AccountId: 011433970860
ContactId: f8aca157-027b-47fc-bd04-a9da1015cb68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 652219 ms
Total Talk Time (AGENT): 299629 ms
Total Talk Time (CUSTOMER): 201612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/f8aca157-027b-47fc-bd04-a9da1015cb68_20250305T17:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] that again.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Got an insured. Her name is [PII]. Her policy number is 52173.
[CUSTOMER][NEUTRAL] She verified her policy and the number she's calling from is a good call back number. Her bank account was hacked, she said so she finally got it fixed, calling all of her people to see, well she called to specifically on this one to see if the policy was still active and it's not, and she needs to know if she can get it back and how can she do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and let her go then I'll talk to you later, [PII] bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes,
[AGENT][POSITIVE] Hello, how are you doing today?
[CUSTOMER][NEUTRAL] I'm fine. I'm trying to get this straightened out so I don't lose it.
[AGENT][NEUTRAL] Yes, OK. I do see here um that uh the policy was canceled, unfortunately because we did not receive the payment and it has been almost, let's see, we are missing the payment since November, so it's been already 4 months.
[AGENT][NEUTRAL] In the case, um, if you still, if you are willing to pay all those premium back for those 4 months that are behind, we will be able to reactivate your policy. Now,
[CUSTOMER][NEUTRAL] All right, it's 12,760, right?
[AGENT][NEUTRAL] Um, let me look at it really quick. We have $31
[AGENT][NEUTRAL] And 90 cents for 4 months and considering that um we're almost about to bill for March.
[AGENT][NEUTRAL] Um, let's say it's 5 months. It will be about 159.5.
[CUSTOMER][NEUTRAL] All right, say it again, what?
[AGENT][NEUTRAL] It will be um 159.50 or 159 50 cents um to have this policy reactivated. If you are willing to pay the premiums back, we will be able to um go ahead and reactivate it, but it will be um. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's what I want to do. I'm sorry, I didn't know that it got, I got hacked, OK, my bank account got hacked and everything went topsy-turvy, so I'm just trying to catch up with everybody I already had, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it is understandable, Miss. [PII]. Um, OK, I'm about to ask, is the, um,
[AGENT][NEUTRAL] Bank account.
[AGENT][NEUTRAL] routing number and account number going to change?
[CUSTOMER][NEUTRAL] Uh, I don't think so. Wait a minute. I don't know. I can't remember. Hold on a minute. Let me get my, wherever my purse is, you know how that goes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You hang it somewhere and then you forget where it is.
[CUSTOMER][NEUTRAL] I don't know what the bank did, to tell you the truth.
[CUSTOMER][NEUTRAL] I know we went over there and we got everything straightened out and then I looked at this one this morning I went.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] I'm sorry, I got one of those baggy purses that you, everything falls to the bottom.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, the routing, OK, my bank account.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What do I read to you down there at the bottom?
[AGENT][NEUTRAL] Um, it will be the routing number first.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] It is a nine-digit
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then what the next one, OK.
[AGENT][NEUTRAL] Um, the account number, please.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. That is a different number from what we have here. OK, Ms. [PII], so what I'm gonna do right now is going to um reactivate your policy.
[AGENT][NEUTRAL] I will be updating the bank account information for you, um, that account number, um, and I can go ahead and transfer you to the billing department if you're willing to go ahead and make that, um, make a credit card or a debit card payment. So once we get that, um, for for us to get it cleared out, would that work?
[CUSTOMER][NEUTRAL] That's fine. Um, let me ask you a question. Um,
[AGENT][NEUTRAL] All right. Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I can use my credit card.
[AGENT][NEUTRAL] Yes, you can make a different payment, uh, a payment with a different card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a first right on.
[CUSTOMER][NEGATIVE] Lord, have mercy. It's driving me crazy. Um
[CUSTOMER][NEGATIVE] I have all this stuff and I don't even know what to do with it anymore, uh.
[CUSTOMER][NEUTRAL] Wait a minute, my credit card is with.
[CUSTOMER][NEUTRAL] Yes, with first horizon.
[CUSTOMER][NEUTRAL] So you that
[AGENT][NEUTRAL] Sure, um, but first we can, mhm.
[CUSTOMER][NEUTRAL] That's my bank.
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] Yes, I am, Miss [PII].
[CUSTOMER][NEUTRAL] All right, what you need now?
[AGENT][NEUTRAL] OK, um, if you can repeat to me really quick that um account number so I can have it updated and then I will go ahead and transfer you to the billing so they can take the payment.
[CUSTOMER][NEUTRAL] My account number?
[AGENT][NEUTRAL] Mhm. Yes, so I, yeah, so I can update it because we have the previous one which I would guess is the one that got hacked.
[CUSTOMER][NEUTRAL] On my bank
[CUSTOMER][NEUTRAL] I don't know. It was, it was like 4 months ago, so I don't know, I, you know.
[AGENT][NEUTRAL] Mhm, yes, uh, I, yes, I would guess we have the previous one, so we would need it updated so we can still have it, um, uh, your premium drafted from the new account number.
[CUSTOMER][NEUTRAL] OK, do I, uh, call out this number that's on my debit card?
[AGENT][NEUTRAL] Uh, no, it will be the uh account number that you just told me a little bit ago.
[CUSTOMER][NEUTRAL] Oh, on my check, OK, on my, uh, uh, checking account, so I start first again?
[AGENT][NEUTRAL] Uh, it will just be the um account number. I have the routing number.
[CUSTOMER][NEGATIVE] See, that's why I don't understand what's my account number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The 1st 1 or the 2nd 1?
[AGENT][NEUTRAL] It will be the 2nd 1.
[CUSTOMER][NEUTRAL] OK, it's that big long one, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you very much, and allow me just a second while I make the change and then I will go ahead and transfer you to that billing department, right?
[CUSTOMER][NEUTRAL] All right, now what's the billing department going to do? Tell me what I need to pay?
[AGENT][NEUTRAL] Mhm, yes, they will go ahead and um take that payment for you for the month of November, December, January, February.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I have updated the account number on your policy.
[AGENT][NEUTRAL] And I will go ahead.
[AGENT][NEUTRAL] And let's see, just verify that we have everything correct. Um, we do have here for the autopay on your policy to draft the [PII] of every month. Does that still work for you, Miss. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right. OK, I will go ahead and um connect you with the billing department and let them know that you are making the payments for the uh previous months and so they can go ahead and take care of it. All right?
[CUSTOMER][NEUTRAL] Alright, can I use a Visa, man, my first Horizon visa?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hello, good afternoon, [PII]. I have an insured on the line who's wanting to make a um credit card payment on her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy number is 251.
[AGENT][NEUTRAL] 738.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 251-738
[AGENT][NEUTRAL] 2521738.
[CUSTOMER][NEUTRAL] Alright, say that one more time.
[AGENT][NEUTRAL] 521.
[AGENT][NEUTRAL] 738.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][NEUTRAL] Um, OK, you send it to me.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?