh my credit card and I got a letter from my credit card company and they tell me they're going to give me a new card, a new number in June. So what I would like to do I think is just have y'all mail me the premium bill to my home.
[CUSTOMER][NEUTRAL] And that way I can be sure it's paid on time and not have to worry about the credit card company, what they're gonna do. My, my main reason is, uh, well, OK, what do you need from me, the policy number?
[AGENT][NEUTRAL] Well, first off, I need your name.
[CUSTOMER][NEUTRAL] OK. It's uh [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] OK 00703212.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you. So you're needing, you're calling today while your information is pulling up. You're calling today because you're wanting to change how your premium is sent, your bill is sent to you. Is that correct? You're wanting it mailed to you? OK. So what I'm gonna need to do first off, Miss [PII], is to get your information pulled up, verify several things with you for security, and then we can go from there, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] So first of all, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then your phone number that is on file is actually different than what we have for you. What's another number? I don't know maybe if this is a landline.
[CUSTOMER][NEUTRAL] Well, uh, I had an old landline phone that I no longer have. We haven't had that for years. It could be that one or it could be my husband's cell phone number, uh, because he passed away, uh, uh, almost 3 years ago. But anyway, uh, well, my old home number, let me see, uh,
[AGENT][NEUTRAL] Do you remember that number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], uh.
[CUSTOMER][NEUTRAL] Could it be [PII]?
[AGENT][NEUTRAL] This one ends in a [PII], Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, uh, that's probably my old, my husband's old cell number, but, uh, you know, I'm, I'm in charge of the policy now because he passed away. But anyway, uh, let me see if I can remember his number [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, that's OK. Um, I'll just I'm gonna verify a different piece of information. Um, and then what's the last, the last thing to verify at this point is gonna be your email address that's on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It would be uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wait a minute, wait a minute. Oh.
[CUSTOMER][NEUTRAL] Oh gosh, I should have written all this down. Uh, let's see. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] That's my email.
[AGENT][POSITIVE] Yes ma'am. OK, thank you. I just.
[CUSTOMER][POSITIVE] Oh, I passed that test. I'm so happy.
[AGENT][POSITIVE] You did. You did excellent on that one. You did excellent. OK. And then the last thing to verify is gonna be
[CUSTOMER][POSITIVE] All right, good.
[AGENT][NEUTRAL] It's gonna be the last four digits on Mr. [PII]'s social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you. And you passed that too. Look how good you did on that.
[CUSTOMER][NEUTRAL] Yeah, well, his, his number is almost like my number. The last four digits are different and uh our, our social security number so I can remember both of them.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, wow. Well, that's great. OK.
[CUSTOMER][NEUTRAL] I just memorized them years ago.
[AGENT][NEUTRAL] Uh, all right. Well, Ms. [PII], I see that this is set up, this is actually set up on a monthly bank draft.
[AGENT][NEUTRAL] It's how this is currently set up.
[CUSTOMER][NEUTRAL] Right, right. Oh.
[AGENT][NEUTRAL] So, this comes directly out of your bank account. It's not a credit card. No, ma'am. This is directly a, mm we don't have credit card payment options at this point. So it's a bank draft.
[CUSTOMER][NEUTRAL] It it doesn't go through my credit card?
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] OK. Well, I have.
[CUSTOMER][NEUTRAL] 22 cancer insurance, it could be the other one, but it, uh tell me the amount, 7210, is that the amount per month?
[AGENT][NEUTRAL] Yes, ma'am, it is. Uh-huh, it is.
[CUSTOMER][NEUTRAL] But it's not through the credit card.
[AGENT][NEUTRAL] Mm. No, ma'am, there's a routing and an account number listed in here. Now, I'll be happy if you want to verify that information.
[CUSTOMER][NEUTRAL] You're telling me.
[CUSTOMER][NEGATIVE] OK, well, all that is fine, all that is fine. I just don't wanna change anything then if it's gonna get paid through my bank account that's great because uh you know I'm aware of that but I had looked at something this morning and I thought this one was taken from my credit card there's another one there's probably another one that I have taken from my credit card and that's who I meant to call I guess, uh.
[CUSTOMER][NEUTRAL] So anyway, I've taken up your time and.
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][NEUTRAL] Oh, you're fine. No, this is through a credit union.
[AGENT][NEGATIVE] That we deduct this.
[CUSTOMER][POSITIVE] Yes, that's for a credit union. Yes, that's where my, uh, that account would be, so yeah, that's perfect. I don't wanna change.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. So yes, and that's what the, where this one is.
[CUSTOMER][POSITIVE] Yeah, good. I don't wanna change anything if it's getting paid that way it'll, it'll be perfect. I don't have to worry about it. I'm just trying to get the other one that comes off of my credit card, uh, straightened out. So I'll, um, I'll keep working on that this morning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, um, yes, ma'am. So, uh, again, is there any, well, let me, let me just look at one additional piece of information while you and I are still on the phone, OK?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Now do you use the app very much Miss [PII]? You can't pay your bill there but your or your premium payment, but you could have access to your information online. Is that something that you would be interested in me emailing you a user guide for or not?
[CUSTOMER][NEUTRAL] No, I don't really do that. I usually just call because I like talking to somebody about it. I can ask questions and they can ask me questions.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I understand that. I like doing that too.
[AGENT][POSITIVE] I like doing that too.
[CUSTOMER][NEUTRAL] Yeah, I do. I'm old fashioned that way, but uh yeah, I, I'd rather talk to somebody like you. So um when I need to make a change or anything, so um I guess that's all I have for you this morning. I'm gonna keep tracking this down because I do pay one premium out of my, my off my credit card. So I gotta figure out which one that is and call them.
[AGENT][NEUTRAL] That's OK. That's OK.
[AGENT][POSITIVE] Well, that's perfectly fine.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Oh goodness. OK.
[CUSTOMER][NEUTRAL] Um, and have them just mail it to me, so.
[AGENT][NEUTRAL] Well, yes, ma'am, you know.
[CUSTOMER][POSITIVE] I'm sorry to part of your day, but you're, you did perfectly get me to the right place, so, uh, I appreciate.
[AGENT][NEUTRAL] You just you.
[AGENT][POSITIVE] Oh, well, you did not take up any of my time. I was more, I was very happy to help you today. Yes, ma'am. So, again, is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK. Well, I appreciate it.
[CUSTOMER][POSITIVE] No, I think that's it today. I appreciate it and you have a good day.
[AGENT][POSITIVE] All right. Yes, ma'am, Ms. [PII]. I hope you have a good day as well and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Bye-bye.