AccountId: 011433970860
ContactId: f900da50-e82b-4e23-a88d-3deb3b86e9cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211119 ms
Total Talk Time (AGENT): 99407 ms
Total Talk Time (CUSTOMER): 80089 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/f900da50-e82b-4e23-a88d-3deb3b86e9cc_20250605T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with the care team. I have an [PII] from group number 80018.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And she said she they got a notice in the mail saying that they were going to start auto drafting and I don't know how to tell um if it's going to auto draft for June or if they need to pay their June invoice and it's going to become effective July because I do see that that's when they're on a renewal hold is starting July.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] They got a notice in the mail saying that.
[AGENT][NEUTRAL] There that we are going to start auto drafting? Did the notice come from us or did it come from the agent?
[CUSTOMER][NEUTRAL] Or, or she's
[CUSTOMER][NEUTRAL] Um, I don't know, let me look. She said ACH, which is the same thing, right? Oh, I don't know.
[AGENT][NEUTRAL] Um, because we don't auto draft anything, um, we don't do auto draft for groups.
[AGENT][NEUTRAL] Um, if you want, I can, uh, you can just transfer and I can ask her, um, but it sounds like it may be something that she got from her agent, and not from us, um, but you said her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, like the broker.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, you can go ahead and transfer.
[CUSTOMER][NEUTRAL] And do you need the callback number?
[AGENT][NEUTRAL] Is it the one she's calling from the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I got it you can go ahead and transfer.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], I have someone from the billing department who's gonna help answer that question for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, I know, this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing well. So I understand that you got a letter in the mail about auto draft, is that correct?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Did the letter come from APL or did it come from like your agent?
[CUSTOMER][NEUTRAL] Um, let me see, I don't remember, but I know that we're gonna do it last month, but I had sent.
[CUSTOMER][NEUTRAL] I think 2 payments together.
[AGENT][NEUTRAL] The reason I'm asking is because ATL doesn't do auto draft for groups, um, but sometimes the brokers, certain brokers will say that because they're paying on your behalf, but it's not actually auto draft, so it's a little misleading. So that's why I asked him if you could just verify who the letter came from cause I'm thinking it may have come from your broker.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, you're right, it came from.
[CUSTOMER][NEUTRAL] From the agent.
[AGENT][NEUTRAL] Yeah. So, yeah, any.
[CUSTOMER][NEUTRAL] Yeah, so I guess I should reach out to them.
[AGENT][NEUTRAL] Yeah, yeah, just, um, to ask them to like kind of clarify what exactly because it's probably they're going into our system and making a payment on your behalf and they're calling it auto draft, um, I guess that's like a convenience to you but it is a little misleading because APL doesn't actually auto draft for groups.
[CUSTOMER][NEUTRAL] OK, alright, let me reach out to them then because if they're gonna make the payment then I'm not gonna send in June.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty, will do. OK.
[AGENT][POSITIVE] Alright, have a good day, [PII] and let us know if you need anything else, OK?
[CUSTOMER][POSITIVE] OK, you too. Have a great day.
[AGENT][NEUTRAL] Bye.