AccountId: 011433970860
ContactId: fd2ac81e-009a-424c-a0df-f2c30a257745
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 653429 ms
Total Talk Time (AGENT): 163451 ms
Total Talk Time (CUSTOMER): 286479 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/fd2ac81e-009a-424c-a0df-f2c30a257745_20250403T15:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, and how
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I have a big problem. I've been trying to get you to withdraw your premium from me for the past since October.
[CUSTOMER][NEUTRAL] And you said you had it all fixed where it was gonna come out [PII].
[CUSTOMER][NEGATIVE] And they have no way they don't even see it at the bank.
[AGENT][NEUTRAL] OK, I can check our system and see.
[CUSTOMER][POSITIVE] So this has been going on since October. OK, I'd appreciate it.
[AGENT][NEUTRAL] OK, sure. Let me see if I can um see if we already initiated that, OK? One moment.
[CUSTOMER][NEUTRAL] Yes, if you put in for a takeaway.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, my policy number is uh oh, I just don't have it on my application here. I got the wrong one. All right.
[CUSTOMER][NEUTRAL] My application number is let me pull up my American Public Life.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, and the policy number is it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, what's wrong?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, dental insurance policy.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, I'm sorry about that.
[AGENT][POSITIVE] Mm it's OK. I can.
[CUSTOMER][NEUTRAL] OK. It's 01453704.
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time? 014.
[CUSTOMER][NEUTRAL] Uh huh 45.
[CUSTOMER][NEUTRAL] 3704.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I've had it since [PII].
[CUSTOMER][POSITIVE] And it's been renewed once.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, and um Miss [PII], I do apologize, but I think I'm mistyping that number. Can you repeat the number for me?
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 01453704.
[AGENT][NEUTRAL] May I have your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, Miss [PII], I
[AGENT][NEUTRAL] I'm not pulling anything under that number, um.
[AGENT][NEUTRAL] How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] OK. Here you are. OK.
[AGENT][NEUTRAL] The 01 is not, yeah, yeah, it's just that the the 01 is, is not part of that number and that's why. OK. So the rest is OK, 453704. OK. I did find you. All right. And um let me see, let me verify that address, the mailing address.
[CUSTOMER][NEUTRAL] Did you finally find it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. It's on the other side of [PII], in other words.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Next Sunday I she some March.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, let me get customer service and see what's happening, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hello, I'm doing good.
[AGENT][POSITIVE] Good. Um, I have a, um, I have a member on the line that it looks like we're supposed to draft her policy and um it looks like it has not been drafted and we have problems last month, um, with the draft, it came back, it's been fixed, it's set up.
[AGENT][NEUTRAL] So it it still I don't see that it has been drafted and she's calling back so um we just need to find out if it drafted if it did not draft, what happened to it.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let me see that policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, the policy is 453704.
[CUSTOMER][NEUTRAL] And would that be with [PII]?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, let me look at it really quick. OK, she's on bank draft for monthly premium.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I do have.
[CUSTOMER][NEUTRAL] Um, her scheduled for the [PII] of every month and there is an additional draft already set up for $38. I would assume that is the months that are remaining.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send her over. I got it.
[AGENT][NEUTRAL] OK. All right, thank you, and I fully verify her or her information is verified. The callback number is the same one in the system, OK? Here she comes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for Mr. [PII]. All right. I got Miss [PII] on the line and she's in customer service. She's gonna assist you from here, OK?
[CUSTOMER][NEUTRAL] All right, what did they say?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello. Good morning, Mr. [PII].
[CUSTOMER][NEUTRAL] Hello, [PII], you should be able to write a letter or a book as many times as I call.
[CUSTOMER][NEGATIVE] Anyway, I'm not getting, I'm not getting any results at all from you.
[CUSTOMER][NEUTRAL] We apologize for that, Ms. [PII]. What I see in the notes is that um the bank information was entered incorrectly. We were off a number but it was corrected and since it was corrected, I would say it was just about.
[CUSTOMER][NEUTRAL] Um, a week ago it was set up for to draft the [PII] of every month. Um, it's gonna draft for February, March and April. Um, do you mind if we go through that, um, routing number and account number just to make sure that we have it correct again?
[CUSTOMER][NEUTRAL] Because I do see that everything is good here. Mhm. OK, it is uh they I called the bank and they said they did not see it.
[CUSTOMER][NEUTRAL] And it's this is the [PII] or the [PII], I don't know, this is the [PII], OK, the number of the account is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the routing number is [PII].
[CUSTOMER][NEUTRAL] OK, I see here.
[CUSTOMER][NEUTRAL] Uh, [PII] that's what I have here on my paper too.