AccountId: 011433970860
ContactId: f962d3e5-c82b-4cbc-be4f-ce6e676c13da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552669 ms
Total Talk Time (AGENT): 228357 ms
Total Talk Time (CUSTOMER): 274111 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f962d3e5-c82b-4cbc-be4f-ce6e676c13da_20250106T20:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I, uh, in [PII], I, uh,
[CUSTOMER][NEGATIVE] I sent in an electronic funds transfer and nobody is taking my money out for my premium.
[AGENT][NEUTRAL] OK. Well, I can definitely look into the form for you and see what's going on. I'm sorry, um, the premium payment hasn't been taken out. Um, Ms. [PII], may I have a good contact number just in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] And my policy number is, let me see if I can find it here.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] Let's see. 01453704.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] I've had it a long time.
[AGENT][NEUTRAL] And you said 145.
[CUSTOMER][POSITIVE] And I just renewed it.
[AGENT][NEUTRAL] And you said 1453.
[CUSTOMER][NEUTRAL] 1453704
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the effective date was [PII]. That's how long I've had it.
[CUSTOMER][POSITIVE] And I just renewed it.
[AGENT][NEUTRAL] OK, hold on one second. The reason I'm hesitating is because I don't see your name on the policy. What's your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is, hold on one second.
[AGENT][NEUTRAL] Can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, this is a totally different member. Hold on one second.
[CUSTOMER][NEUTRAL] I know, I think you have an [PII] too.
[CUSTOMER][NEUTRAL] My brother-in-law.
[AGENT][NEUTRAL] Let me see, [PII].
[AGENT][NEUTRAL] Hold on one moment, I'm searching by the name cause that that policy number brought up a whole different, it's a different name.
[CUSTOMER][NEUTRAL] Like I say, it's, it has to be renewed so often, so it was just renewed.
[CUSTOMER][NEUTRAL] Oh, the policy number not here on the
[CUSTOMER][NEUTRAL] Uh, transfer of funds is 453704.
[AGENT][NEUTRAL] Yes, that's the one I just found. Hold on one.
[CUSTOMER][NEUTRAL] That is APL policy number.
[AGENT][POSITIVE] Yes, that's the one I just found. I'm pulling it up for you now. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we are. And then um you've already given, um, can you just verify your date of birth and your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] Thank you, and then just your email address.
[CUSTOMER][NEUTRAL] My email address is [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And Ms. [PII], is it OK if I place you on just a brief hold so I can look into the policy for you?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[AGENT][POSITIVE] Oh she's so sweet and demographics confirmed that her policy was transferred to Angelo Bank.
[AGENT][NEUTRAL] Now we pull the [PII] of each month.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, hello, um, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, thanks so much for holding. So the policy as of right now is up to date, but I do see a note on here from customer service saying that your payments will be the [PII] of each month, so you probably will see something tomorrow or, you know, a few days after.
[CUSTOMER][NEUTRAL] It used to be right at the beginning of the month, used to be [PII]. So now they're making me wait until the [PII]. As long as they're taking it out, so I still have a
[CUSTOMER][MIXED] You know, um, uh, policy. I'm happy, but I called before and they hadn't taken out, and this was in [PII].
[AGENT][NEUTRAL] Your policy.
[AGENT][NEUTRAL] Yeah, I see
[CUSTOMER][NEUTRAL] And they still haven't taken it out.
[AGENT][NEUTRAL] I checked the ledger just to be sure that there was nothing outstanding, but everything's paid up until, well, actually this actually says [PII], so the next payment is gonna be for uh.
[AGENT][NEUTRAL] February.
[CUSTOMER][NEUTRAL] The [PII], yeah. Oh, so I am paid up through this month then.
[AGENT][NEUTRAL] That, well, hold on one second, let me just make sure because I do.
[CUSTOMER][NEUTRAL] I don't think so. I think I have to pay my.
[CUSTOMER][NEUTRAL] Premium.
[CUSTOMER][NEUTRAL] I was supposed to pay it at [PII] or or [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, from what I see here, like your pay due date is [PII], and then when I go to your ledger, it shows there was a payment.
[AGENT][NEUTRAL] Um, hold on, I'm pulling it back up. There was a payment on [PII] that took care of January, so yes, it's, it's paid up until [PII].
[CUSTOMER][NEUTRAL] Until February and then they'll be on the [PII].
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So you'll, you'll most likely see um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't see a draft this month, that's because you're paid up, and then [PII] is when it will start because it does say paid to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, I feel good about that. I thank you very, very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] I'll adjust my budget here. OK. Thank you.
[AGENT][NEUTRAL] Oh, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, what is um [PII] like out there? What is the weather?
[AGENT][NEUTRAL] Well, to be honest, I couldn't tell you because I'm in [PII].
[CUSTOMER][NEUTRAL] Oh, you're in [PII]. You're not in you're not in [PII]. OK. Well,
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, but it's cold here, but I don't know about [PII].
[CUSTOMER][NEUTRAL] [PII]. That's where it says customer service is in [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And so, how about that? So you're cold in [PII] then.
[AGENT][NEUTRAL] Yeah, they say we're going to get some snow on Friday, but I'm, I'm originally from [PII]. I, I don't think it's cold enough for snow, but we're supposed to be getting some rain too, so maybe something's gonna change.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, there's a cold front they say, but it, well, I'm in [PII], so I'm further about halfway down there by the Cape Canaveral, so.
[AGENT][NEUTRAL] Mhm. Oh, I, um went on a cruise and it was ported in Cape Canaveral.
[CUSTOMER][POSITIVE] Yeah, it's nice. We like, I like it.
[AGENT][POSITIVE] I loved it too when I was there.
[CUSTOMER][NEUTRAL] I was, we, I was [PII] when we moved here, so I'm used to it. I'm, we lived in [PII] and we lived in uh
[CUSTOMER][POSITIVE] Uh, [PII], and I just like [PII]. I think [PII] is wonderful. So.
[AGENT][NEUTRAL] You weren't affected by the hurricanes or anything, were you? Or that's not where you are?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, we always have that, but we haven't this year, we had tornadoes and we never have tornadoes with our hurricanes. So it was different this year, but it isn't a normal year.
[AGENT][NEUTRAL] Tornado.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] Cause we don't normally have tornadoes.
[CUSTOMER][NEUTRAL] So I don't know what happened.
[AGENT][POSITIVE] Well, I'm glad you are safe.
[CUSTOMER][NEUTRAL] I don't know, maybe a shift, huh?
[AGENT][POSITIVE] I said, well, I'm glad you were safe because it was pretty bad in [PII].
[CUSTOMER][NEUTRAL] The tornadoes.
[AGENT][NEUTRAL] The hurricanes and the and the tornadoes.
[CUSTOMER][NEUTRAL] Tornadoes, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, well, I don't mind hurricanes. They're anchor everything down in a way, you know, you don't worry about it, but uh the tornadoes, you can't control anything. They just happen.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So we had it bad this, this year. So, and this is the first time and I've lived here a long time since I was [PII] and I'm [PII] now. It could be [PII].
[AGENT][NEUTRAL] Well, hopefully [PII].
[AGENT][POSITIVE] But yes, you, you, you would know cause you've been there for a long while. Hopefully this year is not as bad.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, we never heard of tornadoes before, but we have them this year.
[CUSTOMER][POSITIVE] OK, I thank you very, very much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great week and [PII].
[CUSTOMER][POSITIVE] And [PII] to you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.