AccountId: 011433970860
ContactId: fbab5864-3a61-4266-95a8-4303864ad043
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1030930 ms
Total Talk Time (AGENT): 421725 ms
Total Talk Time (CUSTOMER): 447055 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/fbab5864-3a61-4266-95a8-4303864ad043_20250210T21:57_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]
[CUSTOMER][NEGATIVE] And I have not received any bill. I was on some quarterly bill.
[CUSTOMER][NEUTRAL] Uh, I don't have my policy number in front of me or anything, but anyway, I was on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You know, payment y'all debiting out of my checking account whenever and then you changed me to a quarterly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I don't, I know I should have paid something for January.
[CUSTOMER][NEGATIVE] But I've never gotten anything and no email or anything.
[AGENT][NEUTRAL] OK. Well, I can definitely look into the payments and to see if there's anything due or what's going on with that um and let you know how it's working. Is this for your cancer policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, that's what it is, cancer.
[AGENT][NEUTRAL] OK. And um Ms. [PII], can you verify your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Well, if I don't speak with you again by your birthday, happy birthday, and I hope it's a good one.
[CUSTOMER][NEUTRAL] Oh yeah, it's getting close.
[AGENT][NEUTRAL] And I have your policy here. I just need you to verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and then just your mailing address.
[AGENT][NEUTRAL] I'm sorry, your email address, I'm sorry.
[CUSTOMER][NEUTRAL] That's my mailing address, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, all right, it's [PII].
[CUSTOMER][NEUTRAL] Actually it's [PII], but I don't have a space in it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So what I'm going to do is reach out to the customer service department so that they can go over your premium with you. It looks like it it it, I do see back in July where it was changed to quarterly and um there was 4 months premium that was received on I'm sorry, not [PII], [PII].
[AGENT][NEUTRAL] So from that last payment, um, it looks like we billed on [PII], but I'm not sure where a payment was received. So if it's on bank draft, I'm gonna have them take a look at that and see if there was something that's going on with it or if it just um the reason as to why it hasn't drafted, but yes, there was a December.
[AGENT][NEUTRAL] Um, December, actually, hold on, received, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No, no, I'm reading this wrong. It was, this was received on [PII].
[AGENT][NEUTRAL] December, January, February, March, January, February, March. Yes, so it looks like it's every 3 months, $820.80 was um received on [PII]. So the account is uh the policy is now paid up until
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Well, I thought I owed now, that's what I thought.
[AGENT][NEUTRAL] No, it doesn't look like it's old, but I'm gonna um
[AGENT][NEUTRAL] I'm gonna get customer service just to confirm, um, because they're the they're the department that works with the premiums and the bank drafts, and I do see where it says it was received, but even the pay to date is [PII], I'm just gonna get them to confirm and see if they need to update something or give you an update or, you know, let you know what all this is.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] OK, well, I, I didn't want to be without it, but I've had it for like 40 something years, so I didn't wanna be without it, and I just got to look and I couldn't find any bill that I've received at all.
[AGENT][POSITIVE] Yeah, it doesn't look like one. well, I'm definitely glad you called so that we can try to figure it out for you. Um, Ms. [PII], do you mind if I place you on just a brief hold? I'm just gonna get a representative for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's fine. That's fine, yeah.
[AGENT][NEUTRAL] OK. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Uh huh sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me make sure now.
[AGENT][NEUTRAL] Mm mm mm mm mm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good, [PII]. How are you?
[AGENT][NEUTRAL] I'm doing good. Um, this one I'm confused about. Um, can I give you a policy number?
[CUSTOMER][NEUTRAL] Yeah, hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, what's that policy number?
[AGENT][NEUTRAL] So it's 777 in my head popped up 9311.
[AGENT][NEUTRAL] 77745.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me just a second, let me open up another window to pull that up.
[AGENT][NEUTRAL] Oh my [PII], as soon as I got ready to say it out loud.
[CUSTOMER][POSITIVE] That's all right. I do that sometimes too.
[AGENT][POSITIVE] That was hilarious.
[CUSTOMER][NEUTRAL] Hold on it now I can't get my stuff to work right. OK, there we go.
[CUSTOMER][NEUTRAL] OK, that.
[AGENT][NEUTRAL] So she was calling saying that she wanted to check on her premium because she hasn't received a bill, and I looked and I saw the payment in December that was received, but the pay to date still says January, so I didn't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It
[AGENT][NEGATIVE] I was just confused.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so yeah, the last payment we received was her quarterly payment for the month of October, November and December, so she should have gotten a statement um.
[CUSTOMER][NEUTRAL] A bill, I mean, um, around the, the [PII].
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] So, when I'm reading this ledger that 82,080 that was received on [PII], that was what those three payments are below it.
[AGENT][NEUTRAL] Or it's going up.
[CUSTOMER][NEUTRAL] OK, so it's going up, so the 82,080 on [PII], that's us billing her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I did say it right the first time, OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm. So when you see the um the minus over there, those are the payments that we have received and so the month um that it applied to are typically out to the side now sometimes I have seen it where the the wrong month is applied um.
[CUSTOMER][NEUTRAL] But so the the last payment she paid of 82,080 went towards the month of October, November and December, yeah.
[AGENT][NEUTRAL] October.
[AGENT][NEUTRAL] OK, so that 12:20 we billed her, but she, we haven't received a pay a payment. OK, so she needs to make that payment.
[CUSTOMER][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I will let her know.
[CUSTOMER][NEUTRAL] All righty, was that it?
[AGENT][NEUTRAL] Yeah, I, yeah, that's it. So if she now if she asks me to make the payment over the phone because it's drafted, either she can make it with a card on with group billing or how does that work with her draft?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK, she's not set up for draft. She's set up for a direct bill.
[AGENT][NEUTRAL] Oh, then I don't know why she said draft or maybe she, I don't know what she meant by drafting. I was thinking bank d.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] I think maybe she used to be on a draft. Hold on, let me check. It looks like she used to be on a draft and they were coming back NSF and then for some reason she was changed. Let me check the notes and see.
[AGENT][NEUTRAL] Oh, maybe that's why she said it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless you apply 4 months worth of premium.
[CUSTOMER][NEUTRAL] Sent by check.
[CUSTOMER][NEUTRAL] OK, so yeah, she was changed to quarterly last July.
[CUSTOMER][NEUTRAL] Um, because she was sending in the, the payments by check, so we can't do a, um, direct bill monthly. It has to be quarterly, semiannually or annually. So if they want to send in a check, they have to pay it one of those three ways. They can't pay it monthly. So if she wants to change it back to draft, we can definitely do that. We just need to send her a new EFT form, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But otherwise if she's ready to pay over the phone, stay with a credit card, um, you would just send her over to billing the account's already set up for that, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Great
[AGENT][POSITIVE] All righty. Well, thank you, ma'am [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] I appreciate you. All right.
[CUSTOMER][POSITIVE] No problem. Have a good one.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, hello, uh Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] Thank you so much for holding again. I apologize for that wait. So I went to customer service, we kind of talked about it. So she did point out to me that $82,820.80 from December, that is the billed amount. So we have not yet received that payment. I told you you said you didn't receive an invoice, um, but if you want to you
[CUSTOMER][NEUTRAL] It's OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't, yeah.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Oh, no, you're fine. Um, if you want to, you can make the payment over the phone or do your um direct pay and send it in with the check, whichever you prefer.
[CUSTOMER][NEUTRAL] I send it with a check. Is that OK? What is my see I don't have the, I had to go to the website to get my phone number for y'all. Uh, I should have put it in my phone but I had never done that.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] What, what, um.
[CUSTOMER][NEUTRAL] Is the address right on the website now?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, payments, yes, it's [PII], but let me get it, um, hold on one second.
[CUSTOMER][NEUTRAL] You know, I got something the other day that came from [PII] and it was 2 weeks coming from when the post office stamped it.
[AGENT][NEGATIVE] What? Yeah, it's been pretty bad.
[CUSTOMER][NEUTRAL] I, I'm telling you.
[CUSTOMER][NEGATIVE] But the mail is not very good anymore like it used to be.
[AGENT][NEGATIVE] Right, it's not.
[CUSTOMER][POSITIVE] But hopefully I can hopefully I can get it on to you. I'll I'll put it in today.
[AGENT][NEUTRAL] I just wanted to check the address, but hold on one moment. It's not here I'll do it this way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It as long as it's on that website it's OK.
[AGENT][NEUTRAL] Yes, it is on our website as well. I'm just wondering.
[AGENT][NEUTRAL] Are you going to be making like an overnight payment or?
[AGENT][NEUTRAL] Because there's two different addresses, that's why I'm asking.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I was gonna mail it like.
[CUSTOMER][NEUTRAL] Normal male.
[AGENT][NEUTRAL] OK. Yeah, that's fine.
[CUSTOMER][NEUTRAL] Unless I need to do something if you if you'll put that I'm mailing it.
[CUSTOMER][NEUTRAL] On there. I don't want them to cancel my insurance by any chance.
[AGENT][NEUTRAL] OK. Yes, ma'am, um, and is it showing the [PII]?
[CUSTOMER][NEUTRAL] No. [PII]. I'm gonna write this down. Tell me again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] OK, I got that OK.
[CUSTOMER][NEUTRAL] What's the zip code?
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] Now, we also have a um physical address there if you wanted that as well, like if you want someone to sign.
[CUSTOMER][NEUTRAL] Well, I don't you think this will be OK or not?
[AGENT][NEUTRAL] Oh, yes, either one will be fine. Um, it's just your preference.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, oh OK, OK, I'll just use this then that'll be fine then. Do I need to put attention anybody or anything on it?
[AGENT][NEUTRAL] Um, you can just put APL before the PO box.
[CUSTOMER][NEUTRAL] Oh right, OK, but not a certain person on there, OK, got you.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll, and it's 82,080?
[AGENT][NEUTRAL] Let me double check for you. Hold on one moment.
[CUSTOMER][NEUTRAL] Again, is that what you told me?
[AGENT][NEUTRAL] I believe so, yes, ma'am. $820.80.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. I do appreciate it. You were very nice and great for the phone, OK.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[AGENT][NEUTRAL] Well, thank you. And again, all the information provided was a verification of benefits, not a guarantee of payment. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, that's it. That's all I needed. I thought, man, I've got to see about that cause I knew something.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] I wonder if I could go back to the, I know what happened that one month I didn't have, it was just a little short on funds and they put it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you know they wouldn't take the deal and so I was wondering could I by any chance go back to that after I pay this?
[AGENT][NEUTRAL] Go back to like the bank draft.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, um, she actually did mention that. If you want to go back to the bank drafts, um, on our website, where the claims and forms are.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Um, you're looking for the ele electronic funds transfer EFT, ETF EFT electronic. So that form you'll fill out, that's the um form to electronically pull your payments out.
[CUSTOMER][NEUTRAL] Yeah, electronic funds, yeah, OK, got it, yeah.
[CUSTOMER][NEUTRAL] OK, so I, when should I do that? Because now this payment will be good through March, right?
[AGENT][NEUTRAL] Right, um, I would go ahead and
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] April then.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mean that's when it would come out, right? OK.
[CUSTOMER][NEUTRAL] Yeah, OK, that's what I'll do.
[AGENT][NEUTRAL] And then the next one would be the automatic payment. And she said you can just fill that out and send it to us and we'll go ahead and get it processed for that next month.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, great. I'll do that because that this is just, you know, I'd rather have it that other way so that's great. OK, thank you so much. I appreciate it all.
[AGENT][POSITIVE] You're welcome. You're very welcome. Well, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.