AccountId: 011433970860
ContactId: ef417a64-70bc-4eba-9455-7aa73b207938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170369 ms
Total Talk Time (AGENT): 91769 ms
Total Talk Time (CUSTOMER): 74988 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ef417a64-70bc-4eba-9455-7aa73b207938_20250317T16:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a insured on the other line. Can you look at um this payment for me or policy? Well, both.
[AGENT][NEUTRAL] Yes. OK, what is it?
[CUSTOMER][NEUTRAL] Um, it's policy number 84113.
[CUSTOMER][NEUTRAL] Does that pull up anything or do I have to give you the old policy number? Oh yes, OK.
[AGENT][NEUTRAL] Mildred Martin.
[AGENT][NEUTRAL] OK, what you got?
[CUSTOMER][NEUTRAL] So she's wanting to set her her policy up on bank draft. She got the um letter, so she's sending the void check, but then she asked me, can she also send, can she either send the payment that's due now with that void check or do you just send the void check and then we draft what's due now and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, she can send in the um the payment but if she's got the bank authorization form, I wonder, does she have one of our old ones?
[CUSTOMER][NEUTRAL] I can double check with her.
[AGENT][NEUTRAL] Our old form should ask for a void check and it shouldn't.
[AGENT][NEUTRAL] The updated one should have the details listed as far as the format where it states account number and routing number.
[CUSTOMER][NEUTRAL] And then they just fill it in.
[AGENT][NEUTRAL] They just fill it in. So to keep her from, from wasting a check, I mean, as, as long as that account number and routing number is listed on the authorization form, that's really all we need. And then she can just submit in a check for the payment if she likes, and we can start the draft after uh the next month if she's just gonna send the one month or if she's gonna send the whole quarterly, we'll start the draft after the 3 months is paid up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] So it's up to her.
[CUSTOMER][NEUTRAL] So she can fill out, so I thought she just wanted to send a void check, so she may have the old form, so I need to check on that. Send her the new form if she doesn't have it, and then she'll just have to fill out the form, the form, the fields on the form.
[AGENT][NEUTRAL] Mhm, and send it back.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And then we will draft for.
[AGENT][NEUTRAL] We can draft it current or she can go ahead and pay the payment. It's up to her, yeah, um, it's, it's, however, but if she wants us to draft her, she needs to tell us, um.
[CUSTOMER][NEUTRAL] OK, it's up to her. OK.
[AGENT][NEUTRAL] Well, if she wants us to draft this, it's gonna have to be a date after today.
[AGENT][NEUTRAL] So you, I guess just let her know that. But other than that, she, I mean, it's up to her and how she wants to do it. She does have a thirty-day grace period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will definitely do that. Thank you, [PII].
[AGENT][POSITIVE] Oh, no problem. Let me know if you need anything else, and I hope you have a good day.
[CUSTOMER][POSITIVE] OK. Thank you. I hope you do too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks. Bye-bye.