AccountId: 011433970860
ContactId: f5bf1b1e-e05b-4d15-bfce-991f08f6922d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595659 ms
Total Talk Time (AGENT): 251130 ms
Total Talk Time (CUSTOMER): 203290 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/f5bf1b1e-e05b-4d15-bfce-991f08f6922d_20250103T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Got um Miss [PII] in Black on the phone.
[CUSTOMER][NEUTRAL] She's calling to make a payment over the telephone, but she's on mode of payment 3.
[CUSTOMER][NEUTRAL] Uh, she did say that she has some new bank information.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um that she needs help with that and then she'll also need to make payment of telephone.
[AGENT][NEUTRAL] All right. Uh, you can go ahead and send her. Oh, what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2084366.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'm gonna repeat it again 208-4366.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Sorry, are you still there?
[AGENT][NEUTRAL] Hello, Miss [PII], are you still there?
[CUSTOMER][NEUTRAL] Uh, I was on hold for billing to make a payment.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I think uh uh.
[AGENT][NEGATIVE] Call was interfered a little bit.
[AGENT][NEUTRAL] Alright, um, I was just advised that you wanted to make um some changes for your payment. Is that correct?
[CUSTOMER][NEUTRAL] Well, I had um emailed in a form for it to change my checking account, but I just recently did it and um so I don't know if it's been updated because my [PII] payment is still due, so I need to make the payment for [PII].
[AGENT][NEUTRAL] Mhm. Alright. Um, let me just a second to verify the, um, let's see, the bank information we have has been updated or not.
[AGENT][NEUTRAL] Because sometimes um it will, even though we will um mark the draft day as the first, it will take a couple of days. Um, so let's see really quick if we have um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The new information already.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. What is the route, uh, was the routing number changed as well or just the account number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah, both, both were changed.
[AGENT][NEUTRAL] Both. All right. Do you mind verifying for with me, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, the routing is [PII]. I'm sorry, that's the account number. Uh, the routing is [PII].
[AGENT][NEUTRAL] Alright, and the account number again please?
[CUSTOMER][NEUTRAL] The Account number is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It has been updated, uh, I think, but uh the issue is, um, or what I see here is that it hasn't been really set up already, um, to draft as, um, from a bank. Um, so I will go ahead and make that update for you so we can go it can draft it and then I can go ahead also and transfer you to the billing department to um make that that payment.
[AGENT][NEUTRAL] Does that sound good, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I had been on hold for the billing, so I guess it, it didn't, it never transferred to billing, I guess, to make the payment.
[AGENT][NEUTRAL] Uh, it's probably, let's see.
[AGENT][NEUTRAL] Probably our agents are.
[AGENT][NEUTRAL] Yes, and they are all.
[CUSTOMER][NEUTRAL] And I had been on hold for a few minutes.
[AGENT][NEUTRAL] They're all busy right now. It might take me a minute or two to reach out to one of them so they can go ahead and take that payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But in the meantime, I will go ahead and um update that information for you so you can already start drafting from your account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm gonna go ahead and place you on a brief hold and um I will connect you with someone in the billing department to take that payment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is billing. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. I have um uninsured on the line willing to make a card payment on her policy.
[CUSTOMER][NEUTRAL] Mm OK. I can help her with that. What is that group num, I mean, policy number?
[AGENT][NEUTRAL] Policy number, policy number is 2084366.
[AGENT][NEUTRAL] Russell in black.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she is set up for a bank draft, but the mode of pay and frequency wasn't set up correctly, so I'm gonna also go ahead and correct that for you. Um, and, but you can go ahead and take that payment, I guess.
[CUSTOMER][NEUTRAL] OK, how much is she wanting to pay?
[AGENT][NEUTRAL] Um, the month.
[CUSTOMER][NEUTRAL] For the month
[AGENT][NEUTRAL] Yes, for the month.
[CUSTOMER][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] So she's not wanting to make a quarterly payment or anything like that?
[AGENT][NEUTRAL] No, no, she's willing just to make the month of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what's a good call back number there?
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And she's wanting to make a monthly payment of the 16392?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and she's gonna be, oh.
[AGENT][NEUTRAL] Well, I'm not sure if this one will be the month or this is the yearly amount, the 163.
[AGENT][NEUTRAL] Let me look at it really quick.
[CUSTOMER][NEUTRAL] I was gonna say we probably already drafted.
[CUSTOMER][NEUTRAL] Draft date's the first.
[CUSTOMER][NEUTRAL] I mean, I don't, I mean, like I said, I don't mind taking the pain, don't get me wrong. I mean, I just wanna make sure that we're not double, you know, double dipping and she needs to know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Charging her, yes.
[AGENT][NEUTRAL] Let me look at it because.
[AGENT][NEUTRAL] To pay today must pay to its.
[AGENT][NEUTRAL] Set up for yearly and she just changed her bank information that's um and I verified with her and it is indeed um new information in there.
[CUSTOMER][NEUTRAL] OK. Well.
[CUSTOMER][POSITIVE] We can get her taken care of.
[CUSTOMER][NEGATIVE] I'm just afraid that she's gonna draft again too, I mean draft as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I, I don't know much. I mean it a bank draft, you can send her on and I will take that payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And maybe it won't draft.
[AGENT][NEUTRAL] OK, um, let me just ask her if, um, because the mode of payment has been set up for yearly and that's what it was last year. Um, I don't know if she wants to change for a monthly. Um, I will verify with that. It will be better if I verify it with her first.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are you sure? I mean, like I said, the draft date is the [PII], so that means it's gonna draft probably today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's that's that's the only thing that I'm concerned about. I mean, I don't, I, I, I will take the credit card payment, but I just like I said, I just don't want her to.
[AGENT][NEUTRAL] Yes, so
[AGENT][NEGATIVE] Pay twice.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, yes, um, I guess you can advise her that um it will probably dress today, um, and I don't know, just.
[CUSTOMER][NEUTRAL] Yeah, I, I can tell her that's not a problem. I'll, I'll talk to her. That's not a problem at all. I just, I want her to understand. So is that a year that's a yearly amount?
[AGENT][NEUTRAL] Yes, that's, this is a yearly amount.
[CUSTOMER][NEUTRAL] OK, let me talk to her and we'll go from there if we need anything else, we'll call her back or what have you if we need to.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome, [PII]. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye. You are on hold.
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. This is [PII].